The Autonomous Customer – Being Predictive, Proactive, Personalised

Nicola Millard, Head of Customer Insights & Futures, BT and Earnix Summit 2017 Keynote Speaker

How do you build a better relationship with your customer? When are personalized financial services too personal, and just creepy? Where does price fit into the equation of sales, loyalty and profitability? Watch Dr. Nicola Millard, Head of Customer Insight & Futures at BT answer these and other questions in the video below. She has been studying this for decades and has extensive research that explains how consumer behavior and expectations are different for financial institutions than for other industries. She discusses the role predictive analytics can play, and how all of this relates to new regulations like GDPR.