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18 & 19 MARCH 2020


Meet the Keynote: Dr Nicola Millard, Head of Customer Insight & Futures at BT

BT’s Dr Nicola Millard will be a coveted guest speaker again at the Call & Contact Centre Expo, after a successful year at the 2018 edition! If you want to hear about the trends that are shaping the future of contact centres, this is your chance, as registration has now officially begun!

Dr Nicola Millard heads up Customer Insight and Futures in BT’s Innovation Team. Despite working for a technology company, Nicola isn’t a technologist and combines psychology and futurology to try and 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 and 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 is an award-winning presenter, with 2 TED talks & hundreds of conference panel, chair and keynote sessions under her belt.

When she’s not doing all that, Nicola does research, writes blogs and white papers, as well as facilitating innovation workshops with an assortment of BT’s large multinational corporate clients, including banks, airlines and retailers, to name but a few.

In her seminar entitled Chat, Tap, Talk: Trends shaping the future of the contact centre, Nicola will investigate the key trends driving consumer behaviour and how innovation can help customers “chat, tap and talk”. This session will look at why customers want an easy life, what happens when the smartphone is their window on the world, why we use the channels we use (and which channels are rising and falling in preference), what the roles of chatbots are and why data needs to be leveraged as the new currency in a “me”-conomy.

This is a seminar you simply cannot afford to miss. Mark off two red letter days in your diary because the 27th & 28th March should only be reserved for Call & Contact Centre Expo - the go-to summit to find the latest innovations within the customer engagement world.

Register for your FREE ticket now at for your chance to catch Nicola’s and our other phenomenal keynote speakers’ seminars!