News Summary:
On September 18, 2026, BT, in partnership with Wipro, received the Gold Award for Best Innovation in CX at the UK Customer Experience Awards 2024 and the Bronze Award at the International Customer Experience Award 2024 in the Best Digital Transformation – Strategic Approach category. Earlier that day, BT Group announced Mark Gregory, formerly general counsel at Rolls-Royce, as its next chief legal and public affairs officer, succeeding Sabine Chalmers, who is retiring from the role. Also on September 18, BT issued an urgent alert, urging UK landline users to check their phones ahead of significant changes to how homes make calls, described as one of the biggest shifts in over 100 years. Previously, on September 17, Openreach, the UK's largest fibre network operator, disclosed its use of AI tools to prevent thousands of full fibre broadband cancellations each month, addressing deployment obstacles and delays. On the same day, Openreach confirmed that a fault resulting from an overnight software update at its Cowes exchange caused a broadband outage, leaving hundreds of customers across parts of the Isle of Wight without internet; engineers have since completed repairs and restored services.
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