Inclusion helps build a better BT – for everyone

To kick off National Inclusion Week 2025 (15-21 September), we held a panel event here at BT, reflecting on the ways our company culture impacts our people and our customers – and hearing from colleagues on the difference that feeling included at work makes to each of them.

I was struck by the fact that this isn’t something that’s relevant to just one business unit or function in our organisation. As we become the UK’s most trusted connector of people, business, and society, inclusion isn’t just a priority – it’s an important part of our strategy. It’s part of building a better BT for all of us: for our people, our customers and our owners.

BT is investing more than anyone else in the UK’s networks, unlocking huge benefits across society. From enabling 98% of the population to access high-speed internet access by 2030, to providing the UK’s best, most reliable mobile network – our infrastructure is designed to connect everyone for good.

For BT, this means reflecting the customers and communities we serve. When we embrace diverse voices and ideas, we become more innovative, more resilient, and set ourselves up to better serve the UK. In my role as Chief Strategy & Change Officer, I see inclusion as part of the fabric of how we design, build, and deliver our products and services. It’s part of giving our customers what they need – and I’m clear that we won’t get there without breaking down structural barriers to inclusion.

We’ve made some great progress, but we still have much more to do. So, even as this week’s events recognise the steps we’ve taken so far, they also focus us on the road ahead and the work we still need to do.

Accelerating our own progress

As I prepare to take family leave myself for the birth of our second child, I’m reminded that inclusion isn’t just about policies, it’s about creating a culture where everyone feels seen, heard, supported, and able to succeed. That’s why I’m so proud to be the leadership sponsor for our internal Pride network here at BT. Providing accessible, inclusive products and services for all our customers begins with supporting and empowering our people.

I’m proud that BT is making moves to break down barriers to opportunity – whether through flexible working, workplace adjustments for those who need them, through our additional paid leave policies for our people with caring responsibilities or for anyone welcoming a new child, or through our recruitment programmes. We’ve also taken more strident steps, becoming an early signatory to the Can’t Buy My Silence Pledge to end the use of NDAs in sexual harassment cases – a move that will soon be written into UK law. And we’ll apply this same principle in all discrimination cases.

Hearing from our early careers colleagues this week has been particularly powerful for me. I’m constantly inspired by the talent and ambition of our apprentices, who are helping BT build better products and services.

Zainab Onikoyi, Apprentice Researcher, is working on server power optimisation and cyber security, using tools like Python and Wireshark to tackle real-world challenges.

Mya Adiga, Apprentice Network Engineer, values the freedom to learn at her own pace and is already planning to pursue a degree within BT.

Asad Afzal, Apprentice IT Technician, is gaining experience across multiple teams while developing both technical and public speaking skills – and hopes to progress to a Level 6 software engineering programme.

Building connections for all

Looking outward, for BT inclusion also means bringing next-generation networks to every corner of the UK – unlocking the benefits of connectivity for everyone. A great example is our recent project in the Swansea Bay City area, where we’re delivering full fibre broadband to 1,800 hard-to-reach sites. This initiative is designed to support levelling up in under-connected communities, ensuring that no one is left behind in the digital age.

Digital skills are another huge part of this: helping everyone in the UK build confidence and competence online. Whether it’s young talent preparing for the future, entrepreneurs growing their businesses, or older people overcoming digital exclusion, we’re equipping communities with the tools they need to thrive.

Connecting customers to new experiences

The best service for everyone means rethinking customer experiences and products to make them more accessible and user-friendly. It’s why we’ve introduced the EE Additional Needs Centre, helping our retail guides manage and update customer requirements like vulnerabilities or disabilities on their account, allowing us to offer more personalised support.

In a connected world, great technology should work for everyone. From tactile QR codes that help visually impaired customers access setup instructions, to router boxes that are easier to open, and high-contrast modes on our TV products that improve menu legibility – every detail matters.

Looking ahead

This week and every week, I’m clear that when we embed inclusion into our strategy, we unlock potential, performance and purpose. We create better outcomes for our people, customers, our owners and the UK as a whole.

We know we’re not there yet, and we know it won’t be easy or happen overnight. But we do know that by bringing everyone along, we’ll build a BT that’s better – for all of us.