Our resident Customer Experience Futurologist, Dr. Nicola Millard, spends her days far off in the distant future, predicting what’s around the corner. Whether it’s technology, the customer journey or the retail experience, there’s not much that Nicola can’t turn her expert eye to.
By Craig Chadburn, Social Media Manager BT Global Services
Recently I spoke at a customer event about the social media strategy I created for BT Global Services. As always, this generated a lot of debate and questions, even more so given the defence audience I was talking to. For them, information is key to gaining military advantage and achieving information superiority. In the face of an ever-changing external environment, it’s a huge topic of discussion, especially in terms of social media.
In a B2B environment, social media is growing. It’s important because that’s where customers are choosing to interact with businesses. By gaining an understanding of where your customers are and the social channels they choose to use, you can meet them where they’re at. [Read more…]
By: Annabella Yau, Managing Director, North East Asia, BT Global Services
One of the most exciting parts about my job is experiencing the wealth of different markets across the globe; specifically in China, Hong Kong and Korea. People all over the world are keen to be (and stay) connected, and we’ve all got a multitude of devices and ways to connect — whether that’s at an industry event using our smartphones, or at an airport through the wi-fi, or in the office, using video, audio and IM.
We live in an era where we’re more connected than ever before. With constantly changing technology, making sure we’re effectively and securely connected has become a complicated process. We need to see IT as an art, rather than a science. Keeping up with the global pace means using the technology we already have, innovating where we can, all in an attempt to stay ahead of the curve. [Read more…]
By Ruth Holland, Marketing: Global Partners
Social media is dynamic and fast-changing, and it has the power to change business as we know it. Every week introduces a new platform, or so it seems, so is it really surprising to hear that, while social media is at the top of the agenda for most organisations, many companies feel less prepared for the data explosion than they did three years ago? The fact is, social media is introducing new ways for businesses to communicate with their customers and their partners, and opening up whole new channels for collaboration, but it’s an intimidating prospect.
The term, social ‘media’ usually makes executives think of informal and unfocused communication, it’s important to remember it’s not about the number of followers or tweets you have; it’s about the quality of every interaction. Moments of serendipity — or ‘knowledge accidents’ — can change the course of a conversation and, from there, a business decision. You never know when social media can introduce you to the right person, or where a tweet might lead you. As we have discussed before, success hinges on collaboration and a key element of a successful partnership is communication.
The average number of avenues we can use to contact our banks, building societies and insurers is a whopping 6.2, including social media, SMS and even video chat. It’s no wonder that it all seems a bit disconnected; research conducted by BT and Avaya revealed that people still crave the simplicity of popping into their local branch for some good old fashioned human interaction. In fact, almost half of people interviewed say that having a named individual to email or phone would help them warm to their financial service providers.
Take a look at our infographic that shows some of the ways that banks, building societies and insurers are giving their communication strategies a human touch: [Read more…]