Today’s interview is with Dr Nicola Millard, a customer experience futurologist with BT, who does have a crystal ball but says it doesn’t work! However, she spared me some time to shares with us insights around the work that she does, the research that BT is doing and helps us look just over the horizon, or round the corner, in terms of what’s coming up in the ever changing world of the customer, customer service and customer experience.
This interview follows on the back of last week’s interview: Customer engagement, social CRM and cool tools for professional services firms – Interview with Mark Bower and is number fifty-nine in the series of interviews with authors and business leaders that are doing great things and helping businesses innovate, become more social and deliver better service.
Here’s the highlights from the interview I did with Nicola:
About Nicola (taken from her LinkedIn bio)
Dr Nicola Millard is a customer experience futurologist with BT. Despite working for a technology company, Nicola isn’t actually 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 currently broken).
Nicola has now worked for BT for 22 years. She has done a number of jobs around the BT business, including research, user interface design, customer service and business consulting.
Nicola likes nothing better than to challenge conventional business thinking; from how call centres are managed to the ways in which people work.
She got her PhD from Lancaster University in 2005 on the psychology of motivation and technology acceptance in call centres, published her first book in 2009 and now spends most of her time doing research, writing blogs, articles and white papers. She has also appeared on the BBC (Radio and TV) and Channel 4 TV in the UK, has recently done a TED talk and is a judge on a number of award panels, including the Institute of Customer Service awards.
When she’s not doing all that, Nicola travels around the world presenting at conferences and running workshops with an assortment of organisations including banks, travel companies and retailers, to name but a few.
In the little spare time she has she is writing a novel, enjoys going to the cinema and theatre and does a number of martial arts.