Should 'Net Easy' be your new customer service metric - Interview with Nicola Millard of BT

 Today’s interview is with Nicola Millard, Customer Experience Futurologist at BT, where she heads up customer insight & futures with BT Technology, Service & Operations' Global Innovation team. Some of you may remember my previous interview with Nicola last year (Customers, customer service, customer experience and crystal balls – Interview with Dr Nicola Millard of BT). Well, I decided to ask Nicola back for a chat after seeing her present at the the recent 20:20 Customer Experience Summit. So, today, Nicola joins me to talk about a new concept called Customer Easy, whether her predictions from last time are coming true, her views on the use of text messaging for inbound customer service and what she see are the big issues that forms are grappling with in the customer experience and customer service space and what is coming next. This interview follows on from my recent interview: What drives customer loyalty – Interview with Steve Sims of Badgeville – and is number 113 in the series of interviews with authors and business leaders that are doing great things, helping businesses innovate, become more social and deliver better service.