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Abby Thomas

Abby Thomas
GM Customer Journey Transformation
BT Consumer

Abby leads customer experience change programmes for BT Consumer, with a particular focus on digital transformation – including developing apps, BT’s online self-serve capabilities and the advisor desktop that supports contact centre enquiries – and customer journey improvement in sales and service, underpinned by process and organisational design. Prior to BT Abby worked as a management consultant in the TMT, utilities and retail sectors, advising a number of global or FTSE 100 clients on sales, service and online initiatives to transform the customer experience.