Martin Hill-Wilson

Martin Hill-Wilson

Milton Keynes, England, United Kingdom
10K followers 500+ connections

About

Martin was CEO of one of the first BPOs and CX consultancies in the UK. He then spent a…

Services

Articles by Martin

  • Optimising Availability of Your Human Delivered Customer Service

    Optimising Availability of Your Human Delivered Customer Service

    Backstory I recently judged the L&D category for the CCMA’s national awards. In the process, I noticed quite a few…

    6 Comments
  • Who Benefits in your Strategic Vision For AI?

    Who Benefits in your Strategic Vision For AI?

    #2 in a Series for CX and Customer Service Leaders. This is the second in my series of articles about AI for a…

    9 Comments
  • New Paths To Great CX

    New Paths To Great CX

    A big challenge in managing customer experience is reducing the impact of silos. Silos make things harder for customers…

    8 Comments
  • Upskilling Ourselves in AI

    Upskilling Ourselves in AI

    #1 in a Series for CX and Customer Service Leaders Back Story As you might recall I'd spotted a widespread need to…

  • Is Empathy Transferable?

    Is Empathy Transferable?

    Regarding human assistance I'm firmly in the camp that empathy is a trainable skill. I'm now wondering if empathy is a…

    15 Comments
  • Empathy: a trainable skill

    Empathy: a trainable skill

    At the heart of CX (customer experience) and DEI (diversity, equality, inclusion) is empathy. It allows us to imagine…

    2 Comments
  • Why Contact Center Talent Management Needs a Rethink

    Why Contact Center Talent Management Needs a Rethink

    Let me start with a story about the connection between health, well-being and productivity. In 2019, a UK study of…

    13 Comments
  • One Contact Centre's Experience of ChatGPT and The Results

    One Contact Centre's Experience of ChatGPT and The Results

    The arrival of generative AI has become the perfect catalyst for worried minds in a world still high on anxiety pumped…

    25 Comments
  • Getting To Grips With Contact Centre Recruitment

    Getting To Grips With Contact Centre Recruitment

    Getting To Grips With Contact Centre Recruitment I’m sure you’ve noticed how contact centre recruitment has become a…

    4 Comments

Contributions

Activity

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Experience

Education

  • University of Oxford Graphic

    University of Oxford

    -

    Activities and Societies: Intense music and experience

  • 1st eleven cricket. Squash captain. Rackets. Head of house.

Publications

  • Emotive CX for Customer Interaction

    Vonage

    This is a e-book that encompasses both the strategic reasons and operational management changes required to embed Emotive CX into any type of customer interaction operation - from digital teams to traditional call centre. It also acts as the playbook for a six month planning course which results in detailed action plans to implement the playbook. These are held in London twice a year. Or can be engaged with as a online blended learning programme. More details available on request.

  • Five Years of Social Customer Care - The Pig Puts on Some Lipstick and the Fish Come Out to Play!

    Future Care Initiative

    Five years seems like a good milestone to reflect on the impact social media has had on how brands respond to and engage their customers to deliver customer care. Guy Stephens asked some of the learning thinkers on the topic to offer their perspective on what's transpired and what frontiers are still to explore.

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  • Delivering Effective Social Customer Service

    Wiley

    Social Customer Service is new. It is taking customers and organisations into untested ways of relating: transparently, collaboratively, instantly. The consequences of great and poor service are forever changed.

    Customer appetite has promoted this form of interaction to the very front of a race to understand. How do digital brands and empowered customers actually behave?

    Social Customer Service has become Marketing’s R&D lab and a listening hub for the rest of the organisation. It…

    Social Customer Service is new. It is taking customers and organisations into untested ways of relating: transparently, collaboratively, instantly. The consequences of great and poor service are forever changed.

    Customer appetite has promoted this form of interaction to the very front of a race to understand. How do digital brands and empowered customers actually behave?

    Social Customer Service has become Marketing’s R&D lab and a listening hub for the rest of the organisation. It is now where corporate reputations are most likely to be won and lost.

    ‘Delivering Effective Social Customer Service’ is a complete reference for achieving excellence in this new discipline. It caters to both novice and expert. It is perfect source material for service leaders and digital marketers to read together. Every CXO will recognise in the book a blueprint from which to build their next generation organisation. Even ambitious team leaders should snag a copy for instant subject matter expertise kudos!

    The centre of the book offers an in depth self-assessment of the competencies that matter. The book is jammed full of strategic insight, action lists, best practice tips and interviews. All the resources anyone needs to build a solid strategy and roadmap.

    Early adopter workshops based on the book have already taken place and will continue to be offered as another way of engaging with the book’s key lessons. An online resource of the reference material is also provided. Options for an online community are under consideration.

    This book is the first of its kind. A distillation of what has so far been collectively discovered. Then filtered and expanded through the collective experience of two leading authorities on customer service: Carolyn Blunt and Martin Hill-Wilson.


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