Martin Hill-Wilson

Why Customer Emotion Management Matters

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 choice to consume an experience in either domain will become habitual and expected. Right now, we ...

Why Digital Transformation And Technology Refreshes Are Not Going To Make The Difference

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 have imagined a new service experience that is then pieced together from the fragments offered by the vendors.

Post Digital Consciousness

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 adolescence grounded 90% in face-to-face physical: leaving just 10% for connecting remotely. That s...

We Are In Denial About Omnichannel Engagement Being A Done Deal

One of the masterclasses I run is on omnichannel engagement. In other words, the mix of voice, text and occasional video communications, resourced within contact centres, which serve both online and offline customers. The masterclass explores how to redesign your customer services to suit...

Exploring Intelligent Assistance for Transforming Self Service Adoption

Last week of September saw a series of discussions held in a recently refurbished County Hall overlooking the Thames. CX Company hosted a series of discussions under my facilitation. The topic was intelligent assistance and in particular how it is impacting self service adoption. Going...

What’s Your Context? digital or omni-channel

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 competitors have made the search for a viable  business model something of an urgency. One that these days is most...

The Importance of Co-ordinated CRM and Contact Centre Strategies

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 this, there is obviously a common element: the customer. Indeed the basis of CRM as both a business strategy and...

Trust Me! I’m A Brand

The 2017 Edelman Trust Barometer reports a downturn. So say 33,000 people from 28 countries. It makes dramatic reading. Even the executive summary is named ‘An Implosion of Trust’. Two-thirds of the surveyed countries are now “distrusters” i.e. under 50% trust in the mainstream institutions...

How To Balance Digital and Human Customer Support

The more we adopt self managed, digital channels which optimise our expectations for ‘always there’, real time delivery, we are also rediscovering the expectation for human engagement when it matters. We are complex in our needs and so customer relationships are tricky in terms...

Enough Of The Ideas, Where’s The Execution?

I’ve just had the pleasure of chairing a customer engagement conference. There were some great speakers. My favourites were Joana Van Den Brink-Quintanilha from Forrester and Stewart Bromley, from Atom Bank. Both spoke eloquently about the use of emotion in customer experience design. Things are...

Why Social Customer Service Is Your 1st Real Digital Milestone

I’m fond of pooh poohing those who think that adopting chat or another ‘new’ channel means they have gone digital. This is because classifying channels in this way is arbitrary and technically inaccurate. On the other hand I can recognise their intent when on a...

Social Is The Soul Of Digital

I’ve just returned from Florida. Loved the warmth of the swimming pools. Appreciated the ubiquity of common courtesy that America still maintains. Marvelled at the level to which Disney has problem solved in pursuit of creating the perfect Magic Kingdom. For instance, SeaWorld, which is...

Whatsup With Social Customer Service?

I’ve come across quite a few of the brands that offer social customer service here in the UK. Some have attended my masterclass. Others are regulars at the annual conferences hosted by Our Social Times. There are also award winners such as Barclays, Ocado and...

Underneath The Bonnet Of A Customer Hub

This is the third post of my series on customer hubs. I’ve previously explored how they provide a low risk way of developing greater responsiveness to current and emerging customer needs. This is achieved by co-locating and then coaching a cross section of specialist...

“Rub A Dub Dub” We’re In A Customer Hub

The aim of a Customer Hub is certainly more ambitious than just ‘ three men in a tub’. In the first post of this series on Customer Hubs, I explored why they solve many of the issues that operating in a digital context throws up...

Where We Are Really At In Omni-Channel

This post and those that follow over the summer will explore what this means. The ongoing conversation will be primarily suited for large organisations here in the UK. However all sources of intelligent debate will be equally welcome. So please join in when inspired! I’m...

P&Q: proving employee & customer engagement can be improved

Each time the P&Q Challenge completes, I summarise what’s been learnt before the next round kicks off. This time I want to focus on one of the key topics we get involved in during the six month challenge. The interplay between customer and employee engagement. This is a...

Why You Should Collect Your Customers’ Digital Profiles

OK, this post has an interesting origin. I was doing a webinar (Go Digital! Engagement Strategies for Contact Centres) with Emma Samuel (Global Corporate Marketing Director at NewVoiceMedia).  Of course I should have anticipated it, given the webinar title was ‘Go Digital!’ and we...

Providing Live Service For Smart Products

The world of customer service is ever changing. The capability to deliver omni-channel, personalised customer engagement is now common. It has transformed how organisations from SMEs to global brands deliver their service strategies. Welcome to the next stage. A New Service Ecosystem Until now the…

2015: Tapping Into Big Changes Taking Place In Social Customer Service

Now we are entering 2015, I thought it would be interesting to review how social customer service has evolved during the last twelve months. In particular, any insights that can tell us what we might expect more of during this year. My own experiences from...

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