Martin Hill-Wilson explains how social and digital customer service are converging with new technologies and opportunities for improving customer experience (CX). Keynote presentation from Social Customer Service Summit 2015 (London).

1. The Conve rge nce Of Social And
Digital Custome r Se r v ice

2. h o w b r a n d s a r e d e v e l o p i n g o m n i - c h a n n e l
s o c i a l / d i g i t a l s t r a t e g i e s a n d w h a t t h i s
m e a n s f o r c u s t o m e r s

3. Social balances Digital

4. S o c i a l M e e t s D i g i t a l C u s t o m e r S e r v i c e
© Brainfood Consulting 2015
Into The Digital Blender…

5. S o c i a l M e e t s D i g i t a l C u s t o m e r S e r v i c e
© Brainfood Consulting 2015
…And Out Comes

6. S o c i a l M e e t s D i g i t a l C u s t o m e r S e r v i c e
© Brainfood Consulting 2015
“Amelia doesn’t have just an IQ, she
has an EQ as well. She is equipped to
sense human emotions and respond
appropriately”
…And Out Comes

7. S o c i a l M e e t s D i g i t a l C u s t o m e r S e r v i c e
© Brainfood Consulting 2015
“Welcome to The Year Of
The Employee as I've
labelled 2015 in my
annual listing of CX
trends. Companies'
emphasis on culture,
training, and voice of
the employee will put
employees at the center
of CX attention this
year”
Meanwhile…

8. S o c i a l M e e t s D i g i t a l C u s t o m e r S e r v i c e
© Brainfood Consulting 2015
UK Rocks!
”In our view, empathy consists of three components: reassurance, authenticity,
and emotional connection. Empathy goes beyond simply solving a problem. It
involves making a customer feel valued.” – Lady Geek

9. Digital behaviour is evolving

10. S o c i a l M e e t s D i g i t a l C u s t o m e r S e r v i c e
© Brainfood Consulting 2015
Omni This,Omni That

11. S o c i a l M e e t s D i g i t a l C u s t o m e r S e r v i c e
© Brainfood Consulting 2015
Privacy Get Traded In

12. S o c i a l M e e t s D i g i t a l C u s t o m e r S e r v i c e
© Brainfood Consulting 2015
Or Does It?

13. No such thing as legacy

14. S o c i a l M e e t s D i g i t a l C u s t o m e r S e r v i c e
© Brainfood Consulting 2015
In Active Use

15. S o c i a l M e e t s D i g i t a l C u s t o m e r S e r v i c e
© Brainfood Consulting 2015
Digital Voice

16. S o c i a l M e e t s D i g i t a l C u s t o m e r S e r v i c e
© Brainfood Consulting 2015
Digital Voice

17. How the best are doing it

18. S o c i a l M e e t s D i g i t a l C u s t o m e r S e r v i c e
© Brainfood Consulting 2015
Argos Learns To Learn

19. S o c i a l M e e t s D i g i t a l C u s t o m e r S e r v i c e
© Brainfood Consulting 2015
Argos Learns To Learn

20. S o c i a l M e e t s D i g i t a l C u s t o m e r S e r v i c e
© Brainfood Consulting 2015
Argos Learns To Learn

21. S o c i a l M e e t s D i g i t a l C u s t o m e r S e r v i c e
© Brainfood Consulting 2015
Argos Learns To Learn

22. S o c i a l M e e t s D i g i t a l C u s t o m e r S e r v i c e
© Brainfood Consulting 2015
Argos Learns To Learn

23. Outstanding issues

24. S o c i a l M e e t s D i g i t a l C u s t o m e r S e r v i c e
© Brainfood Consulting 2015
Investment Is Lagging

25. S o c i a l M e e t s D i g i t a l C u s t o m e r S e r v i c e
© Brainfood Consulting 2015

26. S o c i a l M e e t s D i g i t a l C u s t o m e r S e r v i c e
© Brainfood Consulting 2015
Customer Hubs

27. S o c i a l M e e t s D i g i t a l C u s t o m e r S e r v i c e
© Brainfood Consulting 2015
Customer Hubs

28. Social
an essential part of being digital