Head of Customer Insight and Futures BT Global Services Innovation Team
Dr Nicola Millard heads up Customer Insight & Futures in BT's
Innovation Team. Despite working for a technology company, Nicola isn't a
technologist and combines psychology with futurology to try & anticipate
what might be lying around the corner for both customers and organisations
(sadly, her crystal ball is broken).
Nicola has been with BT for over 25 years. She has done a number
of jobs around the BT business, including research, user interface design,
customer service & business consulting. She was involved with a number of
BT "firsts", including the first application of AI into BT's call
centres, BT's initial experiments with home working and developing new ways to
measure customer experience.
Nicola got her PhD from Lancaster University in the UK in 2005 on
motivational technologies in contact centres, & published her first book in
Nicola is an award-winning presenter, with 2 TED talks & hundreds
of conference panel, chair & keynote sessions under her belt. She regularly
pops up on radio and TV around the world, including appearances on 'Woman's
Hour', 'Tech Tent', 'The Genius of Invention' & 'Back in Time for the
Weekend' for the BBC.
She is also a judge on a number of award panels, including the
Institute of Customer Service, the CCMA & the Association of Business
Psychology awards. In 2014, she was the recipient of the 'Outstanding Industry
Contribution' award from the UK Contact Centre Forum.
When she's not doing all that, Nicola does research, writes blogs
& white papers, as well as facilitating innovation workshops with an
assortment of BT's large multinational corporate clients, including banks,
travel companies & retailers, to name but a few.
Check out the incredible speaker line-up to see who will be joining Dr. Nicola J..
*Processing your payment may take a moment. Please click submit payment only once, and do not refresh this page. Doing so may result in your credit card being charged more than once.