FEATURE5 July 2016
Looking to the future
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Dr Nicola Millard has forged her career at BT by combining psychology and technology, and now she is interested in how tech will change the workplace in the very near future. By Jane Bainbridge
Dr Nicola Millard heads customer insight and futures for BT’s technology, service and operations global innovation team. She has been with BT for 25 years, in roles ranging from user interface design, customer service and business consulting. Millard worked on BT’s first application of intelligent systems in its call centres, and its initial experimentation with home working.
IMPACT: Which came first, an interest in technology or an interest in behaviour?
Nicola Millard: An interest in technology – I had a ZX81 at computer club at school; I coded and made up games. I liked making up stories and writing, and did the same with games – but I was also fascinated by people. I hate being boxed as a scientist or an artist, and I became aware that I could work with both together. It’s intriguing when you bring more creative and social stuff together with technology.
IMPACT: How did your career path progress within BT?
NM: I joined BT ...