Today’s interview is with Nicola Millard, Customer Experience Futurologist at BT, where she heads up customer insight & futures with BT Technology, Service & Operations’ Global Innovation team. Some of you may remember my previous interview with Nicola last year (Customers, customer service, customer experience and crystal balls – Interview with Dr Nicola Millard of BT). Well, I decided to ask Nicola back for a chat after seeing her present at the the recent 20:20 Customer Experience Summit. So, today, Nicola joins me to talk about a new concept called Customer Easy, whether her predictions from last time are coming true, her views on the use of text messaging for inbound customer service and what she see are the big issues that forms are grappling with in the customer experience and customer service space and what is coming next.
This interview follows on from my recent interview: What drives customer loyalty – Interview with Steve Sims of Badgeville – and is number 113 in the series of interviews with authors and business leaders that are doing great things, helping businesses innovate, become more social and deliver better service.
Highlights of my interview with Nicola:
About Nicola (taken from her LinkedIn bio)
Dr Nicola Millard heads up customer insight & futures with BT Technology, Service & Operations’ Global Innovation team. 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 started when she was 6!) She has done a number of jobs around the BT business, including research, user interface design, customer service and business consulting as well as writing, presenting and directing BT’s annual school’s lectures for 5 years.
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, Sky News in Australia, has 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.