Chat, Tap, Talk: Trends Shaping the Future of Customer Experience By Nicola Millard, Head of Customer Insight & Futures at BT Global Services Innovation Team | Feb 18, 2019 | CCS, CCW | 0 comments ← Previous Post Omnichannel: Are We There Yet? Next Post → How Improv Made Me a Better Call Center Agent You may also like Customer Inspired Innovation (CII): From Insight to Impact and Sustainable Growth Precision CX: Investing for Maximum Impact One from Lili’s book, my first manager ever. Work CAN be fun.