Dr. Nicola Millard

Head of Customer Insights & Futures, BT Global Services

About Dr. Nicola Millard

Dr Nicola Millard heads up Customer Insight & Futures in BT's Global Services Innovation Team. Nicola combines psychology with futurology to try and anticipate what might be lying around the corner for both customers and organisations and uses her expertise to provide us with a look into the future of the workplace and attitudes to work.

Nicola recently celebrated her 26th year in BT. She has done a number of jobs around the BT business, including user interface design, customer service and business consulting. She was involved with a number of BT "firsts", including the first application of intelligent systems into BT's call centres and BT's initial experimentation with home working.

Nicola got her PhD from Lancaster University in 2005 on motivational technologies in contact centres, published her first book in 2009 and now spends most of her time doing research, writing blogs, articles and white papers.

Nicola regularly appears on radio and TV around the world, including appearances on 'Woman's Hour', 'Tech Tent', 'The Genius of Invention' and 'Back in Time for the Weekend' for the BBC. She has done a TED talk about why people accept or reject technologies and is also a judge on a number of award panels, including the Institute of Customer Service, the CCMA and the Association of Business Psychology awards. In 2014, she was the recipient of the 'Outstanding Industry Contribution' award from the UK Contact Centre Forum.

Dr. Nicola Millard - Head of Customer Insights & Futures, BT Global Services

Interesting Fact

Dr. Millard is writing a novel, enjoys going to the cinema and theatre, swimming and doing a number of martial arts.