It doesn’t happen by magic – why we are the most disruptive part of innovation. Dr Nicola J. Millard Head of Customer Insight & Futures BT
[email protected] @DocNicola 1 British Telecommunications plc 2018 The perils of predicting the future. 2 British Telecommunications plc 2017 BT’s Research and innovationBT’s research and innovation 3rd 3rd 2.8b largest investor in 4900 largest investor in spent on R&D over R&D in the fixed line patents in R&D in the UK over the last five years telecoms sector over our portfolio past ten years past ten years 4th 13k £520m 30+ highest number of scientists employed invested in R&D in direct university patents filed with the worldwide 2016 / 17 research relationships European Patent Office by a UK-based company © British Telecommunications plc 2018 Customer Challenge Cup Agile How BT Innovates… development New ideas scheme Global Collaborative Adastral Park Insight & Development partnerships thought Centres leadership Showcases Infinity Lab Applied programmes Research & Workshops Innovation Hothouses Tech Scouting Strategic University programmes Hothousing – accelerating people led innovation. Home hub delivery Virtual reality hothouse 5 © British Telecommunications plc 2018 VR & AR as recruitment, training and collaboration tools Use of 360 degree VR as a Use of AR as an engineer training VR conferencing recruitment and training tool and collaboration tool 6 © British Telecommunications plc 2018 Digital Insight in action: understanding customers customer Consumer research to understand the customer journey Belgium Singapore Belgium Singapore Australia China Spain China South Africa China UK Germany UAE Germany Spain Hong Kong USA India UK India UK UK India USA Indonesia USA Netherlands USA Singapore 1,000 2,500 1,000 5,000 5,000 consumers consumers consumers consumers consumers 2010 2011 2012 2013 2014 2015 2016 2017 The 7Digital Customer 2017, BT Global Services/Cisco/Davies Hickman Partners.