Dr Nicola Millard
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 27th year in BT (she was six when she joined!). 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.