CX TALK: How BT Creates a Seamless Customer Experience Across the Group

Contributor:Tania Silva-Jones
Posted: 12/15/2016

Andrew Jones is the Managing Director, Group Customer Experience at BT. In an interview at the Customer Experience Exchange Europe he spoke about:

  • How they create a seamless customer experience across the entire BT Group
  • The biggest challenge to getting that alignment
  • The importance of broadening the skill sets of employees so they can provide a better customer service
  • How the BT brand is evolving in the digital age
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Contributor: Tania Silva-Jones