Our strategy

A strategy that delivers for everyone

Our ambition is bold and stretching: to be the world’s most trusted connector of people, devices and machines.

Our strategy guides us on the journey to meeting that ambition. And our strategic framework explains clearly how our strategy will help us deliver our ambition by generating value for all our stakeholders.

Our strategy is based on three pillars: to build the strongest foundations, to create standout customer experiences and to lead the way to a bright, sustainable future.

  • We’re investing in the best converged network. For us, that means being market leader in new full fibre and 5G networks – with the broadest reach and enhanced capabilities. These networks will provide our customers with faster and more dependable connections, enabling them to do more.

    We are becoming a simpler, more efficient, and dynamic BT Group. We’re simplifying our product portfolio, transforming customer journeys and modernising our digital and network technology. We want to be easier to work for and with – more responsive to customers’ needs and more efficient in delivering for them.

    And we're building a culture where people can be their best. This means becoming more agile and providing outstanding colleague experiences while creating a diverse, inclusive and future-ready workforce.

  • We’re aiming to deliver outstanding service and experience to our customers. That means market-leading customer service, brilliant digital touchpoints, and trustworthy, secure and personalised experiences.

    We’re building smarter, differentiated solutions and outcomes. Customers don’t buy products; they buy solutions to problems. We provide the latest converged, intelligent connectivity services to our customers. And for businesses and governments we also offer differentiated service management solutions. We want our solutions to improve customers’ lives and deliver them the outcomes they want.

    We are creating value through commercial excellence – with leading sales effectiveness, and superior marketing and pricing capabilities. We want customers to feel like they are getting great value from our solutions.

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    5G-ready EE consumer customers

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    security solution product launches this year

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    people in small businesses supported through digital skills training

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    copper and fibre faults repaired on time

  • We’re positioning our corporate portfolio for growth. That means optimising investments, reviewing the assets we hold and picking partners carefully.

    We are exploring new tech-driven growth engines – with connectivity providing a strong base. We’re seeking out opportunities where our assets, capabilities and expertise position us to drive profitable growth and create great outcomes for our customers and country.

    We’re creating a responsible, inclusive and sustainable business. We’re contributing to a better world by investing in digital skills, championing responsible technology and tackling climate challenges and inequality.

    We are building trusted partnering relationships with our stakeholders. As a diverse business, we have many relationships – with customers, colleagues, governments, regulators, suppliers and communities. They’re all critical to our success and we take them seriously.

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    people reached with help to improve their digital skills since 2014/15

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    reduction in our carbon emissions intensity since 2016/17

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    of the electricity we consume worldwide is renewably sourced

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    people learnt or did something new as a result of our Top Tips on Tech campaign