Customer service in the social age
Warren heads up BT's vast customer services operation, which looks after millions of customers. He is a passionate advocate of increasing customer retention by boosting multichannel engagement and customer satisfaction, and will provide a big picture view of the challenges and opportunities large organisations face in this modern, connected and highly social age.
About the speakers
Warren Buckley, Managing Director, Customer Services, British Telecom
Warren has more than 20 years experience in customer service and, more recently, e-service. This includes positions at the major telcos Vodafone, Orange and now BT. At BT Warren is responsible for all customer services activities for 15 million BT Retail Consumer Customers including 10,000 staff, 45 centres in UK and India. If you've ever had a customer service letter from BT then it probably has Warren's name and signature at the bottom of it...
