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





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


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