Customer Experience @ BT

Learn how BT’s Major & Public Sector Division turned a very low CX rating into a satisfaction success story…

Kathryn Whitehouse was, until very recently, Head of Customer Experience at BT’s Major & Public Sector Division. She was the keynote speaker at our senior executive Breakfast Briefing. It was one of the most revealing and inspiring events we have ever hosted…

Three years ago, client trust in this particular division of BT was suffering. A ‘we know best’ culture of denial had smothered critical comment, supressed constructive feedback and alienated customers. A radical solution was the only way to salvage BT’s reputation… and Kathryn was handed the challenge. 

In her candid account, she shared her journey and answered these key questions:

• How do you deliver a 50-point NPS improvement in just 3 years?
• How do you inspire 86% of your customers to give you feedback?
• How do you exploit this to see a direct correlation in profit improvement?
• How do you create a radically new customer-centric culture?

To read the full report of those insights and the animated discussion they inspired please click the button below.