The BT Group was one of the most prolific winners at the 2018 UK Customer Experience Awards, with divisions achieving a range of titles at the Wembley Stadium event.
Presentations by BT delegates saw judges award BT titles no less than eight times, proving that the telecoms giant truly understands CX and what it means for continued success.
BT Enterprise Customer Service, in partnership with Blue Sky Performance Improvement, was awarded Gold in the Best Customer Centric Culture – Customer Focus category, for their inspiring culture transformation programme that was developed for their service centres with support from Blue Sky.
The programme also secured a Gold win in the Best CX Training – Transformation for Success category, and a Bronze in both the Best Employee Engagement – The Voice of Employees and Best use of Insight and Feedback – The Voice of the Customer categories.
Meanwhile, BT Corporate won Silver in the CX Team of the Year – Strategy/Transformation category, and Bronze in the Best Customer Centric Culture – Strategy/Project category.
BT Consumer secured two Gold category titles – for Best Use of Insight and Feedback – Best Solution or Programme and CX Team of the Year – Customer Centricity. Their presentations focused on an innovative solution that has enabled both customer service teams and central teams such as product management to revolutionise how they use customer insight and feedback to deliver improvements to Customer Experience.
A spokesperson said: “The solution is unique as it combines the use of analytics and algorithms to target specific calls and provides full functionality to listen to and assess the call, track coaching actions, and raise business issues to fix. The solution has enabled BT Consumer to significantly improve customer experience and reduce industry complaints to record low levels.”