Rob McGinn BT utilities

Top level Utilities forum gets direct line of sight to better customer service

By Rob McGinn, VP, Energy and Infrastructure, BT Global Services

We recently hosted a technology forum at the top of BT Tower for our leading water and energy sector customers. Together, we wanted to see what good customer service looks like in a digital world – and share our experiences of moving towards that.

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Simon-Ormston-agility-customer-service

Holding back the revolution with agility and customer service

By Simon Ormston, Head of Utilities, Global Services

It’s been said that we’re only ever three hot meals away from revolution: three days without power or water for a significant swathe of the country would be enough to cause serious civil unrest. People consider ‘their’ energy and water supplies to be a right, which means they hardly notice them when everything’s running smoothly — but they instantly become a big deal when they’re interrupted.

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david whiteley

2014: the year we went from ‘contact centre efficiency’ to ‘customer experience management’

By David Whiteley, Head of BT Advise Contact Practice.

This year we’ve moved away from contact centre efficiency towards customer experience management. I can hear you thinking: aren’t they the same? Well, it’s a pretty fundamental difference, despite the perceived similarity.

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Andrea Foord

We’re dreaming of a bright Christmas

By Andrea Foord, Head of Marketing , Retail & Supply Chain, BT Global Services

There are less than one hundred days to go until Christmas 2014 and all that entails. The shopping, perhaps, is the seasonal ritual we look forward to the least, and we all have our ways of making the ordeal more bearable. Sometimes it’s a posh coffee in a quiet café, sometimes it’s a ‘one for them, one for me’ present-buying strategy, and sometimes it’s working out the balance between the serenity of online shopping and the hustle and bustle of the high street.

If you’re a retailer, you’ll be on the lookout for new developments that will make the whole experience more exciting; those elements that will provide the ‘wow’ factor. We’ve compiled our list of the top five technologies that we think should be on every retailer’s Christmas list. [Read more...]

Andy Rowland

Utilities: Be equipped for success

By Andy Rowland, Head of Customer Innovation Global Mining Oil & Gas, Automotive & AMEA, BT Technology, Service & Operations

The utilities sector is a dynamic arena. Smaller energy companies are gaining a growing share of the market at the expense of leading suppliers, and the water industry is changing forever as the floor opens up to competition in 2015. The question is, what part can technology play in improving both the top and the bottom line?

The top line is closely linked with customer sentiment, and this is something that technology can dramatically improve. By monitoring social media, companies can quickly respond to and manage feedback. Big data tools can be used to help organisations interpret all kinds of customer information, as well as helping to keep a close eye on key competitors. [Read more...]