About Roxanna Mohseni

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About Intelligently engaging customers to increase online sales

Roxanna Mohseni, Head of Online Sales at BT, will share her experiences of transforming the customer experience on BT.com to make it the customers’ channel of choice. New research-based design, streamlined and automated order journeys, fewer clicks to self-serve, and real-time live chat engagement are all combined to deliver a great customer experience and record levels of online sales.

• Site design methodology

• How we focus on conversion

• Automated order journeys

• Using online chat to drive engagement

• Looking to the future