Unlocking customer delight with BT Consumer

We hosted a session with Pete Mather, CRM Principal at BT Consumer, as part of the WebexOne 2022 event.

Nicole Buckfield

All organizations face unique challenges while trying to acquire, engage, and retain customers within difficult market conditions. Identifying an advantage over the competition can go a long way in creating customer loyalty. Going forward, enterprises should make investments to ensure their customer experience is a competitive differentiator.

However, with increasing consumer expectations, a growing proliferation of communication channels, and existing legacy systems, many businesses face challenges in creating seamless experiences. This explains why many large enterprises have turned to Cloud Communications Platform-as -a-Service (CPaaS) solutions in order to help manage their customer interactions. Gartner predicts that as many as 90% organizations will adopt CPaaS solutions within the next year, with the CPaaS market growing at 30% CAGR.

In order to show how large enterprises are using CPaaS to drive business results, we recently hosted a session with Pete Mather, CRM Principal at BT Consumer, as part of the WebexOne 2022 event. BT Consumer has over 30 million customers and is the largest provider of mobile and fixed broadband communication services in the UK. Three brands sit under the BT Consumer division. BT, EE, and Plusnet. These brands provide customers broadband, home phone, mobile and entertainment services.

 Hear from Pete in this video recording of the session about:

  • The challenges they faced when looking to improve customer communications and experience.

  • What led BT Consumer to choose Webex Connect as their CPaaS platform and how its integrated into their existing technology landscape.

  • The key use cases that the platform is powering and the business outcomes it has delivered.

  • How they plan to use the platform in the future to continue to innovate their customer experience.

EE Limited, part of BT Consumer, also won an award at WebexOne for being a ‘Customer Journey Trailblazer’ so a huge congratulations to the team that is working to drive superior customer experiences using CPaaS technology.

To find out more about how CPaaS could benefit your business, get in contact with one of our experts today.