Futurist, Dr Nicola Millard on the Digital Customer
Digital Customer: A global overview of how consumers are changing and the pressures for organisations delivering customer experiences and customer services
Never before have customers been so autonomous - they’re doing more and more problem solving for themselves, largely because we’re providing the tools and technology to do it. It’s great we’re empowering customers to solve their own problems, but what does this mean for the organisations responsible for delivering (a better) customer service? As customers do more and more themselves, how do customer services organisations respond to the increasingly complex and emotive demands of customers who are disloyal, more difficult to engage, yet increasingly connected and social?
BT’s latest research report, The Digital Customer, reveals what the public really want from the organisations they deal with in terms of customer experience.
Join the Chamber for an afternoon seminar where Dr Nicola Millard will address the Digital Customer and give the Australian market a ‘first-look’ at her new research whilst in town.
Nicola is head of customer insight and futures in BT’s Global Innovation team. Despite working for a technology company, Nicola isn't actually a technologist and combines psychology with futurology to try and anticipate what might be lying around the corner for both customers and organisations.