Improving customer experience (CE) and meeting CE targets for Right-First-Time (RFT) & Cycle-Time (CT) are key objectives across Wholesale & BT. Engaging with customers is critical to achieving these objectives. Our aim is to build a customer-driven agenda for customer experience to help us and the industry as a whole say we are number one for service.
This involves understanding, as an industry, what the issues are, what we need to do to resolve them and how we engage with throughout the process. By working as an industry in the prioritisation process we can create a customer-driven CE agenda and resolve key issues, "snagging" problems and communicating success effectively.
Details of customer experience events, web calls, issues and actions can be found in the sections to the right, along with associated documents and relevant briefings.
A list of issued documents may be found here.
