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 [email protected]