Blending Short-Term Survival with Medium-Term Strategy
How do you adjust your immediate plans when dealing with an uncertain future? Be relevant in every channel of interaction and re-imagine your self-service strategy.
About Martin Hill-Wilson
Martin Hill-Wilson is a Customer Service, CX & AI Engagement strategist and facilitator. He provides keynotes, masterclasses and transformation frameworks on omni-channel contact strategy, customer based quality management, emotive CX for Customer Interaction and AI driven customer service.
Embracing ‘Adaptability’ in the New Normal
Awareness of the economic damage from the global pandemic continues to grow. National debt is ballooning as governments attempt to prop up businesses and individuals. At the time of writing,…
How Contact Centres Can Accelerate Their Digital Agendas
It is starting to be widely appreciated there has been a rapid change of behaviour in the way customers now expect to receive sales and service support. Enforced isolation has…
Reducing Customer Effort with Effective Knowledge Management
It’s a challenge trying to lead organisations through COVID-19. Homeworking remains a top of mind issue with all the associated technical challenges. Then making necessary compromises on the ‘correct’ working…