The LeaderX Podcast with Lucy Barkas

LeaderX with Dr Nicola Millard on being digital by default in the future

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Episode notes

What will the world look like when our automatic assumption will be that we work digital first? Is this the world we are living in now?

In this episode hear from Dr Nicola Millard who has been described as “human caffeine” on Twitter, she 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. She currently looks at innovation in both employee and customer experience.

https://uk.linkedin.com/in/nmillard

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