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
Contributions
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What do you do if your goals and deadlines as a Thought Leader are unrealistic?
None of this matters a jot if you don’t have the essential motivation of being a thought leader. A point of view that makes a difference to someone’s understanding. By definition you are leading the conversation. But you are only a thought leader if others recognise you as such. So you need to think long and deep to say someone that rings true for others.
Activity
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Was invited by Neoday as part of their festive celebrations. Here’s my POV. I’ll be expanding on this theme throughout 2025. Meanwhile wishing you…
Was invited by Neoday as part of their festive celebrations. Here’s my POV. I’ll be expanding on this theme throughout 2025. Meanwhile wishing you…
Shared by Martin Hill-Wilson
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2024 has not been a walk in the park but what an incredible year it’s been for Puzzel. It’s been a year full of market uncertainty, challenges, and…
2024 has not been a walk in the park but what an incredible year it’s been for Puzzel. It’s been a year full of market uncertainty, challenges, and…
Liked by Martin Hill-Wilson
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In today's AI arms race, it's not about size—it's about solving the right problem brilliantly. Who's solving the right problems in your…
In today's AI arms race, it's not about size—it's about solving the right problem brilliantly. Who's solving the right problems in your…
Liked by Martin Hill-Wilson
Experience
Education
Publications
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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.
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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.
Other authorsSee publication -
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.
Other authorsSee publication
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Join now to viewMore activity by Martin
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Today Monika Lütke-Daldrup and I built our hearts ♥️ 💚💛 For every picture of a LEGO®️brick built heart posted the LEGO Group will donate a set to…
Today Monika Lütke-Daldrup and I built our hearts ♥️ 💚💛 For every picture of a LEGO®️brick built heart posted the LEGO Group will donate a set to…
Liked by Martin Hill-Wilson
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'The AI Mindset' has launched 🚀 📗 To be ending 2024 having co-authored a book - now available to buy on Amazon - blows my mind 🤯 ! In 2021 I…
'The AI Mindset' has launched 🚀 📗 To be ending 2024 having co-authored a book - now available to buy on Amazon - blows my mind 🤯 ! In 2021 I…
Liked by Martin Hill-Wilson
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I attended Engage Customer #CXSummit2024 and the #Awards ceremony that followed last week. Beyond a nice opportunity to catchup with ex-colleagues…
I attended Engage Customer #CXSummit2024 and the #Awards ceremony that followed last week. Beyond a nice opportunity to catchup with ex-colleagues…
Liked by Martin Hill-Wilson
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I'm delighted to announce that I’ve taken on the role of CEO at Learn Amp | B Corp™. Co-founding Learn Amp and being on our journey so far has no…
I'm delighted to announce that I’ve taken on the role of CEO at Learn Amp | B Corp™. Co-founding Learn Amp and being on our journey so far has no…
Liked by Martin Hill-Wilson
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In an era of fervent GenAI adoption, Amazon Web Services (AWS) Pasquale DeMaio reminds us of the importance of leveraging the two types of AI…
In an era of fervent GenAI adoption, Amazon Web Services (AWS) Pasquale DeMaio reminds us of the importance of leveraging the two types of AI…
Liked by Martin Hill-Wilson
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Thank you to Engage Business Media for a wonderful Customer Summit this week, and of course a HUGE thank you to those who came to our Thought…
Thank you to Engage Business Media for a wonderful Customer Summit this week, and of course a HUGE thank you to those who came to our Thought…
Liked by Martin Hill-Wilson
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I'll be posting to Medium to Opus Research for a while. I'm focusing on #PersonalAI and what it will take to have so-called #AgenticAI bolster…
I'll be posting to Medium to Opus Research for a while. I'm focusing on #PersonalAI and what it will take to have so-called #AgenticAI bolster…
Liked by Martin Hill-Wilson
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