Since joining BT in 1990, Nicola has worked extensively with clients both within BT and in sectors such as telecoms, utilities, government and finance to ensure that they put the ‘relationship’ into ‘customer management’. She looks at how the human factor can become central to the development and success of a customer experience. She is responsible for leading innovation and thought leadership on Customer Experience in BT Global Services. She has recently published her first book and is also a popular speaker on the international conference circuit. 
