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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258 results in Reports

  • Customer Experience
  • For Customer Experience Professionals

    Report:Digital Design Projects And Spending, 2013

    CX Professionals Share Plans For Budgets, Staffing, And Design Tools

    A recent survey of Forrester's Global Customer Experience Peer Research Panel revealed that the vast majority of firms are planning large-scale digital experience projects in 2013. This report is...

    • Downloads: 388
  • For Customer Experience Professionals

    Report:How Collaboration Improves Customer Experience

    Organization: The Digital Customer Experience Improvement Playbook

    Fifty-seven percent of today's information workers — those who use a computer at least 1 hour per day — regularly communicate with colleagues inside their organization, business partners,...

    • Downloads: 455
  • For Customer Experience Professionals

    Report:Brief: How Customer Data Elevates Experiences

    Companies now have access to an abundance of customer data. At the same time, customer attitudes regarding the use of customer data are shifting. Today's customers expect companies to make use of...

    • Downloads: 378
  • For Customer Experience Professionals

    Report:Want A Healthy Customer Experience Ecosystem? Free Your Workers

    Continuous Improvement: The Customer Experience Ecosystem Playbook

    A customer experience ecosystem is the product of interactions between a business' employees, partners, and customers. An emerging class of information worker -- employees who use a computer at least...

    • Downloads: 259
  • For Customer Experience Professionals

    Report:The Business Impact Of Customer Experience In China, 2014

    Years of Forrester data confirm the strong relationship between the quality of a firm's customer experience (CX) and customer loyalty. We built three models to estimate the impact that customer...

    • Downloads: 152
  • For Customer Experience Professionals

    Report:Chief Customer Officer Snapshot, 2014

    Chief customer officers (CCOs) have the deep understanding of customer needs and the strong operational skills needed to help companies evolve in the age of the customer. Every year, Forrester...

    • Downloads: 422
  • For Customer Experience Professionals

    Report:The Customer Experience Index, Italy 2014

    How good is the experience at leading Italian companies? This report helps answer that question by providing a benchmark of the quality of customer experience for 31 Italian brands across seven...

    • Downloads: 189
  • For Customer Experience Professionals

    Report:Hiring The Right Customer Experience Team For Greater CX Maturity

    Although customer experience (CX) teams need a diverse mix of skills, they're typically too small to afford an army of specialists. In fact, many CX leaders have just one or two direct reports when...

    • Downloads: 419
  • For Customer Experience Professionals

    Report:The State Of Customer Experience Maturity In China, 2014

    As the Chinese economy becomes increasingly consumption-based, companies need to become customer-obsessed if they want to win, serve, and retain Chinese customers. Based on survey data collected from...

    • Downloads: 73
  • For Customer Experience Professionals

    Report:Drive Differentiation With Your Ecosystem

    Executive Overview: The Customer Experience Ecosystem Playbook

    Customer experience competition is getting fiercer. To deliver truly standout experiences, companies must align a complex interdependent ecosystem of customers, employees, partners, and operating...

    • Downloads: 1217
  • For Customer Experience Professionals

    Report:Bridging The CX/UX Divide

    Customer experience (CX) and user experience (UX) have similar names and goals but very different approaches. And as yet, there is no standard operating model for how they should work together. While...

    • Downloads: 485
  • For Customer Experience Professionals

    Report:Why Agile Matters For Customer Experience

    Continuous Improvement: The Customer Experience Maturity Playbook

    Customer experience (CX) professionals disillusioned with traditional development methods that are slow and lead to broken experiences embrace Agile to fast-track and hone their programs. Agile adds...

    • Downloads: 510
  • For Customer Experience Professionals

    Report:Customer Experience Organizations Must Change To Benefit From The Cloud

    Four Transformations Enable Businesses To Build Successful Digital Experiences In The Cloud

    New digital experiences are reshaping how people do everything from hailing a ride to accessing a document and cleaning their teeth. To keep pace with the disruptive upstarts delivering these new...

    • Downloads: 165
  • 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: 908
  • For Customer Experience Professionals

    Report:How To Build A Technology Plan That Sustains Employee Engagement

    Technology Should Provide Employees With Freedom To Act On Customer Needs

    Engaged employees ensure that businesses consistently deliver good customer experiences over time and across channels. But beyond creating a shared understanding of the intended experience,...

    • Downloads: 193
  • For Customer Experience Professionals

    Report:Best Practices For Chinese Mobile User Experience

    Mobile represents an enormous opportunity to transform customer experiences in China — but only for those able to cope with proliferating platforms and devices, challenging human factors, and...

    • Downloads: 102
  • For Customer Experience Professionals

    Report:How To Build Your Voice Of The Customer Program

    Voice of the customer (VoC) programs require structure and follow-through to be effective at driving customer experience (CX) improvements. CX pros need to know how good their programs are, how they...

    • Downloads: 910
  • 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: 480
  • 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: 108
  • For Customer Experience Professionals

    Report:Digital Customer Experience Teams In The Post-PC Era

    The proliferation of new form factors and touchpoints has companies struggling to create digital experiences that meet rising customer expectations. To handle this challenge, customer experience (CX)...

    • Downloads: 668
  • For Customer Experience Professionals

    Report:The Revenue Impact Of Customer Experience, 2015

    Find Out What An Improvement In A Company's Customer Experience Is Worth In Dollars And Cents

    Many customer experience (CX) pros find it hard to draw a clear connection between improving customer experience and increasing their firm's revenue. That's why Forrester developed industry-specific...

    • Downloads: 401
  • For Customer Experience Professionals

    Report:Brief: Spotify Retunes Its User Experience

    What CX Pros Can Learn About Enriching Customer Experience From The Digital Music Service's Redesign

    Digital music service Spotify has been investing large sums in enhancing its customer experience, culminating with a major redesign across multiple platforms, including its iPhone app, on April 2,...

    • Downloads: 173
  • For Customer Experience Professionals

    Report:Case Study: How Sage Software North America Built Tools And Governance To Improve CX

    An Inside Look At Turning Business-To-Business Insights Into Actions

    Companies struggle to deliver on their customer experience (CX) goals. In 2012, Sage Software North America (Sage NA) was one of them. This report shows how Sage NA put an advanced system of tools,...

    • Downloads: 211
  • 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: 683
  • For Customer Experience Professionals

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

    Embrace Key Customer Experience Practices To Drive Business Outcomes

    Forrester, in collaboration with ActionEdge Knowledge Services, recently surveyed 89 customer experience (CX) professionals at organizations in India to assess the state of their CX management...

    • Downloads: 104