Dr Nicola Millard is Principal Innovation Partner at BT, where she has worked for nearly 35 years. A psychologist by background, she specialises in the intersection of people, technology, and business, focusing on innovation in customer experience (CX) and employee experience (EX).
Nicola is a renowned speaker, writer, and researcher on futurology and innovation. On LinkedIn, she describes herself as a "caffeinated, ukulele-playing, waistcoat-wearing, cinephile, and chocoholic" who brings a unique blend of academic rigour and practical business experience to her work.
At DTX + UCX, Nicola will deliver a keynote and participate on a panel. The event will take place on 2nd and 3rd October at ExCel London.
The following interview has been edited for length and clarity.
Q: What will you be speaking about at DTX London?
I'll be covering two main areas at DTX + UCX this year: customer experience and the future of work. On the customer experience side, I'll share insights from our Autonomous Customer research, which we've conducted globally since 2010. It's a fascinating temperature check of what customers want from their experiences with companies across all sectors.
For the future of work, I'll discuss the ongoing evolution of hybrid working models and how technology reshapes our work environments. This is particularly relevant as we're in a transition period where traditional working methods are colliding with new, more flexible approaches.
In both areas, I'll explore the critical role of human-centred design in digital transformation. As I often say: "The most disruptive part of innovation is not the technology – it's the people." Understanding how people interact with and adopt new technologies is crucial for successful implementation.
Q: Why should people listen to your session at DTX London?
I bring a unique perspective to these topics. As a psychologist working in a technology company for over three decades, I've always been fascinated by the human side of tech adoption. My role at BT allows me to bridge the gap between cutting-edge research and practical business applications.
Attendees will gain insights from our long-running research programmes, which provide valuable trend data on customer preferences and workplace evolution.
We're at a pivotal moment regarding the adoption of AI and workplace transformation. The decisions businesses make today about technology implementation and work models will have long-lasting impacts on their success and their employees' experiences.
Q: Would you like to share any standout findings from the most recent Autonomous Customer research?
Two findings in particular stand out to me this year. First, we found that 70% of customers report that encountering a poorly designed chatbot negatively impacts their perception of the brand. This is a stark reminder of the risks associated with rushing artificial intelligence (AI) implementation without proper consideration for the user experience.
Secondly, we've identified an emerging trend we're calling "shadow customers" or "customers behind the customers". As more services move online, a growing number of people are struggling with digital interactions – and it's not just older generations. These individuals often rely on friends or family members to navigate digital services for them.
For example, I often assist my 86-year-old mother with online tasks. While she's comfortable using the phone, anything online requires my help. This trend highlights the need for companies to provide more accessible channels and to consider the needs of customers who may not be as digitally literate.
Q: We'd love to know more about your thoughts on contact centre modernisation and the digital workplace.
Contact centres are a microcosm of broader workplace trends and have been at the forefront of automation for years. We're seeing a significant shift in the nature of contact centre work. As digital channels and AI increasingly handle simple, transactional interactions, human agents are dealing with more complex and emotive issues.
This shift presents both challenges and opportunities. On one hand, it makes agents' jobs more demanding. On the other, it allows for more meaningful human interactions. The key is to use technology to support agents rather than replace them. We're looking at ways to use AI to help agents navigate complex knowledge bases and handle difficult conversations more effectively.
In the broader digital workplace, we're grappling with similar issues of human-tech interaction. The pandemic accelerated the adoption of remote work technologies, but now we're in a phase of refining our approach. The challenge is creating equitable experiences for all employees, whether in the office or working remotely.
One interesting area we're exploring is how to make hybrid meetings more effective. We're looking at technologies like volumetric video, which uses holographic technology, and immersive rooms that create 180-degree or 360-degree interactive "phygital" spaces. The goal is to recreate the human dynamics of in-person interactions in a digital space.
Q: If you could offer three takeaways from your speaking session, what would they be?
1. Human-centred design is crucial
Whether implementing AI in a contact centre or rolling out new collaboration tools, always start with the human perspective. Understand how people will interact with the technology and what problems it solves.
2. The future of work is hybrid, but it needs careful design
Our research suggests that a mix of office and remote work – typically 2-3 days each – is emerging as the preferred model for many organisations. However, making this work effectively requires thoughtful planning around technology, culture, and leadership practices.
3. AI is transforming customer experiences, but human touch remains vital
While AI and automation can handle many customer interactions, our research shows that customers still value human interaction for complex or emotive issues. The key is to create seamless handoffs between digital and human channels.
Q: What are your hopes for DTX this year? What are you hoping to learn?
I'm particularly interested in hearing about how other organisations are approaching AI implementation. Given the rapid advancements in generative AI over the past year, I'd like to see how businesses are integrating these tools into their operations and what challenges they're encountering.
I'm also keen to learn more about emerging technologies in the employee experience space. With the ongoing evolution of hybrid work, I'm interested in seeing innovative solutions for fostering collaboration and maintaining company culture in distributed teams.
I always find great value in the conversations that happen between sessions. DTX + UCX attracts diverse attendees, and I often come away with new perspectives and ideas from these informal discussions.
Nicola will be speaking at DTX + UCX London, taking place on 2nd and 3rd October at ExCel London. For more information and to register – please visit: https://dtx-london-2024.reg.buzz/