Celebrate 2020
Martin Hill-Wilson
AI for CX/CS: Strategy & Education - Self-Service: optimisation & growth - Critical Conversations: design & hosting - Chairing & Keynotes - CX: evolution & optimisation - Empathy Check Ups - Thought Leadership
I’d like to celebrate us. It’s been a year without comparison and caused us to dig deep. We sign off for holidays different from who we were. Some lost jobs. Some lost hope. Most of us lost patience more than once at the impossibilities in front of us.
Seeing how we reacted through the lens of awards, conference speeches, research findings and an eternity of Zoom enabled conversations, I’ve witnessed heroic achievements, deep empathy and care for others mixed with self-doubt, exhaustion and grief for the passing of things and sometimes for people we love.
This year has taught us however much we embrace a digital world, we thrive and therefore miss being in each other physical presence. We are more connected than we knew and need it more than we often admit.
In spite of it all, we have still managed to make our world a better place for customers, people we work with and for the communities we have reached out to and helped get through this year. We have been more creative, energized and adaptable than ever before. And we have found ourselves upholding a standard of humanity that has sadly been absent in much national leadership across the world.
However modern we might feel our world is becoming we are as subject the cycles of construction and chaos as any time in our collective history. Right now, it feels there is as much disintegrating as is being created. We remain in the turbulence of a rapidly changing world.
Sometimes though we need to seek shelter and regenerate before we can give more and shape things for the better. This holiday is something we all need. I hope you find the time, the people and occasion to relax, enjoy and be thankful for the things worth remembering from this year.
I have appreciated so many conversations, kindnesses and encouragement which have helped me stay positive and inspired to give my best. If you were one of them then know that I am deeply grateful.
I wish you a wonderful time such that we can all return refreshed to make it so in whatever we are inspired to do. Till then go well.
Well said Martin Hill-Wilson, wishing you and your family a happy Christmas and New Year!
CEO of CCMA (Contact Centre Management Association) | Chair of European Customer Contact Alliance
4 年Beautiful words Martin. It has been one ‘ell of a year, dramatic and exhilarating, scary and difficult. I’ve drawn strength through the power of people. Thank you for supporting me and the CCMA this year, Martin. Here’s to a year of new challenges in 2021.
Digital Customer Service & Culture - Advisor, Trainer, Speaker ?? Author of 'The Power of Digital Conversations'
4 年Thanks for sharing this Martin, wishing you relaxing and wonderful moments with your loved ones.
Founder | Helping Organisations succeed | Cloud Transformation Leader | AWS | AWS Amazon Connect | Service Cloud Voice | Customer Experience | IT Director | Head of Technology
4 年Thanks for sharing Martin and wishing you a relaxing time over the festive break and look forward to picking up again in 2021.