FINAL RESULTS16 May 2024 07:35
We've got four of the strongest brands in the UK in Openreach, BT, EE and Plusnet.
When our customers buy from these brands, they buy into the experiences those brands promise to deliver. From the first ad they see, to the service they receive from us, every moment is an opportunity to live up to that brand's promise to keep our customers happy, loyal and safe in the knowledge they made the right decision choosing us.
Putting digital at the heart of our customer brands
One of the most important elements of our brand is our customer experience, and digital is an increasingly important part of how our customers engage with us. We set up our Digital unit to help us think 'digital first' and drive improvements across the group.
Over the last three years they've helped us do that, with the deliveries that support new EE, our service transformation in Business and more. We now want to go even further to make sure digital thinking is integrated into everything we do. So, we've decided to move customer-facing digital product and journey accountability from Digital into Consumer and Business so it's closer to our customers.
This will mean Consumer and Business each own end-to-end accountability for their. customer experience and help us reduce complexity and simplify ways of working, building on the work that's been done in Digital.
The Digital unit will continue to be our engineering, architecture and platform powerhouse with deep experience in data and Al and home to our end-to-end digital product incubation team, Etc. They will continue to grow the digital skills and disruptive thinking we need to continue our transformation.
Harmeen, Marc and Bas will be working through the detail over the coming months, ready for a move in early October.
This change is the latest in a series l've made since I arrived which will make us a stronger and more unified organisation. So far, we've created a new Strategy and Change unit and we're bringing Group brand and insights into Corporate Affairs.
The UK's most trusted connector of people, devices and machines
I'm lucky enough to have had years of experience in the industry, and I know that the most successful telcos around the world are national champions who have leveraged their history, their purpose, their iconic brands and new technologies to create value for everyone
- customers, colleagues, society and owners.
As we move into the next phase of BT Group's transformation, I want us to become a proud national champion, and one of the best digital telcos in the world, by taking action on our culture, our customer experience, and our operational discipline. By doing so, I know we can truly become the UK's most trusted connector of people, devices and machines, and I'm excited about the journey ahead, as we realise that ambition together.” - Alison.
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