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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24 results in Reports

  • Art Schoeller
  • Application Development & Delivery
  • For Application Development & Delivery Professionals

    Report:TechRadar™ For AD&D Pros: Contact Center Solutions For Customer Service, Q2 2013

    Locking in customer loyalty via deeper engagement and differentiated experiences will continue to be critical priorities for organizations in all sectors in the decade ahead. But navigating the...

    • Downloads: 897
  • For Application Development & Delivery Professionals

    Report:Behavioral Analytics Can Optimize Matching Contact Center Agents With Consumers

    Predictive Analytics Can Help Enterprises Better Match Customers To Agents To Grow Revenue, Reduce Costs, And Improve Satisfaction

    Part of the promise of online dating services like eHarmony and Match.com is their ability to use software analytics of personality profiles to increase the successful outcome of connecting two...

    • Downloads: 144
  • For Application Development & Delivery Professionals

    Report:Forrester's Best Practices Framework For Customer Service Self-Assessment

    • Downloads: 127
  • For Application Development & Delivery Professionals

    Report:Connect The Dots Between Customer Self-Service And Contact Centers

    Capturing Interaction Data From Multiple Self-Service Touchpoints To Increase Revenue And Effectiveness And Cut Costs

    As self-service systems of engagement channels such as mobile, the Web, and interactive voice response (IVR) peel off an increasing number of straightforward customer service requests, the tougher...

    • Downloads: 700
  • For Application Development & Delivery Professionals

    Report:Build An Outside-In Contact Center Road Map

    Road Map: The Contact Centers For Customer Service Playbook

    This report outlines the road map planning of Forrester's solution for application development and delivery (AD&D) professionals working in customer service. For most industries, a large percentage...

    • Downloads: 800
  • For Application Development & Delivery Professionals

    Report:Assess The Capabilities And Impact Of Your Social Business And Collaboration Toolkit

    Assessment Framework: The Social Business And Collaboration Playbook

    Companies have been investing in collaboration tools for 15 years or more, yet email is still the most commonly used tool. New social tools that dramatically improve the flow of information and...

    • Downloads: 670
  • For Application Development & Delivery Professionals

    Report:TechRadar™ For AD&D Pros: Contact Center Solutions For Customer Service, Q1 2015

    Landscape: The Contact Centers For Customer Service Playbook

    Across all industries, organizations have made cementing customer relationships through improved customer engagement, loyalty, and experience a top priority. To achieve this goal, however, these...

    • Downloads: 177
  • For Application Development & Delivery Professionals

    Report:What You Need To Know About WebRTC

    Communications Application Development In Browsers Will Increase Customer Engagement And Unified Communications Adoption

    Communicating in real time via video, voice, and data has long been an important capability for the enterprise workforce. Integrating real-time communications into browser applications allows for...

    • Downloads: 206
  • For Application Development & Delivery Professionals

    Report:Mind The Gap When Organizing To Support Contact Center Applications

    Organization: The Contact Centers For Customer Service Playbook

    Contact center applications frequently require special service levels — such as uptime, performance, and scale — that exceed typical requirements for enterprise applications. Configuring...

    • Downloads: 397
  • For Application Development & Delivery Professionals

    Report:See Me, Serve Me: Video Chat For Customer Service Starts To Take Hold

    The Technology Arrives, But Does It Improve The Customer Experience?

    Despite a history of false starts, live video chat for eCommerce and customer support is now at the beginning of a viable adoption cycle. Early adopters — most notably Amazon — are...

    • Downloads: 387
  • For Application Development & Delivery Professionals

    Report:Vendors Battle For The Heart Of The Contact Center

    Customer service leaders struggle to meet customer expectations and internal cost structures. One leading factor contributing to this struggle is that the heart of the contact center is comprised of...

    • Downloads: 334
  • For Application Development & Delivery Professionals

    Report:The Customer-Activated Enterprise

    Closing The Customer-Employee Gap

    Customers increasingly use digital technologies to "activate" their suppliers, throwing off significant and highly valuable data in the process; they expect enhanced value across all touchpoints in...

    • Downloads: 135
  • For Application Development & Delivery Professionals

    Report:Design Your Contact Center From The Outside In

    Strategic Plan: The Contact Centers For Customer Service Playbook

    As more enterprises develop organizational and operational structures to better manage customer experience, they need to drive this down into contact center architectural design. Today's challenge is...

    • Downloads: 1217
  • For Application Development & Delivery Professionals

    Report:Brief: How Financial Services Firms Use Video To Transform Customer Experiences

    Online Video And Chat Prove Increasingly Important

    In the age of the customer, trust and transparency are critical for banks, investment management firms, and insurance providers. With the growth of online and mobile banking, online video and video...

    • Downloads: 102
  • For Application Development & Delivery Professionals

    Report:Market Overview: Workforce Optimization Solutions

    10 Solutions For Managing And Optimizing Contact Center Resources

    Despite the rise of self-service and peer-to-peer channels, consumers still choose to interact with contact center agents. Those interactions then have a significant impact on overall customer...

    • Downloads: 242
  • For Application Development & Delivery Professionals

    Report:Refine The Source Of Truth In Your Contact Center To Drive Better Performance

    Performance Management: The Contact Centers For Customer Service Playbook

    To quote Yogi Berra, "If you don't know where you are going, you'll end up someplace else." Today's contact centers are not lacking a large quantity of data about their performance, especially now...

    • Downloads: 251
  • For Application Development & Delivery Professionals

    Report:Customer-Activated Communication And Collaboration Will Support The BT Agenda

    A New Class Of Applications Emerges That Will Transform Core Processes

    Listening and responding to the voice of the customer (VoC) is rapidly becoming an imperative. Marketing often gets the listening ball rolling, but real transformation integrates systems to capture...

    • Downloads: 111
  • For Application Development & Delivery Professionals

    Report:Is It Time To Move Your Contact Center To The Cloud?

    The Growing Maturity Of Cloud Computing Influences More Contact Center Applications Decisions

    Contact center applications that manage real-time interactions have been available as a hosted or cloud service for more than 20 years. Initially, the term used was Centrex ACD, and the technology...

    • Downloads: 826
  • For Application Development & Delivery Professionals

    Report:The Unified Communications Framework For Voice Integration

    Increase Adoption, Decrease Costs, And Improve Customer Experiences

    Expanding enterprise unified communications (UC) capabilities improves the ability to win, retain, and serve customers so it's important to tackle the barriers to adoption. Users may use alternative...

    • Downloads: 126
  • For Application Development & Delivery Professionals

    Report:Embrace Continuous Improvement To Power Customer Service Operations

    Continuous Improvement: The Contact Centers For Customer Service Playbook

    Companies struggle to deliver reproducible, effective, and personalized customer service that meets customer expectations and doesn't break the bank. Application development and delivery (AD&D)...

    • Downloads: 458
  • For Application Development & Delivery Professionals

    Report:Update 2012: Self-Assessment For Contact Centers

    Complete This Self-Assessment Before Making Outsourcing Or Technology Upgrade Decisions

    Today's application development and delivery professionals who support contact centers face new realities since we introduced this report in 2007. Today, the rising focus on improving the entire...

    • Downloads: 1120
  • For Application Development & Delivery Professionals

    Report:Contact Centers Must Go Digital Or Die

    Rework Your Contact Center Technology And Staffing Models To Align With Customer Channel Preferences

    Consumer preference for customer service channels is changing across all ages and demographics. Adoption of digital customer service channels, with an emphasis on self-service channels such as web...

    • Downloads: 370
  • For Application Development & Delivery Professionals

    Report:Market Overview: Chat Solutions For Customer Service

    Twenty Solutions For Delivering Differentiated Experiences

    Customers demand superior service and support as the price for their ongoing loyalty and patronage, and they are increasingly leveraging the chat channel for customer service. The chat vendor...

    • Downloads: 778
  • For Application Development & Delivery Professionals

    Report:The Road To Social Business Transformation Starts With A Burning Platform

    Road Map: The Social Business And Collaboration Playbook

    Social business technology can transform the way employees work by eliminating barriers to collaboration, improving customer engagement, and accelerating the flow of information and ideas. But even...

    • Downloads: 1100