Martin Gill

VP, Research Director

Forrester Bio

Author Insights


Customer Obsession Pays Dividends

Martin Gill March 31, 2023
Customer obsession starts with deeply understanding your customers’ needs and flows through to aligning your business operations to serve them profitably.

Finalists Announced For The Customer-Obsessed Enterprise Award — EMEA

Maxie Schmidt March 28, 2023
The hard work of customer obsession deserves recognition. Discover the finalists for the inaugural Customer-Obsessed Enterprise Award — EMEA.

CX EMEA 2023: Bold Focus

Martin Gill December 13, 2022
Take the initiative and use targeted innovation as the answer to tough times. Learn more at our event, CX EMEA 2023.

European Predictions 2023: Customer Experience

Martin Gill October 25, 2022
2023 will be a year of reckoning for European customer experience teams. Some will widen CX advantage over competitors, while other teams will be forced to disband. Learn more.

Prévisions Européennes 2023 : Expérience Client

Martin Gill 25 Octobre 2022
Découvrez les tendances et enjeux identifiés par nos experts sur le secteur de l'expérience client en 2023.

Prognosen 2023: Customer Experience

Martin Gill 25 Oktober 2022
2023 müssen sich europäische CX-Teams beweisen. Einige werden ihren Vorteil gegenüber Konkurrenten ausbauen, während andere Teams sich auflösen werden.

The Troublesome Teenage Years Of CX

Martin Gill May 20, 2022
What is your ambition for your customer experience team for the next decade? Pick your CX team archetype. Learn more in this post.

Les Entreprises Européennes Sous-Investissent Dans L’Expérience Client

Martin Gill 3 Mars 2022
Les entreprises européennes n’investissent pas assez dans l’expérience client, car elles considèrent que son amélioration ne mérite pas la priorité que lui accordent leurs homologues globaux. C’est une erreur.

European Organisations Are Underinvesting In Customer Experience

Martin Gill September 21, 2021
European organisations are underinvesting in customer experience as they see CX improvement as a lower priority than their global peers. This is a mistake.

How To Get The Most Out Of A Virtual Event

Martin Gill September 8, 2021
In many ways, virtual events are more convenient than in-person events, but they demand a different approach as a delegate.

Employee Well-Being Is A Shared Responsibility

Martin Gill May 10, 2021
The pandemic has highlighted the importance of focusing on employee well-being. VP and Research Director Martin Gill offers insight for both leaders and employees.

Pourquoi Investir Dans L’Expérience Client?

Martin Gill 24 Février 2021
L’amélioration de l'expérience client est un atout commercial évident. Lisez les points clés de notre récente enquête auprès des consommateurs européens.

Why Invest In Customer Experience?

Martin Gill February 24, 2021
The business benefits of strengthening CX are clear. Read the takeaways from our recent survey of European consumers.

In Times Of Crisis, Empathy Fuels Loyalty

Martin Gill December 18, 2020
We've identified four risk profiles to help understand global consumers' sensitivity to health and financial risks in relation to the COVID-19 pandemic.

Why Customer Experience? Why Now?

Martin Gill October 22, 2020
One of the things I was most looking forward to in 2020 as I returned to focus on our European consumer research was CX EMEA. I’ve always enjoyed Forrester events, both as a customer more than a decade ago, as an analyst presenting, and as a research director acting as MC. It’s a chance to […]

Europe Predictions 2021: Disruption And Opportunity For Technology Leaders

Martin Gill October 15, 2020
Every autumn at Forrester, we look ahead to predict how we think the world will unfold in the coming year. It’s that time again now. The art of prediction isn’t new, and as Europeans, we’ve excelled in it for centuries. Millenia even. Kings and queens, chieftains and war leaders would consult the wise, hoping for […]

Burberry’s Strong Sense Of Ethics And Legacy Of Digital Investments Set It Up For Future Success

Martin Gill July 16, 2020
Four lessons retailers can learn from Burberry's approach to the pandemic.

The Future Of B2C Buying In Europe: May You Live In Interesting Times

Martin Gill June 17, 2020
The pandemic has accelerated European brands' digital transformation and put company values in sharper focus. In our upcoming webinar series, learn how business leaders should respond.

Nordic Firms Must Adapt To Win

Martin Gill June 3, 2020
Measures to control the spread of COVID-19 are easing. Yet the enforced digital adoption of the last three months will have a lasting impact on customer and employee expectations.

How UK Employees Feel About COVID-19 Now: A PandemicEX Update

Martin Gill May 19, 2020
As the UK begins to face a staged return to work, business leaders must capitalize on the trust their employees have placed in them, take the lead on helping their employees through the crisis, and create a sense of security.
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