Theme:
Transitioning to a New Customer and Organizational Dynamic

Speaker:
Nicola Millard
Principal Innovation Partner, Enterprise CTIO
BT

Abstract:
It’s the 10th anniversary of BT’s global research on customer attitudes around the world. The 2020 edition shows how channel preferences are shifting, what customers are looking for in customer experiences, and whether they think technologies like AI might help, or hinder.

Key Take-Aways:

• Insight on customer expectations of digital customer experiences and the contact center
• A reality check on the channel mix and technologies that customers are looking for
• Examples of the impact that COVID 19 is having on these trends

Note: The 30-minute presentation will be followed by a 15-minute, interactive, virtual roundtable discussion, exclusively for Customer Engagement Leadership Council members and associate members.