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Customer Experience Key to BT's CXO RevampCustomer Experience Key to BT's CXO Revamp

A strategy to improve time to market and overall customer experience is at the heart of BT's decision to collapse the CTO and CIO roles into one

January 20, 2011

2 Min Read
Customer Experience Key to BT's CXO Revamp

Renewed efforts to improve customer experience and reduce service development and delivery cycle times were at the heart of BT Group plc (NYSE: BT; London: BTA)'s decision to integrate its networks and IT resources, the carrier's CTO/CIO Clive Selley tells Light Reading in an exclusive video interview.

Selley was appointed to the role of Group CIO and CEO of BT Innovate and Design (the CTO role) in March 2010, and is responsible for the networks, IT, product development, and innovation teams -- about 7,500 staff in total. (See BT's New BIG SPITTER.)

He says BT integrated the CIO and CTO roles as part of a new focus on how the company serves customers. And, he adds, "there's real evidence that we are getting products to market more quickly and that, as we bring them to market, any faults or flaws are being detected and rectified more quickly because we have process engineers, we have IT engineers, we have network engineers working together in one organizational structure to get the problem fixed."

The interview is running as part of Light Reading's Bridging the Chasm editorial campaign. (See LR Launches 'Bridging the Chasm' Campaign, Why Bridging the Chasm Is Critical for Carriers and Bridging the Chasm: A Manifesto.)

Check out the interview with Selley here, and look out for another video interview with BT's CTO/CIO here in the coming days:


— Ray Le Maistre, International Managing Editor, Light Reading

Interested in learning more on this topic? Then come to Subscriber-Centric 4G & Advanced Services: Using OSS/BSS to Drive Revenue in 2011, the first stop in our Service Provider IT Global Event Series. To be staged in London, Jan. 25, admission is free for attendees meeting our prequalification criteria. For more information, or to register, click here.

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