Speaker Biography

Martin Gill

Principal Analyst

Sessions Featuring This Speaker

Outside In: A Forum For Customer Experience Professionals EMEA

11/06/2012

  • 09:15 AM - 09:45 AM

    Harnessing The Chaos: Mapping Win-Win Customer Experiences

    Adopting a customer-centric approach doesn’t mean enabling every experience on every touchpoint. The touchpoint arms race means that each customer journey is different and the permutations are endless. Instead, brands must focus on architecting compelling cross-touchpoint experiences around the interactions that are the most valuable for both the company and its customers. In this keynote, we will examine:

    • Why you can’t, and indeed shouldn’t, try to give anytime, anyplace, anywhere customers everything they think they want. 
    • How to identify win-win experiences that add value for both your organization and your customers.
    • How to optimize touchpoints within the context of a customer journey.

Research Focus

Martin serves eBusiness & Channel Strategy Professionals. His focus is on the eCommerce market within the European Union, with a particular interest in the retail industry, covering both pure-play online and multichannel retailing. His current areas of research include the application of location- and context-aware mobile applications to the shopping experience; social commerce; the integration of interactive media such as video into the eCommerce mix; and physical/digital channel integration.

Previous Work Experience

Martin's background spans both business and IT roles. He joined Forrester from the retail industry, having worked at Boots, a major European health and beauty retailer, for a number of years. His role there was to establish and develop a business-aligned enterprise architecture function, delivering transformational strategies for a number of key retail areas, including boots.com, the Advantage Card loyalty scheme, and the retail and pharmacy store systems. Prior to that, he worked in a variety of roles at Egg.com, Europe's largest pure-play digital bank, ranging from mergers and acquisitions to new product development for both Egg and PruDirect.

Education

Martin holds a first degree in manufacturing engineering and operations management from Nottingham University and a Master of Philosophy from Newcastle University by research covering the simulation of commercial systems.