Shaping the future of customer experience

Finding new and innovative ways of working has always been central to our cultural journey.  With Covid 19 acting as a catalyst to further accelerate our business transformation, we are using the opportunity this presents to ensure that we are best placed to respond to rapidly changing customer and colleague expectations – so that we come back better and stronger than before.

For our customers, this means ensuring their voices, ideas and interests continue to be reflected in everything we do. We are committed to ensuring wider diversity in our involved customer groups and we will make it even easier for our customers to share their opinions and shape the services we deliver through our Customer Services strategy.

Our Customer Experience Panel, made up of colleagues from across the business, is charged with overseeing the strategic delivery and performance of our Customer Services strategy. It’s with the scrutiny and direction of this group that we’ll look to find new and innovative ways to further enhance our customer experience.

So, whether that’s looking at new technologies in our contact centres to unlock further efficiencies or focusing on how we develop our digital offer to support the way our customers want to interact with us - all of this forms part of our commitment to creating an improved service for our customers.

To help us with this work, we’re delighted to welcome Dr Nicola Millard, Principle Innovator at BT who will be joining us this week to discuss how we move good customer service to great customer service by focusing on people-centred customer experience and digital workplace innovation.