How BT Creates a Seamless CX 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