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Nicola Millard
Millard
Member Since: 4th Jun 2003
Nicola Millard
Customer insights and futures BT
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21st May 2018

Customer service: What research tells us about the future of phone support

There has been enormous growth in customer use of social media and chat for service queries. So what is the future for phones? Is there a...
Contact centres
3rd Jan 2018

How should you serve digital customers in 2018?

With digital technology evolving at breakneck speed, what’s the effect on how customers contact companies? BT’s head of customer insights...
Contact centres
8th Nov 2017

Am I bot or not: Are brands wrong to design chatbots as virtual humans?

Science fiction has always been one of my favourite ways of exploring the future. It inspired me to get into technology in the first place...
Contact centres
28th Aug 2017

It’s all about the journey: Four customer experience lessons from airlines

When holiday season looms the spotlight often falls on the airline industry, as passenger numbers increase exponentially. Air travel is...
Management
6th Jul 2017

Predictive service: Are you a butler or a stalker?

Imagine you’re walking down the High Street, minding your own business, when a stranger comes along and taps you on the shoulder. “Hello, [...
Data
8th Mar 2017

Omnichannel customer journeys: The banana, boot or book dilemma

Where would you buy bananas, boots or books? I’d probably buy my bananas in-store, because I want to check how ripe or bruised they are...
Channels
8th Feb 2017

How to improve the morale of your service staff

This article has been written by guest authors and BT researchers, Dr Tanya Alcock and Dr Jon Malpass, with support from SOAS University of...
Contact centres
23rd Dec 2016

6 reasons contact centres are turning to chat

While we WhatsApp, WeChat and Snapchat away to each other, chat is also gradually gaining traction as a contact centre channel. With many...
Contact centres
23rd Nov 2016

What Black Friday teaches us about omnichannel behaviour

Black Friday and Cyber Monday are two rather bizarre US exports to the UK retail market. They make sense when US retailers open their doors...
Ecommerce
24th Oct 2016

Video chat: Our future call centre channel of choice?

Video killed the radio star. Or so crooned The Buggles back in the late ‘70s. For the last 30 years, video has eaten away at a number of...
Channels
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