Dr. Graham Hill

Member Since: 12th Feb 2003
Columnist
Graham Hill has been a Management Consultant, Interim and Director for over 30 blue-chip companies, in 15 different countries, over the past 30 years. Most of his work has involved building complex service systems, directing their implementation and managing the resulting organisational transformation. He is an acknowledged SME in customer experience, real-time interaction optimisation and journey orchestration.
Associate Director Optima Partners
4th Oct 2022
How to use The FCA's new Consumer Duty to drive profitable growth
This is the final of three posts on how retail finance firms should respond to the FCA’s new Consumer Duty. The Financial Conduct Authority...
Engagement
29th Sep 2022
The FCA's new Consumer Duty: What products & processes must be reviewed?
The Financial Conduct Authority (FCA) has published a new Consumer Duty setting out the standard of care retail finance firms must provide...
Engagement
27th Sep 2022
The FCA's new Consumer Duty: How should financial services respond?
The FCA has published a new Consumer Duty setting out the standard of care retail finance firms must provide consumers. Firms only have a...
Engagement
23rd Sep 2021
Should we treat unprofitable customers as well as profitable ones?
Hardly a day goes by without another flood of motherhood and apple pie articles extolling the importance of ‘putting customers first’,...
Voice of the Customer
31st Aug 2021
Are we over-emphasising customer experience at the cost of service?
Many companies emphasise the experiences they offer customers. They should focus on providing services instead. If they do that, the...
Loyalty
19th Aug 2021
Should you make things easy for customers?
This short post was stimulated by Sampson Lee's article on ' Why experts are wrong to encourage effortless customer experience '. The...
Engagement
21st Jul 2021
Why you need to map the customer's ecosystem
The customer sits at the centre of their own ecosystem of providers. You need to map it to identify the best service experience...
Engagement
27th May 2021
Should we design experiences for brands or customers?
One of the perennial discussions is whether you should design service experiences for brands or for customers. Recent research suggests...
Engagement
21st Apr 2021
Is service design different to experience design?
In the past I have seen service design and customer experience as being basically the same thing, albeit from different perspectives...
Engagement
25th Feb 2021
Minimise the risks of implementing a new CRM/CX system by changing how you manage change
Implementing a new CRM or other business system – even one with similar functionality to one it is replacing – is fraught with dangers...
CRM