Super agent

Super agent saves the day

These days, customers are very happy and comfortable with self-service. They’d much rather look something up a website or pay for something online; they like to help themselves rather than pick up the phone because it’s an easier, more efficient and quicker way of solving problems.

Does this mean the contact centre is dead? [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...]

Fabrice de Windt

Digital Banks for Digital people

By Fabrice de Windt, vice president, Europe, global banking & financial markets, BT

We are in an age where technology is ever more ubiquitous. Smart phones and tablets in particular have changed the way we think, act and behave within a relatively short time period. So you could say that a digital revolution is taking place.

That revolution is particularly evident in the financial services industry, where we are seeing a change in the way that people deal with their financial service providers: the adoption of digital channels is accelerating and the boundaries of how and when we communicate with our bank are shifting. Digital people are demanding digital banks. [Read more...]

Nicola Millard

How autonomous customers challenge utilities companies

By Nicola Millard, Customer Experience Futurologist BT

Customers never contact you to say thank you. Some would say that’s ungrateful of them but, when it comes to water and power, we expect things to work at the flick of a switch or the turn of a tap.

In fact, utilities are services that we only realise we have, when we don’t! The product is either all or nothing. It can’t really be physically differentiated (peppermint water on tap anyone?) In fact the only thing we tend to notice is the money that gets taken from our accounts on a very regular basis. [Read more...]

Jeremy Ridgway

UK branches have reached their technology tipping point

By Jeremy Ridgway, Director of Keyfact

2014 will go down as the year when key players on the financial high street finalised their “branch of the future” models. The previous decade saw all manner of branch pilots, from broadcasting Bluetooth messages inviting people into a branch (HSBC) to using retina-recognition technology to recognise and greet customers by name (Nationwide). Barclays, Lloyds TSB and others used Brickstream “computers with eyes” to capture and assess the movement and behaviour of branch visitors, and a lot of money was spent tweaking branch designs, choreography and merchandising. [Read more...]