Andrew Small
Director of digital workplace, BT
Andrew was appointed director of digital workplace in October 2021.
He leads our digital workplace business for our B2B segments. Digital workplace includes our meetings, calling, contact centre, global voice and edge propositions.
Prior to this, he held positions in the unified communications, collaboration and contact centre markets and focused on growing cloud services within these areas. He joined BT as CEO of customer relationship management businesses within the ventures unit.
Before joining us, Andrew worked for Danish and German technology companies as a product manager, country manager and in consulting roles. He was also managing director of a B2B marketing consulting and analytics business for seven years. Andrew has an engineering degree and PhD from Leeds University.
Blogs and articles by Andrew
Figuring out the future of work
The indications are that people want more choice for the future of work - what matters will be how employees work, not where.
JUNE 2021
The forecast is cloudy with a chance of AI
Our new Autonomous Customer 2021 research with Cisco looks at how consumer behaviour has changed and how handling complex and impassioned conversations with people under pressure has affected agents.
JANUARY 2021
Responding to the rapid rise of digital workplace transformation
For most global organisations, digital workplace transformation is now at the top of their agenda. But adoption at speed presents specific challenges for these businesses.
JUNE 2020
Getting used to our new normal: the digital workplace
Remote working isn’t just about keeping business afloat as we try to turn the tide on Coronavirus, it could be the beginning of a different way of working.
APRIL 2020
Don’t waste money on contact centre technology your customers won’t use
Our new research looks at trends over time to reveal what consumers really want from their contact centre customer experience.
FEBRUARY 2020
Delivering the experience your customers demand
How you can deliver a seamless in-branch customer experience.
MARCH 2019
Transformation is risky for your customer experience
JANUARY 2019
Keeping ahead of changing technology and changing consumer wants
JANUARY 2019
Why monitoring can give your users the best possible experience
Spotting issues with your unified communications can take longer than with your network. Here’s how the right monitoring tool can keep you on the front foot.
JULY 2018
Seven myths about the cloud-based digital workplace
Moving to the cloud’s a daunting prospect. But we’ve seen it all, and we’re here to bust a few myths. Find out why making the switch is easier than you think.
JUNE 2018