In the lead up to Customer Contact Week Europe, we explore how chatbot technology is prompting us to reimagine the future of the customer service agent and, with insight from the CCW Market Study and Dr. Nicola Millard, Head of Customer Insights & Futures at BT, reveal how industry leaders are preparing for the next stage of this digital journey.

Why Chatbots? Why Now?

• Increased Efficiency
• Enhanced Customer Satisfaction
• More Value-Adding Service

A Worthwhile Investment

• 60% of customer contact leaders identify live agents as an urgent investment priority

How BT is Preparing for the Future of Customer Contact

• On the 9th of October, Nicola will be the keynote speaker at Customer Contact Week Europe where she will discuss how BT is helping its large, global corporate customers to meet the demands and expectations of today’s consumers.