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Customer experience Sep 23, 2022


BT Ireland has won the Best Measurement in Customer Experience award at the European Customer Centricity Awards, the culmination of a decade long journey that has seen the communications and IT services provider transform itself into a customer centric organisation.

The European’s Customer Centricity Awards 2022 were held in Budapest, Hungary, on 16 September 2022 where 76 companies across 29 countries competed. BT Ireland were also shortlisted for the Customer Experience Team and Customer Centric Culture awards  where they were highly commended by the judges. 

Shay Walsh, managing director of BT Ireland, said, “We are delighted to have our customer experience journey recognised by the judges, particularly after a pandemic that has greatly challenged companies on how they look after their customers. Everyone in BT Ireland understands the importance of putting the customer at the heart of what we do, and that has allowed us to build deeper and stronger relationships with our customers.”

“Customer experience has become a differentiator for us in the market in Ireland, which is a huge change from over a decade ago and it’s testament to the hard work of everyone in BT Ireland.”

BT Ireland has worked alongside Deep-Insight, a European customer experience organisation, on its relentless continuous improvement plan for customer service.  Shane O’Regan, Insights Consultant with Deep Insight, commented, “Being excellent in CX takes a certain restlessness, bravery and willingness to change based on your customers voice. I see so much of that at BT Ireland and with this team - keep up the great work!”

The latest CX scores BT Ireland has received from Deep Insight demonstrates the progress it has made in the area of customer experience, BT Ireland is in the top 10% of customer service companies.

The inaugural European’s Customer Centricity Awards run by ARCET Global had over 200 Entries from over 76 companies across 29 countries. After a difficult shortlisting, 119 Finalist Entries across numerous sectors were evaluated by large panels of independent expert judges. The European Awards saw 360 attendees turn out over the two days from 35 countries.


About BT Group

BT Group is the UK’s leading provider of fixed and mobile telecommunications and related secure digital products, solutions and services. We also provide managed telecommunications, security and network and IT infrastructure services to customers across 180 countries.


BT Group consists of four customer-facing units: Consumer serves individuals and families in the UK; Enterprise and Global are our UK and international business-focused units respectively; Openreach is an independently governed, wholly owned subsidiary, which wholesales fixed access infrastructure services to its customers - over 650 communication providers across the UK.

For the year ended 31 March 2022, BT Group’s reported revenue was £20,850m with reported profit before taxation of £1,963m.

British Telecommunications plc is a wholly-owned subsidiary of BT Group plc and encompasses virtually all businesses and assets of the BT Group. BT Group plc is listed on the London Stock Exchange.

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About the Awards

The European Customer Centricity Awards is the ultimate gathering of Customer Centric Organisations from across Europe. Now in its 3rd year, the Program doubled in size with more best practice from more companies and countries than ever before. All of ARCET Global's awards are Certified by the Customer Institute and their scoring model is endorsed by the University of Chester Business School in the UK.

For more information see here: European Customer Centricity Awards (