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Case Studies


How BT uses research for improved performance

How BT uses research for improved performance

BT is one of the world’s leading providers of communications solutions and services.

Activities include networked IT services; local, national and international telecommunications services; and higher-value broadband and Internet products and services.

It consists of five lines of business: BT Global Services, Openreach, BT Retail, BT Wholesale and BT Group Strategy and Operations.

Despite the recent, dramatic changes in the telecoms market, BT continues to dominate. However, pressure from the Regulator and the emergence of new competitors has eroded prices and market share.

BT understands that customer satisfaction with current services and the desirability of new ones are key issues.

This case study shows how results from ongoing research are used to improve services and create ideas for new services.

Click on the link below to read the report in full.

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