Chair's Invitational Lecture

When: 9th Oct 2017, 18:30 - 9th Oct 2017, 20:00
Where: BT Riverside Tower, 5 Lanyon Place, Belfast, BT1 3BT 
Town/City: Belfast
Organiser: BCS Belfast Branch
Further Information: Further Information

The lecture will occur after the BCS Belfast Branch AGM


The BCS has 3 key strategic pillars, Community, Excellence and Leadership. This year your local branch will be using the theme of collaboration to strengthen Our Community, by looking at how to build upon our existing partnerships and how to foster new associations.

Rachel McKane is delighted to welcome Dr Nicola Millard, Head of Customer Insight & Futures in BT to give her unique perspective on Collaboration.

The Collaboration Conundrum - Dr Millard will look at how business leaders, with the responsibility of implementing a digital transformation strategy, can harness new technology challenges and choices. She’ll bring to life, how digital transformation can be used to empower and connect people, customers, businesses and employees, to do amazing things - it is what BT calls the Digital Possible.

Hot buffet and refreshments will be provided on arrival.

About the speaker:

Dr Nicola J. MillardDr Nicola J. Millard, Head of Customer Insight & Futures, BT TSO.

Dr Nicola Millard heads up Customer Insight & Futures in BT's Global Innovation Team.  Despite working for a technology company, Nicola isn't 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 broken).

Nicola has worked for BT for 25 years. She has done a number of jobs around the BT business, including user interface design, customer service and business consulting. She was involved with a number of BT "firsts", including the first application of intelligent systems into BT's call centres and BT's initial experimentation with home working.

Nicola got her PhD from Lancaster University in 2005 on motivational technologies in contact centres, published her first book in 2009 and now spends most of her time doing research, writing blogs, articles and white papers. Nicola has appeared on both the BBC (Radio and TV) and Channel 4 in the UK, as well as TV and radio in Australia, South Africa, Turkey and Dubai. She has done a TED talk about why people accept or reject technologies and is also a judge on a number of award panels, including the Institute of Customer Service awards. In 2014, she was the recipient of the 'Outstanding Industry Contribution' award from the UK Contact Centre Forum.

When she's not doing all that, Nicola travels around the world presenting at conferences and running workshops with an assortment of BT's large global corporate clients including banks, travel companies and retailers, to name but a few.

Twitter: @DocNicola