BT Ireland’s Shay Walsh spoke to about how the last year has shaped the customer experience landscape.

While keeping customers happy is always a key goal for businesses, the Covid-19 pandemic placed a particular focus on the importance of understanding customers’ changing needs.

“Overnight a lot of our customers had to have their employees working from home, they had to have remote access to their services, their IT services, their platforms, and that really brought into play how close you are to your customer,” said Shay Walsh, BT Ireland’s managing director.

This sudden shift shone a light on whether companies really understood their customers – something that needs long-term commitment to achieve, according to Walsh. “You can’t become a trusted adviser overnight, you have to have that embedded in your relationship.”


Words by Jenny Darmody