Delivering Omnichannel Visions
Customer Experience (Cx)
Strategy and Consulting
BT is one of the world’s leading communications services companies. Operating in over 180 countries and the largest provider of fixed-line, broadband, and mobile services in the UK, the company also provides subscription television and IT services.
With evolving customer demands and an increasingly competitive market, BT engaged our team to define a future omnichannel experience that would ensure exceptional interactions, no matter where and when customers engaged with the brand.
Create the vision for future omnichannel customer experiences and define the roadmap that directs implementation. Reimagine the delivery process to ensure de-siloed, continuous service across all customer touchpoints. Determine the tech stack that drives a constant data flow across channels.
BT was a siloed organization which led to fragmentation across customer channels. Their lack of a channel-agnostic culture meant inconsistencies in experience delivery and variations in service design.