VP, Principal Analyst
Outside In: A Forum For Customer Experience Professionals EMEA
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:
Martin serves eBusiness & Channel Strategy Professionals. He leads the development of Forrester's Agile commerce playbook, which focuses on how consumer adoption of multiple touchpoints is driving the need for firms to abandon channel-siloed strategies to become both more customer-centric and more agile in how they embrace change. Martin covers digital and eBusiness maturity and how firms can adopt organizational structures, processes, sourcing strategies, and metrics that help them embed digital tools and capabilities throughout their organizations. He is based in the UK, and while covering global trends, he has a particular focus on the European retail market.
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.
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.