Dr Nicola J. Millard
Head of Insight & Futures
The Autonomous Customer 2020: trends shaping your future customer experience
It's the 10th anniversary of BT's Autonomous Customer research and this year we've surveyed 6000 customers across 12 countries about their expectations from customer experience, their channel choices and what role the contact centre plays in this. This presentation will unpick some of the trends, surprises and themes of 2020, as well as reflecting on what we got right (and wrong) in the 10 years since we started this research.