A new relationship with customers

Dr Nicola Millard, BT's Customer Experience Futurologist talks about the era of the infinately connected, multi tasking, multi-channel customers. These are bringing new challenges to organisations as prior to making contact customers they are doing their homework and when they do get in touch they are asking more complex questions which require more expertise to answer their questions.

To meet this challenge Nicola speaks of networked expertise bringing together the customer with the right expert which requires a greater understanding of where your experts are in your organisations.

Nicola recognises there are other challenges such as knowing if the expert is available and where they are at that time, however she says we are already seeing the networked expert model emerging in highly complexed areas such as IT and telecoms.

Category:

Science & Technology

Tags:

• dr nicola millard
• networked expertise
• crm
• it
• telecoms