Dr Nicola Millard

Customer Experience Futurologist, BT Global Services

Dr Nicola Millard is currently a customer experience futurologist in BT Global Services. Her mission in life is to make customer experiences better for both customers and the employees delivering them. Since joining BT in 1990, Nicola has worked extensively both within BT's own operational customer service organisation and also with telecoms, retail, utilities, government and finance companies to ensure that they put the 'relationship' into 'customer management'. She looks at how the human factor can become central to the development and success of a customer experience using a combination of three ‘-ologies’; psychology, technology and futurology".

Talk Title:

Clouds, Crowds and Customers - How Technology is Changing the Way We Work, Rest and Play