LoginSign up
MyCustomer
Subscribe to Newsletter
Menu
Marketing
StrategyTechnologyData
Sales
Sales performanceCRMEcommerce
Service
ManagementContact centresChannels
Customer Experience
EngagementLoyaltyVoice of the Customer
Resources
Whitepapers & researchPodcastsGlossaryBrand news
CX Leader of the Year 2022
2022 award finalists
Sessions
On Demand
Brand Directory
Blog
Subscribe to Newsletter
Martin Hill-Wilson
martin
Member Since: 2nd Dec 2015
Columnist
Twitter
LinkedIn
Website

Martin is a customer engagement and digital business strategist. Also an author and international keynote speaker. Working under his own brand, Brainfood Consulting, he delivers a range of master classes that help brands evolve their social and digital capabilities. Current topics include omni-channel design, automation and self service, customer experience management for contact centres, social customer service excellence. All targeted to deliver service innovation.

Martin is also a founding member of Beyond Silos – a group of specialist practitioners offering design and delivery service for embedding customer hubs – next generation customer engagement.

Martin Hill-Wilson
Founder Brainfood Consulting
  • Articles
  • Columnist Posts
  • Blog posts
  • Discussions
  • Discussion replies
  • Comments
6th Apr 2020

How to communicate to customers in anxious times

I’m inspired by all who are keeping things going. Health workers, emergency services, customer services, volunteers, parents doubling up as...
Strategy
6th Mar 2020

How understanding customer emotions helps us improve employee experience

The core principle that drives 'Emotive CX' is that customer needs and expectations span both the functional and emotive. As a result,...
Engagement
5th Jun 2018

How can brands nurture customer trust in the age of automation?

The 2017 Edelman Trust Barometer reports a downturn. So said 33,000 people from 28 countries. It makes dramatic reading. Even the executive...
Engagement
9th Jun 2017

Why GDPR is the kick up the backside your marketing needs

The General Data Protection Regulation (GDPR) hits home on 25th May 2018. Lawyers and consultancies are having a field day. Many of their...
Data
16th Sep 2016

The customer service conundrum: How to balance digital and human support

The more we adopt self-managed, digital channels which optimise our expectations for 'always there', real-time delivery, we are also...
Channels
17th Mar 2016

How to create an innovation-based service culture

It’s a truism that we live in a world of change. Within customer service there is a never ending conveyor belt of new things to digest. For...
Management
16th Feb 2016

Facebook's Free Basics furore: Where do you sit on the customer data debate?

Like AOL before it, Facebook offers a walled garden service to its users. AOL is of course now defunct: a museum piece from our digitally...
Channels
14th Jan 2016

Martin Hill-Wilson on the perils of 2016 predictions - and his best guesses for service

It could be argued that the only difference between 2015 and 2016 is the number of days that now separates them. In this sense, predictions...
Management
4th Dec 2015

The winners of Strictly Come Customer Service 2015 are...

I write this having just been involved with the November wave of conferences and summits that focus the UK customer service industry on...
Management
6th Mar 2014

How to use speech analytics to shape your contact centre KPIs

The introduction of speech analytics into the operational environment of your contact centres is a milestone as far as KPI management is...
Contact centres
  • Show more

Most read this week

Engagement
17th Mar 2023

Revealed: The 5 factors harming agent experience

by
Nicole Kyle
Any Answers comment Icon 1
Contact centre agent

Trending

Engagement
23rd Mar 2023

Have brands given up trying to improve CSAT?

by
Colin Shaw
Engagement
17th Mar 2023

Revealed: The 5 factors harming agent experience

by
Nicole Kyle
Any Answers comment Icon 1
Strategy
12th Sep 2012

Infographic: Curation for content marketing

by
Natalie Steers
Any Answers comment Icon 1

Latest resources

Webinar
How to use AI to anticipate, advise and improve experiences
Whitepaper
AI in the contact centre: pitfalls to avoid
Guide
Designing a world-class CX approach
Research
The health of the contact centre
Linked Twitter icon Linked Facebook icon Linked LinkedIn icon Linked Soundcloud icon
  • About MYC
  • About SIFT
  • Glossary
  • Advertise
  • Terms of use
  • Privacy policy
  • Sub-Processors List
  • Site rules
  • Contact us
Copyright 2023 Sift
Sift