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.
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...
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...
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...
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...
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…
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...
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…
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...
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 is becoming well known in Customer Service circles. Particularly in its single channel version many already recognise as "Speech Analytics". As a result,…
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...
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...
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...
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...
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...
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...
Call centres, or contact centres if you prefer, have been forced onto the back foot during most of their relatively short history. They have fallen...
Having enjoyed a previous customer event chez Gordon Ramsey, I knew to expect a belt busting dinner. I was not disappointed! The home made marshmallows...
Social Business is a big idea. It is one of the things that tell us we've really left the 20th century behind. It is also...
In my last post on the topic of the changing role of team leaders in Customer Service, I promised more about the skills, daily...