Dr Nicola Millard is a speaker. researcher, and writer looking at human-centred innovation in both customer and employee experience. Half social scientist, half technologist, all academic, she uses techniques from disciplines such as design thinking, psychology, anthropology, computing, & business consulting to generate data, provocations and stories which can engage & create conversations from the board room, to the front line.

She was involved with a number of BT firsts, including the first application of artificial intelligence into BT's call centres, BT's initial experiments with home working, & helping to develop BT’s “net easy” score, a new way of measuring customer experience.

Nicola is an award winning presenter, with 2 TEDx talks & hundreds of conference panel, chair & keynote sessions under her belt. She got her PhD from Lancaster University in 2005 & has authored over 50 publications – including 1 book and numerous book chapters.