Dr Nicola J. Millard
Head of Customer Insight & Futures
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 recently celebrated her 28th year in BT. 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 2005 on motivational technologies in contact centres, & published her first book in 2009.
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 many appearances on the BBC.
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.