Peter Sheldon

VP, Principal Analyst serving eBusiness & Channel Strategy PROFESSIONALS

Peter serves eBusiness & Channel Strategy Professionals. He focuses on eCommerce technologies and solutions, including B2C and B2B eCommerce platforms, mobile commerce solutions, digital in-store technologies, and digital commerce. Peter has specific expertise helping eBusiness leaders understand the integration challenges between eCommerce and back-office technologies across channels and touchpoints. His interests focus on mobile and tablet commerce trends, digital in-store experiences, multichannel retail, social commerce, and digital media.

Previous Work Experience

Peter has extensive experience working with an ecosystem of eCommerce technologies, including eCommerce platforms, mobile commerce solutions, content management, web analytics, search engine marketing (SEM), search engine optimization (SEO), digital asset management, payment systems, and social media, to name a few. Peter has more than 13 years of experience in eCommerce and web technologies. Most recently, Peter held both product management and product marketing positions at Elastic Path, a leading eCommerce platform vendor. He also worked as a senior business analyst at JP Morgan and Ford Motor Company, where he started his career in eCommerce developing a direct online channel for new vehicle sales in the UK. Peter's experience spans both business and technology, including business analysis, product management, product marketing, solution architecture, user experience, and online marketing.

Education

Peter holds a BEng in manufacturing systems engineering from the University of Strathclyde in Scotland.

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232 results in Reports

  • Customer Experience
  • For Customer Experience Professionals

    Report:How Customer Experience Champions Transform Culture

    Building A Customer-Centric Culture

    Changing to a customer-obsessed company requires a cultural transformation. This is no small task. That's because transformation involves changing the beliefs and behavioral norms of everyone in the...

    • Downloads: 840
  • For Customer Experience Professionals

    Report:Contextualization

    Delivering Relevant Experiences In The Multichannel World

    Firms want to deliver the right experience to the right user at the right time and on the right device — a tricky proposition in this age of device proliferation. The splinternet — and...

    • Downloads: 666
  • For Customer Experience Professionals

    Report:The Right Mobile Usability Testing Tool

    Mobile is a leading driver of customer experience (CX) innovation, but a bad mobile experience can turn away customers for good. That's why CX professionals should embrace tools and services...

    • Downloads: 311
  • For Customer Experience Professionals

    Report:Voice Of The Customer Vendor Go-To-Market Strategies, 2014

    Exercise Due Diligence When Selecting VoC Vendors

    When companies select vendors to support their voice of the customer (VoC) programs, they must look not only at vendor capabilities but also at other factors that drive success in the vendor...

    • Downloads: 390
  • For Customer Experience Professionals

    Report:The Customer Experience Curriculum

    The Skills, Knowledge, And Mindset Behind Great Experiences

    In the age of the customer, companies differentiate by delivering superior customer experiences. That requires all employees to become customer-obsessed and acquire the skills and knowledge they need...

    • Downloads: 275
  • For Customer Experience Professionals

    Report:What To Look For When Hiring Consultants To Help With Customer Journey Maps

    Companies tell us that they're interested in using customer journey maps as tools to analyze and communicate their customers' perspectives on the interactions they deliver. Creating and using...

    • Downloads: 469
  • For Customer Experience Professionals

    Report:Brief: What WeChat Can Do To Enhance Your Customer Experience

    WeChat, known as Weixin in China, has taken the country by storm: As of June 2014, it had 438 million monthly active users. And in the past two years, approximately 5.8 million companies and...

    • Downloads: 103
  • For Customer Experience Professionals

    Report:Engage B2B Partners To Deliver Unified Customer Experiences

    Firms must actively engage third-party partners to deliver a unified customer experience. That's because these partners sometimes act as the face of a company in the form of dealerships, resellers,...

    • Downloads: 353
  • For Customer Experience Professionals

    Report:Quick Take: Rackspace Promotes Its Chief Customer Officer To President

    Rackspace, a provider of hybrid cloud services that earned approximately $1.5 billion in 2013, promoted its chief customer officer (CCO) to president. This move exemplifies the kind of change firms...

    • Downloads: 81
  • For Customer Experience Professionals

    Report:The Power Of Disciplined Simplification

    Assessment: The Digital Customer Experience Improvement Playbook

    Customer experience (CX) professionals at established firms struggle to replicate the lean mix of strategy, technology, and execution associated with successful startups and their distinctive...

    • Downloads: 296
  • For Customer Experience Professionals

    Report:Customer Collaboration Powers B2B Customer Experience

    Multiple Mutually Beneficial Relationships Within Client Accounts Underpin Business Growth

    Outstanding business-to-business (B2B) customer experiences ensure that every stakeholder in a client account gets the value they seek. Given the number of potential stakeholders in a given account,...

    • Downloads: 9
  • For Customer Experience Professionals

    Report:How To Craft User Goals For Expert Evaluations

    Expert evaluations test user scenarios and then evaluate the experience based on a set of heuristics. To get the best results from these evaluations, customer experience professionals need to craft...

    • Downloads: 225
  • For Customer Experience Professionals

    Report:Quick Take: JetBlue Scores With Its In-Flight Super Bowl Experience

    While other major airlines focused on advertising activities related to the Super Bowl, JetBlue Airways focused on actually doing something that customers cared about: helping them enjoy the game...

    • Downloads: 85
  • For Customer Experience Professionals

    Report:Interactive Design Agency Overview, Europe 2013

    Companies doing business in Europe need vendors that can help them differentiate their brands in an increasingly complex digital landscape. As European consumers continue to adopt new digital...

    • Downloads: 259
  • For Customer Experience Professionals

    Report:How To Be A Great Client

    Master The Three P's To Elicit Top-Shelf Work From Digital Agencies

    Digital design agencies now offer iterative design-focused, user-centered processes to help their clients create quality customer-obsessed work on tight deadlines. But too many potential clients of...

    • Downloads: 64
  • For Customer Experience Professionals

    Report:CX Pros Are Blind To The Line Of Visibility

    Prevent Avoidable Customer Experience Mistakes By Rethinking Your Ecosystem's Line Of Visibility

    Most companies don't understand all of the complex interdependencies that shape their customer experience outcomes. As a result, many customer experience (CX) pros and the experiences they are...

    • Downloads: 165
  • For Customer Experience Professionals

    Report:Predictions 2015: The Race From Good To Great Customer Experience Heats Up

    Landscape: The Customer Experience Ecosystem Playbook

    In a world where the only source of competitive advantage is an obsession with attracting, understanding, and serving today's empowered customers, 2015 will be a new, more competitive era for...

    • Downloads: 529
  • For Customer Experience Professionals

    Report:Websites That Don't Support Customers Waste Millions

    This report is an update to "Web Sites That Don't Support Customers' Goals Waste Millions" originally published on February 17, 2010. To understand the effect of poor website usability, Forrester...

    • Downloads: 2164
  • For Customer Experience Professionals

    Report:Enterprise Customer Experience Transformation Consultants

    This report is an update to "Enterprise Customer Experience Transformation Consultants" originally published on October 21, 2010. This report provides an overview of the types of technology that...

    • Downloads: 1444
  • For Customer Experience Professionals

    Report:Better Customer Experience Correlates To Higher Net Promoter Scores

    Credit Card Companies And Wireless Service Providers Benefit From Higher Net Promoter Scores Through Better Customer Experience

    Net Promoter Score (NPS) is a wildly popular tool for assessing customers' likelihood to recommend a company's product or service. As valuable as NPS can be, by itself, the "one number you need to...

    • Downloads: 854
  • For Customer Experience Professionals

    Report:How Journey Maps Improve CX Measurement Efforts

    Performance Management: The Digital Customer Experience Improvement Playbook

    Even some well-established customer experience (CX) measurement programs aren't able to measure the health of end-to-end experiences that cross touchpoints as customers pursue a goal. Customer...

    • Downloads: 290
  • For Customer Experience Professionals

    Report:Case Study: How American Cancer Society Used Measurement To Optimize Customer Experience

    The Evolution Of An Outcome-Driven CX Measurement Program

    The American Cancer Society (ACS) is the most comprehensive organization fighting cancer in the US. Every year, ACS touches millions of people who are invested in the fight against cancer. However,...

    • Downloads: 209
  • For Customer Experience Professionals

    Report:You Are Here: Location Analytics And The Rebirth Of Customer Experience

    As the digitization of people, places, and experiences brings the online and offline realms together, companies are waking up to the fact that they know much more about their customers online than...

    • Downloads: 691
  • For Customer Experience Professionals

    Report:Scenario Design Unifies The Splinternet Customer Experience

    Companies have historically failed to meet the needs of their customers in individual channels. As customers increasingly engage with multiple channels in pursuit of a single goal, companies need to...

    • Downloads: 1098
  • For Customer Experience Professionals

    Report:Executive Q&A: Top 10 Customer Experience Strategy Questions Answered

    Most firms' ambition is to be the customer experience (CX) leader in their industry or a leader across all industries. To achieve this weighty goal, they'll need (among other things) a shared...

    • Downloads: 146