Dr Nicola Millard heads up customer insight & futures with BT Technology, Service & Operations’ Global Innovation team. Despite working for a technology company, Nicola isn’t actually 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 currently broken).

Nicola has now worked for BT for 22 years (she started when she was 6!) She has done a number of jobs around the BT business, including research, user interface design, customer service and business consulting as well as writing, presenting and directing BT’s annual school’s lectures for 5 years.

Nicola likes nothing better than to challenge conventional business thinking; from how call centres are managed to the ways in which people work.

She got her PhD from Lancaster University in 2005 on the psychology of motivation and technology acceptance in call centres, published her first book in 2009 and now spends most of her time doing research, writing blogs, articles and white papers. She has also appeared on the BBC (Radio and TV) and Channel 4 TV in the UK, Sky News in Australia, has done a TED talk and is a judge on a number of award panels, including the Institute of Customer Service awards.

When she’s not doing all that, Nicola travels around the world presenting at conferences and running workshops with an assortment of organisations including banks, travel companies and retailers, to name but a few.

In the little spare time she has she is writing a novel, enjoys going to the cinema and theatre and does a number of martial arts..

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