future of networks

The future of networks: harmonising the next service model

A new app marketplace model for services is starting to take off. As CIO, you’re looking for a service provider who talks less about stats and specs and more about what your customer wants, says our senior marketing manager, Jonathan Sumner.

Rather than all your service providers working separately, they’ll band together under one broker. You’ll have one contact for all your services. And they’ll make sure all your service providers work in harmony. [Read more...]

Simon Ormston

Digital re-imagining for utilities – is it turned on or off?

By Simon Ormston, Head of Utilities, BT Global Services

Many high street brands have made real progress in adopting multi-channel retailing in recent years, and this has had the effect of raising the expectations of customers, who require and demand an easy and fast digital experience and they really do want it now. When it comes to utilities, they expect the option to log-on and track their consumption and bill in real-time, with access to round-the-clock support via phone and a multitude of other channels.

[Read more...]

customer relationships

Bring your own underpants

The Future of Customer Relationships: Super Agents Apply Here

Nicola herself a regular contributor on this blog, picked up a great award this month from the London and South East Contact Centre Forum, for an outstanding contribution to industry.

She picked up the award in front of leading proponents of the contact centre industry at their annual awards ceremony in London.

We reckon it’s a well-deserved award given Nicola’s close connection to the contact centre industry. [Read more...]

Consumer 2014

Shopping in an online/offline world: Infographic

As retailers grapple with the changing retail landscape our latest infographic draws on the highlights from Consumer 2014, a survey and in-depth interviews which explore shoppers’ changing interactions with retailers and provides the insight you need to stay ahead of the competition. [Read more...]

Andrea Foord

It’s no longer a battle between online and offline

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

If you work in retail you already know that competing in a multi-channel market means enhancing your shopping experience both in store and online. To do this, you need to know your customers shopping habits; you need to know where they’re shopping and how they’re doing it.

This is exactly what we discussed at our BT for Retail Summit — we brought together retailers, top-notch industry speakers for demos and debates which created a truly invigorating environment where the conversation flowed all day. Our expert panel, chaired by Retail Week’s commercial editor Charlotte Hardie, discussed The Consumer 2014 report which unveiled the findings from a major consumer survey of 2,000 people. It identified how and where people are shopping and how their attitudes are changing, providing retailers with fascinating insight into customer priorities, what makes shoppers loyal and what drives them on and offline. [Read more...]