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.

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

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