Chat, Tap, Talk: trends shaping the future of customer experience
Dr Nicola Millard, heads up Customer Insight & Futures, BT's Innovation Team

Based on 7 years of global research from 10 countries around the world, this session will investigate the key trends driving consumer behaviour and how innovation can help customers “chat, tap and talk”.

  • Why customers want an easy life
  • What happens when the smartphone is their window on the world
  • Why we use the channels we use (and which channels are rising and falling in preference)
  • What the role of chatbots are and why data needs to be leveraged as the new currency in a “me”-conomy.

Dr Nicola Millard has been with BT since 1990. She has done a number of jobs around the BT business, including research, user interface design, customer service & business consulting. She was involved with a number of BT “firsts”, including the first application of AI into BT’s call centres, BT’s initial experiments with home working and developing new ways to measure customer experience. 

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 & anticipate what might be lying around the corner for both customers and organisations (sadly, her crystal ball is broken). 

Nicola is also an award-winning presenter, with 2 TED talks & hundreds of conference panel, chair & 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’ & ‘Back in Time for the Weekend’ for the BBC.