1. BT Contact. Relationships that grow The future of contact & collaboration. Dr Nicola J. Millard Head of Customer Insight & Futures BT nicola.millard@bt.com @DocNicola Copyright BT Global Services, 2014

3. BT Contact. Relationships that grow 3 The approach and expertise to enable innovation We innovate for a purpose, to improve lives and organisations through better connections… Copyright BT Global Services, 2014

4. BT Contact. Relationships that grow 4 The Omnichannel Consumer. Copyright BT Global Services, 2014 say they constantly change the way they deal with organisations say organisations make it easy to switch between different channels 1:2 17%

5. BT Contact. Relationships that grow 5 Phone is a primary problem solving channel. Customer demand is becoming more complex… 54% Phoned call centre last month (56% 2010) 2:3 Try to find a head office number to bypass the call centre 3:4 Ask to speak to a senior manager 49% Calls are more complex 59% Prefer phone to web FAQs (58% 2010) 3:4 I ask for the Advisors name to report them But contact centres are changing to deal with increasingly complex problems. Copyright BT Global Services, 2014

6. BT Contact. Relationships that grow 6 Webchat – A Candidate for Growth. 88% Of advisors rated Webchat as good or very good 26% Of customers use webchat as a preferred contact channel currently 82% Of customers rated Webchat as good or very good 15% Increase in productivity compared to phone 9 in 10 consumers want support while online 68% Would like to have webchat offered whilst online 89% Want my queries answered by a person whilst shopping online Copyright BT Global Services, 2014

7. BT Contact. Relationships that grow 7 Video Culture Grows. Video conferencing is 100% up on 2010 as video culture grows Which of the following would you use video content for? To see a product being used 46%57% To get instructions43%52% To get more information 38%45% To view adverts33%32% To see other consumers reviews 24%30% To resolve a problem28%25% YouTube instead of Google to search new products 17%24% Use Pinit weekly9%20% Copyright BT Global Services, 2014

8. BT Contact. Relationships that grow 8 Social Media Usage Increases. Growth in social media to interact with organisations: 39% of smartphone users do it while on the move 39% used their smartphone to comment on Facebook or Twitter about customer service just received 23% trust content on organisations websites 19% Find it easier to contact organisations via Social Media only Copyright BT Global Services, 2014

9. BT Contact. Relationships that grow 9 A funny thing happened on the way to the forum… Copyright BT Global Services, 2014

10. BT Contact. Relationships that grow 10 The ‘Nudge’ Effect: Communities & Behaviour Change. Exploits the power of: COLLABORATION and identity - Social Influence and Social Comparison theories. CONTENT – tailored and specific ‘your own quit smoking plan’. TRUST – involvement of ‘expert counsellors’. CURIOSITY – fun and engagement through stories and games. Copyright BT Global Services, 2014

11. BT Contact. Relationships that grow 11 Networking experts: @BTCare & @BTBusiness. Thanks to Dr Simon Thompson. Copyright BT Global Services, 2014

12. SoLoMo – The Super Phone. Copyright BT Global Services, 2014

13. Apps Everywhere: Location-based services. Location-based social networking GPS tracking e.g. patient location Local services e.g. “CallACab” GeoTagging & Mashups Copyright BT Global Services, 2014

14. Apps Everywhere: Augmented Reality. Alternative interfaces – Medical MirrorAugmenting locations Picture based search Wearable interfaces Copyright BT Global Services, 2014

15. WYOD…“Wear” Your Own Device! 2014 Professor Steve Mann, Cyborg. 2014Professor Steve Mann, Cyborg Copyright BT Global Services, 2014

16. What trends are we facing? Connected communities Copyright BT Global Services, 2014

17. BT Contact. Relationships that grow 17 Building a relationship hub? Voice Webchat VoIP SMS / MMS E-mail ‘Call me’ Video Social Media Home Workers Branch Offices Remote Workers Mobile Workers Contact Centres HQ Copyright: BT Global Services, 2014

18. The App-y Employee: the BT Openreach iPhone.

19. Collaboration in the Office: working in the Cloud Home worker “Coffice” worker Activity/sensory based working Virtualised working Copyright BT Global Services, 2014

20. Connecting the inner Neanderthal Poor Rich Copyright BT Global Services, 2014

21. BT Contact. Relationships that grow Thank You! Dr Nicola J. Millard Head of Customer Insight & Futures BT nicola.millard@bt.com Twitter: @DocNicola BT Let’s Talk Blog: http://letstalk.globalservices.bt.com/en/ author/nicolamillard/ Copyright BT Global Services, 2014