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Home About us Experts Dr Nicola Millard

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

BLOG / CLOUD COLLABORATION

Making work, work: Maintaining morale in the contact centre
It’s time to stop designing work around location and start designing it around people.

JULY 2022

BLOG / CLOUD COLLABORATION

We can’t keep meeting like this
Hybrid working is turning traditional meetings on their head. Successful meetings now involve new mindsets, equipment and changing the role of the office.

JUNE 2022

BLOG / CLOUD COLLABORATION

From agents to zedonks: the challenges of the future hybrid contact centre
How do you keep your contact centre running smoothly as a ‘centre’ when your agents aren’t all together and some are out working in the ‘wild’?

NOVEMBER 2021

BLOG / CLOUD CONTACT CENTRE

Extraordinary customer attitudes in an extraordinary year
A fresh round of our Autonomous Customer research with Cisco reveals the effects of the pandemic on customer attitudes towards contacting large organisations.

JANUARY 2021

BLOG / NETWORKING

From BC to AC ways of working
What kind of digital office will evolve from the post-pandemic primordial soup?

DECEMBER 2020

BLOG / CLOUD COLLABORATION

Embracing the post-Coronavirus smart working revolution
Homeworking has been the big growth area in the pandemic – with increases globally of between 20 and 40 percent.

JULY 2020

BLOG / NETWORKING

The balanced business comms diet
During our working day we get tugged in all directions. We feel out of control.

JUNE 2020

BLOG / CLOUD COLLABORATION

A practical guide to successful homeworking
Dr Nicola J. Millard, Principal Innovation Partner at BT spoke to BT's veteran homeworkers and compiled an extensive guide of tips for successful homeworking.

APRIL 2020

BLOG / CLOUD CONTACT CENTRE

The phone is dead; long live the phone.
“The phone is dead”. “Millennials never use the phone”. “The future is automation”.

FEBRUARY 2020

BLOG / CLOUD CONTACT CENTRE

From contact centre to strategic relationship hub
Discover why it’s still critical to invest in and innovate with your contact centre.

DECEMBER 2019

BLOG / CLOUD CONTACT CENTRE

Is voice the key interface in a post PC world?
As we wave goodbye to the mouse and keyboard, will voice-based technology step in to fill the gap?

SEPTEMBER 2018

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ARTICLE / CLOUD COLLABORATION

What do digital customers want

NOVEMBER 2017