Nicola Millard

Principal Partner, Innovation BT

Once described as “human caffeine” on Twitter, Dr Nicola Millard injects a positive, people-centred expresso shot to innovation & future strategy. Half social scientist, half technologist, all academic, she uses techniques from disciplines such as design thinking, psychology, anthropology, computing, & business consulting to generate data, provocations and stories which can engage & create conversations from the board room to the front line. No frothy coffee; just solid research.

 In her long & varied career at BT – Nicola has done many jobs, including futurology, research, usability, customer service, marketing, & business consulting. She was involved with several BT firsts, including the first application of artificial intelligence into BT's call centres, BT's initial experiments with home working, & helping to develop BT’s “net easy” score, a new way of measuring customer experience. She currently looks at innovation in both employee and customer experience.