Brainfood was formed in 2008 by Martin Hill-Wilson, an independent consultant with a long-standing track record in customer engagement strategy and implementation. Martin was involved in the very first wave of contact centre implementation during the 1980’s with the Merchants Group, one of the first BPOs. He ended up as CEO.
He is a well known international keynote speaker and chair for contact centre and customer engagement conferences. He is also a global authority on social customer service and co-author of ‘Delivering Effective Social Customer Service’.
As the name Brainfood suggests, Martin enjoys stimulating people to see their worlds anew, then help them develop a better mousetrap. Over a career that has included CEO, trainer, consultant, strategist and facilitator, Martin has maintained his interest in the customer agenda.
That interest has grown broad and deep.
To use a Russian doll analogy: at the core is what he knows about contact centres. That is contained within a broader context of customer service. In turn, this is framed within customer experience. The final and largest context is digital transformation: a re-imagining of how an organisation thrives in today’s business world of ‘perpetual beta’.
All these topics are related. Indeed, ensuring that these connections become strategically and operationally strong remains one of the outstanding tasks in organisational service design. A mission that Martin is uniquely qualified to help you with.
This site describes how Brainfood can help. It might be a single event around a dinner table, opening the minds of your customers to new opportunities. It might be a masterclass that removes your team from daily distractions to deep dive into new ideas such as mobile customer service or omni-channel. It could be a refreshed customer strategy or a cx audit to spot tactical opportunities. Maybe it’s time to co-design your chatbot strategy and help you select the right partner. Or is it a mindset change around becoming an innovative. collaborative team? Maybe even venture into beating silo behaviour with a low risk customer hub.
To help you become better acquainted with his overall approach to customer transformations, we have curated a vault of his thought leadership in the form of posts, slide decks and videos. We hope you find what you came here for. If not, please get in touch. Martin is always up for progressive assignments with interesting people!