Shanna Pedersen
Shanna Pedersen is Head of Customer Experience for the corporate division in BT and is responsible for building a customer-centric culture and transforming the way they do business.
With a career centered on the customer, Pedersen has extensive experience in telecoms and has held a breadth of leadership roles in operations, service, sales and strategy. She is currently delivering industry leading improvements in NPS (Net Promotor Score) and has helped transform her part of the business into a role-model division.
Pedersen believes that customer experience is about the size of the gap between the customer’s expectation and what is delivered. She is passionate about focusing on how the organisation can close or even exceed in closing that gap in order to delight customers and through this to deliver growth to the business.
More content by Shanna Pedersen
BT’s key culture lessons for award winning CX
December 18 by Shanna PedersenShanna Pedersen shares some of the key lessons CX award winner BT has learned so far on its journey to build a customer-first culture.
Culture changes that unlocked a drastic NPS point boost for BT
February 08 by Shanna PedersenShanna Pedersen, Head of Customer Experience, Corporate at BT explains how the telecoms provider sculpted their bespoke customer centric culture.
