Experts from BT - Dr Nicola Millard, Kate Denison, and Andrew Small
"The phone is dead”. “Millennials never use the phone”. “The future is automation”. Is this fact or fiction?
As new contact channels emerge and the capabilities of AI continue to grow, businesses need to decide where to take their contact centre. But which channels and technologies are worth investing in? How do customers really want to communicate with you?
We have been tracking consumer contact preferences for ten years now, and our experts are ready to share their insight. Watch the webinar to find out what the trends mean for your business as we explore five key questions:
- Is it the end of the road for person-to-person voice calls?
- Is messaging mania here to stay?
- Do video and social media for contact have a future?
- How can businesses build trust and security around identification, verification and payments?
- What AI-powered technologies are customers ready to accept?
Dr Nicola Millard, Head of customer insight and futures, BT
Kate Denison, Head of portfolio marketing and partners, BT
Andrew Small, Digital Solutions Director, BT
Experts from BT - Kate Denison, Senior manager, product & partner marketing; and Andrew Small, Cloud Collaboration Director
Your customers always want a great experience, but in an industry with expected peaks in contact demand – like Christmas holidays or busy sales periods – as well as unexpected ones – such as a volcanic eruption at a holiday destination – this can be tricky to deliver.
Watch our experts as they discuss how you can ensure a consistently brilliant experience when it matters most. They looked at the challenges customers just like you are facing when it comes to customer contact, and how technology can help you cope with contact centre demand during your busiest times – so you can deliver a first-rate customer experience throughout the year.
Dr Nicola Millard, Head of customer insight and futures, Andrew Small, and James Cronk
Your customers always want a great experience, but in an industry with regular peaks in contact demand – such as Black Friday, Christmas, and busy sales periods – this can be tricky to deliver.
Hear our experts as they discuss how you can ensure a consistently brilliant experience when it matters most. They looked at the challenges customers just like you are facing when it comes to customer contact, and how technology can help you cope with contact centre demand during your busiest times – so you can deliver a first-rate customer experience throughout the year.
The world of communication is evolving at an exponential speed, and with that, demands of your customers are also increasing rapidly. They now expect to be able to engage with you over multiple channels, using whatever devices they choose, from wherever they happen to be – at home, at work or on the move. Heavy and continuous investments are needed to remain up to date with evolving technologies, and this might prevent you from providing the experience that you want to provide to your customers. This video features Cloud and Customer experience experts who answer major queries around how you can effectively manage your costs as well as your customer experience objectives, like:
- Why is transformation important to achieve your vision for customer experience?
- How can you reduce your costs of adopting and implementing technologies?
- How can you optimise usage of your customer engagement channels?
- How can you convert your static cost model into pay-per-use model?
Richard Atherton, David Ilett, and Karine Palacios
You’re tasked with achieving two key goals that are often at odds with each other. You recognise the importance of transforming your customer experience and having the best contact centre systems in place. But at the same time, you’re under pressure to keep costs under control. Accomplishing just one can occupy all your attention—how do you manage both?
The right technology is important, but the way in which you deploy it will make or break your success. You need to know the pitfalls to avoid, and you need to know the return on investment (ROI), how long it will take to recoup, and what the real total cost of ownership is.
Join our experts as they discuss how you can de-risk your customer experience transformation by:
1.Managing the migration and transformation without impacting your customer and agent experience
2.Creating a compelling business case for cloud
- Richard Atherton, Head of product management, Cloud Contact
- David Ilett, Head of customer contact consulting
- Karine Palacios, Head of global product management – Cloud Contact next generation
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?
Andrew Small, VP, unified communications and contact centres, and Dr Nicola Millard, Head of customer insight and futures
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.
Nicola Millard, Head of Customer Insight and Futures, BT
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.
Dr. Nicola Millard, Head of Customer Insights and Futures, BT
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
Enabling an outstanding omni-channel customer experience
Customer experience is the benchmark when choosing between brands. It’s no longer about isolated interactions, but rather an end to end journey in which there are multiple interactions. Customer experience matters to consumers, with 56% saying convenience is more important than price. They want better, more personalised and more complete experiences that surprise and delight them. To meet customers’ expectations you need to be ready for every eventuality.