BT to discuss the challenges of convergence and multi channel integration

"Consumers are 'fragmenting' their use of channel, occasion and device to access products and services," said Stephen O'Neill. "The popularization of the internet and the activities associated with digital media space has created convergence where networks, resources and device capabilities synergize to create new efficiencies, "It is important to understand the risks and costs involved with the latest trends and how they will affect business operations and the approach to customer management."

BT will share their current research and analysis on the emerging trends of convergence and the evolving world of Web 2.0, which will include overcoming the associated risks and complexities as well as the potential for greater operational efficiency.

"There are risks associated with transition, single points of failure and vulnerability," continued Stephen. "Since it impacts business models, value propositions and usage patterns, it is imperative to implement pro-active risk management and governance, and use risk resilience as an element of operational efficiency."

Stephen leads BT's Customer Management consultancy group. The group is in charge of the development and creation of complex Customer Management and Contact Centre solutions for BT's major corporate clients.