Author Archives: Mark Hillary

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 […]

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. […]

Serving Millennials – Adapt or Die

For years marketing firms and consumer experts have talked about the oncoming rise of the millennials, the generation Y, the digital natives. This the generation that grew up with mobile phones and the Internet and is expected to behave completely differently to the customers from previous generations. Except, the millennials are already with us. This […]

The customer experience must match the expectation of your customer

Any customer service manager has known for years that the quality of customer feedback often depends on what the customer expected when they got in touch. For example, if your shiny new PC crashes after a few days and minutes after calling the helpline you have it back up and running then factors such as […]


Technology has redefined how we all communicate – including customers! When was the last time you interacted with a customer service team – on any channel – and came away from the experience feeling really good? Of course it happens, but in most surveys there are only a minority of customers who claim to be […]