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