Ted Schadler

Vice President, Principal Analyst serving Application Development & Delivery PROFESSIONALS

Ted serves Application Development & Delivery Professionals. He has 27 years of experience in the technology industry, focusing on the effects of disruptive technologies on people and on businesses. His current research agenda analyzes the expanding role of content and content delivery in a mobile-first, digital-always world, including the effects on web content management and digital experience delivery platforms.

Ted is the coauthor of The Mobile Mind Shift: Engineer Your Business to Win in the Mobile Moment (Groundswell Press, June 2014). Your customers now turn to their smartphones for everything. What's tomorrow's weather? Is the flight on time? Where's the nearest store, and is this product cheaper there? Whatever the question, the answer is on the phone. This Pavlovian response is the mobile mind shift — the expectation that I can get what I want, anytime, in my immediate context. Your new battleground for customers is this mobile moment — the instant in which your customer is seeking an answer. If you're there for them, they'll love you; if you're not, you'll lose their business. Both entrepreneurial companies like Dropbox and huge corporations like Nestlé are winning in that mobile moment. Are you?

Ted is also the coauthor of Empowered: Unleash Your Employees, Energize Your Customers, and Transform Your Business (Harvard Business Review Press, September 2010). Social, mobile, video, and cloud Internet services give consumers and business customers more information power than ever before. To win customer trust, companies must empower their employees to directly engage with customers using these same technologies.

Previous Work Experience

Previously, Ted analyzed the consumerization of IT and its impact on a mobile-first workforce, the future of file services in a mobile-first, cloud-enabled world, mobile collaboration tools, workforce technology adoption and use, and the rise of cognitive computing. In 2009, Ted launched Forrester's Workforce Technology Assessment, the industry's first benchmark survey of workforce technology adoption. This quantitative approach helps professionals and the teams they work with have a fact-based conversation about employees' technology adoption.

Prior to joining Forrester in April 1997, Ted was a cofounder of Phios, an MIT spinoff. Before that, Ted worked for eight years as CTO and director of engineering for a software company serving the healthcare industry. Early in his career, Ted was a singer and bass player for Crash Davenport, a successful Maryland-based rock-and-roll band.

Education

Ted has a master's degree in management from the MIT Sloan School of Management. He also holds an M.S. in computer science from the University of Maryland and a B.A. with honors in physics from Swarthmore College.

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17 results in Reports

  • Healthcare
  • Customer Intelligence
  • For Customer Insights Professionals

    Report:Health Insurers: Prepare For Survival Of The Fittest

    Customer Insights Are Critical To Your Evolution

    Whether or not health insurers are ready, the age of the customer is the new reality and it demands customer obsession. The only successful strategy is to focus your business decisions on consumer...

    • For CIO Professionals

      Report:Accelerating Technology Change Restructures US Services Employment

      Human Middleware And Transaction Processing Jobs Are Becoming Obsolete

      A perfect storm of technology change is streamlining, simplifying, and atomizing business processes. The effects will ripple across organizations, as human capital shifts from handling transactions...

      • Downloads: 106
    • For Customer Experience Professionals

      Report:The Customer Experience Index, 2014

      How good is the customer experience at your company — as rated by your own customers? This report helps answer that question by providing benchmarks of the quality of customer experience for...

      • Downloads: 2534
    • For Customer Experience Professionals

      Report:The Business Impact Of Customer Experience, 2013

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

      • Downloads: 1413
    • For CMO Professionals

      Report:The Business Opportunity Behind Adaptive Intelligence

      Improve Business Outcomes With Adaptive Intelligence

      This report, originally written for CIOs, includes content relevant to CMOs. And here's why: To fuel growth, CMOs must be able to turn big data into smart data that provides the marketing team with...

      • Downloads: 274
    • For Customer Experience Professionals

      Report:The Business Impact Of Customer Experience, 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 simple models to estimate the impact that...

      • Downloads: 1527
    • For Customer Experience Professionals

      Report:How Companies Improved Their Customer Experience Index Scores, 2014

      Processes: The Customer Experience Maturity Playbook

      Forrester interviewed customer experience (CX) professionals at brands that showed the biggest year-over-year improvement in our annual CX benchmark. We asked them what they and their companies did...

      • Downloads: 1015
    • For CIO Professionals

      Report:Getting The Most Out Of Open Data

      Well-Designed Programs, Partner Ecosystems, And Data Brokers Generate Innovation And Value

      Open data strategies — initially driven by goals of increased transparency and accountability in government spending and performance — are now shifting to supporting innovation and...

      • Downloads: 405
    • For CIO Professionals

      Report:Improve Business Outcomes With Adaptive Intelligence

      Making Business Intelligence A Collaborative Process Leads To Greater Insights, Security, And Efficiency

      Enterprise execs who seek to understand their customers, market, and competitive landscape can't afford to limit their insights to the data they generate. Nor can they hope to gain sufficient insight...

      • Downloads: 552
    • For Customer Experience Professionals

      Report:Introducing Forrester's Next-Generation Customer Experience Index

      Great Customer Experiences Create And Sustain Customer Loyalty

      For the past seven years, Forrester has used its Customer Experience Index (CXi) to benchmark how consumers rated their interactions with hundreds of brands in the US and, more recently, in Europe...

      • Downloads: 1107
    • For eBusiness & Channel Strategy Professionals

      Report:mHealth Illustrates New Business Opportunities

      How To Combine New Data Sources, Cloud Resources, And Engagement Tactics To Maximize Impact In Mobile Moments

      A phenomenal amount of innovation is happening in the healthcare and wellness industries that places them at the forefront of mobile engagement. From wrist bands to smart pills, firms are using...

      • Downloads: 778
    • For Customer Experience Professionals

      Report:How Three B2B Firms Measure Customer Experience

      Customer experience leaders in business-to-business (B2B) firms need a measurement program that tells them how good their customers' experiences are today, provides guidance on how to improve those...

      • Downloads: 750
    • For Application Development & Delivery Professionals

      Report:Use Sensors To Take Apps To The Next Level Of Customer Engagement

      Apps Are Better And Customers Are Happier When Sensor Data Enriches Experiences

      Most apps are boring. Sensors can help. Sensors are data collectors that measure physical properties of the real-world such as location, pressure, humidity, touch, voice, and much more. You can find...

      • Downloads: 458
    • 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: 1148
    • For Customer Experience Professionals

      Report:The Customer Experience Index, 2013

      How good is the customer experience at your company — as rated by your own recent customers? This report answers that question by providing benchmarks of the quality of customer experience for...

      • Downloads: 2567
    • For Customer Experience Professionals

      Report:Does Customer Experience Really Drive Business Success?

      The Relationship Between Superior Customer Experience And Growth

      It's the age of the customer, when technology and economic forces have changed the world to such a great extent that an obsession with winning, serving, and retaining customers is the only possible...

      • Downloads: 522
    • For Infrastructure & Operations Professionals

      Report:Setting The IT Service Desk On Fire

      Learn How To Dramatically Increase Customer Experience From Others

      For many organizations, customer experience surveys of the IT service desk are already in place. However, if customer experience scores are at unacceptable levels, knowing what and how to change can...

      • Downloads: 437