Who's Wearing the Trousers? Serving the autonomous customer

Nicola Millard, Customer Experience Futurologist at BT explains her role as identifying trends. By looking at how developments in technology influence changes in customer behaviour, BT is able to develop strategies which address the implications of these behaviour changes. BT has seen the rise of the autonomous customer, who has sought independent advice and is very well informed prior to contact. This has introduced a level of complexity to the organisation which has lead to the requirement for networked experts within its customer service planning - part of the Cranfield Customer Management Forum Guest Speaker Series