21C Customer Experience (CE) Programme

Web call

6th December 2007

10:00 to 11:00

Welcome

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.

Purpose & agenda

Agenda:

1. Welcome and Introduction

2. CE Programme

• Vision & goals

• Reminder & recap since June event

• Current CE programme activities

3. January event & ongoing engagement

4. Close

Purpose: To provide an update on the 21C Customer Experience (CE) programme, seek views and ideally engagement to ensure its success

Q&A & Voting

Customer Experience (CE) – engagement objectives

Create a common vision across industry on “desired” end-to-end customer experience

Create a common/consensus view of the priorities

Create an opportunity for a step change

For BTW specifically:

Give our CP customers the opportunity to shape our transformation/customer experience agenda

Expand our current activity across more customers and potentially extend into new areas

Purpose & agenda

Agenda:

1. Welcome and Introduction

2. CE Programme

• Vision & goals

• Reminder & recap since June event

• Current CE programme activities

3. January event & ongoing engagement

4. Close

Purpose: To provide an update on the 21C Customer Experience (CE) programme, seek views and ideally engagement to ensure its success

Q&A & Voting

Our CE vision and aim is that you will say:

“I rate BT Wholesale as number one for service. They are always

responsive, reliable and consistent and communicate with me in the way I have chosen to be kept informed. BT Wholesale

is my partner in enabling converged network solutions that

meet both my needs and the needs of my customers.”

June 2007 Event – Our focus for Customer Experience

CT“Cycle Time” is the elapsed time between the start

and end of any customer experience

Our Speed of response

RFT“Right First Time” is fulfilling a customer’s

expectations perfectly, as perceived by the customer. It measures the success in delivering promises made to

the customer in L2C, T2R and C2M

Our Quality of response

CT“Cycle Time” is the elapsed time between the start

and end of any customer experience

Our Speed of responseCT“Cycle Time” is the elapsed time between the start

and end of any customer experience

Our Speed of response

RFT“Right First Time” is fulfilling a customer’s

expectations perfectly, as perceived by the customer. It measures the success in delivering promises made to

the customer in L2C, T2R and C2M

Our Quality of responseRFT

“Right First Time” is fulfilling a customer’s expectations perfectly, as perceived by the customer. It measures the success in delivering promises made to

the customer in L2C, T2R and C2M

Our Quality of response

“Right First Time” is fulfilling a customer’s expectations perfectly, as perceived by the customer. It measures the success in delivering promises made to

the customer in L2C, T2R and C2M

Our Quality of response

96%

4%

Yes

‚ No

Do you think that BT ’s focus on right first time/ cycle time addresses the key criteria of a CPs existing service experience?

18%

25%

57%

I want to be briefed on BT's developments and plans only

‚ I want to be involved in bi-laterals to shape the plans

ƒ I want to be involved in bi-laterals and cross-industry workshops to discuss issues, priorities and to shape the plans

At this stage, what involvement would you like to have in the development of 21C Customer Experience?

June 2007 event - engaging customers in our CE execution

The Customer Experience supply chain

End Users

EndUsers

CP

BTW Workingwith Customers

BTW Workingwith Supply Chain Partners

CPs

Our job now is to sustain and build on this performance and work closer with you to find ways

to transform your experience.

Overall CE Index – “Lead to Cash” & “Trouble to Resolve”

60

65

70

75

80

85

90

95

100

Jan-

07

Feb-0

7

Mar

-07

Apr-0

7

May

-07

Jun-

07

Jul-0

7

Aug-0

7

Sep-0

7

05-O

ct-0

7

12-O

ct-0

7

19-O

ct-0

7

26-O

ct-0

7

02-N

ov-0

7

09-N

ov-0

7Q4

Pe

rce

nt

Combined T2R & L2C Target

Setting priorities – end to end (Nov 2007)

79%RFT

21%Gap

100%

RepeatsELFProvide to

promise

Repairto promise

2.2%2.2%1.2%1.2%

3%

5.35%1.1%

1.1%1.2% 3.75%

5.5%11.95%

9.05%

9.25%9.25% 8.35%8.35%

1.Diagnostics– Increasing automation for CPs to reduce cycle time and improve

accurate fault diagnosis.2.Vantage

– Over 50 projects within PC product group which focus on reducing repeat faults, speed of repair and right first time.

3.Partner customer– Provide any necessary training/ education/ system enhancements

producing clear benefits. Improving briefing communications4.Alarm management

– Providing alarm management for CP’s cutting out valuable time spent contacting BTW.

5.Long lines to DSL Max– Enhanced reporting features that will enable BTW Customers to improve

services to their End Users. 6.Early life failure (ELF) customer help desk

– Improving the end to end process that supports pre-commission testing and reduces delay.

21C CE Programme – current & planned activities

Purpose & agenda

Agenda:

1. Welcome and Introduction

2. CE Programme

• Vision & goals

• Reminder & recap since June event

• Current CE programme activities

3. January event & ongoing engagement

4. Close

Purpose: To provide an update on the 21C Customer Experience (CE) programme, seek views and ideally engagement to ensure its success

Q&A & Voting

1.Diagnostics– Increasing automation for CPs to reduce cycle time and improve accurate fault

diagnosis.2.Vantage

– Over 50 projects within PC product group which focus on reducing repeat faults, speed of repair and right first time.

3.Partner customer– Provide any necessary training/ education/ system enhancements producing clear

benefits. Improving briefing communications4.Alarm management

– Providing alarm management for CP’s cutting out valuable time spent contacting BTW.

5.Long lines to DSL Max– Enhanced reporting features that will enable BTW Customers to improve services

to their End Users. 6.Early life failure (ELF) customer help desk

– Improving the end to end process that supports pre-commission testing and reduces delay.

21C CE Programme – current & planned activities

Q&A followed by vote on priorities

Purpose & agenda

Agenda:

1. Welcome and Introduction

2. CE Programme

• Vision & goals

• Reminder & recap since June event

• Current CE programme activities

3. January event & ongoing engagement

4. Close

Purpose: To provide an update on the 21C Customer Experience (CE) programme, seek views and ideally engagement to ensure its success

Q&A & Voting

21C CE workshop – proposed agenda

Target audience:Those involved with shaping the future of customer

experience, such as NGN and service evolution leads.

• Workshop

– Share current improvement plans & progress

– Explore some key areas

– Identify issues & new areas

– Agree future engagement

– Emphasis on being interactive

• Date: 22nd January 2008

• Time: 09:30 for 10:00

• Location: Marriott London West India Quay Hotel, 22 Hertsmere

Road, Canary Wharf, London, E14 4ED

21C CE workshop – proposed agenda

Presentations• CE programme

• Improving product development

• Customer view (seeking volunteers)

Interactive sessions• Voting

• CE syndicates & plenary

• Q&A

• Exhibits & demos

• Engagement syndicates & plenary

Event close - 14:00pm

Event start - 10:00am

CE Workshop - suggested syndicates 1: Creating an excellent customer experience

“what characterises/ defines excellent

customer service for your end users and

yourself?”“what are the key

barriers we need to overcome to deliver service excellence to

end users?”

Suggestions for CPs input:• Introduction could include:

– CP perspectives on what their aims/thoughts on customer experience ‘ahead of the syndicate’ to stimulate thinking / debate?– Their companies big challenges and the key barriers to overcoming them?

• Any ideas on key note speakers?• CP volunteers to help facilitate these sessions?Suggested next steps:• run a voting/feedback loop on the themes identified (post workshop) to create prioritised list?• working/expert groups or workshops focussing round the prioritised themes?

CE Workshop - suggested syndicates 2: Engagement and interaction

Group 1: “How would you like to engage with BT on customer experience/this programme moving forward?”

Group 2: “How would you like to engage with BT on product and service development moving forward?”

Group 3: “How would you like to engage on 21CN moving forward?”

Suggestions for CPs input:• What areas are you keen that we tackle within this syndicate session?• CP volunteers to help facilitate these sessions?Suggested next steps:• Use the output from group 1 to create the engagement model for future CE engagement (expert group)• Work with the product line to look at how output from group 2 can be taken forward• Take feedback from group 3 forward within the C21 process? (Steering Board)• Look at “commonality”

Purpose & agenda Definitions

Agenda:

1. Welcome and Introduction

2. CE Programme

• Vision & goals

• Reminder & recap since June event

• Current CE programme activities

3. January event & ongoing engagement

4. Close

Purpose: To provide an update on the 21C Customer Experience (CE) programme, seek views and ideally engagement to ensure its success

Q&A & Voting

Close

Thank you

Please contact helen.nurse@bt.com :

To suggest additional priority areas to address

For more information on any aspect of the call

To get involved

To provide any other feedback

Replay details will follow as will an invite to the event

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: 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: 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).