CX @ BT – The Inside Story

Learn how BT’s Major & Public Sector Division turned a very low

CX rating into a satisfaction success story…


  • 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?


On Thursday 25thApril, we promise to provide the answers. Kathryn Whitehouse – Head of Customer Experience – was the person tasked to deliver this transformation. She also happens to be the keynote speaker at our next Clustre breakfast briefing…

We would like you to be our guest at this select, senior executive event.

Three years ago, client trust in this particular division of BT was not where it should be. 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.

Kathryn was handed the challenge…

She will share her journey. In a candid and extremely revealing account, she will explain the key steps on that path to change. Learn how to:

  • Secure senior management support and select the right role-models – motivational leaders are critical to the change game
  • Engage and collaborate with customers – embedding the ‘Voice of the Customer’ in your core business process
  • Deprive ‘not my job’ killjoys of oxygen by inspiring ‘ambassadors’ and properly rewarding their efforts
  • Create consistent messages and exploit the best channels. Posters, blogs, videos, brochures, special events – learn to use them for maximum effect
  • Measure and share success – KPIs and regular feedback drive success and a contagious sense of achievement
  • Permanently change the culture – cut out every root and branch of the poisonous fear culture
  • Get it right and massively improve profits.

In every respect, this will be a masterclass in CX and financial improvement. Disarmingly honest, Kathryn has a truly inspiring story to share.

If CX is your professional focus and passion and yours is a B2B business, please join us at this breakfast briefing. But don’t delay. Places at our breakfast table are free but strictly limited to just ten senior executives. We are certain to be heavily over-subscribed, so please register today.


The Date: Thursday 25thApril 2019

The Venue: The Delaunay Private Dining Room, 55 Aldwych, London WC2B 4BB

The Time: 8am (prompt start) – 10am (hard finish)





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