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Customers, customer service, customer experience and crystal balls - Interview with Dr Nicola Millard of BT
Today’s interview is with Dr Nicola Millard, a customer experience futurologist with BT, who does have a crystal ball but says it doesn't work! However, she spared me some time to shares with us insights around the work that she does, the research that BT is doing and helps us look just over the horizon, or round the corner, in terms of what's coming up in the ever changing world of the customer, customer service and customer experience.
This interview follows on the back of last week’s interview: Customer engagement, social CRM and cool tools for professional services firms – Interview with…
The skinny
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