Nicola Millard
Member Since: 4th Jun 2003
Customer insights and futures BT
30th Sep 2016
Reputation rebound: How have banks repaired customer relationships?
Have you ever had a cup of coffee in your bank branch? According to our new ‘ Youbiquity Finance ’ research, dropping into your local bank...
Loyalty
5th Sep 2016
Why service and IT are growing ever closer in customer-centric companies
Watching the activities at the recent Olympics in Rio, it is always great to see the gold medal-winning athletes thanking the team that...
Channels
3rd Aug 2016
Contact centre collaboration: Moving from hierarchy to “wirerarchy”
Collaboration is a team sport. A collaboration of one would be a rather lonely and pointless exercise. At its best, collaboration is when...
Contact centres
21st Jun 2016
Botman vs Superagent: Dawn of a new future contact centre?
The cinema omniplexes have been packed to the rafters with angst-ridden superhero movies lately. Rather than battling the big bad, Captain...
Contact centres
26th May 2016
How easy is it to make things easier for your customers?
Kermit the Frog once wistfully bemoaned the fact that it wasn’t easy being green . The same could sometimes be said for being a customer,...
Management
29th Mar 2016
How to ensure your omnichannel strategy doesn't become an omnishambles
“Omnichannel” is, at the time of writing, a high score on business buzzword bingo. Seamless customer experiences across multiple devices...
Contact centres
1st Oct 2015
Fragvergence: Why the modern customer has become a monster
Have we created a monster? Hand a customer a smartphone and they have the power of the social, located internet in the palm of their hand...
Channels