The masterclass series empowers businesses to tackle the most important strategic issues happening right now in the customer engagement industry. Each topic is listed below.
The learning environment of a masterclass allows you to turn off your busy multi-tasking mindset and focus your creative brain on the future. Brainfood masterclasses are high octane input for designing new target operating models.
Delegates find them engaging and fun. They inspire a stream of new insights. They are also highly productive. Everyone leaves with the outline of a new strategy and roadmap. Uniquely the masterclass slides are also provided to help you retell the stories of the day as part of consensus building with colleagues as your first task after the masterclass.
Masterclasses are available as open courses or delivered in-house just for your team. Both have advantages. We can advise on what’s best for you.
For instance different masterclasses can be combined into customised workshop agendas to suit specific needs. Here are some previous examples:
- Educating business heads in the ‘art of the possible’ for their next generation service infrastructure
- Orientating a management team on digital customer behaviours
- Consulting and training a regional hub on their social engagement strategy
- Providing in house courses on omni-channel service design for a consultancy practice
You can find future dates and request relevant agendas on each individual masterclass page.
Previous In House Masterclasses
All masterclasses are designed and delivered by Martin Hill-Wilson, who has been actively involved in co-creating strategic agendas for customer leaders since the industry started. Add that to his experience as facilitator and personal mentor and you have someone you can trust to deliver.
In addition to the masterclass format for delivering new capabilities, Martin also works in a mentoring capacity to help organisations co-design strategy and implementation plans as shown in many of the testimonials provided on this page. If you want to explore his suitability for a current need you have please get in contact here.
Previous Mentoring Assignments
Customer Service is being disrupted. Customers have adopted digital lifestyles and passed on those expectations to brands. This translates into omni-channel fluency, 24×7 responsiveness and everything being fixed as speedily as possible. Few organisations are even close. And that’s before the bar gets even higher. Learn More about Accelerating Your Digital Customer Service Strategy
From latest research on UK consumer omni-channel behaviour, to learning the key design principles for best use of voice, video and text service channels, this course will help you prioritise investments that work for both brand and customer. Learn More about Designing Omni-Channel Customer Service Experiences
An evolutionary leap of capability in certain core technologies has opened up entirely new possibilities for real time customer engagement. Intelligent assistance and bots are redefining what is possible in self managed customer journeys. This masterclass explores the implications. Learn More about Using Intelligent Assistance & Bots To Transform Self Service
Given UK smartphone adoption and its transformative impact on purchasing behaviour, it is strange how little time is devoted to learning how to succeed in mobile customer service. This masterclass provides a rare opportunity to explore challenges and best practice. Learn More about How to Design & Deliver Mobile Customer Service
Customers expect brands to make their lives easier. Traditional customer service is a back foot response. This masterclass shows you how to think differently and unearth the times in customer journeys where you need to anticipate the customer need. Learn More about Upgrading Your Proactive Customer Service Strategy
Customer service is in a state of high speed transition. Customers demand it, brands are revisiting its value. Traditional models are being disrupted. Those that can steer through this by unlocking the innovative potential of the wider team will stay ahead. Learn More about How To Create An Innovation Based Service Culture
Offering both strategic and tactical advice, this masterclass takes your existing social customer service capability to the next level. It is based on 15 competencies outlined in the best seller “Delivering Effective Social Customer Service” as a framework for service excellence. Learn More about Planning For Social Customer Service Excellence
Contact centres are gradually re-establishing their credentials as a customer experience orientated touch point. However this requires a total redesign of the culture and daily routines within quality and performance management. This is the in-house version of the P&Q Challenge. Learn More about Re-imagining The Quality & Performance Ecosystem For Digital Customers & Employees
Traditional organisational structure and culture are now the greatest barriers to becoming effective in the digital economy. Customer hubs provide a low risk alternative to traditional top down business transformations. This masterclass shows how to design your own version 1.0. Learn More about Introducing Customer Hubs