Serving The Autonomous Citizen: 5 Trends for the future | Nicola J. Millard | April 2014
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BT Contact. Relationships that grow Serving The Autonomous Citizen: 5 Trends for the future. Dr Nicola J. Millard Customer Experience Futurologist BT Global Services [email protected] @DocNicola
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Presentation on customer experience trends by Dr. Nicola J. Millard, Customer Experience Futurologist at BT Global Services. Delivered at the Local Digital Futures event at the BT Tower in London on 9 April 2014.
Transcript of Serving The Autonomous Citizen: 5 Trends for the future | Nicola J. Millard | April 2014
BT Contact. Relationships that grow
Serving The Autonomous Citizen: 5 Trends for the future.
Dr Nicola J. MillardCustomer Experience FuturologistBT Global [email protected]@DocNicola
BT Contact. Relationships that grow 2
Trend 1: Easy does it!
5%Felt they had got good value for money when they had a difficult experience
Copyright: BT Global Services, 2014
BT Contact. Relationships that grow 3
“Net Easy” does it.
Making it Easy is the missing link between operational quality and loyalty:
Operational performance
Customer experience
Advocacy
Incremental valueChurn
reduction
NPS
Net Easy
OCR & RFT
Why measure Easy? True voice of the customer
Drives advocacy, VFM & loyalty
Highly actionable feedback
Applicable in all channels
Engages and resonates with staff
Low effort also = lower cost
Customers finding it easy are 40% less likely to churn
Thanks to Joanna Howard
BT Contact. Relationships that grow 4
6 factors explain 67% of movement in Net Easy
What drives easy?
Thanks to: Joanna Howard
BT Contact. Relationships that grow 5
Trend 2: Omnichannel is the new normal.How we Talk With Organisations is Evolving
say they constantly change the way they deal with organisations
say organisations make it easy to switch between different channels
1:2 17%
BT Contact. Relationships that grow 6
Fire in Gerrard Street exchange
Twitter: simple, transparent communication….Great in a crisis!
RichieJones Now that is transparency!! RT: @BTCare: Service restoration now underway but may take some time. See pic: http://bit.ly/gw07ZE
CallMeKallam @MangaUK The exchange is in Gerrard Street, but I believe that caters for the West End. Follow @BTCare for info, they're good chaps.
65% increase in Twitter followers:
“Brace yourselves: rare praise for BT”
Copyright BT Global Services, 2014
BT Contact. Relationships that grow 7
Video culture grows.Video conferencing is 100% up on 2010 as video culture grows
Which of the following would you use video content for?
To see a product being used
46% 57%
To get instructions 43% 52%
To get more information
38% 45%
To view adverts 33% 32%
To see other consumers reviews
24% 30%
To resolve a problem 28% 25%
YouTube instead of Google to search new products
17% 24%
Use Pinit weekly 9% 20%
Copyright BT Global Services, 2014
BT Contact. Relationships that grow 8
Trend 3: Webchat is growing faster than Social Media.
88%Of advisors rated Webchat as good or very good
26%Of customers use webchat as a preferred contact channel currently
82%Of customers rated Webchat as good or very good
15%Increase in productivity compared to phone
9 in 10 consumers want support while online
68%Would like to have webchat offered whilst online
89%Want my queries answered by a personwhilst shopping online
Copyright BT Global Services, 2013
Trend 5: Smartphones change behaviours.
Copyright- BT Global Services, 2014
BT Contact. Relationships that grow 10
The App-y Worker.
Copyright BT Global Services, 2014
BT Contact. Relationships that grow 11
Trend 5: The contact centre model will change.
Customers often or sometimes struggle with employees…
58%Have got better help from other customers than employees
70%Often I know more about the problem than the employee
85%Put me on hold as they don’t know what to say
79%Employees have struggled to answer my queries
2:3Employees haven’t known what’s on their website
2:3Have a better call if advisor has same interests as me
71% If I don’t get the answer, I call another advisor
86% Happy to be transferred to someone trained to answer complicated questions
94% Want to e-mail same advisor as spoken to
Employees need help to deal with today’s consumer
Copyright BT Global Services, 2013
BT Contact. Relationships that grow 12
"I don’t foresee anything replacing customers calling for help, but their contacts will become more complex. We may also have to reach out to them more often”,
Manager, CCMA Ireland.
Primary function of contact centres in 2020.
Copyright: BT Global Services, 2014
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The Networked Expert in Action.
Voice
Webchat
VoIP
SMS / MMS
‘Call me’
Video
Social Media
Home Workers
Branch Offices
Remote Workers
Mobile Workers
Contact Centres
HQ
Copyright BT Global Services, 2014
BT Contact. Relationships that grow
Thank You!Dr Nicola J. MillardCustomer Experience FuturologistBT Global [email protected]: @DocNicolaBT Let’s Talk Blog:http://letstalk.globalservices.bt.com/en/author/nicolamillard/
Copyright BT Global Services, 2013
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