Phil Hatton

Customer Experience Specialist
Collaboration - IM & Video

Phil is focused on helping clients deliver exceptional Customer Experience through the application of innovative technology.

His passion is evident in every engagement he undertakes with a proven track record in driving successful adoption of Customer Experience strategy adoption to create differentiation.

As a NPS certified professional , Phil focusses on the attributes that are associated with Customer Experience Excellence and works back to see how solutions can be created to drive improvements in these critical areas.

Phil has an extremely rounded and holistic understanding of the strategic Contact Centre needs of global organisations and the tools they need to deliver success and customer excellence.

Articles

Collaboration
The customer loyalty conundrum: time to wake up!

2 min read
Phil Hatton - January 24, 2018 - 0 Comments

“Loyalty is driven by how well a company delivers on its basic promises and solves day-to-day problems, not on how spectacular its service experience might be. Most customers don’t want to be ‘wowed’,
Read More
Collaboration
Watches, Customer Experience and Divorce

2 min read
Phil Hatton - September 19, 2016 - 2 Comments

I am a self-confessed ‘watch geek’. Everybody who knows me knows how obsessed I am with watches. I love a quality time piece. I love mechanical movements and the craftsmanship that goes
Read More
Cisco UKI
Why contact centres need to integrate channels to avoid a Christmas and New Year hangover

2 min read
Phil Hatton - December 22, 2015 - 0 Comments

It’s that time of year – the build up to Christmas followed by intense activity around the January sales – that puts retail and e-commerce business under more strain than
Read More