Transforming the Customer Experience with BT Ireland and Deep Insight

For BT, improving their customer service was a marathon journey, not a sprint. Over the course of 3 years, a radically new customer-centric culture delivered a 40-point NPS (Net Promoter Score) improvement, moving from the bottom 10% to the top 10% in customer satisfaction. By genuinely putting client feedback and the customers themselves at the heart of their business, the BT leadership team modelled the behaviour they wanted to see in their organisation – and in the process built a remarkable case study in customer experience transformation. We talked with Shay Walsh, MD of BT Ireland and John O’Connor, CEO of Deep-Insight and author of ‘Customer at the Heart: How B2B Leaders Build Successful Customer-Centric Organisations’, on the marathon BT took towards brilliant customer experience. More on BT Deep Insight here: https://www.deep-insight.com/the-bt-ireland-story/.