Author Archives: Mark Hillary

Virtual Reality Is Set To Be Your CX Challenge For 2017

I read an interesting feature in Forbes magazine recently about habituation and how people are adopting new technologies faster and faster. In short, humans are taking on board new ideas faster than ever and habituating them – they become normal behaviour. This then frees up more space in our minds to keep exploring and to […]

Judging The 2016 Engage Awards

I have been judging the 2016 Engage Awards today. The award ceremony will be on the same day in November as the Customer Engagement Summit in London, which from the agenda looks like it will be the biggest ever and this event has been running for five years now. I’m judging two categories, the best […]

Governments Need To Offer A Great Customer Experience

The latest Customer Experience Index research from industry analyst firm Forrester shows that the American citizen who needs to engage with their government is likely to have a very poor experience indeed. In fact, 73% of federal agencies were ranked poor or very poor based on the service level they provide. To most people this […]

Do You Need A Dedicated Customer Experience Team?

Blake Morgan wrote an opinion piece in Forbes this week arguing that even if they want to boost and improve the customer experience (CX) companies do not need to create a separate CX department. Blake argues that you can’t just define a department in this way – CX is an attitude that comes from the […]

The Enormous Complexity In Creating a Great Customer Experience

The customer journey has changed dramatically in the past few years. There is no longer a linear process where a customer seeks out information on products, makes a purchase, the possibly follows up with a call to the customer service team. Today, there is engagement and interaction at all stages in the journey, across many […]

The Rio 2016 Focus On Volunteers Will Ensure Olympic Success

Four years ago I wrote an article about the London 2012 Olympic Games. I asked why British people were so critical of the games in London and the article was immediately flooded with hundreds of comments telling me what an idiot I was to think that the people of London might actually enjoy the Olympics. […]

Mark Hilary

Should You Encourage Your Customers To Review Your Service?

Many brands are paranoid about what their customers say online about their products and services. They invest in expensive systems to scan the blogs and social networks, gauging sentiment and yet how often do they really interact in a meaningful way? Often this approach comes from the boardroom. They ask managers to monitor what people […]

When Will The Brazilian Courts Understand WhatsApp?

Once again the Facebook-owned messaging service WhatsApp has been banned by a judge in Brazil. This time it’s the courts in Rio and this is now the third time in the last eight months that the service has been banned in Brazil.  During the last few bans it was live again after about a day […]

Mark Hilary

Pokémon Go Shows What Augmented Reality Can Do For Customer Experience

Everyone is suddenly crazy for Pokémon Go. Nintendo has set the world alight with their Augmented Reality (AR) game and watched their share price soar by 53% in the three days since the game launched. Nintendo has further boosted investor confidence by announcing the November launch of the Classic Mini NES console – packed full […]

Mark Hilary

Customers Prefer The Online Experience To In-Store

I have been reading several research reports from both sides of the Atlantic recently that talk about how customers are starting to favour the online shopping experience over the real, in-store experience. How could this be? Haven’t retailers always found that some customers prefer to see and touch products before purchasing? Times are changing. If […]