BT's Nicola Millard on social media, trendwatching and customer service

Her high-energy presentation lifts the veil on some of the work afoot at the technology giant surrounding social media and the Networking Experts project.

Millard was brought into the firm in a bid to “shake up” the firm’s “traditional” approach to customer relationship management.

She speaks with limitless passion about the projects close to her heart and this video, clocking in at nearly half an hour, is well a worth a look for those of you who want a glimpse of the future.