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Success for C2M event
Friday September 05th 2008. Posted: 14:34
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The event enabled senior managers to share best practice
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Around 20 senior managers from across the company have taken part in a concept-to-market (C2M) day aimed at sharing best practice.
C2M is one of the three key processes that form part of the 21st century customer experience programme - the others are lead-to-cash and trouble-to-resolve. Programme leader Mike Galvin is urging the business to put increasing focus on C2M to help BT achieve its goal of being number one for customer service. According to BT Design director for C2M Chris Marwood, the event in London this week sought to create a C2M community of interest. He said: “Through a series of presentations and interactive discussion sessions, a common level of understanding was achieved and key areas of learning shared.” He said the day had offered a great opportunity for BT’s leaders in C2M programmes - from BT Retail, BT Global Services, BT Wholesale and Openreach - to share experiences, debate issues and ask questions. “It was also a chance to collate cross-company views on how we can improve the product development process - and the overall quality of our products - and ensure a great customer experience by getting product launches right first time,” he said. Chris added that the event had been very positive and further events would be organised to tackle the key issues and challenges raised in line with C2M leaders’ needs. “Future events will include representatives from BT Design and BT Operate and will feature company-wide issues such as reuse and end-to-end testing,” he said. General manager for customer and channel experience in BT Global Services Martin England, who attended the event, said: “This was a day well spent and demonstrated the benefits of sharing learning and experience across lines of business. I certainly took away examples of where we can improve our processes, particularly in the areas of standardisation and reuse.” Further information is available on the C2M website.
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Last updated:
10:56