Search Results

• Blog Why Invest In Customer Experience?

  February 24, 2021 | Martin Gill

  Our research shows that customer experience (CX) leaders grow revenue faster than CX laggards, cut costs, reduce risk, and can charge more for their products. You can stop reading now … Still Not...

• Report Gauge Your Digital Business Maturity

  The Assessment Report In The Digital Business Playbook

  February 19, 2021 | Ted Schadler, Pascal Matzke, Martin Gill

  Digital business transformation is a journey, not a destination. This report guides digital business leaders through Forrester's digital business maturity assessment so you can gauge where your...

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  Webinar Consumer Outlook On 2021

  February 4, 2021 | Anjali Lai, Martin Gill

  2020 will be remembered as a transformational year in world history; now, the decisions, actions, and innovations that occur in 2021 will set the trajectory for pandemic recovery and rebound that...

• Blog In Times Of Crisis, Empathy Fuels Loyalty

  December 18, 2020 | Martin Gill

  In our recent report, “The Myth Of A World After: A European Recovery Perspective,” we outlined how B2C consumption will evolve in post-pandemic Europe. In 2020, consumers have...

• Report To Win And Retain Consumers During The Pandemic, Start With Empathy

  Demonstrate Empathy By Designing For Unique Customer Risk Profiles

  December 17, 2020 | Anjali Lai, Martin Gill

  Within the COVID-19 crisis are the seeds of transformation: The boldest leaders will not only adapt their businesses; they will use insights to get closer to their consumers and understand their...

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

  Europe-Friendly Start Time

  October 28, 2020 | Laura Koetzle, Martin Gill, Martha Bennett

  The lasting impact of COVID-19 and the high likelihood of future pandemics will usher in five macro shifts that will fundamentally change business and technology: 1) Customer expectations will...

• Blog Why Customer Experience? Why Now?

  October 22, 2020 | Martin Gill

  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...

• Blog Europe Predictions 2021: Disruption And Opportunity For Technology Leaders

  October 15, 2020 | Martin Gill

  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...

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

  July 16, 2020 | Martin Gill

  Burberry is the latest in a long line of retailers to announce staff cuts, store closures, and a rethink of some of its core assumptions about how customers interact with the brand and how work...

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

  July 14, 2020 | Stephanie Balaouras, Laura Koetzle, Martin Gill

  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...

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

  June 17, 2020 | Martin Gill

  The ancient Chinese curse “May you live in interesting times” might be neither ancient nor Chinese, but it’s wholly applicable to 2020. Words and phrases like “unprecedented” and “the new...

• Blog Nordic Firms Must Adapt To Win

  June 3, 2020 | Martin Gill

  Bar Sweden, where experts now acknowledge the shortcomings in its less-restrictive response to the pandemic, the Nordic countries are now gradually easing measures implemented to control the spread...

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

  May 19, 2020 | Martin Gill

  In late March, we fielded the first wave of our PandemicEX survey to more than 1,000 workers across Europe. Six weeks later, in early May, we reached back out to see how a life of lockdown and...

• Blog COVID-19 Accelerates Digital Adoption For European Consumers And Businesses

  May 5, 2020 | Martin Gill

  The COVID-19 crisis means European B2C firms are broadly in one of three response modes right now: Survivors (travel, hospitality, and some nonessential retailers) have been massively disrupted by...

• Blog PandemicEX: How UK Employees Feel About The Pandemic

  April 8, 2020 | Martin Gill

  Our first wave of outreach from our PandemicEX survey is back, with responses from more than a thousand employees across UK, France, Germany, Italy and Spain to help us find out how they feel their...

• Report Differentiate Your Business With Digital

  The Executive Overview Of The Digital Business Playbook

  February 12, 2020 | Martin 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...

• Blog European Retail CX Scores Are Gradually Improving

  January 27, 2020 | Martin Gill

  The launch of Forrester’s Customer Experience Index (CX Index) reports for UK and French retailers is a great way for me to dive into the topic of customer experience in a broader way than I have...

• Report The Impact Of Emerging Technology In 2030 On mCommerce Experiences In Utilities

  December 4, 2019 | Carlton 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...

• Report The Impact Of Emerging Technology In 2030 On mCommerce Experiences In Transportation

  December 4, 2019 | Carlton 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...

• 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...

• Report The Impact Of Emerging Technology In 2030 On mCommerce Experiences In Education

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

  Mobile has long promised to be the great equalizer in education by bringing connectivity to the billions of people who own mobile devices. Emerging technologies will scale education with immersive...

• Report Recruit And Retain Top Digital Talent

  Intermediate Level: Hire And Keep Digitally Skilled Employees To Embed Digital Throughout Your Organization

  May 1, 2019 | Fiona Swerdlow, Martin Gill, Mike Chirokas

  Established firms, including retailers and banks, struggle to recruit and retain the brightest digital talent. To attract digital professionals, they compete directly with startups, agencies, and...