Broadband is saturated and increasingly telcos are “evolving into techcos”. In this context, seamless service and product launch with careful communication is especially critical. In this session, hear how BT and EE are tackling the challenges of designing and launching next-generation connectivity products from gaming-optimized broadband to bandwidth prioritization tools that serve the needs of diverse digital households. Discover how customer journey design, smart segmentation, and cross-functional collaboration are at the heart of product innovation.

With a focus on simplifying the complex, Hassan Jaafar, Product Squad Lead for IoT & Connected Home, will share how EE is turning deeply technical services into user-friendly experiences, ensuring that every touchpoint, from app interface to contact center support, is aligned with customer expectations. Learn how robust internal testing, real-time customer feedback, and transparent, dynamic communication are driving higher engagement, satisfaction, and brand differentiation in an increasingly competitive market.