Dr Nicola J. Millard
Head of Insight & Futures, BT
Once described as "human caffeine" on Twitter, Dr Nicola Millard injects a positive, data driven, people-centred expresso shot to innovation and future strategy. No frothy coffee; just solid research. In her long and varied career at BT Nicola has done a number of jobs, including futurology, research, usability, customer service, marketing, 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 helping to develop BT's "net easy" score, a new way of measuring customer experience. Nicola is an award-winning presenter, with 2 TED talks and hundreds of conference panel, chair & keynote sessions under her belt. In 2019 she was listed as one of the top 10 UK CX Influencers by Customer Experience Magazine.