Her previous role in BT was to lead a strategic research project looking at BT's future customer experience. She was also responsible for managing a diverse and talented team of social scientists called SPICE (Strategy, Psychology and Interactions for the Customer Experience).

Nicola has worked extensively with clients both within BT as well as companies such as Abbey, First Direct, Nationwide, MOD, DWP, ONS, ACPO, Devon and Cornwall Constabulary, The New Millennium Experience Company, Tote Bookmakers, Marks & Spencer, Scottish Water, O2 & Vodafone.

Since 1990, Nicola has been involved with the development and implementation of the human side of contact centre systems and strategy within BT (including evaluating the first expert systems trial) as well as in BT’s US & European Joint Ventures. Whilst in Research she was also involved in studies on cultural issues in organisations, especially with respect to teleworking and remote learning. She also completed a study on global customer experience best practice whist managing a programme of research on Customer Contact Futures and has published a number of papers and reports on these experiences.

A member of the Professional Speakers Association, Nicola is much in demand as a “customer experience evangelist” at conferences across the world. She also published her first book, Designing Motivational User Interfaces, in 2009.

• Millard, N. (2009), Designing Motivational User Interfaces, VDM Verlag.
• Millard, N. and Hole, L. (2008), In the Moodie: Using 'Affective Widgets' to Help Contact Center Advisors Fight Stress, in Peter, C. and Beale, R. (Eds), Affect and Emotion in Human-Computer Interaction, Springer, 186-194.
• Alcock, T. and Millard, N. (2007), Self Service: But Is It Good To Talk?, BT Technology Journal 25th Anniversary Edition, Volume 25, No. 3 & 4, July-October, 313-320.
• Millard, N. and Britton, R. (2007), Calling Time: An Effective and Affective Evaluation of Two Versions of the MIT Beer Game, BCS HCI 2007, Lancaster, September.
• Kerkow, D., Kohler, K., Hole,L., Millard, N. and Hassenzahl, M. (2007), Design Principles for Software that Engages its Users, INTERACT 2007, Rio DeJaneiro, September.
• Hole, L. and Millard, N.J. (2006), Affective Widgets: supporting the daily work experiences of contact centre advisors, NordiCHI'06 Workshop: User Experience: Towards a Unified View, 14th October, Oslo, Norway.
• Millard, N.J. and Hole, L. (2006), In the Moodie: Using ‘Affective Widgets’ to Help Contact Centre Advisors Fight Stress, Workshop on Emotion and HCI, HCI 2006, 12th September, Queen Mary University of London.
• Minocha, S., Petre, M., Tzanidou, E., vanDijk, G., Millard, N., Roberts, D., Gassman, N., Day, B. and Travis, D. (2006), Evaluating E Commerce Environments: Approaches to Cross-disciplinary Investigation, Proceedings of CHI 2006, Montreal, Canada, April.
• Millard, N. (2006), Learning From The 'Wow' Factor - How to Engage Customers Through The Design of Effective Affective Customer Experiences, BT Technology Journal, Volume 24, No. 1, January, 11-16.
• Alcock, T. and Millard, N. (2006), Self Service: But Is It Good To Talk?, BT Technology Journal, Volume 24, No. 1, January, 70-78.
• Millard, N.J. (2005), Knowledge Weaving: Supporting Effective and Affective Interactions in the Call Centre, Workshop on Motivation and Affect in Educational Software, 12th International Conference on Artificial Intelligence in Education, Amsterdam, The Netherlands.
• Millard, N. (2005), Digital Tears: Towards Machines with Emotion, Proceedings of the British Computer Society Group for Software Practice Advancement Conference 2005 (SPA 2005), Bedford, UK.
• Minocha, S., Dawson, L., Blandford, A. and Millard, N. (2005), Providing Value to Customers in E-Commerce Environments: The Customer’s Perspective, Contemporary Research in E-Marketing, IDEA Group, PA, USA.
• Millard, N.J., Buckley, P.K., Skinner, F. and Venousiou, R. (2004), A Home Page is Where the Heart Is: Balancing Pleasure and Efficiency in Knowledge Management Interfaces for Contact Centres, Proceedings of HCI 2004: Design for Life, Leeds, UK.
• Millard, N.J., Buckley, P.K., Skinner, F. and Venousiou, R. (2004), A Home Page Is Where the Heart Is: Using Games Based Design Techniques to Enhance Contact Centre Interfaces, Proceedings of the ACM International Conference on Entertainment Computing (ICEC 2004), 393-397.
• Millard, N.J. (2004), A Million Segments of One: How Personal Should CRM get?, in Ralph, D. and Searby, S. (eds), Location and Personalisation: Delivering Online and Mobility Services, IEE.
• Millard, N.J. (2004), Inventing the 'New Age' Call Centre, Customer First Magazine, February, 4:5.
• Minocha, S., Dawson, L., Millard, N. and Roberts, D. (2004), A Model of Customer’s Behaviour with (B2C) E-commerce, Proceedings of HCI 2004: Design for Life, Leeds, UK.
• Minocha, S., Millard, N., Dawson, L. and Skinner, F. (2004), Personas: Complementing a User Centred Design Approach to Developing E-Commerce Environments, Proceedings of HCI 2004: Design for Life, Leeds, UK: British Computer Society.
• Millard, N.J. (2003), A Million Segments of One: How Personal Should CRM Get?, BT Technology Journal, 21:1, January.
• Minocha, S., Millard, N. and Dawson, L. (2003), Integrating Customer Relationship Strategies in (B2C) E-Commerce Environments, Proceedings of INTERACT 2003: Bringing the Bits Together, Zurich, Switzerland.
• Steiger, P., Lindgaard, G., Felix, D. and Millard, N. (2003), The Business Case of HCI, Proceedings of INTERACT 2003: Bringing the Bits Together, Zurich, Switzerland.
• Lindgaard, G. and Millard, N.J. (2002), The Business Value of HCI: How Can We Do It Better, Proceedings of CHI 2002, Minneapolis: ACM Press, 928 - 929.
• Millard, N.J. (2001), Creating the Customer Experience: Holistic Interaction from Website to Call Center and Beyond, Proceedings of HCI International 2001, New Orleans, August.
• Millard, N.J. (2001), The Future of Customer Relationship Management, The Journal of the Institution of British Telecommunications Engineers, 2:2, April-June.
• Millard, N., Coe, T., Gardner, M., Gower, A., Hole, L. and Crowle, S. (2000), The Future of Customer Contact, BT Technology Journal Millennium Edition, January, 18:1, 51-52.
• Maxwell, C. and Millard, N. (1999), Integrating Ethnographic Field Observation into Requirements Engineering, An Industrial Approach to Work Analysis and Software Design Conference, Lancaster University, April, http://www.comp.lancs.ac.uk/computing/research/cseg/projects/coherence/workshop/
• Millard, N., Hole, L. and Crowle, S. (1999), Smiling Through: Motivation At The User Interface, Proceedings of the 8th International Conference on Human-Computer Interaction (HCI International '99), Munich, Germany, 1, 824-828.
• Millard, N., Lynch, P. and Tracey, K. (1998), Child's Play: Using Techniques Developed to Elicit Requirements from Children with Adults, Proceedings of the 3rd International Conference on Requirements Engineering (ICRE'98): Putting Requirements Engineering to Practice, Colorado Springs, USA, 66-73.
• Hole, L, Crowle, S and Millard, N (1998) The Motivational User Interface, in May, J., Siddiqi, J. and Wilkinson, J. (eds), HCI'98 Conference Companion, British Computer Society.
• Millard, N., Hole, L. and Crowle, S. (1997), From Command to Control: Interface Design for Customer Handling Systems, in Howard, S. et al (eds), Proceedings of the IFIP TC13 International Conference on Human-Computer Interaction, Sydney, Australia: Chapman & Hall/ IFIP, 294 - 300.
• Millard, N.J. (1995), Requirements Elicitation in the Global Marketplace, BT Technology Journal.