Beyond Digital First - Making Your Overall Contact Strategy Work
A keynote I delivered for Puzzel's Get Connected conference 2022.
Using AI to Improve CX While Reducing Costs
Great conversation about the lessons from Vodafone's Tobi deployment and as well the rise of visual bots - especially powerful for supporting (installing, troubleshooting anf fixing) products.
Rise of The Customer Avatar
I scripted and moderated this conversation on avatars and their importance as 'what's next' in conversational ai to accelerate self-service adoption. It's a series of videos to dip into - everything from the technology, the psychology to use cases you can A/B test and the emerging multiverse. Discussing thse topics are James Brooks, Alan Linter who run the innovation team at Capita Experience and Attila Vass VP of Engineering at Rapport.
How Are We Preparing for 2022?
A panel discussion I hosted for the annual CCMA national conference. Ended up as a great discussion.
The changing role of the contact centre in an increasingly digital world
A conversation with good friend Andrew Hall. We often meet up and catch about the contact centre industry. This time we decided to record and share. Hope you enjoy.
Digital WFM and AI Future-Fit Business Strategy
A follow up keynote I gave during the GWFM International WFM Summit 2021. I first provided a view of the current volatility in customer service. I then had a chance to explore how things might change in 5-10 years.
Is Automation Hurting Customer Trust?
On the first episode of The Late Lunch with Simon Johnson, Martin Hill-Willson, CEO of Brainfood Consulting discusses automation and its effect on customer experience.
95% of all customer interactions will be powered by AI in less than five years. With an explosion of interest in service automation, how can customer service and experience teams instill trust in automated systems and bring down customer anxieties?
Talking about Conversational AI
A 30 minutes conversation I had with Hans van Dam who is CEO of the Conversation Design Institute. Explored some great topics around why some people still have poor experiences with bots, the science/art of designing conversations and the future of personal assistants as a persistent presence people use in daily life.
Emotive CX for Customer Interaction
A 45 minute version. Updated material. Delivered for Puzzel's annual Get Connected customer conference.
10 Predictions for 2021
My annual predictions webinar with Jonty Pearce at CallCentreHelper. Plenty of new research and insight driven by the rush to digital engagement and the focus on well-being. Hope you enjoy it
Rise of the Omni-Customer – ECS "Ask Me Anything" Series
I was invited to follow on from my conversation with ECS on omni-channel with John Ing hosted by Ali Hill who runs the 'Ask Me Anything' Series. We pretty much reviewed what the new generation of customer contact now looks like.
Does Brexit Mean CXit?
2020/21 will remain memorable for the disruption caused by COVID-19 and most probably Brexit. If there is one overriding lesson from the pandemic it is that risk management matters. Especially concerning unforeseen threats. What does Brexit mean in this sense?
Here is the first exploration of what Brexit could mean for contact centres and its ability to respond. I'm joined by Tim Pickard Sabio's CMO. If you want to read the briefing paper I wrote that accompanies this webinar, it can be downloaded here https://bit.ly/39oqxlO
The Rise of Empathy and AI
This is conversation I had with Sentient Machines' CEO Dr Danica Damljanovic on the role that AI plays in interaction analytics. In particular. we explored the way in which Danica has developed the latest generation of ML derived algorithms to identify emotion: a core competency in the emotive CX management framework I mentor organisations in.
Second half of the conversation shows how the Sentient Machine platform is able to surface emotive insights.
Workforce Management & AI
Industry leader Doug Casteron invited me to the very first EMEA GWFM Event. to give a keynote on artificial intelligence use in workforce management, followed by a fireside Q&A chat on the subject.
I was then joined by key experts in their fields; Ger Koole (Professor in Business Analytics at VU Amsterdam), Iliyana Zdravkova (Head of Workforce Management at Uber) Colin Whelan (Head of Workforce Optimisation at Hoist Finance) and Mubashir Shaikh (Head WFM at Noon.com) where we discussed Digital Engagement, WFM Outside of the Contact Centre, and Uber style Scheduling.
Talking about the state of the industry, my career and how Emotive CX works
Martin Teasdale kindly invited me as a guest to his contact centre orientated podcast Get Out Of Wrap. We had fun!
Rise of the Omni-Customer
I chaired a great debate on how channel choice and omni-channel fluency has come back into view as customers have changed behaviours especially since the pandemic struck. Features Scott Brown Director of Productivity Apps at AWS with global oversight of Amazon Connect, one of the current contact centre disrupters.
The multiple use cases for AI in the changed world of remote working. How contact centres are being reinvented.
During this webinar, I share the floor with Lyndon from Vonage and we discuss:
1. An overview of how customers and organisations have adapted to the pandemic
2. Challenges and opportunities to re-invent contact centre effectiveness
3. Why AI introduces a new generation of capability
4. Current use cases - customer interaction, colleague support, operational decision making in action - showing the difference between old and new ways of getting things done
Masterclass - Emotive CX for Customer Interaction
I presented a 40 minute masterclass at the long running London CX Emotion conference run by Seth Grimes. The agenda covered:
1. Definitions & Why Now
2. Emotion & Loyalty
3. Emotive CX Psychology
4. Emotive CX ROI
5. Emotive CX management
Talking About Emotive CX with Soham from Engati
Engati invited me to their CX show to talk about Emotive CX.
1. What is emotive Customer Experience? And why does it matter?
2. How can emotive CX influence customer behaviour?
3. Do you think conversational AI and automation could help improve emotive customer experiences?
4. What changes can emotive CX bring about in an organisation? How can it help organisations perform better?
5. Do you have any other thoughts that you’d like to leave our audience with?
Responding to rapidly changing customer needs
Podcast #2 with Steve Hurst from Customer Engage. How has the pandemic changed consumer priorities and habits?
• What are the implications for customer insight?
• In response, how are organisations adapting?
• As everyone from solo entrepreneurs to global brands boost their digital footprint, will customers grow tired of the noise?
• Is it just about the value proposition or has organisational reaction to social change becoming important to customers?
How are CX leaders planning for the recession?
Podcast with Simon Thorpe and Matt Dyer from Sabio
• Will companies de-prioritise CX as a differentiator and revert to price wars? Will the value of CX be challenged?
• Which technological options do we expect leaders to factor into their thinking to weather the storms ahead?
• Has the crisis encouraged companies to prioritise agile working
• What impact will the likely changes to consumer expectation have on leaders strategic plans?
• How much consumer change do we think there will actually be?
• What impact will the recession have on the workforce and how much have employee values changed following COVID-19?
• What practical tips should leaders be considering when building their strategic plans for the months ahead?
Preparing for a recession: What needs rethinking in your customer strategy?
Steve Hurst from Customer Engage and I talk about the impact of the forthcoming recession and how to adapt.
• Why is it best to plan for a slower recovery?
• How will this impact customer behaviour?
• How are organisations responding?
• What are the immediate priorities that influence customer and employee loyalty?
• What should leaders start to think about strategically?
Communicating In Anxious Times
I've produced a short video (not technically perfect but hopefully sufficient) to be shared on how people react under stress and how we need to remember the fundamentals of good communication.
So What's Your Plan Getting Through The Recession As a Service Leader?
An hour's discussion with a dozen people on 19th May 2020. Some slides and plenty of voices in response. Topics covered:
• The impact of recession on service budgets and how you prioritise
• Options for accelerating digital capabilities e.g. automation, self service, predictive analytics
• Engaging customers and colleagues as needs and expectations change
• Technology – what do you really need for improved CX at lower cost?
• The leadership challenge
Emotive CX Podcast
Mark Hillary runs a great podcast called CX files. He invited me to share what I’ve been up to in Emotive CX. The ideas flowed between Milton Keynes and San Paulo via Skype. This is the product of that conversation.
The State Of AI In Contact Centres 2019
This was the keynote speech I delivered at the UK PLANCON conference in 2019. It covered use cases in ML, NLP and computer vision. Given the conference I zoned in on planning and how AI is impacting WFM.
The Psychology Of Customer Interaction
This is a 30 minute keynote I gave at Cloudfest. It is based on the work of neuroscientist Lisa Feldman Barrett and forms one of the modules in the planning courses I'm currently running on Emotive CX for Customer Interaction.
Emotive CX For Customer Interaction
This is a 30 minute overview of the planning process to trial and embed Emotive CX in customer service. It is the basis of the six month course I'm running. Please ask for details
The Rise of Conversational Self Service: Scene Setting
This video sets the scene for the next 3 videos which cover how to get going on your first chatbot.
Using Chatbots For Self Service. Why Now?
The first segment sets the scene for why conversational self service is now right for mass deployment and provides tips on making your first deployment a success.
Fitting Chatbots Into Your Omni-Channel Strategy
This middle segment explores how conversational self service fits into a broader omni-channel strategy and some key advice on how to get up and running fast
After Chatbot launch. Whats' Next?
This final segment provides detailed advice on how to expand your chatbot's value and establish the behind the scene capability to run the service
The Dan Miller Interview- Intelligent Assistance & Bots
Martin Hill-Wilson interviews Dan Miller, lead analyst and founder with Opus Research, about how bots, AI and intelligent assistants are transforming self-service strategies. Dan invented the phrase conversational commerce and has great insight into how the market is growing and what service leaders need to be thinking about when making their choices.
It's 30 minutes long. But worth it if you can ignore Martin's constant fidgeting. Must do better next time at being still!
Chairing the 2017 Future Of Contact Centre Conference
Quadrupled in size since the previous year and even more fun to chair.
The Thought Process That Drives Omni-Channel Service Design
A conversation Martin Hill-Wilson had in late 2016, while visiting Merchant's South African Operation to talk with their clients about customer engagement trends.
Improving The Future Strategic Status Of Contact Centres
A conversation Martin Hill-Wilson had in late 2016 while visiting Merchant's South African Operation to talk with their clients about customer engagement trends.
Why Customers Need More Help Getting Value From Your Product
A conversation Martin Hill-Wilson had in late 2016, while visiting Merchant's South African Operation to talk with their clients about customer engagement trends.
What's The Profile Of A CX Competent Customer Advisor?
A conversation Martin Hill-Wilson had in late 2016, while visiting Merchant's South African Operation to talk with their clients about customer engagement trends.
The Future Of Secure, Intelligent Assistance
A panel discussion moderated by Dan MIller, founder of Opus Research during their Intelligent Assistance London conference 2016
Industry Experts Debate Intelligent Assistance
Martin Hill-Wilson chairing a panel that included Chris Ezekiel, Ceo of Creative Virtual, Andy Peart CMO of Artificial Solutions and Seb Reeve, Product Director Nuance. Day One of Intelligent Assistance Conference 2016.
Talking About Speech Analytics at Institute Of Customer Service Conference 2015
Martin Hill-Wilson discussing the state of speech analytics in the UK
A Summer Of Masterclasses
In 2015 Brainfood ran a series of masterclasses for Capita's key customers. These, together with targeted follow up sessions, formed an overall strategy to engage and educate senior decision makers from some of UK's most iconic brands on leading edge service strategies
Digital Customer Service
Martin Hill-Wilson discusses emerging trends within digital customer service and how service organisations need to respond. Topics covered include the move to real time access to customer data, omni-channel competency, personalised service and digital profiling.
Martin Hill-Wilson talks to Social Media Today & IBM
Social Media Today and IBM present a conversation with Martin Hill-Wilson on #NewWayToWork.
It Includes another description of how customer hubs work and an explanation of the phrase 'Synchronicity is the cheapest form of innovation'.
A round table: #NewWayToWork
Influencers from the UK and Ireland discuss the #NewWayToWork. Presented by Social Media Today and IBM. A fascinating range of topics. Expertly chaired by the incomparable Robin Carey.
Assessing The State of The Customer Contact Industry
Martin Hill-Wilson was interviewed at CCExpo 2015 on what's topical. The interview covers customer experience, employee engagement and predictive analytics
Talking About Customer Effort
Martin Hill-Wilson explains why customer effort remains a vital point of focus for most brands as a way of helping to promote an outside-in mindset and a focus for customer journey improvements
Talking About Customer Hubs
Martin Hill-Wilson explains why customer hubs matter and how they work.
The Evolution Series: The Rise of Digital Channels
This keynote kicked off a year's programme with BT Ireland. Other sessions are immediately below this video.
This particular event was co-located with the innovation awards initiative BT had been sponsoring for the last 30 years for Irish schools. The imagination on display was awesome and is referenced in the keynote.
BT Ireland Evolution Series Kickstart Your Contact Centre's Digital Transformation Extract
A summary of a half day workshop on digital customer service held in Dublin under the sponsorship of BT Ireland and the CCMA
BT Evolution Series Kickstart Your Contact Centre's Digital Transformation part 1
First part of a half day masterclass held in Dublin on omni-channel service design
BT Evolution Series Kickstart Your Contact Centre's Digital Transformation part 2
Second part of a half day masterclass held in Dublin on omni-channel service design
BT Evolution Series: Kickstart Your Contact Centre's Digital Transformation Q&A session (part 3)
Final session featuring a Q&A session
How To Give Distinctive Customer Service
A webinar replay with NewVoiceMedia and CallCentreHelper in 2014
Opportunities for Marketing & Customer Service To Get Closer
Interviewed at CCExpo 2013
The Competency Framework for Social Customer Service Excellence
Exploring each of the 15 competencies that make up the framework used in the social customer service masterclass. Presented to Forum members in 2013
The P&Q Campaign
Martin Hill-Wilson shares the initial UK research on current approaches to quality assurance and performance management in contact centres. This was presented at the Forum's annual conference 2013. This then developed into the annual P&Q challenge which is also offered as a masterclass
Next Generation Customer Service
Martin Hill-Wilson interviewed at Altitude's 2013 customer conference
The State Of Social Customer Service 2012
Delivered as a keynote at CCExpo 2012
Customer Listening
A self produced video on what makes great listening at personal and organisational level.
Social Customer Service Summit 2016
A great video homage to an annual event favourite