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.