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Martin   Gill

Martin Gill

VP, Research Director Serving Customer Experience Professionals

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.

Martin Gill

VP, Research Director Serving Customer Experience Professionals

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.

Martin Gill's Research

Most RecentMost Popular
  • For CIO Professionals

    REPORT: The New, Unstable Normal: How COVID-19 Will Change Business And Technology Forever

    July 14, 2020 Stephanie Balaouras, Laura Koetzle, Martin Gill, Martha Bennett, Dan Bieler, Sam Higgins, Leslie Joseph, Anjali Lai, Tom Mouhsian, Xiaofeng Wang

    The pandemic has already forced firms and policymakers to do things that were previously considered impossible. This is just the beginning. Given its gravity, the effects of COVID-19 — along with other unpredictable eruptions of systemic risk — will continue to surface over the next decade. In this report, we outline how changes in customers, experiences, work, technology, and business resiliency will alter business permanently over the next five years and beyond.

  • For CMO Professionals

    REPORT: Differentiate Your Business With Digital

    The Executive Overview Of The Digital Business Playbook

    February 12, 2020Martin Gill

    To compete in the age of the customer, your firm must become a digital business. As a digital business leader, it's your job to shape how. You must enhance your digital customer experience while also driving agility and efficiency through digital operational excellence. You must champion innovation and thrive within a wider digital ecosystem. This is a tough challenge. Few firms have made the transformation, and many more will fall along the way. This playbook shows you how to drive digital business transformation in your firm. This is an update of a previously published report; Forrester reviews and updates it periodically for continued relevance and accuracy.

  • For eBusiness & Channel Strategy Professionals

    REPORT: The Impact Of Emerging Technology In 2030 On mCommerce Experiences In Utilities

    December 4, 2019Carlton A. Doty, Julie Ask, Martin Gill

    Emerging technologies will impact what is possible in the consumer utilities market — electricity, water, and gas — in terms of controlling consumption but will have less influence on direct purchases or commerce on mobile devices. The accompanying PDF provides a closer look at the impact that emerging technologies will have on the utilities industry in the next decade. This report is part of a series on mCommerce in 2030 across multiple industries.

  • For eBusiness & Channel Strategy Professionals

    REPORT: The Impact Of Emerging Technology In 2030 On mCommerce Experiences In Transportation

    December 4, 2019Carlton A. Doty, Martin Gill, Julie Ask

    Consumers today regularly engage with transportation-as-a-service models like Uber and Lyft via their mobile devices. As new technologies emerge, the transportation industry will be disrupted once again by mobile devices. The accompanying PDF provides a closer look at the impact that emerging technologies will have on the transportation industry in the next decade. This report is part of a series on mCommerce in 2030 across multiple industries.

  • For eBusiness & Channel Strategy Professionals

    REPORT: The Impact Of Emerging Technology In 2030 On mCommerce Experiences In Media

    December 4, 2019 Julie Ask, James McQuivey, PhD, Martin Gill

    More than a quarter of US online adults prefer to use their smartphones to purchase digital or downloadable products. Consumers already regularly spend money on digital media like videogames on their mobile devices. Emerging technology will continue to fundamentally change how consumers buy and consume media. The accompanying PDF provides a closer look at the impact that emerging technologies will have on the media industry in the next decade. This report is part of a series on mCommerce in 2030 across industries.

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