Head of Customer Insight & Futures, BT Global Services
Dr Nicola Millard heads up Customer Insight & Futures in BT’s Innovation Team. Despite working for a technology company, Nicola isn’t a technologist and combines psychology with futurology to try & anticipate what might be lying around the corner for both customers and organisations (sadly, her crystal ball is broken).
Nicola has been with BT for over 25 years. She has done a number of jobs around the BT business, including research, user interface design, customer service & 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 & keynote sessions under her belt. She regularly pops up on radio and TV around the world, including appearances on ‘Woman’s Hour’, ‘Tech Tent’, ‘The Genius of Invention’ & ‘Back in Time for the Weekend’ for the BBC.
When she’s not doing all that, Nicola does research, writes blogs & white papers, as well as facilitating innovation workshops with an assortment of BT’s large multinational corporate clients, including banks, travel companies & retailers, to name but a few.
It Doesn’t Happen by Magic: Why WE are the Most Disruptive Part of Innovation
Technologies are not disruptive by themselves – the real disruption and innovation comes when we adopt technologies and adapt the ways that we work and consume. This session will cover the behavioural aspects of technology acceptance and innovation. It will explore the implications of these people-centred trends on practical innovations for both the future customer and the future workplace.