BT considers digital transformation as empowering customers, businesses and employees 

Customer experience is the core element for a business, and to provide personalized and convenient services to the customers a business needs to undergo digital transformation. British Telecom (BT) helps its clients to adopt this transformation and evolve. Sudhir Narang, Managing Director India and VP Network & Services Integration Practice – AMEA, BT, discusses about digital customer experience, transformation of work process, etc . 

Customer experience plays a pivotal role when a customer selects a brand. The experience with a brand becomes the yardstick and it also plays a deciding factor while choosing among brands. Customers these days always look for feasibility in interacting with the companies. To address the customer’s needs, a business needs to go through digital transformation so that it can server in a better way.          

 
“Customer experience is changing. Customers see the experience they get with a business as a benchmark when they’re choosing between brands. They expect to be able to interact in more ways – by phone, mobile, internet, video, social, email and in person. And for businesses to give customers the kind of service they demand means they need to be ready for digital transformation. It’s time that businesses need to embrace new channels of communication, transforming all the touch points of their customer journey,” says Sudhir Narang, Managing Director India and VP Network & Services Integration Practice – AMEA, BT.

Digital Customer Experience

Digital innovations provide personal and convenient experiences which a customer expects. Digital Consumer solutions help a business to create a digital customer experience across the global network. BT helps a business in their journey of transformation and helps to recreate in real life all the engagement, personalization, information, etc which a customer enjoys online. 

“Today’s digital consumers increasingly expect to find in real life all the convenience and personalization they enjoy online. Digital innovations help to create personal and convenient experience, and make a visit more entertaining, more theatrical and appealing to the customer. Digital Consumer solutions are designed to help customers overcome these obstacles and confidently create a digital customer experience that can then be introduced across their whole network, including globally. It combines core building blocks for managing digital content, merchandise and sales people, underpinned by infrastructure that makes it easier to share data, make digital solutions work with existing enterprise applications and all in a secure cloud-based wrap. We, at BT, help businesses to recreate in real life all the engagement, personalization, information and choice that the consumer is used to online,” explains Sudhir Narang.  

BT transforming work process

With digital transformation, BT strengthens its customers and helps them to take their businesses to the next level. Elaborating on the same, Sudhir Narang says, “Here at BT, we consider digital transformation as empowering customers, businesses and employees to do some commendable things. BT takes its customers through the digital transformation, and engage them with innovative, collaborative and exciting presentations, that ultimately help drive business results. With BT cloud-based contact solutions, digital customers are now diving deeper and having richer interactions with their end-customers.” 

Aparna Mullick
aparna@varindia.com