BT
BT CX specialist on voice of the customer
February 01 by Sam Phillips-LordIn conversation with CX Network, Sam Phillips-Lord shares his proven approach to ensuring organizations get the most out of customer feedback
What BT has learned from a decade of global consumer data
September 29 by CX NetworkPrincipal innovation partner and enterprise CTIO at BT, Nicola Millard, reveals the trends and observations uncovered from a decade of extensive consumer research
"Omnichannel is about quality not quantity"
July 02 by Adam JeffsBT’s principal innovation partner explains why customer experience professionals should create omnichannel models focused on the quality of channels rather than the quantity.
How BT utilizes consumer trends to innovate intelligently
June 17 by Adam JeffsNicola Millard, principal innovation partner at BT, discusses current consumer trends and how it has been impacted by Covid-19
Culture changes that unlocked a drastic NPS point boost for BT
February 08 by Shanna PedersenShanna Pedersen, Head of Customer Experience, Corporate at BT explains how the telecoms provider sculpted their bespoke customer centric culture.
How BT Creates a Seamless CX Across the Group
December 15 by Tania Silva-JonesAndrew Jones is the Managing Director, Group Customer Experience at BT. In an interview at the Customer Experience Exchange Europe
The impact of hybrid working on contact centers
October 28 by CX NetworkInnovations such as cloud, collaboration and connective technologies have eased the move to hybrid working for contact centers