Session Titles

Dr Nicola Millard’s 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 with clients both within BT and in sectors such as telecoms, utilities, government and finance 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.
She is responsible for leading innovation and thought leadership on Customer Experience in BT Global Services (marrying three ‘ologies’; psychology, technology and futurology). She gained her PhD in 2005 from Lancaster University looking at contact centre advisor motivation and technology acceptance. She has published extensively and is also a popular speaker on the international conference circuit. Nicola combines a pragmatic operational view of serving the customer with extensive research that challenges the way that organisations typically design and deliver customer experiences.