With ServiceNow, BT reinvents the customer experience so that it is in line with changing expectations—blazing a new trail in service to subscribers.
Multinational telecoms from London HQ
BT Group is a British communications service provider (CSP) headquartered in London. It serves customers in 180 countries, providing fixed-line, broadband, and mobile services, as well as subscription television and IT services to B2B and B2C customers. For its multinational business customers, BT provides managed services, security, and network and IT infrastructure services.
The company aims to be the world’s most trusted connector of people, devices, and machines, by building strong digital foundations, creating exceptional customer experiences, and taking bold actions towards a sustainable future.
Differentiating with service experience
It needed to respond to the increasing consumerization of the workplace, more customers adopting digital-first business strategies and needing greater connectivity, and networking shifting from physical to virtualized environments.
“We wanted to provide market-disrupting new services to customers in response to their changing needs, but despite shifting our business model our legacy technology was too slow and rigid to achieve our ambitions,” says Faisal Parvez, Product and Digital Technology Director at BT.