CCMA - BT - Sponsor Webinar - The Autonomous Customer 2021: Cloudy with a chance of AI - Dr. Nicola Millard
Date: 24/03/2021
Venue: Webinar 2 p.m.
It’s been an extraordinary year. Who could have predicted that in 2020 half the world’s population would be having business meetings in their slippers or ordering everything from biryanis to BBQs to their front door? There’s been a huge change in consumer behaviour and expectations. That’s why we brought forward our regular Autonomous Customer research to capture the spirit of these times. Our upcoming webinar ‘The Autonomous Customer 2021: Cloudy with a chance of AI’ reveals that for contact centres, years of change happened in just weeks.
Join Dr Nicola Millard as she talks through our latest findings including, for the first time ever, the experiences of contact centre agents. Find out how consumers and agents have coped during the pandemic and what this means for the future of the contact centre.
About the Speaker
Once described as “human caffeine” on Twitter, Dr Nicola Millard injects a positive, people-centred expresso shot to innovation and future strategy. Half social scientist, half technologist, all academic, she uses techniques from disciplines such as design thinking, psychology, anthropology, computing, and business consulting to generate data, provocations and stories which can engage and create conversations from the board room, to the front line. No frothy coffee; just solid research.
In her long and varied career at BT Nicola has done a number of jobs, including futurology, research, usability, customer service, marketing, and business consulting. 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, and helping to develop BT’s “net easy” score, a new way of measuring customer experience. Her most recent areas of specialism are customer experience, and the future of work.
Nicola is an award winning presenter, with 2 TED talks and hundreds of conference panel, chair and keynote sessions under her belt. She occasionally pops up on radio and TV around the world, including appearances on 'Woman's Hour', 'Tech Tent', ‘The Genius of Invention and Back in Time for the Weekend' for the BBC.
She is a judge on a number of award panels, including the Institute of Customer Service and the Association of Business Psychology. In 2019 she was listed as one of the top 10 UK CX Influencers by Customer Experience Magazine.
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