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BT – Customer Experience

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  • Global contact centre solutions from BT
    Global contact centre solutions from BT
    BT Recorded: Feb 12 2019 3 mins
    We know your customers expect more from you than ever. And when they have got a problem or a question, there are many ways they want to get in touch with you. To stay ahead, you need to meet their expectations and deliver effortless service across every channel. But without the right technology, that can be tricky. And a poor customer experience can have a big impact on your reputation. So what if we could make it easier for your people and for your customers?
  • Live expert panel: Three technologies to minimise customer effort
    Live expert panel: Three technologies to minimise customer effort
    Andrew Small, VP, unified communications and contact centres, and Dr Nicola Millard, Head of customer insight and futures Recorded: Jan 23 2019 30 mins
    The biggest challenge for both consumer and B2B companies is to create that single, simple, seamless experience across all channels. The right technology is important, but reducing effort for all involved is the real key. This means unifying multiple contact centre systems and channels and aligning business needs and technologies. Only then can you truly understand customer behaviour and give agents the information they need to do the job. That way you reduce frustration for both, minimise the effort needed to achieve objectives and provide a better experience at a lower cost.

    Join us live from the studio to hear how we can help you minimise customer effort and transform customer experience to differentiate your brand.
  • Chat, tap, talk: how messaging is transforming the digital customer experience.
    Chat, tap, talk: how messaging is transforming the digital customer experience.
    Nicola Millard, Head of Customer Insight and Futures, BT Recorded: Feb 14 2018 40 mins
    Our latest research reveals a major shift in how consumers want to communicate. Whether it’s contact by phone, email, internet self-service, web chat, social media, chatbot or video, our study shows how ‘type’ based messaging channels sit alongside the traditional ‘talk’ channels of phone and face-to-face, rather than replace them.

    Join Nicola Millard, BT Head of Customer Insight and Futures, as she explores the research and what you need to be doing to ensure you’re designing and delivering the omni-channel experience your customers expect.
  • Customers are Omni-Channel - Even if They Don’t Realise It
    Customers are Omni-Channel - Even if They Don’t Realise It
    Dr. Nicola Millard, Head of Customer Insights and Futures, BT Recorded: Jan 25 2018 3 mins
    Even though most customers aren’t familiar with the word ‘omni-channel’, they are well-versed in what it means — moving seamlessly between digital and physical channels. And, according to Dr. Nicola Millard’s latest research, that’s exactly the kind of customer experience they’re looking for.

    Find out more: https://www.globalservices.bt.com/uk/en/point-of-view/omnichannel-swap-shop
  • Why the Retail Sector Needs to Tailor the Customer Experience
    Why the Retail Sector Needs to Tailor the Customer Experience
    Dr Nicola Millard, Head of Customer Insights and Futures, BT Recorded: Jan 24 2018 4 mins
    To stay ahead of the competition, retailers need to improve the customer experience. In this video, Dr. Nicola Millard reveals why personalisation is key.

    Find out more: https://www.globalservices.bt.com/uk/en/point-of-view/omnichannel-swap-shop
  • Etihad Airways Guests Welcomed Everywhere with BT Cisco Virtual Contact Centre
    Etihad Airways Guests Welcomed Everywhere with BT Cisco Virtual Contact Centre
    BT Recorded: Jan 24 2018 4 mins
    Watch how virtualization of Etihad Airways global contact centres is helping set highest quality customer service standards, deliver quantified business results and drive the airline’s future success.

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