CCMA Sponsor Webinar - BT - The ‘D’s shaping the future of work: how global Disruption, Dolly, Dilbert and Droids are all reshaping the Digital Workplace
Venue: Webinar 2 p.m.
Automation was supposedly the force reshaping the future of work – turns out it wasn’t technology, but a virus which disrupted everything. This session looks at how global Disruption, Dolly, Dilbert and Droids are all changing the Digital workplace. It looks at the implications for employees, whether offices are dead, and what skills people need in an increasingly automated, remote, globalised workforce.
On this webinar Dr. Nicola Millard Principal Innovation Partner with BT will discuss:
- Why digital workplaces aren’t all about the technology.
- Are offices and contact centres dead?
- Are the Droids ever going to take over?
About the speaker - Once described as “human caffeine” on Twitter, Dr Nicola Millard 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 – mostly based at Adastral Park in Ipswich, Suffolk – 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. Her most recent areas of specialism are customer experience, and the future of work.
Nicola is an award winning presenter, with 2 TED talks and hundreds of conference panel, chair and keynote sessions under her belt. She occasionally pops up on radio and TV around the world, including appearances on 'Woman's Hour', 'Tech Tent', ‘The Genius of Invention and Back in Time for the Weekend' for the BBC.
She is a judge on a number of award panels, including the Institute of Customer Service and the Association of Business Psychology. In 2019 she was listed as one of the top 10 UK CX Influencers by Customer Experience Magazine.
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