WELCOME TO THE LATEST ISSUE OF BETWEEN THE LINES
This edition of Between The Lines is focused on the future.
In particular, it’s about the future of networks, the future of key services that run over networks, namely broadband, and the future of BT Wholesale itself.
In one of the lead articles, Sally Davis, BT Wholesale’s newly appointed chief executive discusses her vision for the business and what this means for her customers. In the interview, Sally outlines why delivering a fresh customer focus is a major priority for her. She also highlights her determination to lead BT Wholesale into becoming number one for customer service, a ‘Right first time, every time’ organisation.
In The Network Has Gone Soft, Matt Beal, Director of Strategy, BT Design, tells us that networks are moving away from being focused on hardware, to becoming very much software-driven. A view that is very much behind the development of BT’s new 21st century network (21CN).
BT Wholesale’s Director of Product Management, Angus Flett, reflects on the future of broadband services, explaining that consumers and businesses have shifted from seeing broadband as a ‘nice to have’ to seeing it as a complete necessity. He argues that PCs may, in due course, be replaced by TVs, mobile phones, the broadband devices of choice and discusses the impact of all this for Communications Providers. Angus’s interview can also be downloaded as a podcast from the btwholesale-engage website.
And much of what Angus tells us is backed up by a recent report from Ofcom – featured in another Between The Lines story this issue. Ofcom’s study reveals how consumers are increasingly bringing broadband into their living rooms, accessing TV, internet radio, user-generated content, social networking and other services from their sofas - no longer from a drafty corner in their spare bedrooms.
I hope you find these insights into the future very illuminating.
To download a PDF of the complete e-zine, just click on the link at the bottom of the right hand menu. Some of the stories link through to other resources and information on BT Wholesale Engage, our multimedia portal that provides news, views, comments and customer research. 
Finally, don’t forget, we'd like to hear your views so please get in touch.
Steve Haines
Chief Operating Officer Wholesale Markets
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