Martin Gill

VP, Research Director

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.

Finish Your Brexit Preparations Now
Report
November 18th, 2020 9 min read

The UK has already left the EU, but the outlook for the future relationship remains cloudy. As negotiations stumble into November, a hard Brexit looks inevitable; any last-minute deal is likely to be minimalist and will have much the same result as no dea

The New, Unstable Normal: How COVID-19 Will Change Business And Technology Forever
Report
July 14th, 2020 15 min read

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 conti

Research Coverage

Planned Research

What research can you expect from Forrester in the next 12 months? Updated biweekly, our publishing plan will keep you current with market and technology trends. Use the link below to download a list of our upcoming research.