Turning customer feedback into action
Running a customer obsessed organisation: driving change and delivering ROI
Dr Nicola Millard heads up Customer Insight & Futures in BT Global Services’ Innovation Team. Despite working for a technology company, Nicola isn't 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 broken).
Nicola has worked for BT for 26 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. She has done a TED talk and also regularly appears on both radio and TV on programmes like 'Tech Tent' and 'Back in Time for the Weekend'. She is also a judge for a number of awards, including the Institute of Customer Service and the Association of Business Psychology.
When she's not doing all that, Nicola travels around the world keynoting at conferences and running workshops with an assortment of BT's large global corporate clients including banks, travel companies and retailers, to name but a few.
Born in Cyprus to British Forces parents, I spent 6 of my first 11 years living in different countries. Leaving school at 18 I sort of fell into insurance for what was then Sun Alliance.
Aged 21 I joined a new insurance start up (Royal Bank of Scotland Group Insurance Company Limited) which subsequently became Direct Line. Over the years I progressed to Assistant Motor Underwriting Manager, sitting on the ABI Group Rating Panel, and then took a 6-month secondment in 97 based in Edinburgh with Tesco Personal Finance, to help launch their Motor product. That lasted 4 years.
I returned to Direct Line as the Online Sales Manager for Car Insurance and as online sales increased, I picked responsibility for online customer journey across all Direct Line products.
In 2008 I joined Allianz as part of a new team to help develop and deliver new Car & Home insurance products for their Direct business; these launched in 2010 & 2011 respectively.
Not long after I was looking for a new challenge and so joined 1st CENTRAL in 2012 as Head of Customer Experience. And it’s been a rollercoaster of a ride ever since.
As Chief Revenue Officer, Phil is responsible for driving the growth of Rant & Rave both at home and abroad, working closely with current customers to develop their businesses and welcoming new brands to the Raveolution. With more than 15 years’ experience in the tech industry across platforms such as e-commerce, web analytics, social marketing and retail, Phil’s extensive experience has helped to transform many start-up tech businesses into high-profile brands.
Lindley Gooden is a journalist and filmmaker who has worked at the very top levels of British broadcasting and news since the early 1990s.
He has worked in national radio and television as:
- A Senior BBC Journalist
- A presenter on channels as diverse as BBC One, Radio 1, BBC Three and Five and a range of other national and regional radio stations.
- The Consumer Affairs Correspondent on Sky News and Five
Prior to his years in the national media, he was known as the most successful Head of News in local commercial radio – launching new services and dramatically raising audience share and reach, using tools that have since been adopted by radio groups across the UK.
Lindley now works with companies, charities, government and other organisations creating and delivering their own media needs.