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Keynote SpeakerNicola Millard

Caffeinating future thinking on customer and employee experiences

Once described as “human caffeine” on Twitter, Dr Nicola Millard injects a 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, and business consulting to generate data, provocations and stories to engage... Read More

Popular Talks

  • The Future of Work
  • Hybrid and Home working
  • AI and its impact
  • The evolution of the contact centre
  • Why “Easy does it”
    • More talks

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Biography

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

In her long and varied career Nicola has done many jobs, including futurology, research, usability, customer service, marketing, and business consulting. She was involved with some BT firsts, including the application of artificial intelligence into BT’s call centres, BT’s experiments with home working, and helping to develop BT’s “net easy” customer score.

Nicola got her PhD from Lancaster University in 2005 and has authored over 50 publications – including 1 book and numerous book chapters – and is a mentor at Cambridge Judge Business School.

She is an award-winning presenter, with 2 TEDx 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 Media Show’, ‘The Genius of Invention’ and ‘Back in Time for the Weekend’ for the BBC.

“Wow – what a great session! I can see why you’re invited so often to deliver these speeches. The whole team commented on how much of an amazing speaker you are. I just wanted to send a note to say thank you for participating. I’m not sure about you, but I thought the thirty minutes flew by” Customer Experience Event Director
“If one person can give you insight on why your customers do what they do, and how they want to engage with you, that's Dr. Nicola Millard, always insightful and entertaining!” Director Manufacturing
“Your passion, energy and insights are fantastic, and I need to put your name forward for more speaking slots! You have one of those wonderful brains that comes up with things I hadn’t thought of, but when you say it, it all makes perfect sense and I wonder why I’d never thought it before! A huge thanks again and a real pleasure working with you” Digital Workplace Task Forces Manager
“Your confident and refreshing approach to innovation and identifying the priorities within the digital workplace will prove particularly beneficial to our local businesses and staff who attended” District Council Chair
“Most consultants talk it but can't do it. You showed that you mean what you say about change and collaboration” Business School Professor
“Great to have some science backing up what we are hearing and insight from other companies” Tax Specialist

Popular Talks by Nicola Millard

  • The Future of Work

    Trends shaping the future workplace.

  • Hybrid and Home working

    What’s the data telling us and how do we make it work better?

  • AI and its impact

    Artificial intelligence, chatbots, and the impact on skills/customer experience.

  • The evolution of the contact centre

    Why the contact centre still matters in an age of automation.

  • Why “Easy does it”

    How to use customer easy scores to improve customer experience.

  • “Techno-stress” and the blurring of work-life boundaries

    How the devices that we use tether us back to the office wherever we are, and why that might be an issue.

  • The psychology of why people adopt technologies (or not)

    Case studies from the mundane (ticket machines) to the bizarre (the internet of useless things).