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...]

Chris Skinner

2014’s priorities for retail banks

By Chris Skinner

As the new financial year gets underway in the UK it seems like an appropriate time to take a look at some predictions for the world of retail banking. We asked Chris Skinner, what he thought would be the main priorities in 2014.

Customer focus is the top priority

Customer focus is always a priority in retail banking but, this year, it will become the focus. The reason being, that banks are highly aware of customer dissatisfaction, disillusion and dissidence. Sure, lack of trust in banks reached an all-time low in the last few years, but most banks sat and thought: so what? We make our money from corporate customers and investment banking, retail customers don’t matter. Even if they did, they never move to another bank unless we push them. That attitude will change in 2014 as account switching, competition, regulations and technology all come to a head. Banks will find that customer engagement and the user experience will be their key priorities, as they recognise that the customer is now a remote technology interaction, rather than a branch footfall. This will lead to a major investment in new business models and structures. [Read more...]