Martin Hill-Wilson is a long-standing member of the Customer Engagement community. He was CEO of a pioneering BPO and consultancy as contact centres first took hold. Martin then devoted a decade to explaining customer contact technologies and positioning their value on behalf of vendors and systems integrators.
Since then, Martin has designed and launched a series of industry change initiatives using the dynamic of action-based learning. These include Social Customer Service, Quality and Performance, Emotive CX for Customer Interaction, Empathy Check-Ups and most recentlyAI for Non Technical Minds.
All are designed to disrupt and reset the ‘art of the possible’ using new operating models powered by foundation user education. Over his career, Martin has facilitated thousands of learner journeys and is an internationally recognised thought leader.
He also contributes as an author, writer, conference chair, keynote speaker, awards judge, and industry mentor.
Brian Manusama is a global tech leader, sought after advisor and board member. He is expert at advising top teams on how to scale and grow, informed by his own operational expertise in digitally powered markets.
This ranges from being the first executive leader of ABN AMRO’s contact centres to enabling 100% revenue growth as Chief Strategy Officer for CM.com, a global conversational commerce brand.
Between these, Brian conceived and ran two start-ups specialising in Customer Experience and Customer Strategies.
He’s also blended these ‘in market’ roles with a range of advisory ones. For instance, acting as Senior Director in Research and Advisory for Gartner in Customer Experience, CRM and Conversational AI over a seven year period.
Together with a group of fellow ex Gartner colleagues, this has now evolved into Actionary. A re-imagined advisory firm that leverages a shared heritage as globally recognised experts.
Brian acts as executive partner in a team collectively skilled in decoding the value of technologies that power customer engagement lifecycles. With AI currently at the centre of the innovation curve.
A Combined Force
Using their complimentary skillsets and experience, Martin and Brian have joined forces to help Customer Experience and Service leaders set up, and then scale AI empowered organisations.
What does this look like?
An AI empowered organisation is one in which AI is experienced as a trusted, valued support for customers and colleagues. It’s seen as a benefit rather than threat or barrier. From an organisational perspective, it’s an operating model able to deliver better outcomes for every stakeholder.
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Hear From One of Our Reviewers
★★★★★
Great video – well paced, great duo double act! articulate and clear. I loved the animal analogy! Really comprehensive, seems to cover ‘all bases’ – the history of AI/GenAI, different learning models, ethics – and of course questions to ask vendors!
