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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.

Why Diversity in CX Matters

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…

Applying A Sustainability Mindset To Human Capital

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…

AI & Culture

credit Original image – Simon Colton A little over a year ago I started thinking about the way AI will change organisational culture and day…

Understanding Empathy. Its Value & Challenges

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…

Be Ready. It’s Here, Now and Totally Different

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…

Emotive CX for Customer Interaction

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…

From The Calamity of COVID to The Start Of A New Model for Customer Service

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…

COVID Needs Both Short & Medium Term Customer Service Strategies

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…

Where’s The Silver Lining in This Recession?

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.…

Customer Experience Management – COVID Demands It’s Time To Change The Narrative

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…

Using the Lens of Human Emotion To Improve CX

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…

Early EX Lessons from Emotive CX

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…

Pushing Back In An Increasingly Human-Free World

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…

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…

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…

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…

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...

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