SANTA CLARA, Calif. –December12, 2017 – Frost & Sullivan is pleased to announce that Dr. Nicola Millard, Head of Customer Insights & Futures, BT Global Services, and Michael O. “Coop” Cooper, Founder, Innovators + Influencers, will be featured speakers at the 14thAnnual Customer Contact, East: A Frost & Sullivan Executive MindXChange. The event will take place on April 8th to 11th, 2018 at the JW Marriott Marco Island Resort, Golf Club & Spa in Florida.

ThinkstockPhotos-450795367.jpgTo register for the 14th Annual Customer Contact, East: A Frost & Sullivan Executive MindXchangeor to view the event agenda, please visit

Dr. Nicola Millard will lead an interactive coaching session, Be a Corporate Influencer: Raising Your Profile and Effecting Change Enterprise-Wide. She will discuss real-life corporate challenges and offer tools participants can use to immediately raise their profile and create organizational change. She will identify what to influence and why. She will also present an easy to use tool called the Influence Matrix that allows users to hone their message for their audience.

Despite working for a technology company, Millard isn’t a technologist but instead combines psychology with futurology to try and anticipate what might be lying around the corner for both customers and organizations. Her tenure at BT Global Services has included managing user interface design and customer service. She was also intricately involved with a number of BT “firsts” including the first application of intelligent systems into BT’s call centers and BT’s initial experimentation with working from home.

Additionally, Michael  O.“Coop” Cooper will lead a session entitled Botman vs. SuperAgent: Dawn of a New Contact Centre? As the demand for digital channels grows, he will examine the possibilities for machine learning to create new customer experiences. He will cut through the hype about AI, and provide guidance as to where to begin with machine learning in the contact center. He will also address questions such as:  “Are bots going to make the contact center redundant?”, “What are the skills that our human “Super Agents” might need in the future?”

Michael O. “Coop” Cooper is an internationally recognized executive coach, advisor, facilitator and trainer who specializes in working with executive teams to develop the leadership skills, alignment and strategies to grow and thrive in a constantly changing environment. He founded Innovators + Influencers to help right-brain entrepreneurs and executives capitalize on the need for more creativity in business leadership.

This interactive event will disclose solutions that address the complex communication needs faced by today’s consumer. The event will offer customer contact industry Vice Presidents, Directors, Managers and other senior level executives the opportunity to benefit from:

  • Current case studies and best practices
  • Dynamic collaboration zones
  • Expert panel discussions
  • Peer-to-peer networking opportunities

For additional information about Customer Contact East, please email

About Frost & Sullivan

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