On behalf of the team, I wanted to extend a huge thank you for hosting our Customer Engagement Transformation Conference. As always, our events wouldn’t be possible without your facilitation and pulling the best insights out of our speakers. You really are the best in the business! We are getting great feedback from this event, and a huge part of that is you and the role you play, so thank you.
Thanks for putting on a show for us today Martin. Great content and insight.
The event would not have been successful as it was without you. I thoroughly enjoyed having you on board and your presentation is so second nature – flawless and authentic.
You are my star Martin, you were always super professional, calm and super contributing to our event (G-Summit ’21). A thousands thanks!!!!
We’ve undertaken a fantastic series of changes since we attended your presentation/workshop – your thoughts gave us a great starting point to influence the change internally and we’ve not looked back since….. Assisted digital team in place, quality standards in place, website change underway, game based on going to uni in the app stores this week, listening centre in place for social, freshly decorated office and soon to be upgrading technology!! Everyone engaged and excited by the change. A real purple patch for the team and I.
Martin your empathy session was brilliant really gave everyone a chance to participate a lot of food for thought and some real tangible tips.
Just wanted to say that I thoroughly enjoyed the webinar last week and thought you did a great job as host. I wasn’t expecting such honesty or as many insights as we received and it was really great to have ECS’s name on it.
On behalf of GWFM, we would like to express our sincere GRATITUDE, and thanks for taking your time for sharing your perspective and experiences in our EMEA Chapter’s WFM Firechats and Leadership Roundtable. GWFM expresses its paramount gratitude to you for your exemplary and stupendous contribution. Your contribution to the Summit triggered an upsurge in all our spirits. The sparkle of your viewpoints and your motivating words helped to fresh up the minds of all the listeners. Mediating from the remarks of all those who participated in that conference it won’t be too early to say that it was a thorough success. Most of the glory is because of you and some others who delivered such thought-provoking demonstrations. The appreciation expressed is the mirror image of integrity that you brought to the Summit.Look forward to having you with us at our future events, kindly stay connected.
I would like to thank you for your participation and your great contribution at the 16th Annual Customer Service Summit!
It was a great talk Martin. Thank you so much for being part of the Conversation Design Festival.
Your session was rated 4.7 out of 5.0 which is amazing! We did a general survey to customers who said your session was their favourite.
I have been meaning to send you the branded versions of the whitepapers. Our content team love them and are going to link to them from our AI product pages too.
Hi Martin thanks again for the excellent CX encounter session … telling a story that is much more ‘lived through’ (if that expression exists …) than what we usually hear from high end consultants. Much appreciated. And surely eager to learn more.
Your session hosting was fantastic! We were all talking about how great of a job you did. You were humorous and kept the conversation lively. Perfect marks in my book!
A huge thank you for joining us last Thursday for WealthTech Matters – The Advisor. We would like to thank you for the awesome job you did with your presentation, it was a pleasure hearing you talk, very inspiring indeed and the feedback from our delegates was very positive- average of 8/10, there were even some 10 going around.
Martin. Amazing feedback. Everyone loved it and saw the pertinence of emotions. They also loved that you will be back and I captured the action plan which made me immensely happy.
“I thoroughly enjoyed the Emotive CX session. The materials are once again a great combination of insight and template to give structure. This has always been a mark for me of your decks. They provide the frame and provoke thought in balance.
“Very interesting day discussing CEX with @martinhw yesterday. Martin has unlimited knowledge and I can’t wait to explore some ideas with him to take our customer experience to the next level in 2020″
“HI Martin! Thank you so much for coming and enlighting us a bit more in the topic of omnichannel support! We are still digesting several areas, and will likely contact you again for some trend-clarifications. Overall I sense people are very satisfied, so thanks!”
“Thanks again for your time and fantastic presentation today, the feedback was great.”
“Thank you for the inspiring broad picture of the chatbot market anbd future. It was great to have my main concerns postively covered straigth away.”
“I had the pleasure in listening to your talk – quickest 60 Mins I’ve had ( at a work event ) in a long while. Thought your content was superb and for the audience thought provoking.”
Who was the Star of the Show! A HUGE thank you Martin for your time and presenting last Friday, I really appreciate it! The Feedback Forms are very positive which is always great news.
“Thank you for your talk and chat afterwards yesterday. I found it very insightful and thought provoking regarding work, team management and just general life management, balance and quality. Just wanted to drop a note to say thank you again.”
“Martin was kind enough to give me 4 hours of his time to help pull together the strings of a digitally led CX strategy into a coherent and deliverable plan. Through his deep knowledge of the subject and questioning, probing and challenging thought processes in a supportive way, Martin was instrumental in helping me building the storyboard that underpins the proposal. That coupled with Martin’s generosity in connecting with other thought leaders in the digital CX universe is something for which I am massively grateful. A genius in the digital CX space and a true subject matter expert and thought leader.”
“Martin is a superb chairperson – knowledgable, engaging and an accomplished public speaker. He is also highly skilled at interacting with his audiences… all the time ensuring that people can relate to what is being discussed and take something valuable back to their workplaces.”
“Just a quick note to say thanks again for your session at our event this week, it was very well received by those in attendance with lots of requests for your slides and action being taken to use the brain food to provided them with!”
“Martin, real pleasure to meet you today, you have a very engaging thoughtful style which made the event really enjoyable.”
“Thank you so much for your session with us last week. I’ve heard glowing reports, and so many of the insights from your session were embedded in the vision work Chris led the team through on the following day. I was really struck by how you managed to flex your content to the interest, energies and experience in the room. People were really engaged and you triggered very helpful reflections on what, why and how we do things. It was really lovely and generous of you to share your expertise with us – thank you so, so much.”
“Just a quick note to thank you once again for your attendance and insights at last weeks BT Tower event. You were an absolute asset to the agenda and it was fantastic to have you there! Thanks again, we would love to have you back again, so will certainly stay in touch for future events.”
“Hi Martin, First and foremost you were simply brilliant yesterday . Holding the attention of corporate execs for 3 hours was such a mamoth task and you did it so beautifullly.”
“The material was really extensive and covered all bases. It was delivered well in a good setting, amongst peers. The topic of Emotive CX is huge and being able to dig into and how to identify it and harness it in our business will be a massive benefit to us in our future plans over the next couple of years. It will form a part of our recruitment strategy, our IT infrastructure decisions as well as our training and quality department.”
“I found the course really easy to follow, providing a logical approach to introducing the concept of emotion in the customer journey to the business and our peers. It has enabled us to better understand the impact emotions have on customer experience, customer behaviour, retention and the link to ROI. It has helped to inspire a different way of looking at how we can use emotions to manage and measure both customer and employee experience and to understand and provide for their needs from a totally different perspective.”
“The content of the course has been eye- opening. It has enabled me to implement another dimension to the training that I deliver to my Advisors. It has unlocked a deeper connection between Advisor and customer improving our ability to deliver outstanding Customer Service.”
“Martin has a breadth of knowledge that anyone in CX or CS should learn from. He uses a great mix of well-presented decks, workshops and provides 1-2-1 feedback in the form of video and voice recordings to make the learning experience as immersive as possible. The content in the course is very interesting and there’s a lot of information on key emotive management techniques that you can consume at your own pace. The course is well structured to get you in the position to gain buy in from your organisation and implement effective change. The Emotive Customer Experience course is a must for anyone who’s looking to expand their customer experience knowledge and I’m very grateful for the direction, coaching and knowledge.”
“Martin has developed the most engaging course I have ever seen. The content, the format and the delivery were outstanding. Combining workshops and online platform was a perfect way to keep me engaged and on time in delivering my outputs. I knew I could “listen and learn” as much as I could in each workshop because I would have the opportunity to read the slides and much more… really much much more research on the online platform. Highly recommended to CX practitioners – the course is almost addictive.”
“As a human being you instinctively get that engendering positive emotions in yourself and others is a good thing; and as a Marketing and Customer Experience professional you can immediately see how that might translate into better experiences and improved business results. The tricky bit, as always, is how to do that – and that’s where Martin’s course comes in. Group support from Martin and a range of other professionals from many industry verticals plus practical help and guidance to build Emotion Management strategies that really work with customers and team members and, most importantly, deliver measurable improvement.”
“Great course and one I would recommend if you are serious about improving your customer experience. Both practical and theoretical and you will design a plan that you can go back to the workplace and implement.”
“I have really enjoyed taking part in the Emotional CX course run by Martin. The course provides you with all the theory you need to know but also delivers the practicalities of how to implement an emotional CX framework within your contact centre. Martin is so passionate and knowledgeable on emotional cx and is supportive and generous with his time . Emotional CX within the contact centre is the way forward in delivering outstanding customer service and building customer loyalty – I would strongly recommend you get on board.”
“This is without doubt a game changer, and thrilled for my team to have been involved in this. The John Lewis Partnership is still an experiment after over 150 years, and it’s so right we are part of this experiment! There is much to do (isn’t there always) but cannot encourage my peers enough to get stuck into this, it’s the last battleground ….. bots and AI will have the rest covered soon enough!!”
“I feel privileged to have been part of Martin’s first Emotive CX Course and would highly recommend this to anyone who is passionate about customer experience. Learning Martin’s methodology and applying it in practice has been fascinating. Thank you again for sharing your expertise and wisdom with me! This week we’ve commenced our first instalment of emotive CX training, and the team have LOVED it!”
“Just wanted to say thank you for today. It was really excellent. I will be in touch regarding the further business”
“As a fellow CX professional, in the customer service space, I was most impressed by your keynote at the Enghouse event, last Wednesday.”
“Really enjoyed your presentation”
“Just loved your presentation just now, it was simply outstanding and spot on”
“We really enjoyed your presentation and came away energised!”
“I very much enjoyed your presentation at CX17 on Tuesday. Very thought provoking so just wanted to thank you for it.”
“The feedback from your session was really positive and it looked like you were mobbed at the end with people desperate to get a copy of your slides!”
“The course was fantastic and obviously extremely well delivered by Martin.”
“Just a quick note to say I really enjoyed the session you held last week.”
“Thanks for sharing your knowledge last week, I really enjoyed it and took lots away to focus on.”
“I absolutely loved this masterclass and highly recommend it for anyone who is considering it. The best summary of the market currently!”
“Yesterday was great and really useful!”
“On behalf of Pindrop, thank you for your contribution towards today’s event. The flow of presentations worked really well and the audience were listening intently throughout. The feedback was very positive.”
“I really enjoyed your class in Stockholm, it gave me so many ideas and inspirations to follow up on. Thanks!”
“Thanks for all the insight yesterday. I am full of inspiration for 2017.”
“Thank you for your inspiring master class yesterday in the Tabacco Theater in Amsterdam.”
“Very positive reaction, seems like [the team] have gone from 0 to 60 in rapid order. Nice one!”
“Thanks for the great presentation today at the Harpa. The feedbacks are great and the team is absolutely happy with the presentation you did :)”
“Feedback from the team has been universally positive. Many really interesting insights and great to hear your experiences in such a wide range of areas.”
“Thank you for a great course today, thoroughly enjoyed it #highlyrecommend”
“Just thought I’d drop you a line and thank you again for a very enjoyable day. It can be long and sometimes tiring but I have to admit that my energy never really flagged so your content must be good!”
“I went on a Masterclass on Customer Experience delivered by Martin and I found it inspiring. He connects every dot together across service, marketing and technology; with specific advice on how to overcome obstacles. I have found his training so helpful that I have since arranged for him to come in and deliver it to my team!”
“Thanks again for the presentation. A lot of food for thought! Thank you :-)”
“Many thanks for the seminar in Dublin yesterday. It was really useful for me to realise that I need to take a big step back before implementing a strategy. Lots of food for thought.”
“The team are getting really stuck in with all elements of social media, and getting some fantastic feedback, you had a real impact on the whole group so thank you for that!”
“I also loved the moderator in Room 1 who was again very relaxed, engaging and warm and he was a perfect fit in your team.”
“Start to finish, there is a flow to a journey designed to empower you with non biased data, the reality of customer needs in an ever evolving digital era coupled with giving you the right tools to make it work for your business objectives and most importantly, what not to do. A reflection of what one should expect from a true Masterclass! “
” It was a compelling session that allowed for both structured plans to take back into the business to implement as well as some horizon scanning and blue sky thinking to anticipate the future. I felt I learnt a lot and am excited to share with the rest of the business.”
“Thank you for so much for the time you spent with us on Tuesday. I have had very positive feedback from many of the attendees about your session, people found it totally engaging, relevant and very interesting. It’s already proved to be a catalyst for much discussion and I’m starting to see improvement ideas and activities initiate. Fantastic.”
“Fantastic briefing – really thought provoking and insightful. Lots of latest examples. Generated ideas to take back to the office.”
“Increased my knowledge and awareness in this subject hugely. Actual cases where IA has been successfully implemented were really useful, particularly around ROI.”
“Great training session today with @martinhw on #customerservice thank you for the insights and the advice.”
“Just a quick line to say a massive thank you for turning out for us at the London event. We all really appreciate it. Having your perspective on where things are heading and what to focus on is always valuable and we’ve had a lot of positive feedback from our customers and partners alike. Thanks again for doing such a professional job. Really appreciate it.”
“I was at the New Voice Media Cloudfest the other week and just wanted to say I thought your presentation you did was fantastic and so engaging!”
“Always great workshops with Martin. Thought provoking theory that actually translates to practical models for improvement.”
“The event exceeded my expectations. Martin is an excellent, knowledgeable presenter who provided up to date information and case studies. Effective communication of complex technology developments in an engaging way.”
“Thanks for yesterday. The team enjoyed the training and learnt a lot.”
“Thank you for speaking at the 10th Anniversary Customer Contact, Europe: A Frost & Sullivan Executive MindXchange. Your contribution was significant, and we deeply appreciate the time and effort you invested in ensuring this year’s event was indeed exceptional.”
‘Martin has guest chaired a number of EBM events and is always the consummate professional. He has an engaging style and his depth of knowledge, informed opinions and leading edge thinking make him the ideal chair for our world class events’
“This week, one of my newer agents spoke with his manager and said he marked a call where he felt it went badly and could she listen and help him analyse what went wrong ! A moment of truth where the agent had the confidence to flag poor performance safe in the knowledge that we would help and assist, rather than mark and criticise. I was so proud, our slow and steady progress along the P&Q Challenge road map is really working.”
“The P&Q Challenge came at a great time for us as a team as we were coincidentally at the point of starting to review our quality processes and scoring methodology. It was absolutely fantastic to be supported through what would otherwise have been a potentially overwhelming process with a step by step guide. Being able to talk to other organisations in the same industry was also really motivational – whether it was about overcoming challenges faced, sharing best practice or just generally discussing new ideas. The P&Q Challenge definitely made my team and I feel more confident in tackling the project and the monthly sessions served as key milestones and allowed us to sense check our progress. The P&Q Challenge is definitely something I would recommend to others in the contact centre industry – Martin’s sessions are incredibly thought provoking and make you look at quality in a completely different way.”
“P&Q will create a groundswell of change from grass roots by changing the perception of roles in the contact centre industry”
“The main thing we have learnt is how to effectively roll out processes – using unconventional marketing rather than just rolling everything out in one big bang”
“Thank you very much for yesterday’s P&Q finale and the workshops over the past 6 months. It has been thought provoking, enlightening and a great experience.”
“Browsing the extensive dossier on #convcomm #bots #intelligentassistants that @martinhw briefed us on last Wednesday. Highly recommend! #ff“
“Attended a fantastic and very interesting event on what’s happening with Artificial Intelligence and Bots. I would wholeheartedly recommend anyone to contact Martin if you want to hear about this topic. The Bots are here and now – don’t get left behind!”
“Martin, thank you again for such insightful strategic consulting and training on Social Media Customer Service Excellence! You have helped us assess our capabilities and define an action plan that works for us. We are excited with the path to best-in-class! Looking forward to our continued partnership! #lifeatVisa”
“Martin is an outstanding facilitator. I usually have a problem with my attention span but, for 3 days he kept my focus and was diligent about accomplishing strategy for our Digital team. His vision and expertise are unparalleled. He is an asset to any organization seeking professional advice especially in the digital realm. I’m looking forward to working with him the future! Best in-house person we have seen yet!”
“In Spring 2012, I worked with Martin on Spotify’s support community and social media strategy. Martin is a refreshing conversationalist and diabolical strategist who can pin-point the heart of the challenge at hand. He brought focus to our wholesome yet cluttered vision while maintaining the intellectual prowess to provide new and innovative ideas to my plan. If your company’s social media plan needs more depth and complexity than “just being there” Martin is well-positioned to provide you with cutting edge advice.”
“I engaged Martin to deliver a series of workshops and coaching to accelerate thinking around Social Customer Service and Social Business within my team. I set him some eye-watering goals, which he delivered to an impeccable standard. He also cared about what he was achieving and ended up going above and beyond his brief – a rare thing in a consultant. I would recommend Martin as one of the most clever, creative, fast-paced consultants on the circuit and it would be a pleasure to work with him again.”
“Martin is a highly eloquent individual who has deep knowledge in the fields of Customer Management & Contact Centre strategies across people, process, systems and technologies. In reality, he was there right at the birth of the Contact Centre industry and to this day, displays amazing enthusiasm for the art of the possible in Customer Management. He is taking this deep knowledge and thought leadership into his new venture ‘Brain Food’ which I think has the ability to raise the game in front line capabilities.”
“I have engaged with Martin on a number of occasions and it is the fact that I keep returning for more that speaks volumes! Martin was hugely supportive and influential as we sought to reengineer our strategic direction and I am certain that our current successes can be traced back to the sage advice and guidance that we received from him. Martin is always well prepared, well rehearsed, and simply very easy to engage with. He challenges with genuine care and has an uncanny ability to draw out better concepts/ideas/strategies than you ever thought you had within you. His knowledge, especially in relation to multi-media contact centre technologies and the current trends in customer journey management, is nothing short encyclopaedic. Perhaps the most fitting acknowledgement I can give of Martin’s skill and expertise is that I didn’t want to write this acknowledgement at all – I rather like the idea of Martin being my little secret; my competitive advantage. Ultimately though, on both a personal and professional level, I am better having known and worked with MHW, so I guess I must share and share alike”
“Martin’s unrelenting focus on customer service was exactly what I needed to bring a global team together to create a cohesive customer service strategy. Martin’s deep understanding of current and future trends, and his fantastic ability to get the detail of the content right in a fun way helped to deliver a wonderful conference with a great mix of internal and external customer service professionals. Would highly recommend Martin.”
“Martin is a rare breed; he has been a leading strategic advisor to contact centres for many years and yet still has fresh ideas and a positive approach.“
“Clever, creative, generous and with his finger on the pulse. These are just some of the words that begin to describe Martin Hill-Wilson. I have had the privilege of knowing Martin for almost 10 years and he is one of the brightest people I have met. He is the guru on social customer service, a fantastic speaker and is always developing new concepts and products such as his listening skills programme. I have seen Martin in action delivering captivating keynote addresses, facilitating conferences or workshops or helping organisations improve their social media strategies and he always delivers outstanding results. He is a powerhouse of creativity both in the customer service industry and the arts and has great taste in music. Martin is extremely generous with his time and knowledge and is happy to share, so anybody who is lucky enough to work with him will learn a great deal. I could not recommend him more highly.”
“Thanks again for the workshop, your performance was outstanding. I’ve learned a lot working with you in planning and running the event, I’m looking forward to further occasions to do something similar together”
“Martin is not just clever, creative, motivational and generous, he clearly has access to a real-life crystal ball and is willing to share what he can see! He is a strategic visionary, creating and building great success, not just personally, but for those that work or even just talk with him. A call centre forefather, an extraordinary business guru, innovating and pioneering with his out-of-the-box thinking, a pleasure and an inspiration”
“We are fanatical about companies working differently to create and deliver great customer experiences, which are rewarded by visceral engagement. Digital has changed everything forever. Brands must adapt. Old techniques don’t meet expectations. New ones have to be born. Ideas and creativity exist in every organisation. Unused. Trapped. Fragmented. Everyone in the same organization but often worlds apart. Luminaries can be found there. The brave ones. Unwilling to be another corporate conformist. Willing to challenge the status quo. Wanting to free their organisations from the silos that prevent innovating great experiences. They are the groundswell of a new movement to go Beyond Silos. We exist to liberate the imagination of those leaders and to embrace the well of talent in businesses. To positively disrupt the outdated models and be the catalysts for a new era of innovation, mined from a collaborative approach to finding better ways to use what they have. We map new paths. We set and celebrate milestones. We create heroes. We build environments, which permit experimentation, learning and discovery. We bring together talent and ingenuity born out of different perspectives. We unleash adaptability. We use insight to inform strategy and data to measure its success. We test and learn and build truth into decision-making. We are focused on crafting the future, not fixing the past. We won’t turn up if you just want to save cost. Our joy is growth. We are spirited experts, thought leaders and coaches. We are fuel power to your rocket. We operate with honesty and humility. For those bold enough to design the future. We want you to join our movement to go Beyond Silos”.
“What Martin doesn’t know about unified communications and call centre strategy isn’t worth knowing. His advice and support through our recent requirements scoping and subsequent supplier vendor selection not only helped us identify improvements to our existing processes and routing – but saved us ££££.”
“High value. Deep content. Worthwhile. Look forward to the next one!”
“High Impact & very valuable”
“Very high impact & value. Great content, useful summaries, actionable”
“A great session”
“Been a very insightful day. Loved it!”
“Thanks for the session. It was REALLY valuable in content & discussion. Making sense of the new & emerging tech!”
“Really useful to keep tabs on the market”
“Martin delivered a presentation to a group of senior managers from a range of banks and utility companies. The presentation covered a range of Social Media inspired thoughts and was thought provoking and opened up a range of interesting debates at our conference. I would recommend Martin both as a consultant and presentor for any event. Martin has a wide range of experiences and can convey his ideas eloquently.”
“I had a pleasure to have Martin as a special guest on the Call Center Congress I organized in Poland. FIrst of all Martin is an extraordinary person, his knowledge is amazing, and solutions given by him are excellent. Martin speaks using language which is easy to understand for everyone, and his ideas and solutions are priceless! It was my real pleasure to listen to Martin, as wel as for other attendants of the Congress.”
“If you need an energetic and inspiring keynote speaker, consultant or facilitator on all things customer, digital and strategic then Martin Hill-Wilson is the go-to guru. Eloquent and entertaining, Martin is a joy to work with and steers major brands through the decisions needed to be made for 21st Century Customer Experience (and probably for 22nd Century too!) A bold visionary with a brilliant mind and the ability to translate his thinking so everyone not only ‘gets it’ but can ‘do’ things with it in their organisation. It was a joy to work with Martin as co-author on our book and I have no hesitation in recommending him. Working with him or seeing him speak is an honour, if you have that opportunity grab it! You’ll also enjoy his keen sense of humour along the way.”
“Martin has a fascinating ability to break strategic organisation down in to bite-size chunks; his detailed observations of both customer and business behaviours are presented so logically that huge steps suddenly seem both easy and obvious! I thoroughly enjoyed the workshop and walked away brimming with ideas on how to interpret the model discussed. Thank you, Martin.”
“An in-depth course that will open your eyes to another side of social.”
“Excellent value for money, an experience for any organisation whether they have a social strategy or are about to write one.”
“A really engaging and thought-provoking course, I would highly recommend this to others.”
“Very informative for organisations starting out on their social media journey.”
“Really helped us understand Social Media in the wider context of the channel mix we have. We cam away with workable ideas and feeling motivated to make some great changes!”
“Martin is undoubtedly the UK’s go-to authority on social customer service. He also has a wealth of knowledge on the practices and processes that brands need to implement to make a success of their social and digital opportunities.”
“The team really enjoyed the day and we all feel as though we have some great ideas from it”
“Martin has engaged across our business and provided expert advice and guidance. His writing is excellent and we have delivered a number of very well attended webinars together. A great thinker and an asset to our business.”
“This is a very easy recommendation to write. We have engaged Martin on multiple occasions as a speaker at large thought leadership events, facilitated workshops and 121 customer executive deep dive sessions. Martin has never been anything other than exceptional in the insight he has provided. He has received fantastic feedback from our customers and the point that best sums up his contribution came directly from a customer ‘you got us thinking differently!’. A superb individual to deal with, entertaining and always offering an angle on how a new challenge can be approached. I am looking forward to working with him in the future.”
“Martin is a leading thinker in the field of customer service excellence and customer service centres. He has an excellent knowledge on digital change within the service environment and the impact this is having on the sector
Martin worked with our managers on mapping out how the service environment is changing around us, it was seen as a great session by all.
I have been in a number of forums when Martin has delivered and facilitated content and he is always one of best thought leaders I have had the pleasure of listening to and working with.”
“I engaged Martin to work with our organisation on developing a common vision for next generation customer services, and his impact was outstanding. It is rare to meet someone with Martin’s breadth of expertise coupled with deeply intelligent insights and a wealth of connections to the real world ‘as it happens’. He understands exactly the strategic role that technology has to play in this field and positions this compellingly with technologists and senior business people alike. I do not hesitate to recommend Martin’s work.”
“Martin’s masterclass was one of the most useful and inspirational events that I have ever attended”
“If you want to know the future of customer service using tomorrows technology today talk to Martin! This was a hugely informative snap shot of Customer Service Social Media. Martin seemed to squeeze what feels like a weeks’ worth of CS Social Media knowledge into a very nice 2 day experience.”
“Martin worked with my team to develop a 3 year strategic plan for our service centre. The aim was to take it from a cost centre problem child to something that could add real value to the business in terms of delivering real and useful customer insight. The final goal being to be a real multi-channel operation with European capability. The plan has been accepted by the board and is progressing well despite the very difficult economic climate. This would not have been possible without Martins expertise and ability to link concepts to real measurable business benefits”
“Thank you for helping us this week at GetConnected…there’s no doubt your presentation was very well received and hugely insightful and thought provoking.”
“I just wanted to say that I thought the Masterclass was fantastic. It’s very rare that you attend something for a full day and you find every piece of the session interesting and useful. I have been telling people all kinds of facts and ideas since! Martin was excellent and clearly very knowledgeable and passionate in his field.”
“I have to say that I found Martin an inspirational speaker, coupled with his fantastic, broad understanding of the whole customer agenda made it very engaging “
“Delivered over my expectations.”
“We were looking for guidance on developing a framework for advancing our delivery social customer service – and that’s exactly what we got!”
“I recently had the great fortune to attend a series of 3 Master Classes arranged by Capita and expertly led by Martin. The topics were all linked and provided an amazing opportunity to consider ideas on how to successfully communicate with customers in the digital age. Each session contained clear, concise content with tons of relevant and sometimes topical examples (good, bad and indifferent). The Master Classes also provided ample opportunity to consider how to apply the methods and models in my own organisation and the ‘class work’ was supported by well constructed take-away material to fully complete when back in the workplace. For me, this was one of the most useful elements of each class – having the chance to take on board best practice concepts and work them through in a real-life business situation, taking guidance from a renowned expert. Priceless! Martin’s infinite and authoritative knowledge of the subject coupled with his boundless enthusiasm ensured that participants left each of the sessions wanting more. I would wholeheartedly recommend any of Martin’s future sessions to colleagues looking to shape their plans for omni-channel operating.”
