Martin Hill-Wilson

Why The P&Q Challenge Is So Relevant to Customer Experience Movers & Shakers

I just enjoyed the great pleasure of celebrating the third cohort to be accredited in the use of the P&Q strategic planning framework. As you...

Multi-Channel Experiences: Why Contact Centres Are Failing

There is currently much focus on multi-channel experience. Technologists frame the challenge as a move from multi-channel to cross channel. Those in retail talk...

Social Customer Service: A Force For Change

Right now customers who engage via social channels for service are in a lottery. The odds on a good experience are mediocre. A great...

What Digital Customer Engagement Really Demands

We are currently in the era of digital disruption. It is comparable to other great periods of social transformation, such as the Industrial Revolution...

Performance and Quality – Core To Ongoing Customer Service Innovation

The P&Q challenge is a global first. It remains a unique experiment in sustained collaboration for the customer service industry. Unlike conferences or training...

Within Five Years Call Centres Will Be Run By Marketing

The following  post came out of a webinar I ran recently with NewVoiceMedia. This was our hypothesis to generate the discussion.Another five years of...

Social Customer Service: Your Leadership Agenda

The growth of customer service via social channels is still in its infancy. That said, it has made incredible strides over the last few years. From...

UK Challenges and Opportunities For 2014: A Leadership Perspective

Introduction A number of UK customer service, experience and engagement leaders have pooled their insight based on the themes that preoccupied their own communities during...

Mapping Your Social Customer Service Ecosystem

There are two key differences between mainstream and social customer service. First is the switch from private to public engagement. Organisations and customers are still waking...

How To Kill Contact Centre KPIs

The introduction of Interaction Analytics into the operational environment of your contact centres is a milestone as far as KPI management is concerned. The immediate...

Customer Service In The Age Of Mobility

In this post I want to explore mobility from the perspectives of both the consumer and the Customer Service team. Let's talk consumer first. The level...

Interaction Analytics: Why CXOs Should Give A Damn

Is the topic of Interaction Analytics of genuine interest to executives? Think of your own CXOs for a second. Although they may have mastered the...

Social Customer Service: customers as team coach

It goes without saying that your attitude towards a social media crisis should be one of anticipation than denial. You know it's just a matter...

Interaction Analytics: the core benefits

Interaction Analytics is becoming well known in Customer Service circles. Particularly in its single channel version many already recognise as "Speech Analytics". As a result, there...

Social Customer Service: exploiting the upside

This post reflects on a missed opportunity between Marketing and Service. In particular Social Customer Service. We are all aware of the overwhelming evidence that...

How to Use Speech Analytics: Top Tips For Call Centre Adoption

Interaction Analytics is a game changer for customer service leaders. Why? Because a lack of credible insight into which issues currently matter to customers leaves...

The Dangers Of Declaring Social Customer Service ‘Business as Usual’

Two things happened today that brought a particular experience into sharp focus. It was a shuddering fear that social customer service becomes nothing more than...

A personal view on the state of social customer service

The mere fact that June and July have been themed 'social customer service' month in two major industry sites mycustomer.com and ICMI call centre...

The Art & Skill Of Customer Listening: session 5

Customer Listening is at the centre of this series of posts. To date, I 've covered the role of listening in session one. Links between...

Using Interaction Analytics To Understand Omni Channel Customer Behaviour

In this post, I want to explain how Interaction Analytics can play an important role in understanding and responding to omni-channel customer behaviour. First let's...

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