Martin Gill

Jorissa Neutelings, chief digital officer at ABN AMRO, has a vision, and it’s a compelling one. She joined us on stage at our CX Summit EMEA last year and again on the CX Cast to describe her vision for the “liquid company” — a company that adapts instantly to customer context, removes friction, and embeds […]

One of my less well-kept secrets is that I used to run an enterprise architecture team. Back in those good old days, we’d spend weeks crafting intricate strategy and reference model diagrams, only to watch them gather dust as the business moved on. Fast-forward to customer experience (CX), and I see a striking similarity in […]

Malgré la volonté de réduire la dépendance vis-à-vis des entreprises non européennes, il sera difficile à court terme de se passer des géants technologiques. Découvrez nos autres prévisions pour l'Europe au cours de l'année à venir.

Despite a desire to reduce dependencies on non-European firms, a break from the tech giants will be impractical in the near term. Learn what else we foresee for Europe in the year ahead.

CX leaders often fall into the trap of searching for a “big bang” solution, but real change often happens in micromoments. In our latest episode of the CX Cast, we unpack why culture change is so hard and why it matters now more than ever.

This month on The CX Cast, we explored the realities of leading customer experience in a rapidly evolving world. From reimagining mobility to fixing change management failures and even preparing the next generation of CX leaders, as always, we provide practical advice you can apply today. Here’s what you missed and why you should catch […]

AI is transforming the skills that CX professionals need to succeed. Discover how University College London prepares future CX leaders for an AI-driven world with practical skills, real projects, and lifelong learning strategies.

Drivers of trust change depending on both consumer and enterprise perception of risk. So who do we trust to manage the risks of AI?

In August’s episodes of the Forrester CX Cast, we focused on how customer experience (CX) leaders can evolve their CX strategies by sparking innovation, scaling journey management, and aligning marketing with CX.

Budget planning this season may feel like a high-stakes expedition into uncharted territory. Learn how our 2026 Budget Planning Guide can help customer experience leaders deftly navigate this uncertain terrain.

The (mostly) new Medallia executive team showed up to its inaugural Experience World Tour 2025 in London with a bullish vision for an AI-fueled, predictive CX management platform that puts the insights that frontline employees need directly into their hands.

We’ve just wrapped up another successful CX Summit EMEA. Now it’s time to put those lessons to work — and deliver on your customers’ total experience.

Zu viele Unternehmen investieren in CX, um zu verbessern, was ihre Kunden über ihre Erfahrungen sagen, anstatt diese Erfahrungen tatsächlich zu verbessern. Auf dem CX Summit EMEA 2025 erfahren Sie, wie Sie bessere, bedeutungsvollere Erlebnisse schaffen, die Loyalität und Wachstum fördern.

Trop d'entreprises investissent dans l'expérience client (CX) pour améliorer ce que leurs clients disent de leurs expériences, plutôt que pour améliorer réellement ces expériences. Au Summit CX EMEA 2025, découvrez comment créer des expériences meilleures et plus significatives qui favorisent la fidélité et la croissance.

We received many questions during our recent webinar on CX metrics. Here, we provide answers while recapping some of the key themes.

Let’s start with some good news. According to Forrester’s Priorities Survey, 2024, business and technology leaders tell us that the number-one priority for their firm is to “improve the experience of our ultimate customers.” The top three priorities for this year are: 1. Improve the experience of our ultimate customers. 2. Meet measurable commercial growth […]

The UK government has declared that it will “take a ‘test and learn’ approach with spending on AI and digital to push innovation.” Staged funding, mission-driven prioritization, and outcome metrics — the civil service bringing some Silicon Valley mentality to play. In theory, I like it. In practice … hold that thought for now.

We made a call last week that Apple had created a trust issue in the UK, and possibly more widely.

We shared some classical Greek imagery in our recent blog on the UK government’s recent swathe of AI announcements. This week, I’m more inspired by Ancient Rome to say “mala tempora currunt!” Last month, Apple decided to stop offering its Advanced Data Protection (ADP) feature to new customers in the UK, and customers who opted […]