Martin Hill-Wilson

Member Since: 2nd Dec 2015
Columnist
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.
Founder Brainfood Consulting
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