That Personal Experience - Nick Lane MD Customer Service BT Consumer division

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That DigiPod

14 episodes

4 days ago

Want to know what it takes to create a world-class product, people and culture? The Digital team at BT bring you 'That DigiPod', the podcast exploring real product career stories from industry experts. Tune in to find out how we build, measure and learn to create a world-class product.

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Business

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Careers

Business

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That Personal Experience - Nick Lane MD Customer Service BT Consumer division

That DigiPod

39 minutes 17 seconds

4 years ago

That Personal Experience - Nick Lane MD Customer Service BT Consumer division

In this episode of That DigiPod Dipesh is joined by Nick Lane MD Customer Service – BT Consumer division (BT, EE and Plusnet). Nick leads over 17,000 Customer Care experts helping to deliver a personal, local service and creating standout customer experiences.

In this episode Nick talks through his nearly 20 year career in creating world class personalised customer experiences. Nick discusses the challenges of leading during covid, how setting high standards leads to better customer satisfaction, the importance of being data driven, we also get Nick's views on the new BT digital unit and much more!

Please get in touch and let us know what you think it takes to create a world class product, people and culture - email us at that.digipod@bt.com