Latest / Punk CX: Customer Experience Insights with Adrian Swinscoe
Should 'Net Easy' be your new customer service metric - Interview with Nicola Millard of BT
Today’s interview is with Nicola Millard, Customer Experience Futurologist at BT, where she heads up customer insight & futures with BT Technology, Service & Operations' Global Innovation team. Some of you may remember my previous interview with Nicola last year (Customers, customer service, customer experience and crystal balls – Interview with Dr Nicola Millard of BT). Well, I decided to ask Nicola back for a chat after seeing her present at the the recent 20:20 Customer Experience Summit. So, today, Nicola joins me to talk about a new concept called Customer Easy, whether her predictions…
The skinny
The skinny isn't ready yet — notes appear once the transcript is processed.