ITIL AND THE GLOBAL CUSTOMER EXPERIENCE: Podcast interview with Roel Louwhoff, president, customer service and network operations, BT Global Services

Play Podcast  (Right click to download)

BT Global Services is one of four business units that make up the BT Group, a $28 billion international provider of IT services and solutions. The group employs 30,000 people, operates in 136 countries, and connects more than 160,000 customer sites. BT Global Services provides BT Group's customers with services like desktop and network equipment and software, and transport and connectivity; for several consecutive years, it's received an "excellence in customer service" award from Frost & Sullivan, a leading IT research firm. BT Global Services got the awards for two reasons: (1) delivering proactive management and improved communications and engagement with customers; and (2) its unique global service operating model, which demonstrates key capacities from service relationship management to service delivery.

Roel Louwhoff, president, customer service and network operations for BT Global Services, makes sure his staff of 14,000 employees provides exceptional in-bound and out-bound customer service. Yet, when Louwhoff joined BT Global Services, it consisted of disparate entities from joint ventures, regional organizations, acquired companies, and services. His first task was to decide how to restructure the organization, using a business model that would "seamlessly provide a consistent customer service experience throughout Europe, Asia, and the Americas." The new business model included standardized operational processes for service delivery and service support, with the IT Infrastructure Library, or ITIL, providing the framework. Join us for a conversation with Roel Louwhoff, on developing seamless customer service across continents and cultures, and how ITIL helped him build his organization into an award winner.

Resources

Meeting Customers' Requirements in a Converged World

Interview, Roel Louwhoff, BT Global Services

When Services Converge

BT Global Services

Bio

Since June 2004, Roel Louwhoff has been president of customer service for BT Global Services, BT's international business services and solutions division. Leading a team of 14,000 employees, he is responsible for providing a seamless and consistent customer experience throughout Europe, Asia-Pacific, and the Americas.

Roel Louwhoff joined BT in early June from ClientLogic Corporation, a leading international business process outsourcer in the contact centre and fulfillment industry, where he held the position of chief operating officer -- international operations. Before joining ClientLogic, Roel was chief operating officer at SNT Group, a European call center provider, and prior to that, he worked in Andersen Consulting's change management and CRM practice in Europe and North America.

Louwhoff, 38, holds an MBA from the Rijksuniversiteit Groningen in the Netherlands and has completed the Advanced Management Program at Harvard Business School.

Resources

Production Credits

Elizabeth Ferrarini, Producer
Dana Farver, Executive Producer, Communities Editor-in-Chief
Tom Parish, Audio Producer, Show Host