View from the Boardroom: Insights from BT
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CCW Europe Digital spoke with Dr Nicola Millard, Principal Innovation Partner, Enterprise CTIO at BT. Nicola was at the heart of many BT firsts, including the first application of artificial intelligence into BT's call centres, BT's initial experiments with home working, and helping to develop BT’s “net easy” score, a new way of measuring customer experience.
Named as one of the Top 20 UK CX Influencers by Customer Experience Magazine in both 2019 and 2020, and once discribed as "human caffeine" we're thrilled to bring you Nicola's expresso shot of insights in this piece.
Invest in people. Nicola's firm believe in people being at the heart of each function and organisation is clear, naming this as the #1 priority for CX leaders now. This industry-wide shift to a people-first approach has only been amplified in the past year, as the amalgamation of customer experience and employee experience to foster talent is firmly at the top of industry leaders agendas for 2021 and beyond.
Joining us at our flagship CCW Europe Event in May, Nicola delved into this topic, as she mentions in this insightful interview, the value of investing in the right technology to fuel customer service, unlocking talent and more. View Nicola's expertise by downloading your copy below.
With a wealth of knowledge and value forward-thinking insights, Nicola's drive for innovation is clearly demonstrated within this piece as we look forward to sharing these valuable insights with you.
Download your copy of Nicola's insights as she discussed these with CCW Europe Digital.
Look out for more from the View From The Boardroom Series coming soon!
We respect your privacy, by clicking "Download Your Copy" you agree to having your details passed onto the sponsor who may promote similar products and services related to your area of interest subject to their privacy policy. You have the right to object. In addition, you will receive our e-newsletter, including information on related online learning opportunities. For further information on how we process and monitor your personal data, and information about your privacy and opt-out rights, click here. Download PDF Attachment
