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Martin Hill-Wilson

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.

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...

Social Customer Service: Talk Is Cheap, Action’s Much Tougher!

The growth in social customer service appears to have stalled. Now the early adopters are out and about, the expected next tranches are nowhere...

Why America Needs To Get Serious About Social Customer Care

In the process of getting the word out that I’m bringing my Master Class to the U.S., I’ve been mugging up (more than usual)...

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...

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