IM Breakfast Speaker Event – February

Programme

0800 Welcome and Registration
0820 Guest Speaker - Dr Nicola Millard
0845 Further Networking
0930 Close

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B

 Innovation Martlesham, in association with IP Network, would like to invite you to another Breakfast Networking Event

with Guest Speaker

Dr. Nicola Millard, Head of Customer Insight & Futures, BT

"Autonomous Customers and Super Agents"

As today's consumers do more themselves over multiple digital channels, the complexity of issues being thrown at customer service people increase.  This talk explores the behaviours of "autonomous customers" and speculates whether a new breed of Super Agents, who can leap tall buildings, are now required in customer service and contact centres. PLACES ARE LIMITED AND ATTENDANCE IS BY REGISTRATION ONLY.  Please register by contacting Nicky Daniels. Personal Profile - Dr Nicola Millard nicola millard 150 Dr Nicola Millard heads up Customer Insight & Futures in BT’s Global Innovation Team.  Despite working for a technology company, Nicola isn't actually a technologist and combines psychology with futurology to try and anticipate what might be lying around the corner for both customers and organisations (sadly, her crystal ball is currently broken). Nicola has now worked for BT for 24 years. She has done a number of jobs around the BT business, including user interface design, customer service and business consulting. She was involved with a number of BT "firsts" including the first application of intelligent systems into BT's call centres and BT's initial experimentation with home working. Nicola got her PhD from Lancaster University in 2005, published her first book in 2009 and now spends most of her time doing research, writing blogs, articles and white papers. Last year she was named by ICMI as one of the top 10 most influential customer service Tweeters in the world. Nicola has also appeared on both the BBC (Radio and TV) and Channel 4 in the UK, as well as Sky News in Australia. She has done a TED talk about why people accept or reject technologies and is also a judge on a number of award panels, including the Institute of Customer Service awards. When she’s not doing all that, Nicola travels around the world presenting at conferences and running workshops with an assortment of organisations including banks, travel companies and retailers, to name but a few.                            

 

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