Vikram Sehgal

VP, Research Director - Data serving Customer Insights PROFESSIONALS

Vikram leads the forecast team, which is responsible for producing all forecasts within M&S research. He is focused on the consumer commerce areas including retail, travel, and financial services. He is keenly involved in understanding the evolution of consumers' online behavior and technology adoption.

Previous Work Experience

Vikram came to Forrester Research through its acquisition of Jupiter Research, where he started in July 2000. Prior to Jupiter, Vikram worked at IRI, a leading market research company, where he worked closely with some of the leading CPG companies.

Vikram often appears on TV, radio, and comments in the press on the US online retail and travel industry. He has been quoted in The L.A. Times, Business Week, The New York Times, CNN Money, and American Banker. He has also appeared on CNBC, Bloomberg TV, and Radio, NPR, Fox Business News, and ABC.

Education

Vikram earned an M.B.A. from Virginia Tech and a B.Com from N.M College in Mumbai, India.

Research Coverage

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177 results in Everything

  • Kate Leggett
  • For Application Development & Delivery Professionals

    Blog:What Is Customer Success Management And Why Is It Important

    I attended the Gainsight Pulse conference in San Francisco on May 14 which is a unique event for customer success managers to network, learn best practices, and understand the value of this role. You...

    • For Application Development & Delivery Professionals

      Report:Choose The Right Customer Service Solution For Your Business

      Tools And Technology: The Contact Centers For Customer Service Playbook

      Delivering a differentiated customer experience requires that you have the right technologies, business processes, and empowered organizational structures to support your organization's customer...

      • Downloads: 806
    • For Application Development & Delivery Professionals

      Report:Win Funding For Your Customer Service Project

      Business Case: The Contact Centers For Customer Service Playbook

      In the age of the customer, customer service must be a cornerstone of a company's customer experience strategy. Application development and delivery (AD&D) pros supporting customer service operations...

      • Downloads: 487
    • For Application Development & Delivery Professionals

      Blog:Realizing The Joint KANA-Verint Value Proposition Is A Work In Progress

      KANA Software (a Verint Company) was kind enough to invite me to their user conference on September 19-20. The event was packed with product, strategy, and customer information. A good number of...

      • For Application Development & Delivery Professionals

        Report:Market Overview: Customer Success Solutions

        Realize The Economic Value Of Subscription Services

        The Internet and cloud-based computing enable companies to offer their products as services, instead of physical objects, moving the economy away from capital expenditures to a "subscription" model....

        • Downloads: 123
      • For Application Development & Delivery Professionals

        Charts & Figures:TechRadar™: Equilibrium Phase Technologies

      • For Application Development & Delivery Professionals

        Blog:Oracle's Customer Experience Management Technology: Its A Good Thing, But Really Hard To Do

        I was at Oracle’s Analyst day today, and spent time with the Customer Experience Team drilling into the technology that allows organizations to deliver consistent, cross-channel,...

        • For Application Development & Delivery Professionals

          Report:Assess CRM Capabilities To Pinpoint Opportunities

          Assessment: The CRM Playbook

          This report describes the best practices assessment that underpins Forrester's solution for application development and delivery (AD&D) executives looking to implement customer relationship...

          • Downloads: 2758
        • For eBusiness & Channel Strategy Professionals

          Report:The Six Key Elements Of Proactive Chat

          Evolve Proactive Chat To Proactive Engagement

          Online consumers demand effortless engagement, which often means live help for pre- or post-purchase questions. eBusiness leaders increasingly deploy proactive chat to deliver effortless engagement...

          • Downloads: 254
        • 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: 745
        • For Application Development & Delivery Professionals

          Charts & Figures:TechRadar™: Decline Phase Technologies

        • For Application Development & Delivery Professionals

          Report:Transform The Contact Center For Customer Service Excellence

          Executive Overview: The Contact Centers For Customer Service Playbook

          Customers increasingly demand effortless customer service over a range of touchpoints and agent-assisted, self-service, digital, and social communication channels. Customer service executives face...

          • Downloads: 1404
        • For Application Development & Delivery Professionals

          Report:Market Overview: Enterprise Sales Force Automation Solutions

          Today's Solutions Are Changing The Nature Of Your Customers' Interactions With Your Sales Department

          The sales force automation (SFA) market is undergoing significant change with increasing emphasis on mobile sales capability, integration with other software products, real-time actionable insight,...

          • Downloads: 138
        • For Application Development & Delivery Professionals

          Blog:How To Partner With Data Quality Pros To Deliver Better Customer Service Experiences

          Customer service leaders know that a good customer experience has a quantifiable impact on revenue, as measured by increased rates of repurchase, increased recommendations, and decreased willingness...

          • For Application Development & Delivery Professionals

            Blog:Customer Service Channel Usage Highlights The Importance Of Good Self-Service

            Customers are using more communication channels for customer service than ever before. They are also contacting customer service organizations more frequently. Companies are rising to this challenge...

            • For Application Development & Delivery Professionals

              Blog:More Market Consolidation As KANA Software Buys Sword Ciboodle. It's A Sound Strategy, But The Proof Will Be In The Execution

              It’s exciting to see the news of yet another acquisition in the world of customer service with the announcement of KANA Software’s intent to acquire Sword Ciboodle. Today’s...

              • For Application Development & Delivery Professionals

                Charts & Figures:Forrester Wave™: Customer Service Solutions For Enterprise Organizations, Q2 '14

                Due Diligence Required: These Vendors Are Great At Supporting Enterprise Organizations

              • For Application Development & Delivery Professionals

                Charts & Figures:Customers Expect A New Interaction Pattern

              • For Application Development & Delivery Professionals

                Report:Choose The Right CRM Solutions For Your Organization

                Tools And Technology: The CRM Playbook

                Traversing the customer relationship management (CRM) technology landscape is challenging — particularly due to the rise of social computing, the increasing adoption of software-as-a-service...

                • Downloads: 1404
              • For Application Development & Delivery Professionals

                Blog:Is Your CRM Not Working For You?

                I get a lot of inquiries which go something like this: “we implemented a CRM solution from Vendor X, and it doesn’t work. Nobody is using it, and when they are forced to use it, it is...

                • For Application Development & Delivery Professionals

                  Charts & Figures:Gaining Alignment On CRM Objectives Is A Challenge

                  Processes: The CRM Playbook

                • For Sales Enablement Professionals

                  Report:Quantify The Business Value Of Sales Enablement Automation

                  Sales enablement (SE) automation initiatives must invariably answer the question, "What will we get for our money?" Sales enablement pros who lead these projects must build business cases correctly...

                  • Downloads: 3
                • For Application Development & Delivery Professionals

                  Blog:Dreamforce Musings (A Month Late)

                  I go to many industry events in my job, and as the fall event season passes its peak, there is one event that has stayed with me a month after it was hosted. It's Dreamforce –...

                  • For Application Development & Delivery Professionals

                    Blog:Chat For Customer Service: Many Options, But How Do You Choose The Right Vendor?

                    Customers are very comfortable using chat for customer service. Usage rates have risen in the past three years — from 30% in 2009 to 43% in 2012 — and we see this increase in all...

                    • For Application Development & Delivery Professionals

                      Blog:Forrester's Top Trends For Customer Service In 2014

                      In the Age Of The Customer, executives don’t decide how customer-centric their companies are – customers. In an attempt to move the needle on customer service operations, in order to...