Dr Nicola Millard
Customer Experience Futurologist, BT
Dr Nicola Millard
Customer Experience Futurologist, BT
“Omni-channel” is about the buzziest of buzzwords at the moment. As customers we are waltzing between digital and physical worlds as we attempt to get a bargain, get inspiration, de-risk our dec...
Customer loyalty seems to be dead – the amount of choice and transparency we have about products and prices and channels means that loyalty may well be a thing of the past. According to BT’s ‘...