Author Archives: Mark Hillary

Digital CX Is More Than Just A Facebook Page

I talk to many companies about how they can plan their customer experience. It differs from company to company. Different industries have different needs and B2C is different to B2B, but there is an emerging view that the customer experience is now just as critical as offering great value. Customers expect a great experience. What […]

Letter From Bogotá: Customer Experience Colombian Style

I have been speaking today at the ACDECC Congress on Contact Centres and CRM in Bogotá, Colombia. It’s been a great day because instead of the usual topics I see at contact centre conferences this event is very much focused on the future of the customer experience. Author Scott Klososky opened by talking about the transformation […]

Will Sainsbury’s or Amazon Win The Battle For UK Groceries?

I was surprised to see that the Wall Street Journal reported negatively on the takeover of Home Retail Group (including Argos) by the supermarket giant Sainsbury’s. The WSJ believes that the fight for control of Argos may turn out to be a pyrrhic victory as there is no apparent reason why a grocer would want […]

Big Data and the IoT Are Worth Billions to the UK Economy

IBA Group Mark Hillary The Centre for Economics and Business Research (CEBR) recently published new research exploring the size of the Internet of Things (IoT) and Big Data markets in the UK economy with predictions running from 2015 to 2020. These two technologies are expected to add £322 billion to the British economy during this […]

Mark Hilary

Can You Really Measure Customer Experience?

I once started a PhD in Organisational Psychology. I didn’t complete it because I eventually figured out that it was a useful qualification for a career in academia, but not worth much in business – and at that time I was not planning a career in teaching. However, while I was doing that research I […]

Which Brands Get The Customer Experience Right?

I was browsing through the news today and I saw a story about the customer experience and Big Data analytics suggesting that with all this information available on customers there is no longer any excuse for poor service. In theory this is correct and some brands are getting it right. I love the suggestions for […]

Anomalisa: Customer Service At The Movies

When the writer and film director Charlie Kaufman (Being John Malkovich, Eternal Sunshine of the Spotless Mind) wanted to create a character that seems tired of life and sees everyone around him as identical, he made that character an expert on customer service. A motivational speaker with an expertise in customer service seems the ideal […]

Refugees: Why Don’t EU Leaders Just Share The Burden?

UK Prime Minister David Cameron has been locked in talks this week with other European Union (EU) leaders and officials, aiming to secure a deal on Britain’s membership of the EU ahead of his promised referendum on the issue – expected to be on June 23. EU leaders are playing hardball and insisting on a clause that […]

Customer Experience in 2016

One of the repeated refrains in all the business journals focused on the customer experience is how much change we are likely to see in 2016. In particular how the marketing function in every company, regardless of industry, will need to merge with the customer service function to create a customer service hub. Many analysts […]

My Customer Engagement Summit Experience

I spoke about the future of the customer experience at the Engage Customer Summit last week. It was a real pleasure to be a part of the opening keynote session with Spencer Kelly from the BBC Click TV show ahead and Patrick Lewis, director of partnerships at John Lewis (notice the name), following my session. […]