Martin Gill

VP, Research Director

Forrester Bio

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Blog

Why Customer Experience? Why Now?

Martin Gill 4 days ago
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 […]
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Blog

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 […]
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Blog

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.
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Blog

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.
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Blog

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.
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Blog

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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Blog

COVID-19 Accelerates Digital Adoption For European Consumers And Businesses

Martin Gill May 5, 2020
Six things B2C marketing leaders in Europe should build into their pandemic response strategies.
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Blog

PandemicEX: How UK Employees Feel About The Pandemic

Martin Gill April 8, 2020
78% of UK workers expect further disruptions to work, compared to 65% of Europeans. Read more insights on how UK workers feel about the coronavirus pandemic.
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Blog

European Retail CX Scores Are Gradually Improving

Martin Gill January 27, 2020
European retailers are slowly improving their CX. Successful firms are demonstrating their commitment to respecting customers’ privacy and building strong brands.
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Blog

How To Fail And Not Get Fired

Martin Gill October 30, 2018
For years now we’ve been promoting the concept of “fail fast” as if failure is awesome, something to aspire to. In many ways, it is. Thomas J. Watson Sr., the chairman of IBM in its industrial heyday, advised “If you want to succeed, double your failure rate.” I can find you a dozen similar quotes, […]
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Blog

Empower Autonomous Teams To Accelerate Digital Delivery

Martin Gill July 20, 2018
The need for speed has never been greater. Empowered customers are fickle. Big tech is disintermediating you. Disruptors lurk in the darkest corners of your markets, ready to rise krakenlike to swallow your floundering ship whole. Your prospects are bleak. A depressing way to end the week? Perhaps not. Speed of execution is more vital […]
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Blog

Too Fast To Fail

Martin Gill May 25, 2018
There’s an old mantra that no one really believes anymore: too big to fail. Tell that to the dinosaurs. In the past 20 years, business has undergone a critical pivot. We’ve moved from the age of scale, when the winners were vertically integrated monoliths with vast purchasing power, through the age of information to a […]
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Blog

Digital Transformation Unlocks Business Opportunity

Martin Gill April 16, 2018
My first job (other than being a barman at college) was designing and developing an ERP system for a ship repair yard on the River Tyne. This was Circa 1995, a time when the ship building and repair industry in the UK was twitching its last death spasms. It was an industry in the final […]
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Blog

Lead Transformation With Our New Digital Business Playbook

Martin Gill March 1, 2018
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 also driving agility and efficiency through digital operational excellence. You must champion innovation and thrive within a wider digital ecosystem. This […]
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Blog

Unpacking Digital Leadership Myths

Martin Gill February 16, 2018
Who should lead your firm’s digital transformation? The CEO? CIO? CMO? Firms turn to a variety of executives to lead their digital charge, but form follows function, and functional leaders often default to a functional (read: siloed, or dare I say myopic?) scope. So how do you break free and challenge outdated paradigms? Hire a […]
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Blog

Our New Differentiate With Digital Research Is Coming

Martin Gill December 14, 2017
I’ve been quiet on here for a while because I’ve had my head down in a major refresh of our digital research. I can’t take all the credit. Far from it. In the new year we’ll be relaunching our digital business playbooks to create a comprehensive guide to help C-level digital leaders articulate their digital […]
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Blog

Headcount Grows Again As The Hard Work Of Digital Transformation Kicks In

Martin Gill March 8, 2017
Every year we run a staffing and hiring survey of what used to be “eBusiness” professionals. I say “used to” because increasingly we find that eBusiness teams have morphed into “Digital Business” teams. Why? Well teams are under an increasing set of pressures, including:   A mandate to drive strategic change throughout the organization. Seventy […]
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Blog

The Future of Retail Will Blow Your Mind

Martin Gill February 24, 2017
The Future of Retail Will Blow Your Mind. A bold claim? You bet.   The retail industry is facing a tectonic shift. Empowered customers are challenging age-old truths every day. New distribution channels, e-commerce impacting physical stores, new payment systems and innovative technical solutions disrupt old operating models. Mobile and wearables connect customers wherever they […]
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Blog

Forrester’s Digital Transformation Forum 2017: The Future Won’t Wait, So Neither Should You

Martin Gill February 13, 2017
We’ve spent the last few weeks hothousing ideas for the forthcoming Digital Transformation forum in Chicago on May 9th and 10th. We’ve been identifying the key themes that will ripple through our Digital Transformation events in 2017. Themes that resonate with where the market is at right now, and ones that point to the rapidly […]
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Blog

Your Mobile Website Makes Me Sad

Martin Gill January 26, 2017
One of the best parts about being a Research Director here at Forrester, rather than an Analyst, is I get to be involved in a wider range of research topics than before.    I’ve always been interested in mobile, but I’ve never really covered it as a subject. We have an embarrassment of way more […]
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