Nicola Millard

Head of Customer Insight & Futures

BT Group

About Nicola

Dr Nicola Millard heads up Customer Insight & Futures in BT’s Innovation Team. Despite working for a technology company, Nicola isn’t a technologist and combines psychology with futurology to try and anticipate what might be lying around the corner for both customers and organisations (sadly, her crystal ball is broken).

Nicola is an award-winning presenter, with 2 TED talks and hundreds of conference panel, chair and keynote sessions under her belt. She was involved with a number of BT “firsts”, including the first application of AI into BT’s call centres and BT’s initial experiments with home working.