BT Ireland wins the 2024 “Using CRQ for Growth” Award
We have been privileged at Deep-Insight to work with BT Ireland since 2008 when they first started on their journey towards becoming one of Ireland’s most customer-centric companies.
It has been a long and successful Customer Relationship Quality (CRQ) journey for them. Initially, the BT Ireland leadership team worked hard on identifying and addressing its clients’ major service issues. Then they progressed to the more enjoyable part of the journey – collaborating with clients on new innovative technology-based programmes.
In recent years, the BT Ireland leadership team took a more commercial focus to CRQ. They used detailed customer insight, along with externally validated propensity to buy, to identify clients where they could develop further solutions to their business problems.
BT Ireland discovered that the excellent relationships they had built over years was critical to driving revenue growth with clients that continued to be delighted by their offerings. Not an easy task in an industry where, every year, customers expect better telecommunications solutions for less cost.
Well done, Shay Walsh, Aaron Carroll, Therese Gunning, Gillian McMahon, Paul Byrne, Peter Evans, Alan Shanley, Conor Patterson, Cathal O’Toole, Priscilla Regan and the wider BT Ireland team!
Rose Murphy
The BT Ireland leadership team were helped by an army of service managers, account directors and engineers. They were also guided by a CX team led by Barry O’Shea, Mary McDonagh and Deirdre Tyrrell whose great CX efforts have been recognised globally in recent years.
Shay Walsh, Managing Director, BT Ireland (left) commented on the Deep-Insight award:
“We are absolutely thrilled to be recognised in the category of ‘Using CRQ for Growth’.
Working with the team in Deep-Insight we challenged ourselves collectively to convert our top quartile CRQ scores to income growth. This brought a focus on widening our contacts base within our client base and creating a watch list of customers who needed more focus from our customer-facing teams.
The additional insight and broader awareness informed how better to serve our customers and ultimately how we achieve the dividend of growth from CRQ.”
About BT Ireland
Your trusted provider to a connected world.
We’re one of the world’s leading communications services companies. The solutions we sell are integral to modern life. Our purpose is as simple as it is ambitious: we connect for good. There are no limits to what people can do when they connect. And as technology changes our world, connections are becoming even more important to everyday life.
Today, that’s truer than ever. The connections we make are helping solve the world’s biggest challenges such as the global pandemic, climate change and cyber security. Through the power of technology, we’re supporting customers to live, work and play together better.
For more information, go to www.btireland.com.
About Deep-Insight
Deep-Insight is a leading European B2B Customer Experience (CX) company founded in 2000 by a small team of ‘magicians’ with one goal: researching a way to read customers’ minds. Today, Deep-Insight supports customers all over the world with the skills, tools and methodologies to establish and operate world-class Customer Experience (CX) and Employee Experience (EX) programmes.
For more information, go to deep-insight.com or email us at sales@deep-insight.com.