Presentation by Nicola Millard of BT at COMIT 2016: Digitally Building Britain, September 2016 More information: http://www.comit.org.uk/liveblog

1. The 6 ‘D’s shaping the future of work.
Dr Nicola J. Millard
Head of Customer Insight & Futures
BT Global Services Innovation Team
nicola.millard@bt.com
@DocNicola

2. 2
Discovery
• Global Scouting
• Research & Venturing
• Strategic University Programme
• New Ideas
• Shared Learning & Best Practice
• Customer and Partner network
Articulation
• Innovation Showcases
• Hothouse Centres
• Concept demonstrators
• Working prototypes
• User trials
• Thought Leadership
Papers/Blogs
Validation
• Innovation Central
• Proposition Development
• Draft Business Cases
• Business Approvals
• Customer Experience Journey
R&D
investment of
£470m -15/16
Portfolio of
4700
patents
13,000
Technologists
worldwide
4 global research centres (UK,
China, UAE and US ) & multiple
academic partnerships
Partner ecosystem –
customers, industry,
universities, government
Innovation Within Each Stage of the Value Chain
Business
Drivers
Customer
Needs
Discovery Articulation Validation
Launch &
Implement
Operations Customers
The BT Innovation Process & Eco-System.
©British Telecommunications plc

3. 3
26/09/2016 3
The 6 ‘D’s’ shaping the future of work
Dr. No
Dolly
Distance
Dilbert
Diversity
Droids
©British Telecommunications plc

4. The Rise of Diversity:
5 generations at work by 2020
2010 2020 2030
Traditionalists Boomers Gen X Gen Y Gen Z
40%
30%
20%
10%
0%
26/09/2016 4
©British Telecommunications plc

5. 5
Work is no longer linear.
Traditional work patterns.
New work patterns.
Source: Gratton & Scott (2016), The 100 Year Life, Bloomsbury.
5
©British Telecommunications plc

6. Diversity vs. Fragmentation: and why Dr No is dead!
* Gratton, L. & Erickson, T.J. (2007), 8 Ways to Build Collaborative Teams, Harvard Business Review, November, 101-109.
“Although teams that are large, virtual, diverse, and composed of highly educated specialists are increasingly
crucial with challenging projects, those same four characteristics make it hard for teams to get anything done.
To put it another way, the qualities required for success are the same qualities that undermine success”,
Gratton & Erickson*.
Source: Digital Dislocation (2016), Davies/Hickman, BT/Cisco white paper.

7. 7
Contemplate ConcentrateCommunicate Collaborate
The death of Dilbert: one size doesn’t fit all.
7
©British Telecommunications plc

8. 8
Source: Digital Dislocation (2016), Davies Hickman, BT/Cisco white paper.
8
©British Telecommunications plc

9. Dilbert:
Socialising in the Office, working in the Cloud
Home worker
Co-working hub/ “Coffice” worker
Activity based working Virtualised working
9
©British Telecommunications plc

10. 10
Thanks to Sandy Pentland, MIT
Digital connections
Physical spaces: friends meet at a few
meaningful places, strangers pass
randomly
Collaboration: Trader performance vs. idea flow
Understand Collaboration: social physics.
10
©British Telecommunications plc

11. The Death of Distance:
Connecting the inner Neanderthal
Poor Rich
11
©British Telecommunications plc

12. 12
Source: Digital Dislocation (2016), Davies Hickman, BT/Cisco white paper.
12
©British Telecommunications plc

13. 13
Source: Digital Dislocation (2016), Davies Hickman, BT/Cisco white paper.
13
©British Telecommunications plc

14. The Death of Dolly: Techno stress...
I worked for a guy who would use out of hours
emails and phone calls as a control and bullying
tactic. He would want to prove that you were always
available… it’s one of the reasons I loathe
Blackberries” Male, UK.
“36.4% of UK users in the Cambridge
study found technology at least
sometimes disrupted family life, with
10.5% finding that disruption regular.
14
©British Telecommunications plc

15. Is your next employee a robot?
“Hollowing out” &
“Uberisation” of work
Pattern matching &
unstructured problem solving,
e.g. Watson, Digital Genius.
Chatbots, e.g. Siri, M, Cortana,
Amelia and many, many more.
Robot customer service –
e.g. Pepper, EMIEW3
Robotic Process
Automation.©British Telecommunications plc

16. Contact me at:
nicola.millard@bt.com
@DocNicola
Thank
You!
Dr Nicola J. Millard
Head of Customer Insight & Futures
BT Global Services Innovation Team
What’s Your Digital Possible?
16
©British Telecommunications plc