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.
This guest blog on innovation is by Dr Nicola Millard who is a customer experience futurologist with BT. Innovation is a defining feature of progress. Without people devoted to doing things better, faster, cheaper and greener we’d still be stuck …
