About us
A combined force in CX and AI.
Two veterans of the customer-engagement world, helping CX and service leaders build AI-empowered organisations.
The team
Meet Martin & Brian
Both are deeply experienced in helping top teams adopt new technologies — and both have spent their careers in and around the contact centre and customer experience.
Martin Hill-Wilson
Co-founder · Customer engagement thought leader
A long-standing member of the customer-engagement community, Martin was CEO of a pioneering BPO and consultancy as contact centres first took hold, then spent a decade positioning the value of customer-contact technologies.
Since then he has designed industry change initiatives built on action-based learning — from Social Customer Service and Emotive CX to, most recently, AI for Non-Technical Minds. He is an internationally recognised thought leader, author, conference chair and keynote speaker.
Brian Manusama
Co-founder · Global CX & AI advisor
A global tech leader, advisor and board member, Brian was the first executive leader of ABN AMRO’s contact centres and, as Chief Strategy Officer at conversational-commerce brand CM.com, helped drive 100% revenue growth.
He also spent seven years as a Senior Director in Research & Advisory at Gartner, covering Customer Experience, CRM and Conversational AI — experience that has since evolved into the advisory firm Actionary.
A combined force
Helping you build an AI-empowered organisation
Using their complementary skillsets, Martin and Brian help customer-experience and service leaders set up — and then scale — AI-empowered organisations.
An AI-empowered organisation is one where AI is experienced as a trusted, valued support for customers and colleagues. It’s seen as a benefit rather than a threat or barrier — an operating model that delivers better outcomes for every stakeholder.
★★★★★
Great video — well paced, a great double act: articulate and clear. Really comprehensive, covering the history of AI and GenAI, learning models, ethics, and the questions to ask vendors.
Kathryn Simons-Porter
Author — The AI Mindset