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18 & 19 MARCH 2020


Trends Shaping the Future of the Contact Centre

Understanding consumer behaviour is undoubtedly one of the most vital aspects of providing a seamless contact centre experience; the rapid rise of AI, Machine Learning and the IoT are testament to this.

Here at the Call & Contact Centre Expo, we are delighted to have BT’s very own Dr Nicola Millard joining us to present a Keynote seminar at the 2019 event, to address consumer behaviour through her presentation ‘Chat, Tap,Talk: Trends Shaping the Future of the Contact Centre’.

Based on 7 years of global research from 10 countries around the world, Nicola’s session will investigate the key trends driving consumer behaviour and how innovation can help customers “chat, tap and talk”.  She will look at why customers want an easy life, what happens when the smartphone is their window to the world, why we use the channels we use (and which channels are rising and falling in preference), what the role of chatbots are and why data needs to be leveraged as the new currency in a “me-conomy”.

About Nicola

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 with 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.

Stay tuned to find out the time and date of Nicola’s Keynote, grab your free ticket while you’re here and be sure to get there early as this is going to be a busy one!