Martin Hill-Wilson

Jan 7, 2025 | sprinklr.com | Issac Thomas |Bhavna Gupta |Martin Hill-Wilson

Equipping customers with self-service options that eliminate the need for live agent intervention has become a top priority for companies of all sizes and industries. With rising customer expectations and diminishing patience — especially among Millennials and Gen Z — businesses are leaning toward customer self-service solutions. Why? Because they deliver the trifecta of modern customer demands: speed, efficiency and accuracy. Self-service automation lies at the heart of this shift.

Nov 5, 2024 | sprinklr.com | Martin Hill-Wilson |Adrian Swinscoe |Nidhish Rajan

In this article, CX Thought Leader Martin Hill-Wilson draws our attention to McKinsey's customer care survey that highlights a growing focus on revenue generation in contact centres, with 20-25% of positions now directly contributing to sales. Equipped with real-time analytics this 'Sales through Service' strategy empowers advisors with AI-driven insights for tailored, timely offers, potentially transforming contact centres into proactive revenue drivers.

Oct 22, 2024 | sprinklr.com | Martin Hill-Wilson |Sravani Gade

If I had a penny for every time I tried to buy a product online (because its ad wouldn’t go away from my feed for a month) and it was out of stock, well, let’s say I’d be counting pennies and not writing this blog. You may be thinking, why am I being so dramatic about buying a product online?

Jun 25, 2024 | customerthink.com | Martin Hill-Wilson |BlogEditor's PickService

I recently judged the L&D category for the CCMA’s national awards. In the process, I noticed quite a few submissions highlighting how they needed to recruit more front-line advisors in response to a significant increase in inbound volumes. This reconfirmed that human contact remains a growing priority for consumers. Moreover, I don’t see the kind of life challenges driving this need as ones likely to go away anytime soon.

Apr 8, 2024 | linkedin.com | Martin Hill-Wilson

#1 in a Series for CX and Customer Service Leaders Back Story As you might recall I'd spotted a widespread need to better understand AI after hosting a couple of conferences. Especially around Generative AI which caused a huge global response and promised so much in terms of contact centre evolution. It's already disruptive. There are many decisions that need making. So informed judgement is going to be critical. Especially in CX and Service - all roles included.