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.


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

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228 results in Reports

  • Design & Usability
  • For eBusiness & Channel Strategy Professionals

    Report:Making The Case To Go Global

    Business Case: The eCommerce Globalization Playbook

    If you're contemplating how to take your organization global, you're not alone. A growing number of eCommerce leaders are looking to extend their businesses into new markets — and struggling to...

    • Downloads: 117
  • For Customer Experience Professionals

    Report:Design Lessons From Forrester's 2013 Outside In Award Winners

    A Look Inside The Experience Design Programs At Ally Bank And PwC Australia

    In its first annual Outside In Awards, Forrester recognized two winners in the customer experience design category. Financial services provider Ally Bank designed and tested a mobile application in...

    • Downloads: 333
  • For Customer Experience Professionals

    Report:How To Build A Technology Plan That Sustains Employee Engagement

    Technology Should Provide Employees With Freedom To Act On Customer Needs

    Engaged employees ensure that businesses consistently deliver good customer experiences over time and across channels. But beyond creating a shared understanding of the intended experience,...

    • Downloads: 201
  • 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: 1036
  • For Application Development & Delivery Professionals

    Report:Build Responsive Web Transactions — Your Testing Teams Will Thank You

    Rejuvenate Online Transactional Experiences With Responsive Web Design

    This report, originally written for eBusiness professionals, is also relevant for application development and delivery (AD&D) teams. Many developers have witnessed decisions to adaptively deliver...

    • Downloads: 115
  • For eBusiness & Channel Strategy Professionals

    Report:Why More Banks Should Put Search On Their Secure Websites

    Online Bankers Say Search Is Important But Low In Quality, And Many Banks Don't Offer Search On Their Secure Websites

    Banks routinely upgrade and enhance their secure websites with an eye toward meeting users' needs, driving sales, and differentiating from competitors. Key decisions in this process often revolve...

    • Downloads: 224
  • For eBusiness & Channel Strategy Professionals

    Report:2014 Website Functionality Benchmark: US Health Insurance Plan Public Sites

    In An Age Of Increasing Complexity And Consumer Choice, Healthcare Sites Struggle With Simplicity

    In the wake of the Affordable Care Act, leading health plans have been vocal about finally making serious investments in retail-oriented, digital shop-to-enroll experiences. As we move into the tail...

    • Downloads: 259
  • For eBusiness & Channel Strategy Professionals

    Report:2012 US Bank Secure Website Rankings

    Citi Moves To The Top With Added Functionality And A New Look

    Digital banking teams want to know where they stack up against competitors when it comes to their secure websites and other digital features — everything from mobile functionality to customer...

    • Downloads: 415
  • For Infrastructure & Operations Professionals

    Report:Left-Shift Technology Monitoring For Success In The Age Of The Customer

    The Technology Concepts Of End User Behavior Monitoring

    Technology-based innovation is the key to success in the "age of the customer." Businesses are investing in technologies that not only meet expectations but delight customers and employees, because...

    • Downloads: 394
  • For eBusiness & Channel Strategy Professionals

    Report:International Shipping Solutions For US Online Retailers

    Using Cross-Border Shipping To Reach Global Customers

    The US may boast the largest eCommerce market today, but eCommerce growth rates are far higher in other countries across Europe, Asia Pacific, Latin America, and other regions of the globe than in...

    • Downloads: 395
  • For Application Development & Delivery Professionals

    Report:Brief: Software Requirements Practices Are Ripe For Disruption

    Agile approaches and continuous delivery have improved software development, testing, and delivery capabilities, but many organizations find their requirements practices continue to be a source of...

    • Downloads: 418
  • For Customer Experience Professionals

    Report:The Right Mobile Usability Testing Tool

    Mobile is a leading driver of customer experience (CX) innovation, but a bad mobile experience can turn away customers for good. That's why CX professionals should embrace tools and services...

    • Downloads: 356
  • For Customer Experience Professionals

    Report:Executive Q&A: Customer Experience Rooms

    Customer experience (CX) rooms — immersive, interactive spaces that help employees better understand customers — have emerged as a powerful new tool for improving experiences. For...

    • Downloads: 287
  • For eBusiness & Channel Strategy Professionals

    Report:Cross-Border eCommerce: The Opportunity For US Online Retailers

    International Shipping Solutions Provide A Low-Cost Way To Reach Global Online Shoppers

    eCommerce growth rates in many regions of the globe are outpacing eCommerce growth in the US. As a result, eBusiness executives at US online retailers are considering new ways to expand globally....

    • Downloads: 147
  • For Customer Experience Professionals

    Report:The Services Frontier For The Digital Consumer

    Services For The Digital Self

    This report, originally written for CIOs, includes content relevant to chief customer officers. And here's why: As consumers continue to aggregate data — spanning personal and work-related...

    • Downloads: 348
  • For eBusiness & Channel Strategy Professionals

    Report:Seven Must-Haves For Successful Website Localization

    Every year, online retailers spend millions of dollars expanding into global markets. Unfortunately, many eBusiness leaders think the process of localizing their websites stops once they've...

    • Downloads: 89
  • For Customer Experience Professionals

    Report:Case Study: Rogers Communications Pilots A New Customer Experience Strategy

    In 2011, the customer experience team at Rogers Communications, Canada's largest telecommunications carrier, was beating its collective head against a wall — how could it operationalize its...

    • Downloads: 553
  • For eBusiness & Channel Strategy Professionals

    Report:The State Of Retailing Online 2011: Merchandising, Headcount, And Global Strategies

    This is the second of two reports that detail the findings from "The State Of Retailing Online, 2011," a research survey conducted by Forrester Research. Specific topics covered in this...

    • Downloads: 2176
  • For Customer Experience Professionals

    Report:Brief: Capital One Gets It Right With Adaptive Path Acquisition

    Firms that aspire to become customer experience (CX) leaders should pay close attention to the unfolding CX case study at Capital One. Following a busy two years of innovation efforts, Capital One...

    • Downloads: 177
  • For eBusiness & Channel Strategy Professionals

    Report:Mobile Moments Transform Commerce And Service Experiences

    Strategic Plan: The Mobile eBusiness Playbook

    Your customer is experiencing a mobile mind shift: the expectation that she can get what she wants in her immediate context and moments of need. As a result, mobile is central to customer experience...

    • Downloads: 326
  • For Customer Experience Professionals

    Report:The Power Of Disciplined Simplification

    Assessment: The Digital Customer Experience Improvement Playbook

    Customer experience (CX) professionals at established firms struggle to replicate the lean mix of strategy, technology, and execution associated with successful startups and their distinctive...

    • Downloads: 406
  • For B2C Marketing Professionals

    Report:Predictions 2015: Marketing Leaders Mix Data, Content, And Insight To Craft Brand Experiences

    Customer-Obsessed Marketers Will Harness The Power Of Contextual Data To Deliver Highly Differentiating Brand Experiences

    The year 2015 will see the gap between customer-obsessed brands and the rest grow even wider. As more interaction data from multiple channels and touchpoints floods customer databases and marketing...

    • Downloads: 571
  • For eBusiness & Channel Strategy Professionals

    Report:2013 US Bank Online Sales Rankings

    Bank Of America Takes The Top Spot For The First Time

    Checking accounts are one of the top selling financial products in the US, and 18% of applicants apply online. To help digital banking teams benchmark their bank websites and plan future...

    • Downloads: 419
  • For Customer Experience Professionals

    Report:Mobile Moments Transform Customer Experience

    Mobile Experiences In Four Steps: Identify, Design, Engineer, And Analyze

    Your customer is experiencing a mobile mind shift: the expectation that she can get what she wants in her immediate context and moments of need. As a result, mobile is central to customer experience...

    • Downloads: 1224
  • For CIO Professionals

    Report:Great Mobile Experiences Are Built On Systems Of Engagement

    By 2014, smartphones and tablets will put power in the pockets of a billion global consumers, including your employees and partners and customers. However, mobile is not simply another device for IT...

    • Downloads: 1114