Carrie Johnson

Chief Research Officer

As chief research officer, Carrie leads a global research organization responsible for creating powerful ideas and objective, courageous, and relevant content that helps Forrester’s clients win, serve, and retain customers.

Prior to this role, Carrie held various research positions in Forrester’s research organization over the past 20 years, including SVP of research and group director for the eBusiness and channel strategy and B2B marketing roles. As an analyst before that, Carrie researched the dynamics and growth of online retailing. In this role, she analyzed consumers’ adoption of eCommerce, their multichannel behavior, and how retailers optimize sales to those consumers with key technologies and strategies.

Stop Overlooking Process And People In Your Martech Strategies
May 21st, 2021 6 min read

When faced with challenges or pain points, B2C marketers tend to turn to technology to help when they should be looking at the foundation of their marketing processes: their people. Instead of running another vendor evaluation, marketers should analyze how marketing strategies and campaigns come together today and then identify how technology supports their colleagues and enables them to accomplish their goals. Prioritizing people and processes can drive efficiency and reduce employee frustration.

2020 Virtual Care Forecast, US
October 19th, 2020 9 min read

Adoption of virtual care surged in response to the pandemic — forever leaving an indelible mark on healthcare and solidifying the technology as core to the US healthcare system. Healthcare leaders must prepare for a new virtual-first mode of operation. They should read this forecast report to understand the future impact that virtual care will have on their healthcare business and plan for a successful future. A downloadable and configurable forecast model accompanies this report online.

Overcome Internal Barriers To Successfully Innovate
August 2nd, 2021 15 min read

Successful firms grow business value through innovation, and top management leads their innovation initiatives. C-suite executives are prioritizing innovation to help drive market change. If a company’s priority is disruptive innovation, some of the biggest roadblocks will be internal. Employee teams, including senior leaders focused on today’s products and business models, can block disruptive innovation efforts. Tech executives should read this report to understand the barriers that must be addressed for disruptive innovation to succeed.

Reversing Your Return-To-Office Plan
November 19th, 2020 12 min read

With COVID-19 infection rates rising to troubling levels in the US, most of Europe in regional or national lockdown, and the possibility of vaccine delivery still months away, many firms must identify and closely monitor key indicators that should trigger a halt or reversal of their return-to-work planning. In addition to increased positive cases, pandemic response teams must also look to leading and lagging indicators to assess planning, scope, or activate reversal of back-to-work policies. Risk and business continuity pros should use this report to reassess return-to-office plans.

Prevent Fraud And Phishing Attacks With DMARC
March 31st, 2020 9 min read

Despite the many security technologies and education in place, phishing and business email compromise remain two of the biggest threats for organizations everywhere. Domain-based Message Authentication, Reporting & Conformance (DMARC) is an email authentication protocol that verifies legitimate senders and prevents malicious emails or unverified sources from ever reaching the workforce's inbox. In this report, we explain what DMARC is, how it works, and discuss vendors that can help S&R leaders implement it today.

Digital Store Processes Hinge On Associate Productivity
February 18th, 2020 10 min read

The store is rapidly changing: Customers now shop online across a range of devices, scan products from their smartphone in the store, and have their online order delivered to their car as they pull into the lot. But customer-friendly services such as click-and-collect also mean that associates have more to do, far beyond restocking shelves or manning the register. This report explores the processes and training that retail pros must implement for store associates to maximize the value from digital store investments. This is an update of a previously published report; Forrester reviews and revises it periodically for continued relevance and accuracy.

Planned Research

What research can you expect from Forrester in the next 12 months? Updated biweekly, our publishing plan will keep you current with market and technology trends. Use the link below to download a list of our upcoming research.