21C Customer Experience (CE) Programme

1. 21C Customer Experience (CE) Programme Progress update and next steps - web call 14th March 2008 12:00 to 13:00 Caroline WatsonHead of 21C Customer Experience Strategy Graham Crane Consult21 Welcome

2. Cautionary Statement BT's 21C Customer Experience and associated programmes are still in the process of development and the subject of consultation. The information in this presentation may be subject to change.

3. Purpose & agenda • Purpose: To discuss where we are on • feedback from the January event • update you on the 21C CE programme • capture your comments and encourage further engagement • Agenda: • Welcome and Introduction • 21C CE recommendations document • Customer driven agenda • Key themes & next steps • Customer experience programme • Industry feedback and Q&As

4. Purpose & agenda • Purpose: To discuss where we are on • feedback from the January event • update you on the 21C CE programme • capture your comments and encourage further engagement • Agenda: • Welcome and Introduction • 21C CE recommendations document • Customer driven agenda • Key themes & next steps • Customer experience programme • Industry feedback and Q&As

5. 21C CE recommendations document (1) • Document • Output from the event & subsequent comments (thanks for those) • Purpose • To give BT and its CP customers the opportunity to clarify and add to output • To develop an customer driven agenda to improve customer experience • Aim • To capture and resolve the issues and barriers that are preventing us, you and the industry generally saying we are “number 1 for customer experience” • “We can only succeed if we enable you to meet the needs of your customer by working with us.” • Layout in 3 columns • Workshop output • Conclusions/questions/additional thoughts • Recommendations/actions/owner

6. 21C CE recommendations document (2) • Key Themes: • Communication and engagement • Joint customer experience agenda and “snagging” list • Fault reduction, diagnostics, etc • How do we know how well we are doing on customer experience? • Product process improvements and roadmap • Systems and processes improvements and roadmap • Progress & Next Steps • Updated with feedback (& thanks for that) • Established BT owners for each theme • Review & produced response for each of the 90+ issues • ie done, existing project, new project, low priority/no action planned • Further customer review & feedback • Further consultation and prioritisation required • Establish systematic process for CE improvement, engagement & communications

7. Key themes: progress & next steps (1) • Communication and engagement • Reviewed recommendations list and agreed actions: • 1,1 CE engagement process proposal • 1.2 CE engagement diary • 1.3 CE vision & principles • 1.4 CE Comms & engagement plan • Tailored for different communities / Internal & external • Progress includes: • Smart agent updated • Response articles agreed for March & more for April • Today’s web call arranged • CE web page(s) available @http://www.btwholesale.com/consult21 • Plus some were for other themes like “snagging list” & measurement themes • 2. Joint customer experience agenda and “snagging” list • Reviewed recommendations document with CE, CSAT & products teams • Drafted CE comms & engagement process • Updated list and will send out shortly for you to review

8. Key themes: progress & next steps (2) • 3. Fault reduction, diagnostics, etc • Lots already going on – See recommendations list • Agreeing ownership at BTW exec • Will run web calls & consultation workshops to progress • 4. How do we know how well we are doing on CE ? • Proposal is to consult on and provide a CE dashboard • how we are doing day-to-day (CE metrics) • on improvement projects, and • provide a CE feedback channel • 5. Product process improvements (C2M) and roadmap • Reviewed recommendations list with product team • Currently planning improvements for 2008/09 – more news on this shortly • Linking into CE improvement process & reporting • Roadmaps • Already shared some for review via accounts teams • More updates in progress and plan to publish on web shortly • 6. Systems and processes improvements and roadmap • Programme of calls being set up • Next one for 8th April

9. Improving Customer Experience Inputs Analysis Action CSat Resolved CE Existing Projects Prospects ______________ ______________ ______________ __________________________________________ Accounts New projects Products Prioritise/clarify Service Communication Communication Communication Engagement Engagement Engagement Customers

10. Customer Experience Engagement process • What you said: • listen to what my feedback • collaborate with me to understand how the problem can be addressed • keep me updated on progress • deliver it • Workshops (for those who want to be more involved in developing the resolution): • – as required with defined agenda • understand CP views and needs • explore potential resolutions • Customer Experience Events (for all): • – every 4 months or so • share progress on key projects & talk to the experts • check and balance on priorities • explore key issues and share views Engagement: Workshops & Events • “knowledge share” web-calls (for those who want to be kept up to date on key topics): • regular programme of webinars • covers Customer Experience & Customer Satisfaction activity eg Snagging lists, existing improvement programmes • opportunity for questions and feedback INFLUENCE Awareness: Effective Reporting and Webinars CE Web site & dashboard to provide day-to-day access to performance, progress, and feedback channel. –        CE metrics & drill down –        Improvement projects RAG & drill down –        Candidate projects –        Issues raised and resolved –        Feedback & comment channel See calendar of events for details

11. Purpose & agenda • Purpose: To discuss where we are on • feedback from the January event • update you on the 21C CE programme • capture your comments and encourage further engagement • Agenda: • Welcome and Introduction • 21C CE recommendations document • Customer driven agenda • Key themes & next steps • Customer experience programme • Industry feedback and Q&As

12. How we will achieve your needs and develop the future vision for your business How we understand your needs & issues How we know how well we have or have not done Engagement under Consult 21 CE strategy How we engage under 21CN Customer Experience Customer satisfaction

13. BTWholesale CE Strategy into Delivery (examples) End User Customer T2R Targeted Workshops Consult21Customer CE Events Changing Perceptions Thought Leadership CE Event Root Cause Analysis Joint Workshops Supply Chain Collaboration Customer Systems Training Diagnostics Trials Changing Systems & Process Alarm Trials Vantage

14. Feedback from Dec web call & progress…..

15. Purpose & agenda • Purpose: To discuss where we are on • feedback from the January event • update you on the 21C CE programme • capture your comments and encourage further engagement • Agenda: • Welcome and Introduction • 21C CE recommendations document • Customer driven agenda • Key themes & next steps • Customer experience programme • Industry feedback and Q&As

16. Key Themes – reminder for poll 1 • Communication and engagement • Joint customer experience agenda and “snagging” list • Fault reduction, diagnostics, etc • How do we know how well we are doing on customer experience? • Product process improvements and roadmap • Systems and processes improvements and roadmap

18. CE improvement & engagement – reminder for poll 2

20. Purpose & agenda • Purpose: To discuss where we are on • feedback from the January event • update you on the 21C CE programme • capture your comments and encourage further engagement • Agenda: • Welcome and Introduction • 21C CE recommendations document • Customer driven agenda • Key themes & next steps • Customer experience programme • Industry feedback and Q&As

21. Purpose & agenda • Purpose: To discuss where we are on • feedback from the January event • update you on the 21C CE programme • capture your comments and encourage further engagement • Agenda: • Welcome and Introduction • 21C CE recommendations document • Customer driven agenda • Key themes & next steps • Customer experience programme • Industry feedback & Q&A • Final poll

23. Close Please contact helen.nurse@bt.com : • With any further comments on the document • For more information on any aspect of the call • To get involved • To provide any other feedback Thank you Replay details will follow as will an invite to the event

24. Definitions • Concept-to-market (C2M): from trigger event to service launch (or withdrawal) • This process starts when one of several trigger events takes place, e.g., • We need to innovate a new service based on customer demand • We need to remake a product to meet customer requirements • We have a need to rationalise and create new self service products • C2M process spans the time from this trigger event, through product development, marketing, launch, and ready for sale/support. In addition, during the concept, specify and plan phases, C2M will determine how the product flows into in-life support and billing. • Lead-to-cash (L2C) : From initial contact to the sale to the collection of the payment • This refers to the experience a customer has buying an existing our product or service. It begins with a sales dialogue between the customer and BT which establishes that one of our products or services meets their needs. It ends when this need is fulfilled, the service is available to use and BT has been paid. • Trouble-to-resolve (T2R): From problem identification to resolution • This begins when a customer has told us they are not happy with either our product or service, or when BT has proactively spotted a problem. It ends when that problem has been resolved and the customer is satisfied. • Our aim is for more of our time spent on Lead-to-cash (making money) and significantly less time needed on Trouble-to-resolve (fixing things).