Martin Hill-Wilson, Hill-Wilson
Customer Service, CX & AI Engagement Strategist - Chair, Keynotes & Masterclasses. Brainfood is an advisory and education service. Advice in terms of co-designing practical engagement strategies that balance customer and business needs. These are orchestrated from a blend of live assistance, self service and proactive contact using whatever optimised mix of voice, text and video works best across realigned customer journeys.
Diversity in customer experience is to recognize and respond to distinct customer needs. Some we recognise. For instance, legislation requires wheelchair customers move freely around…
created by aleezajon Here is another idea I explored pre-pandemic which seems all the more relevant given the current focus on well-being. It’s imagined as…
credit Original image – Simon Colton A little over a year ago I started thinking about the way AI will change organisational culture and day…
Why Now? Ever since the pandemic struck, empathy has been bubbling up to become part of our current zeitgeist. Service, Sales, CX, Marketing and leadership…
Image by Gerd Altmann from Pixabay Here’s my take on the series of high profile acquisitions currently impacting the customer service/engagement space. Cisco intends buying…
Something I wrote for Enghouse Interactive If customer experience management is about anything, it could be described as a determined effort to follow through on…
The Story So Far COVID sent everyone scuttling back home as fast as an incoming Tsunami causes mass evacuation. Organisations, customers and employees found themselves…
Speed Of Change During my time working with the Coveo team over the last few months, listening to customer stories during online pizza lunches and…
Awareness of the economic damage from the global pandemic continues to grow. National debt is ballooning as governments attempt to prop up businesses and individuals.…
This article is intended as a provocation around how the CX community likes to see its value and the associated narrative often told to support…
According to Lisa Barret Feldman and other leading neuroscientists, emotion is a constant. It is part of our brain’s core function – to interpret what…
The core principle that drives Emotive CX is that customer needs and expectations span both the functional and emotive. As a result, customer decisions, memories…
You Influence More Than You Realise I view my current focus on mentoring organisations to plan and scale Emotive CX as part of a wider…
The century remains young and its major themes are still emerging. For me, one certainty is the interchangable world of virtual and physical reality. Our…
Table stakes are making experiences consistent, low effort and as close to real time as possible. Being really valued and memorable only occurs when you…
For the generation who grew up engaging and learning online, the digitally enabled world is as real as the physical one. Previous generations had their…
One of the masterclasses I run is on omnichannel engagement. In other words, the mix of voice, text and occasional video communications, resourced within...
Last week of September saw a series of discussions held in a recently refurbished County Hall overlooking the Thames. CX Company hosted a series...
I’m half way through facilitating the redesign of key customer journeys across a particular b2b lifecycle. As you might imagine new purchasing behaviours and online...
Due to different owners and competing agendas, the relationship between CRM and customer service is unfortunately not always as close as it should be. Despite...