With global business turning the 9 to 5 to 5 to 9, collaboration tools enabling people to do true 'Martini' working and employees behaving like consumers, this session examines some of the implications on the future of the office, jobs and IT.
Nicola Millard
(Customer Experience Futurologist ) BT
Dr Nicola Millard is a customer experience futurologist with BT. 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). Scarily, Nicola has now worked for BT for 21 years. She has done a number of jobs around the BT business, including user interface design, customer service and business consulting. Nicola likes nothing better than to challenge conventional business thinking; from how call centres are managed to the ways in which people work. She 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. She also travels around the world presenting at conferences and running workshops with an assortment of organisations including government, banks, travel companies and retailers, to name but a few