Speaker Biography

Martin Gill

VP, Research Director

Sessions Featuring This Speaker

Forrester's Forum For Technology Management Leaders

06/12/2014

  • 04:15 PM - 04:55 PM

    Navigate Your Digital C-Suite

    Turning your firm into a digital business requires wholesale change. So who will lead the transformation? Learn how firms are tapping different executives — CIOs, CMOs, CXOs, and CDOs — to get the job done. What does it take and how can you work with these leaders to navigate this change? Learn to identify:

    • The attributes of a successful digital business leader.
    • Touchpoints and interactions models within the C-suite.
    • Case studies and best practices from leaders navigating this change.

  • 02:25 PM - 03:05 PM

    Developing Actionable Multichannel Digital Solutions

    Gone are the days when customers interacted with channels. A new generation of connected shoppers has emerged with expectations of transparency, increased convenience, and higher levels of engagement from their brand of choice. To meet the needs of today's shoppers, retailers are rapidly turning to digital solutions that shuttle actionable to the customer at any channel and on any device, at the moment of need. In this session, you will learn:

    • Why multichannel is now a customer imperative.
    • What digital commerce technologies are most critical to success in the age of the customer.
    • How retailers and manufacturers are mastering multichannel.

Research Focus

Martin leads a Europe-based research team focusing on the intersection between customer experience (CX), brand, and privacy and examining how CX leaders, CMOs, and security and privacy professionals must respond to the changing nature of today’s empowered consumers.

The team’s 2020 research themes include the role of emotion in delivering breakthrough customer experiences, the evolution of service design, how brands can deliver great experiences through partners, as well as CX benchmarking and consumer insights and analyzing underpinning CX and security technologies.

Although global in scope, this research speaks specifically to the dynamics, competitive landscape, and legislation of the European market.

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.