Once described as “human caffeine” on Twitter, Dr Nicola Millard injects a people-centred expresso shot to innovation and future strategy. Half social scientist, half technologist, all academic, she uses techniques from disciplines such as design thinking, psychology, anthropology, computing, behavioural economics and business consulting to generate data, provocations and stories to engage and create conversations from the board room to the front line. No frothy coffee; just solid research.
Formerly BT’s “futurologist”, Nicola Millard concentrates on the intersection between future strategy, people, and technology – including debates about home and hybrid working, the impact of innovations such as artificial intelligence and the metaverse on how we might work, the psychology behind why we adopt technologies (or not), how expectations of customer experiences are evolving, and how contact centres and front-line jobs are impacted.
Nicola brings experience to the coffee table from a long and varied career at BT Group where she has worked in areas such as innovation, research, usability, customer service, marketing, and business consulting. She was involved with some BT firsts, including the application of artificial intelligence into BT’s call centres, BT’s experiments with home working, and helping to develop BT’s “net easy” customer score.
She is an award-winning presenter, with 2 TEDx 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 Media Show’, ‘The Genius of Invention’ and ‘Back in Time for the Weekend’ for the BBC.
Nicola Millard got her PhD in Human-Computer Interaction from Lancaster University in 2005 and has authored over 50 publications – including 1 book and numerous book chapters. She is a mentor at Cambridge Judge and an external examiner at Cranfield Business School.
She is a judge on numerous award panels, including the European Contact Centre & Customer Service, Institute of Customer Service, the CCMA, the BQF UK Excellence, & the Association of Business Psychology awards. In both 2020 & 2021 she was listed as one of the top 20 UK CX Influencers by Customer Experience Magazine.
Trends shaping the future workplace.
What’s the data telling us and how do we make it work better?
Artificial intelligence, chatbots, and the impact on skills/customer experience.
Why the contact centre still matters in an age of automation.
How to use customer easy scores to improve customer experience.
How the devices that we use tether us back to the office wherever we are, and why that might be an issue.
Case studies from the mundane (ticket machines) to the bizarre (the internet of useless things).
Show More Show Less
“Wow – what a great session! I can see why you’re invited so often to deliver these speeches. The whole team commented on how much of an amazing speaker you are. I just wanted to send a note to say thank you for participating. I’m not sure about you, but I thought the thirty minutes flew by”
Customer Experience Event Director
“If one person can give you insight on why your customers do what they do, and how they want to engage with you, that's Dr. Nicola Millard, always insightful and entertaining!”
“Your passion, energy and insights are fantastic, and I need to put your name forward for more speaking slots! You have one of those wonderful brains that comes up with things I hadn’t thought of, but when you say it, it all makes perfect sense and I wonder why I’d never thought it before! A huge thanks again and a real pleasure working with you”
Digital Workplace Task Forces Manager
“Your confident and refreshing approach to innovation and identifying the priorities within the digital workplace will prove particularly beneficial to our local businesses and staff who attended”
District Council Chair
“Most consultants talk it but can't do it. You showed that you mean what you say about change and collaboration”
Business School Professor
“Great to have some science backing up what we are hearing and insight from other companies”
Contact us to get Nicola Millard's fees and availability for your next event
One of our consultants will get back to you soon