Our guest speaker, Nicola Millard – Customer Experience Futurologist at BT, looks at how traditional business models are being challenged by both customers and employees as new technologies and new ways of collaboration emerge.

1. Clouds, Crowds and Customers: Doing Business as Unusual Dr Nicola J. MillardCustomer Experience FuturologistBT Global Servicesnicola.millard@bt.com

3. Generation X

4. Generation Y

5. Millennials

6. Radio

7. Television

8. Mobile

9. Internet

10. Content

11. Monolithic

12. Networked

13. Devolved

14. Co-created Years to reach 50 million users: “Without the emergence of new generation with new attitudes and beliefs, as well as a passion for using new technologies, neither the telegraph and telephone of the 19th century, nor the broadcast media of radio and television in the 20th century, nor even this century’s Internet and mobile communication technologies would be able to make any real difference.”

15. I like to take time to make the right decisions in life 83% I let my heart rule my head when it comes to making decisions 30% Self-service is good as it puts me in control 58% I’ve got a very good attention to detail 78% I enjoy chatting for long periods of time with friends, family, colleagues 59% I never have enough time to get everything done in life 53% Customers are Changing I want organisations to make it easier for me to do business with them 83% 1 0 1 2 3 4 5 2

16. The Consumerisation of IT. At work... At home... “24% of employees use their own technologies on corporate networks”, Gartner, 2010.

17. Are Millennials Changing the Shape of Future Work?

18. Working in the Clouds. 91% of people want to work away from traditional work spaces, IBM, 2008.

20. 250,000 music tracks Seamless roaming between range of high-bandwidth wireless networks Easy, wireless synchronisation of media with other devices Flexible displays and built-in projectors overcome device size limitations Knowledge of location used to target information 7 Copyright - BT Global Services, 2010

22. However, these do not always reassure consumers or improve service levels

23. Inaccurate information

24. Different data across channels

25. Gap between predicted and actual event

26. Smart Phone users use all channels more

27. Better enterprise wide info needed

28. Websites and Apps need to be designed for smart phones, including hyperlocality & integrated links to the call centreCopyright - BT Global Services/Avaya, 2010

30. 64% say they would rather use the phone than a website FAQ to sort out problems“In this self-service era, it is critical to recognize that satisfaction with a company’s web site and voice response system are not as powerful in generating or reinforcing consumer loyalty as the core human touch points”, Strativity Group, 2009. Copyright - BT Global Services/Avaya, 2010

31. The Networked Expert. “The complexity of enquiries now is amazing – especially now in a time of financial uncertainty. With complexity comes longer calls and higher expertise. Contact centres, especially, have never been viewed for what they’re becoming” CIO, UK Retail Bank. Copyright - BT Global Services, 2010

32. Social Learning.

33. Content Creation at Light Speed – Kulu Valley. Self-publish & distribute in minutes ; change in minutes No software install - web browser only (also works on mobile devices) Web Browser Slides / collateral + video Internal / external Visual message Internal & external communications: view anywhere Record anywhere: desktop, studio, events

34. Only 25% agree Most of the online recommendations I read on the internet are not very useful 31% agree I trust the content on customer forums, it's unbiased and reliable 51% agree I trust the content on a customer forum more than an organisations' website Only 24% agree I trust the content on an organisation's website or forum, it's unbiased and reliable 83% agree I use reviews of products and services on the internet to check quality 37% agree I contribute to online forums, online reviews e.g. Trip Advisor etc Customers Bypassing Organisations. Copyright - BT Global Services/Avaya, 2010

35. Helping other consumers with problems with their products and services 20% say it would really add value Customer Collaboration - Online Forums are Popular. Copyright - BT Global Services/Avaya, 2010

37. 376 ratings from other users

38. 76.5 full days spent online reading over 155k messages and helping our customersBT Viewpoint Business Blogs You Tube UK Consumer and Technical Forums

39. Total Transparency. 16 Customers’ thirst for updates reflected in the numbers: Great response from customers: RichieJones Now that is transparency!! RT: @BTCare: Service restoration now underway but may take some time. See pic: http://bit.ly/gw07ZE CallMeKallam @MangaUK The exchange is in Gerrard Street, but I believe that caters for the West End. Follow @BTCare for info, they're good chaps. Over 15,000 views rscales@BTCare not affected by today’s problems but if I was I’d find your updates really useful, keep it up! RadioTaxisGroup @BTCare Thanks for update - we've 19 radio aerial sites + 3000 taxis radio network is out we're using mobile phones to keep going.

40. Networking experts: @BTCare & @BTBusiness. A cheaper, easier and quicker channel for talking to customers than voice - “it’s more convenient than calling and waiting in a queue… it’s fast … and it’s a more personal service”, @BTBusiness Customer. Thanks to Dr Simon Thompson. Copyright - BT Global Services, 2010

41. New Ways of Forming Communities. Hierarchies, budgets, processes, rules, controls. Anarchic, Passionate, Motivated, Fluid, Co-operating. “Collective Intelligence is the capacity of human collectives to engage in intellectual cooperation in order to create, innovate, and invent.”Levy, Surowiecki &Tovey.

42. Thank You Dr Nicola J. MillardCustomer Experience FuturologistBT Global Servicesnicola.millard@bt.com Twitter: @DocNicola Blog on BT Viewpoint: http://www.blog.bt.com/viewpoint