Nicola Millard
Member Since: 4th Jun 2003
Customer insights and futures BT
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