Dr Nicola Millard
Principal Innovation Partner
Dr Nicola Millard is Principal Innovation Partner in our innovation team.
Nicola is our Principal Innovation Partner. She’s a presenter, writer and researcher on people-centred innovation in customer experience, digital workplace and the future of work within BT.
She’s had a long and varied career with us – mostly based at Adastral Park in the East of England.
Nicola has done a range of roles, including futurology, research, usability, customer service, marketing, and business consulting. She was involved with a number of BT firsts, including the first application of artificial intelligence into our call centres, our initial experiments with home working, and helping to develop our “net easy” score; a new way of measuring customer experience. She currently looks at innovation in both employee and customer experience.
Nicola is an award-winning presenter, with two TED talks and hundreds of conference panel, chair and keynote sessions under her belt. She occasionally pops up 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. In 2019, she was listed as one of the top 10 UK CX Influencers by Customer Experience Magazine.
Nicola got her PhD from Lancaster University in 2005 and has authored over 50 publications – including one book and numerous book chapters.
Blogs and articles from Dr Nicola Millard
From agents to zedonks: the challenges of the future hybrid contact centre
NOVEMBER 2021
Extraordinary customer attitudes in an extraordinary year
JANUARY 2021
From BC to AC ways of working
DECEMBER 2020
Nutzen Sie die smarte Arbeitsrevolution nach Corona
JULY 2020
Fünf Tipps für gesünderes und produktiveres Arbeiten
JUNE 2020
Ein praktischer Leitfaden für Erfolg im Homeoffice
APRIL 2020
Das Telefon ist tot – lang lebe das Telefon.
FEBRUARY 2020
Vom Contact Center zum Hub für strategische Beziehungen
DECEMBER 2019
Ist Sprache die wichtigste Schnittstelle in einer Welt „nach dem PC“?
SEPTEMBER 2018
Was die digitalen Kunden wollen
NOVEMBER 2017