Dr Nicola Millard, Head of Customer Insight & Futures, BT Global Innovation Team.

I am not an “Omni-channel” Customer: I’m just normal.

By Dr Nicola Millard, Head of Customer Insight & Futures, BT Global Innovation team.

There is a lot of talk about “Omni-channel” out there at the moment.

It’s a strange word from a consumer perspective. I don’t think of myself as “Omni” anything. As a consumer I have a goal – it’s simple. It might be going on holiday. It might be creating the perfect dinner party. It might be paying my electricity bill. [Read more…]

Nicola Millard

Seize the Data: Putting the “I” into Intelligent Customer Service.

By Dr Nicola Millard, Head of Customer Insight & Futures, BT Global Innovation team.

In the good old days of “Customer Relationship Management” we used to talk about a 360 degree view of the customer and creating customer intimacy at every touch point. It did, of course, rely on the fact that customers actually wanted a relationship in the first place.

We are now in an era of “big data”. Although a lot of this data has been hanging around casually and waving at us for a very long time, the difference now is that we have the analytics tools to make sense of it. And we are about to be in an era of bigger data as the Internet of Things, Wearable Technologies and the Cloud of Clouds becomes a reality.

[Read more…]

Dr Nicola Millard, Head of Customer Insight & Futures, BT Global Innovation Team.

Don’t count your chickens: “SuperAgents” fly the contact centre coup

By Dr Nicola Millard, Head of Customer Insight & Futures, BT Global Innovation team.

When you say the words “call centre” to most people, they conjure up an image of a football sized stadium sized warehouse, full of battery chicken type cubicles and lines of agents tethered to their phones.

Is the contact centre of the future still going to be like this? [Read more…]

Dr Nicola Millard, Head of Customer Insight & Futures, BT Global Innovation Team.

Are you herding cats or creating common ground?

By Dr Nicola Millard, Head of Customer Insight & Futures, BT Global Innovation team.

Collaboration is a hot topic for most businesses. Connecting people together who ‘know how to do stuff’ is far more effective than continually inventing the wheel. Although there is plenty of technology to support collaboration, knowledge sharing and communication, it doesn’t mean that we are actually very good at doing it. A recent study by London Business School found that only 1 in 4 of us are good at communicating both up and down the organisation, even if we have the tools to do so. Another study by Randstad found that 74% of employees believe that their employers should spend more time promoting collaboration.

[Read more…]

Nicola Millard

In (Audio) Space Everyone Can Hear You Scream: Confessions of a Movie Geek.

Dr Nicola J. Millard, Head of Customer Insight & Futures.

I love going to the movies. It’s very easy to get lost in Interstellar space or in Middle Earth when you are watching a visual feast in high definition on the big screen in complete darkness, with the universe reverberating all around you.

Now let’s change this big screen experience. Let’s turn on the lights, get someone to crunch popcorn by one ear and get someone’s dog to bark in the other. Next let’s turn the picture off and flatten and distort the sound so we don’t have a clue who’s speaking. To complete the experience, let’s thrust a buzzing and beeping smartphone into our hands. [Read more…]