Biography
Dr Millard is a presenter, writer & researcher on futures, psychology, and innovation in customer (CX) & employee experience (EX). Central to her work is exploring the future of work, and emerging customer behaviours.
In her long & varied career at BT, Dr Millard has done many jobs, including futurology, research, usability, customer service, marketing, & 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, & 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 for BT’s large corporate and public sector customers.
Presentation Title and Synopsis
The Autonomous Customer: being human in a digital world.
This is our regular global research providing a temperature check on what customers want from customer experiences, how their contact preferences have evolved, the impact on contact centres, and what they think about innovations such as chatbots and the metaverse.
