Dr Nicola Millard

Nicola is an award-winning presenter with 2 TED talks, hundreds of conference panels, keynote sessions and appearances on radio and TV around the world.

Nicola got her PhD from Lancaster University in 2005 on motivational technologies in contact centres and published her first book in 2009. She has been involved with a number of BT "firsts", including the first application of AI into BT's call centres and developing new ways to measure customer experience.