Dr Nicola Millard | UK

Dr Nicola Millard | UK

Title: Customer Insights & Futurology

Company: BT

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The Customer Experience Business:
Exploring the B2B CX challenge.


B2B companies are often at the bottom of the customer experience class compared to their B2C counterparts. 


It is clear that B2B customers are bringing a lot of B2C expectations through the office doors – and they are frequently left disappointed. But the road to a frictionless, easy, integrated B2B customer journey is full of pot holes – as complex supply chains, fractured systems and internal bureaucracies make a B2C style customer experience difficult to achieve. This talk explores research on what B2B customers want from customer experiences and what is different (and the same) between B2B and B2C.

About the speaker

Once described as “human caffeine” on Twitter, Dr Nicola Millard injects a positive, 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, theatre and business consulting to generate data, provocations and stories which can engage and create conversations from the board room, to the front line. No frothy coffee; just solid research.

In her long and varied career at BT – mostly based at Adastral Park in Ipswich, Suffolk – Nicola has done a number of jobs, 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 BT's call centres, BT's initial experiments with home working, and helping to develop BT’s “net easy” score, a new way of measuring customer experience. Her most recent areas of specialism are consumer trends/customer experience and the digital workplace/future of work.

Nicola got her PhD from Lancaster University in 2005 on motivational technologies in contact centres, and published her first book in 2009.

Nicola is an award winning presenter, with 2 TED talks & hundreds of conference panel, chair and keynote sessions under her belt. She regularly 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.

She is a judge on a number of award panels, including the Institute of Customer Service, the CCMA and the Association of Business Psychology. In 2014, she was the recipient of the 'Outstanding Industry Contribution' award from the UK Contact Centre Forum.


Nicola will be speaking at: