Martin Gill

The hard work of customer obsession deserves recognition. Discover the finalists for the inaugural Customer-Obsessed Enterprise Award — EMEA.

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

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.

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

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

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 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 as they see CX improvement as a lower priority than their global peers. This is a mistake.

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

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.

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

The business benefits of strengthening CX are clear. Read the takeaways from our recent survey of European consumers.

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

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 […]

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 […]

Four lessons retailers can learn from Burberry's approach to the pandemic.

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.

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.

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.