Nicola Millard | Head of Futures and Insight

Nicola Millard, Head of Futures and Insight, BT


Work 2.0 day 2 @ 14:20

Panel: Next generation communication technology for the modern workplace

  • How can visualisation tools be used to support better communication?
  • How can businesses tailor collaboration methods to suit individual communication styles?
  • What is the role of social media in communication for office 2.0?
  • Latest developments in communication technology

Work 2.0 day 2 @ 15:10

Botman vs SuperAgent: Automation and the future of customer service

  • Customer service has always been at the forefront of automation - how is machine learning going to shape the future of service delivery?
  • What are the bots good at, and what do humans still excel at? What is the optimal balance?
  • What skills do our human agents need? Are they redundant, or do they need super powers?
  • What lessons can be learned that apply across all jobs?

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