{"id":14206,"date":"2020-09-23T14:03:42","date_gmt":"2020-09-23T14:03:42","guid":{"rendered":"https:\/\/www.borngroup.com\/?page_id=14206"},"modified":"2022-02-03T15:45:28","modified_gmt":"2022-02-03T20:45:28","slug":"bt","status":"publish","type":"page","link":"https:\/\/www.borngroup.com\/work\/bt\/","title":{"rendered":"BT"},"content":{"rendered":"\n\n\n    \n\n\n  \n  <section class=\"cs-2-hero cs-2-hero--light\">\n    <div class=\"cs-2-hero-main\">\n            <img decoding=\"async\" class=\"cs-2-hero-bg\" src=\"https:\/\/static.borngroup.com\/uploads\/2020\/09\/BT_cover_2-1440x0-c-default.jpg\" srcset=\"https:\/\/static.borngroup.com\/uploads\/2020\/09\/BT_cover_2.jpg\" alt=\"\">\n      \n            <div class=\"cs-2-hero-main-client-desktop\">\n        <p class=\"label-heading\">Client<\/p>\n        <h1>BT<\/h1>\n      <\/div>\n    <\/div>\n\n    <div class=\"cs-2-hero-content container\">\n      <div class=\"cs-2-hero-details grid\">\n        <div class=\"cs-2-hero-section cs-2-hero-main-client-mobile\">\n          <p class=\"label-heading\">Client<\/p>\n          <h1>BT<\/h1>\n        <\/div>\n        <div class=\"cs-2-hero-section\">\n          <h5>Project<\/h5>\n          <p>Delivering Omnichannel Visions<\/p>\n        <\/div>\n        <div class=\"cs-2-hero-section\">\n          <h5>Industry<\/h5>\n                      <p>Telecommunications<\/p>\n                  <\/div>\n        <div class=\"cs-2-hero-section cs-2-hero-section--services\">\n          <h5>Services<\/h5>\n                      <p>Customer Experience (Cx)<\/p>\n                      <p>Experience Management<\/p>\n                      <p>Innovation<\/p>\n                      <p>Strategy and Consulting<\/p>\n                  <\/div>\n\n        <img decoding=\"async\" class=\"cs-2-hero-logo\" src=\"https:\/\/static.borngroup.com\/uploads\/2022\/02\/BT_logo_2019.svg\" alt=\"\">\n      <\/div>\n\n      <img decoding=\"async\" class=\"cs-2-hero-screenshot-desktop\" src=\"\" srcset=\"\" alt=\"\">\n    <\/div>\n  <\/section>\n\n<style type=\"text\/css\">\n .label-heading{\n  font-size: 13px;\n    font-weight: 700;\n    line-height: 1.34;\n    text-transform: uppercase;\n    letter-spacing: 0.02em;\n }\n<\/style>\n\n\n\n<section class=\"cs-intro container grid\">\n  <div class=\"cs-intro-main\">\n    <h2 class=\"h5 cs-intro-title\">Background<\/h2>\n    BT is one of the world\u2019s 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.\r\n\n  <\/div>\n\n  <div class=\"cs-intro-column\">\n    <h3 class=\"h5 cs-intro-title\">Brief<\/h3>\n    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.\n  <\/div>\n\n  <div class=\"cs-intro-column\">\n    <h3 class=\"h5 cs-intro-title\">Goals<\/h3>\n    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.\n  <\/div>\n<\/section>\n\n\n\n\n<section class=\"cs-point  cs-point--dark container\">\n  <div class=\"cs-point-content\">\n    <h2 class=\"h5 cs-point-title\">Challenge<\/h2>\n    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. \n  <\/div>\n<\/section>\n\n\n\n<section class=\"case-study-screenshot-section case-study-screenshot-section--light\">\n      \n                  <img decoding=\"async\" class=\"csss-screenshot\" src=\"https:\/\/static.borngroup.com\/uploads\/2020\/09\/iStock-1190656286-1280x0-c-default.jpg\" srcset=\"https:\/\/static.borngroup.com\/uploads\/2020\/09\/iStock-1190656286.jpg\" alt=\"\"  >\n          \n          <\/div>\n      <\/section>\n\n\n\n<section class=\"cs-intro container grid\">\n  <div class=\"cs-intro-main\">\n    <h2 class=\"h5 cs-intro-title\">Solutions<\/h2>\n    We conducted a current state analysis that leveraged existing and proprietary research to prioritize customer needs across the end-to-end journey. To foster collaboration and opportunity identification, our team facilitated an Innovation hack for over 60 BT stakeholders across 8 business units.\n  <\/div>\n\n  <div class=\"cs-intro-column\">\n    <h3 class=\"h5 cs-intro-title\">Outcome<\/h3>\n    We developed end-to-end omnichannel journeys that were used to envisage a future-state experience. With BT stakeholders, over 100 omnichannel opportunities were identified and prioritized to create an integrated roadmap.\n  <\/div>\n\n  <div class=\"cs-intro-column\">\n    <h3 class=\"h5 cs-intro-title\">Long-Term Value<\/h3>\n    Our work led to a barrier-free frictionless customer experience that dynamically updates with contextual real-time data. This allows BT to deliver brand consistency and personalized service experiences across every channel.\n  <\/div>\n<\/section>\n\n\n\n\n\n\n<section class=\"banner    banner--fullscreen   banner--has-overlay  \">\n      <div  aria-hidden=\"true\" class=\"banner-background lax\" style=\"background-image: url('https:\/\/static.borngroup.com\/uploads\/2020\/10\/vodafone_cover.jpg')\"><\/div>\n  \n  \n  <a href=https:\/\/www.borngroup.com\/work\/vodafone\/ class=\"banner-content-holder\"  >\n    <div  class=\"banner-content container lax\">\n      <header class=\"banner-header lax\" >\n                  <div class=\"u-text-small-caps\">Next Case Study &#8211; Vodafone<\/div>\n                          <img decoding=\"async\" class=\"banner-logo\" src=\"https:\/\/static.borngroup.com\/uploads\/2020\/10\/Vodafone_logo.svg\" alt=\"\">\n              <\/header>\n\n      <div class=\"banner-copy lax\"\n              >\n        <div>\n                      <h2 class=\"banner-title\">Standardizing CX for Improved Service Design<\/h2>\n          \n          \n                      <div class=\"banner-tagline banner-tagline--half-width\">\n              <p class=\"\">We combined strategy, research, and behavioral science to redefine Vodafone NZ&#8217;s customer journey approach.<\/p>\n            <\/div>\n          \n          \n                  <\/div>\n\n              <\/div>\n    <\/div>\n  <\/a>\n<\/section>\n","protected":false},"excerpt":{"rendered":"","protected":false},"author":1,"featured_media":0,"parent":595,"menu_order":552,"comment_status":"closed","ping_status":"closed","template":"","meta":{"footnotes":""},"service":[12,59,15,11],"industry":[27],"acf":[],"aioseo_notices":[],"_links":{"self":[{"href":"https:\/\/www.borngroup.com\/wp-json\/wp\/v2\/pages\/14206"}],"collection":[{"href":"https:\/\/www.borngroup.com\/wp-json\/wp\/v2\/pages"}],"about":[{"href":"https:\/\/www.borngroup.com\/wp-json\/wp\/v2\/types\/page"}],"author":[{"embeddable":true,"href":"https:\/\/www.borngroup.com\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/www.borngroup.com\/wp-json\/wp\/v2\/comments?post=14206"}],"version-history":[{"count":32,"href":"https:\/\/www.borngroup.com\/wp-json\/wp\/v2\/pages\/14206\/revisions"}],"predecessor-version":[{"id":24227,"href":"https:\/\/www.borngroup.com\/wp-json\/wp\/v2\/pages\/14206\/revisions\/24227"}],"up":[{"embeddable":true,"href":"https:\/\/www.borngroup.com\/wp-json\/wp\/v2\/pages\/595"}],"wp:attachment":[{"href":"https:\/\/www.borngroup.com\/wp-json\/wp\/v2\/media?parent=14206"}],"wp:term":[{"taxonomy":"service","embeddable":true,"href":"https:\/\/www.borngroup.com\/wp-json\/wp\/v2\/service?post=14206"},{"taxonomy":"industry","embeddable":true,"href":"https:\/\/www.borngroup.com\/wp-json\/wp\/v2\/industry?post=14206"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}