BTC has wrapped up a successful Customer Experience (CX) Month, highlighted with a series of initiatives that strengthened its people, helped customers do more through digital solutions and recognized team members who consistently deliver exceptional experiences. The 2026 CX Month theme was, “Elevate: Strengthen Every Growth Interaction.” Throughout the month BTC’s CX Team highlighted the vital role employees play in creating meaningful and memorable experiences for customers.
As part of its ongoing investment in customer service, BTC recently welcomed sixteen new team members to its Contact Centre, bolstering the team’s capacity to support customers across a range of channels. The new hires are being equipped with the skills, knowledge and tools needed to confidently assist customers while delivering service aligned with BTC’s commitment to excellence.
“Great customer experiences are built on good customer service, and that starts with us. By investing in our team members, particularly those on the front lines interacting with our customers every day, we are strengthening our ability to deliver service that is responsive, personal and consistent,” said K. Teneile Simmons, Head of CX Contact Center Operations at BTC.
“CX Month gave us the opportunity to not only celebrate the work being done, but also to look at how we can continue to elevate every interaction and make it easier for our customers to do business with us,” Simmons continued. Digital customer support was a key focus for the month. The CX Team hosted a Focus Group to highlight BTC’s digital support channels. The session showed customers how to use the company’s digital support suite to get help, manage their services, and make the most of the tools available.
The session also gave the team a chance to connect with customers, gather valuable feedback and show how convenient digital channels can be as BTC continues to evolve theways customers connect with the company.
“Our customers are increasingly looking for simple, convenient, and accessible ways to get support and our digital channels are an important part of that journey. We want our customers to feel confident using these tools and know that support is available when and where they need it,” Simmons ended. BTC’s CX Month activities culminated with the CX Quarterly Awards, which honoured employees who showed a strong commitment to exceptional customer service and went above and beyond to create positive customer experiences.
From welcoming new members to the Contact Centre, advancing digital support and celebrating employees who consistently put customers first, BTC’s CX Month activities reinforced the company’s commitment to elevating every interaction and strengthening the customer experience at every touchpoint.
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