Dr Nicola Millard has done a number of jobs during her long and varied career with BT, 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 and BT’s initial experiments with homeworking. She currently leads on customer experience, and the digital workplace for BT’s innovation team. She is an award-winning presenter, with 2 TED talks and hundreds of conference appearances under her belt. In both 2019 and 2020 she was listed as one of the top 20 UK CX Influencers by Customer Experience Magazine.