Patti Freeman Evans

Vice President, Research Director serving eBusiness & Channel Strategy PROFESSIONALS

Patti serves eBusiness & Channel Strategy Professionals. She is a leading expert on multichannel retail strategy with 19 years of diversified experience, expertise in creating customer-centric eCommerce sites, integrating channels effectively, developing innovative marketing initiatives, and ensuring high-standard customer service and order fulfillment operations.

Previous Work Experience

Patti was formerly a research director at JupiterResearch. Before joining JupiterResearch, she held leadership positions with leading internationally known companies like Bloomingdale's and Godiva Chocolatier. Most recently, she was director of shopping services with, where she touched on all aspects of the multichannel retail business. Brought on board to create and launch Bloomingdale's Bridal Registry website with, Patti directed all aspects of the business from concept to implementation, including back-end customer service and store integration issues. In her previous capacities at Bloomingdale's, she led the international marketing department and implemented award-winning multiple-media marketing and retention programs. Further, Patti has done project work to develop interactive educational products for adults and children.

Patti has been quoted in major media outlets such as The Wall Street Journal, The New York Times, The Chicago Tribune, and Business 2.0, as well as in industry publications such as Internet Retailer and Executive Technology. Patti has also appeared on NBC Nightly News, CNBC, BBC, CNN, NPR, PBS, Fox Business News Network, and BNN.

She has taught eCommerce at the Fashion Institute of Technology in New York and is also the vice chairman of the board of directors for, a membership organization that serves the online and multichannel retail community and a division of the National Retail Federation.


Patti earned a B.A. in business management and studio art from Franklin and Marshall College.

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    • For Infrastructure & Operations Professionals

      Blog:Current Trends Demand A New Approach Towards Voice Communications

      How is your organization preparing to adopt and implement its roadmap for IP telephony? Although IP telephony adoption has reached the mainstream and most organizations have deployed it in several...

      • For Security & Risk Professionals

        Blog:VMware Advances DR Preparedness

        On May 12th, 2008 VMware announced that nine storage replication vendors have tested and certified their technology with VMware’s long awaited Site Recovery Manager (SRM) offering. SRM is an...

        • For Infrastructure & Operations Professionals

          Blog:Sprint, Back In The WiMax Saddle?

          I’ve been following the voluminous press around Sprint’s WiMax partnership announcement today. I’ve been following the news mostly to see if I’m missing anything, and it seems I’m not. It looks like...

          • Charts & Figures:Wal-Mart Clearly Explains Its Communication Policies

          • For B2C Marketing Professionals

            Blog:Mobile Moments Change Everything — Check Out #MyMobileMoment And Add Your Own

            Stop thinking in terms of what you do, or how your technology works now. Start thinking in terms of the mobile moments of your customers. A mobile moment is a point in time and space when someone...

            • For Customer Experience Professionals

              Charts & Figures:Wal-Mart Clearly Explains Its Communication Policies

            • For Enterprise Architecture Professionals

              Blog:Architectural Agency

              Recently one my clients, Mike Rehorst with Northwestern Mutual, sent me this link to a TED presentation by well-known architect (in the building sense) Joshua Prince-Ramus: ...

              • For Infrastructure & Operations Professionals

                Blog:Microsoft Parties Like It

                Microsoft celebrates the launch of the latest Windows Server, SQL Server, and Visual Studio products with a global release party. The events are intended to showcase the underappreciated IT...

                • For Infrastructure & Operations Professionals

                  Blog:Help Set Energy Star Standards?

                  Everyone wants to make their data centers more efficient and gain recognition for their efforts but we’re lacking the benchmarks to shoot for. Well, here’s your chance to help change that. On March...

                  • For Customer Insights Professionals

                    Blog:The Recent Attribution Technology Acquisitions Don't Surprise Us In The Least

                    On the morning of May 6, 2014, Google announced its intent to acquire Adometry, a leader in the attribution technology space. Later on the same day, AOL announced its intent to acquire Convertro,...

                    • For Customer Experience Professionals

                      Charts & Figures:Progressive Gives Users Control Over Email And Mobile Preferences

                    • For Infrastructure & Operations Professionals

                      Blog:James Staten IT Forum Keynote

                      In case you weren't able to join us at our Forrester IT Forum in Las Vegas last month, here is the video of my keynote session on how enterprises should be thinking about incorporating cloud...

                      • For CIO Professionals

                        Blog:Why Do IT Roles Fail?

                        I’ve been researching why IT roles fail (or at least struggle mightily and often futily). The roles that come up most often are the ones that are not directly building or...

                        • For Infrastructure & Operations Professionals

                          Blog:Windows Vista SP1: Success!

                          Well that was easy! Not only did the Release Candidate Refresh 2 of Windows Vista Service Pack 1 (SP1) install successfully, it installed much faster than the previous version attempted to. In fact...

                          • For Infrastructure & Operations Professionals

                            Blog:Cisco To Enter Femto-Fray?

                            ThinkPanmure released a bulletin this week speculating that networking stalwart Cisco had plans to enter the femtocell fray via the potential acquisition of equipment vendor iP.access. If the...

                            • For Analyst Relations Professionals

                              Report:Industry Analyst Relations And Insight

                              Insight: The Industry Analyst Relations Playbook

                              Insight is analyst relations' (AR's) forgotten child, almost always playing second fiddle to the influence operation by which vendors commonly gauge AR's worth. However, AR spends more of its budget...

                              • Downloads: 100
                            • For Security & Risk Professionals

                              Blog:Thomson Reuters Gets A Jump On Holiday Shopping, Acquires Paisley

                              Keep an eye out in the next week for Forrester’s GRC Trends 2009 report, which will take a look at how a decidedly rocky end of 2008 will impact those responsible for various aspects of corporate...

                              • For Customer Experience Professionals

                                Charts & Figures:Mint Lets Users Specify Content And Channel Preferences

                              • For CIO Professionals

                                Blog:Help Us Benchmark “Social Maturity”

                                We recently embarked on a Forrester-wide research project to benchmark the use of social technologies across enterprise organizations. Why is this important? Well, as you may know, we cover social...

                                • For Application Development & Delivery Professionals

                                  Blog:Customer Service Myths, Half-Truths, and Total Nonsense....Continued

                                  I got a lot of feedback from my last blog post, and I’d like to share my thoughts on each of these statements about customer service. I am sure my point of view is contentious, so please keep...

                                  • 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: 141
                                  • For B2B Marketing Professionals

                                    Charts & Figures:Top Three Attributes For Valuable Meetings With Executive Buyers By Department

                                  • For Application Development & Delivery Professionals

                                    Charts & Figures:Firms Embrace SaaS To Cut Costs, Boost Innovation, And Improve The User Experience

                                  • For Infrastructure & Operations Professionals

                                    Blog:My Experiences With An Early Version Of Windows Vista SP1

                                    Having already received dozens of client inquiries on Windows Vista Service Pack 1 (SP1) I thought it might be an interesting learning experience to install the Release Candidate Refresh on my...

                                    • For CIO Professionals

                                      Blog:Upcoming Tweetup At Forrester's IT Forum 2009

                                      By Tom Pohlmann Vice President, Information Technology Research On May 18, the night before Forrester’s IT Forum, Forrester will be hosting a Las Vegas Tweetup. Tweetups are low-key social...

                                      • For B2C Marketing Professionals

                                        Blog:Forrester Report: Online Community Best Practices for the Interactive Marketer

                                        [Posted by Jeremiah Owyang] Left: One of the 5 diagrams from the report: Successful online communities experience the following stages. This is my debut, my first report published with my name as...