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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234 results in Reports

  • Customer Experience
  • For Customer Experience Professionals

    Report:The State Of Customer Experience Management In Australia, 2014

    The only way to compete effectively in the age of the customer is to become truly customer obsessed. To help firms achieve this goal, this report sheds light on the current state of customer...

    • Downloads: 141
  • For Customer Experience Professionals

    Report:The Seven Steps Of Highly Effective Journey Mapping

    Rethink The Journey Mapping Process To Drive Change

    Journey maps are wildly popular. But the production of a map won't change anything unless it is part of a well-defined process that takes into consideration a purpose, goals, and customer experience...

    • Downloads: 825
  • For Customer Experience Professionals

    Report:Federal Agencies Must Improve Their Customer Experience

    Upgrading federal customer experience (CX) has never been more vital. Despite years of mandates to improve, federal agencies are still providing substandard experiences — and their poor CX...

    • Downloads: 100
  • For Customer Experience Professionals

    Report:Getting Help With Customer Journey Maps

    Processes: The Customer Experience Ecosystem Playbook

    Companies use journey maps for both tactical and strategic purposes. But they struggle to get the best results when they don't have the right insights, skills, and tools. Consultancies, agencies,...

    • Downloads: 350
  • For Customer Experience Professionals

    Report:The Best And Worst Of Unified Experiences, 2014

    Benchmarks: The Digital Customer Experience Improvement Playbook

    Today's multitouchpoint customers expect unified experiences that smooth transitions across interactions. To help companies detect and codify systemic problems that affect their customers' ability to...

    • Downloads: 603
  • For Customer Experience Professionals

    Report:Case Study: Design Thinking Drives Innovation With Drop, A Connected Kitchen Product

    Drop is a new iPad-connected kitchen scale that seeks to reduce bakers' anxiety and enhance the social experience of making food. To accomplish this goal, the team at Drop followed a design-oriented...

    • Downloads: 143
  • For Customer Experience Professionals

    Report:How To Build A Customer Experience Strategy That Works

    Strategic Plan: The Customer Experience Maturity Playbook

    Without a clear customer experience (CX) strategy to guide their efforts, firms pursue one-off or conflicting initiatives that fail to deliver sustainable benefits. To jump-start their strategy...

    • Downloads: 430
  • For Customer Experience Professionals

    Report:Close The Experience Gaps With The Right Business Technology

    Closing The Experience Gaps

    Companies that want to improve customer experience will increasingly rely on technology to close gaps in performance, convenience, personalization, and trust. Forrester has created a catalog showing...

    • Downloads: 144
  • For Customer Experience Professionals

    Report:Brief: What's Different About Mobile Customer Experience In China?

    Chinese mobile users have different expectations and different mobile moments than their Western peers. When designing a mobile website or app for them, customer experience (CX) professionals need to...

    • Downloads: 65
  • For Customer Experience Professionals

    Report:How Companies Improved Their Customer Experience Index Scores, 2014

    Processes: The Customer Experience Maturity Playbook

    Forrester interviewed customer experience (CX) professionals at brands that showed the biggest year-over-year improvement in our annual CX benchmark. We asked them what they and their companies did...

    • Downloads: 929
  • For Customer Experience Professionals

    Report:The State Of VoC Programs, 2012

    VoC Programs Are Developing But Still Don't Deliver Enough Value

    Companies use voice of the customer (VoC) programs to collect and analyze customer feedback, make customer experience improvements, and track the results of those improvements. In order to assess how...

    • Downloads: 518
  • For Customer Experience Professionals

    Report:Planning A Co-Creation Workshop? Sweat The Details

    Best Practices For Including Customers, Employees, And Partners In Customer Experience Design

    Co-creation — the practice of involving people from across the customer experience ecosystem in the experience design process — is a valuable and versatile methodology, but it usually...

    • Downloads: 317
  • For Customer Experience Professionals

    Report:Mobile Moments Transform Customer Experience

    Mobile Experiences In Four Steps: Identify, Design, Engineer, And Analyze

    Your customer is experiencing a mobile mind shift: the expectation that she can get what she wants in her immediate context and moments of need. As a result, mobile is central to customer experience...

    • Downloads: 1156
  • For Customer Experience Professionals

    Report:Case Study: Best Western Great Britain Wins Validation For Customer Experience Strategy

    In 2010, Best Western International in Great Britain was a midmarket brand struggling to stand out in a sea of budget hotels and prove its value to customers. Partnering with customer experience...

    • Downloads: 135
  • For Customer Experience Professionals

    Report:Communication, Training, And Routines: How Companies Socialize Customer Centricity

    Companies can create a more customer-centric culture by socializing customer focus among all employees. Customer experience (CX) professionals must lead their organizations to communicate the...

    • Downloads: 433
  • For Customer Experience Professionals

    Report:Brief: How Journey Maps Unify Customer Experience And Business Technology Efforts

    Technology is inseparable from today's customer experiences. To succeed, customer experience (CX) pros must strengthen their ties with business technology (BT) teams. One vital tool in this effort...

    • Downloads: 529
  • For Customer Experience Professionals

    Report:Three Key Features That Increase App Engagement

    A Technographics® 360 Report: Using Behavioral Tracking, Survey, And Online Community Data

    Understanding the mobile experiences that support users in their moment of need is the foundation to developing a successful mobile app. Forrester takes a new approach to analyzing what drives app...

    • Downloads: 45
  • For Customer Experience Professionals

    Report:Predictions 2014: Customer Experience

    Customer experience (CX) made big news in 2013, with firms investing big bucks in boosting their CX efforts and cringe-inducing failures making international headlines. In 2014, expect two dominant...

    • Downloads: 866
  • For Customer Experience Professionals

    Report:Digital Design Projects And Spending, 2012

    Customer Experience Professionals Share Plans For Design Tools, Budgets, And Staffing

    During the past few years, Forrester has seen tremendous momentum for digital design projects as digital touchpoints proliferate. And the trend held true this year, too: A recent survey of...

    • Downloads: 526
  • For Customer Experience Professionals

    Report:Brief: Leverage Ethnographic Research To Fully Understand Your Customers

    Don't Risk Customer Understanding Bias By Overrelying On Net Promoter Scores And Customer Satisfaction Surveys

    A comprehensive understanding of customers is critical for driving sustainable improvements in the customer experience (CX). To build a holistic view of the customer, organizations employ two types...

    • Downloads: 135
  • For Customer Experience Professionals

    Report:How Customer Experience Drives Revenue: A New And Improved Look

    How CX Professionals Can Make The Case For CX

    Customer experience (CX) professionals who want to drive CX transformation need to show how CX drives business outcomes. Forrester's new Customer Experience Index (CX Index™) framework helps CX...

    • Downloads: 159
  • For Customer Experience Professionals

    Report:Executive Q&A: Top Seven Customer Experience Measurement Questions Answered

    To measure customer experience (CX), firms need a framework that tells them not only how good their customers' experiences are but also how to improve them and what benefits to expect from doing so....

    • Downloads: 683
  • For Customer Experience Professionals

    Report:Meet The Changing Needs Of Connected Customers

    Your customers are more connected, more empowered, and more distracted than ever. To compete in this volatile world, companies need a new approach to delivering customer experiences. This report...

    • Downloads: 922
  • For Customer Experience Professionals

    Report:How To Make The Case For Customer Experience

    Four Business Case Models To Help You Win Funding For Your Customer Experience Program

    We're in the age of the customer, where unyielding competition, low barriers to entry, and disappearing sources of competitive advantage impede the path to profitability. Successful enterprises like...

    • Downloads: 690
  • For Customer Experience Professionals

    Report:What Makes A Great Government Experience

    Lessons Learned From Our New Customer Experience Index

    Federal agencies are failing the administration's mandate to offer customer experiences (CX) that match the best of the private sector. What's worse, their poor CX performance hurts our whole...

    • Downloads: 192