Dr. Nicola Millard Customer Experience Futurologist, British Telecommunications PLC., UK

Dr. Nicola Millard is currently a strategic futurologist in BT Global Services' CRM Practice. Her mission in life is to make customer experiences better for both customers and the employees delivering them. Since joining BT in 1990, Nicola has worked extensively both within BT's own operational customer service organization and... read morealso with telecoms, retail, utilities, government and finance companies to ensure that they put the 'relationship' into 'customer management'. She gained her PhD in 2005 from Lancaster University on motivational psychology and technology acceptance in contact centers.