Would You Like to Attend the Net Good Launch Event ?

A couple of weeks ago I wrote a short post that you can see here about my excitement waiting for the first set of outturns from our Net Good analysis.   It is still a week or two too early to tell you the results – they will be featured in our Annual Report and Accounts and our Better Future report due out soon,  but I can tell you that we are holding an event in London on June 18th to launch the programme.

Our CEO, Ian Livingston will be opening the event, and our CSO, Niall Dunne will be delivering the closing words. Along with our partners, The Climate Group, Carbon Trust and Small World Consulting, I  will be describing the approach, and we hope there will plenty of  discussion  and feedback on the next steps. [Read more...]

The People Call for Choice When Contacting the Government

It’s official that people who want to talk to government departments want choice about how they do that — even if they are more likely to choose the phone over any other channel.

That’s the findings of BT’s Autonomous Customer research, which suggests that people expect the same levels of service for government and public bodies as they do from the private sector — and they don’t want their choice of channels restricted. [Read more...]

Have Technology Security Measures Really Changed all that Much Over the Years?

By Mark Akass, CTO, Global Banking and Financial Markets, BT

If we look at the last 10 years, we can clearly see huge changes in the way we protect technology. The security ‘toolbox’ has grown in capability and is available to a bigger slice of the market place.  This coupled with an explosion of technology providers, and an increasing need for firms to manage and keep an eye on the costs which come about when bringing said tools into action to fight each and every security threat. Only recently we witnessed Australia’s central bank admitting that it had played victim to repeated attacks from computer hackers.  Was the fact that no data was lost or lasting damage done down to the effective use of the advanced tools available on the market today?

Undoubtedly we have seen certain highlights in the development of the security tool kit.  Take a look at pattern matching of signature based threats1; to anomaly detection2 based on behavioural analysis; to increasing levels of sophistication in being able to identify potential threats in the context in which they are being transacted; to testing suspected transactions for executable code in real-time. The attacks may have become more advanced but then so have the tools developed to fight the war against them. [Read more...]

Connecting Africa for a Better Future

By Kevin Taylor, President, BT Asia, Middle East and Africa & Global Logistics

The real benefits of connectivity around the world will only be truly realised when everybody in the world has access to the global network, however remote they are. Which is why I’m delighted to announce our ‘Connecting Africa’ project, which will bring broadband internet access to communities across the continent.

We’ve been working with international children’s charity, SOS Children’s Villages, to connect twenty of the charity’s sites in twelve African countries via its global satellite network. [Read more...]

PSN, tick in the box or thinking outside the box?

The Public Services Network (PSN) is taking off. Early customers are already connected and commitment from across the public sector, in particular from Health and from Police, in the last few months has added to the momentum. Central Government departments are already advanced in their own plans to achieve PSN compliance and to connect this year.

A further catalyst in this transition to PSN is the imminent requirement for all 588 organisations that use the old Government Secure Intranet (GSi, or GCSX in Local Government) to connect to its legacy services solely through PSN. The existing procurement framework for these services, GCF, comes to a close in August this year and the old, dedicated connections to them must be replaced by PSN by the end of March 2014. It’s also essential for customers to gain their PSN certification – the Code of Connection or ‘CoCo’ – before connecting to PSN. [Read more...]

New role, New Business Opportunities and New Texas Experiences

Today, I’m happy to announce my next chapter at BT as president of BT US and Canada (US&C) as well as the global industry verticals – Consumer Packaged Goods (CPG) and Pharmaceutical and Chemical.  I am delighted to be a part of this talented organization and the transformation of its operations, performances and customer service. This new role is exciting for me as I look across the strengths of BT’s business in the US&C and these growing industries.  We have a strong business in the US&C for banking, financial trading markets, consumer products and pharmaceuticals.

I joined BT in 2008 as CEO for the Benelux (Belgium, Netherlands and Luxemburg) and in 2011 transitioned into president of the EMEA and Latin America region.  In addition to a regional leader, I also became president of the Global Commerce sector which supports companies in industries such as manufacturing, pharmaceuticals and logistics. I’m a Dutch native but have recently moved to Texas for this role and am looking forward to barbeque, American football and hot summers. [Read more...]

Driving Change in Payroll

By Eira Hammond, HR and Payroll Expert, BT

There are not many people outside our own organisation that realise that BT actually ‘do’ payroll around the UK, paying tens of thousands of payslips every month for a number of local authority organisations. So, when I was approached by Frazer Jones, the Global HR Recruitment organisation that places some of BT’s Senior HR Leaders, to be the guest speaker at their inaugural payroll leadership event I was delighted to have the opportunity to spread the word!

The forum provides a valuable networking opportunity and offers a chance to discuss topical Payroll issues, over a round-table arrangement. The forum was host to over 25 Senior Payroll delegates from organisations such as NBC Universal, PRET, Debenhams, Thomson Reuters, and many more. [Read more...]

To Queue or Not To Queue? Only if you get Value for Effort

Queuing – it may be a British pastime but it’s not exactly something that we relish doing. How many times have you just shrugged and walked away when it’s “not worth the effort”?

We are busy people who want to minimise the amount of time, energy and effort we put into things that we don’t value. Things like trying to navigate around a complicated and badly designed website, setting up a product or service or trying to get answers from a contact centre. Sometimes we don’t want to be “wowed” by customer service. Sometimes we just want it to be easy. [Read more...]

Delight Your Customers, But Only Where it Matters to Them

The Henley Centre for Customer Management has done some research into customer effort. They interviewed a number of companies about their experiences, and the findings inspired us to look at the topic ourselves.

People don’t hate hold music – they hate being on hold

It’s fair to say that call centre hold music isn’t popular. We all hate listening to It’s a Small World over and over while we wait for someone to sort our problem out. [Read more...]

Creating the Feel Good Factor About the UK Economy

You can shut yourself in a windowless conference room on the first sunny day after a long wet winter and become more optimistic about the future! 

On the 25th April some fifty or so leaders from UK business and government gathered in BT Tower’s auditorium to discuss how the country could pull itself out of the current economic doldrums.  This event formed the London leg of BT’s global conversation for CxO’s: “Connecting for a Better Future”.  [Read more...]