Martin Hill-Wilson

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...

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...

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...

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...

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...

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...

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...

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...

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...

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...

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...

“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...

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...

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...

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...

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...

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....

How To Move On From Silo Delivered Customer Experiences

I’m reading a great book on service design. It’s something I’m delighted to have stumbled across. Serendipity is a wonderful thing. The authors are at least...

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