Why we need to change the face of networks in the UK

Today, as CEO of the new Consumer division of BT Group – comprising EE, BT and Plusnet – I’m proud to have unveiled our ‘Best Connected’ plan.

 Our Best Connected plan will change the face of networks in the UK.

Change is necessary to give our customers what matters most to them: the best connections, the best service and the best experiences.

Change is not always straightforward. Twenty years ago at SEGA, I launched an online games console before anyone had a broadband connection. We tried to change the market, but the connectivity and the technology was not there to realise the machine’s full potential.

When I launched 3G with 3, it took us a long time to roll it out. It was a necessary change, but the technology promise did not match the customer experience. The launch of 4G with EE, however, has brought a rapid and profound change in the way people use their devices, and it has had a real impact on how people live their lives. 

Now our customers are demanding more. Now change is driven by what they want. Our customers demand better coverage, faster speeds and more reliability. They want to be connected wherever they are, whatever device they are using – and for all their devices to work better together. And they want great customer service. 

For us to be able to deliver all of this, we need to change. It is how we will stay ahead. And it is how our customers will use technology in ways they don’t even know they can yet.

We want our customers to be able to use WiFi calling to make a call on the Tube, step outside onto 4G and then straight on into the office lift without ever dropping that call. We want them to receive calls from their friends and family in their car, or over their TV or smart speaker just as easily as they can from their mobile or home phone. And we want vulnerable or isolated customers to have a better, more reliable connection.

This is why we are changing the face of networks in the UK. We’re creating a converged, smart network bringing together broadband, 4G and WiFi.

You might have heard of other networks in other countries talk about convergence. To do all of these things, our ambition is to be the best for convergence, bringing together the best networks, products and services from each of our three brands to offer customers more choice, flexibility and opportunity.

We’re continuing to roll out 4G coverage to more places than any other operator, we’re still working to be the first to launch 5G in the UK, we’re investing in our WiFi hotspots across the country, and we’re rolling out ultrafast fibre to millions more homes.

But we’re also looking beyond 4G, 5G, WiFi and home broadband. These don’t have to be separate things – they’re all part of one converged, smart network.

For us, change is about looking at everything we do. Customers want great customer service, so we are changing things there, too. We are bringing all of our BT call centres back to the UK and Ireland in order to offer a personal, local service wherever our customers are in the UK. We’re also bringing BT back to the high street in our EE stores. Our aim is to provide the most personal customer service in every channel, whether speaking with one of our advisors over the phone or online, or asking for advice in one of our 650 stores.

And we want to continue to work with the best partners to bring the latest technology, content and experiences to our customers. In fact, we’re working harder than ever to make the changes that will keep our customers connected to the things that matter most.

You can read more about our Best Connected plan here. It is the beginning of our journey to create one converged, smart network that will change things for the better for all of our customers across the UK.

Join my smart, converged network on Twitter (and Instagram) @marcallera