James serves Customer Insights Professionals. He is a leading expert on Digital Intelligence technology, organization, processes and services. His research is focused on helping firms leverage their digital customer insights to guide effective business decisions and ensure they are taking the maximum advantage of customer engagements across multiple digital touch points including web, mobile, social, and other channels.

Previous Work Experience

Prior to joining Forrester Research, James was senior director of professional services at SDL with global responsibility for the delivery of multichannel campaign management and analytic (CMA) enablement programs and solutions to multiple verticals. During his stint at SDL, he also managed teams to deliver web content management (WCM) solutions.

Past responsibilities include the delivery of web experience management, eCommerce, and customer-location-based solutions to a number of verticals including retail, telco, insurance, gaming, automotive, and financial services.

Education

James graduated from the University of Cape Town, South Africa, with a B.Sc. in geology. He followed this up with a B.Eng. (honors) degree in geographic information systems. He is ISEB and PRINCE2 practitioner certified.