Video

Mike Rake - Chairman BT

On joining BT

It’s a tremendously vibrant, interesting industry. It’s fascinating, complex, challenging. And at the same time the people in BT are I think very enthusiastic, very committed to BT, committed to their customers and committed to their communities, and really, really very dynamic and I mean that is everyone I have met.

On BT’s challenges

This right first time customer service thing is hugely important in a big organisation globally. And we’ve got to really be able to ensure that we get the customer thing first and foremost in our minds -regardless of geography, regardless of the line of business and regardless of reporting lines.

On being global

The main issue here is cultural. We have here in BT a great organisation, a great history. Particularly in the last five or six years BT has completely transformed itself and moved globally. Clearly the biggest part of BT is in the UK. Its history in that sense, it’s immediate history, has been in the UK. So I think the key is about having an open culture; an open and consistent set of values and behaviours around the world.

On corporate governance

It’s critical that we are seamless and clear and compliant in an effective way with legislation around the world and with our filing requirements and corporate governance requirements and that we do this in an effective manner.

On social responsibility

I think it’s great, I think it’s important and I think it is important to business and for moral and business reasons. And I think it is part of the fabric of the culture of the organisation and I intend to take close interest in CSR activities in BT Group globally.

On success

I think really good would look like BT having made enormous strides and progress in customer service and reliability in the retail level. Having dramatically improved its cash, operational and margin capabilities, returns to its shareholders and to its people as a result of doing that.