Case Study: BT Consumer achieves higher customer satisfaction and faster onboarding with Axonify

BT Consumer - Customer Case Study

BT Consumer (part of BT Group) faced a major customer-service challenge: customers preferred UK-based advisors and wanted their issue resolved on first contact, so BT created 2,200 UK advisor roles and needed highly effective training that would cut onboarding time without sacrificing service quality. Jasha Fletcher, Head of Learning Solutions & Architecture, led the effort to find a solution that matched varied learning styles and made knowledge stick.

They chose Axonify for its brain‑science foundation, adaptive microlearning, gamification and confidence‑level questioning, plus robust reporting. The platform delivered quick wins—better manager insight and senior buy‑in, more engaging and social learning, faster onboarding, higher advisor focus and engagement, and measurable improvements in customer satisfaction, repeat calls and handling time.

BT Consumer

Jasha Fletcher

Head of Learning Solutions Architecture