Inclusively | Building inclusion into BT

Identifying the overall vision and strategy across modern telecoms consumer offerings means embracing a wide range of digital products, often including interaction with customers from multiple brands and multiple channels. Thinking inclusively about this set of products and services changes the philosophy as well as culture and strategy in the workplace.

In this video episode of Inclusively, Kevin Lee, chief digital officer of BT’s Consumer unit, discusses his overall approach to building this more inclusive future. He explains how he drives the innovation and creation of products that aim to better support accessibility and are readily available to all – no matter their neurodiversity or disability.

Recognising the challenges that are still to be overcome, Lee also shares how his team looks at universal design principles and digital accessibility standards, creative digital solutions, better internal and external collaboration and amplification of existing solutions to make accessibility the definition of done.


  • Kevin Lee, Chief Digital Officer, BT Consumer
  • Chris Lewis, Founding Director, Lewis Insight
  • Monica Paolini, Principal, Senza Fili
  • Moderator: Kendra Chamberlain, Analyst, Senza Fili

More from the Inclusively series

How to get involved

In this video discussion series produced by Senza Fili, Chris Lewis of Lewis Insight and Monica Paolini of Senza Fili talk with service providers, vendors, regulators and researchers about how inclusive design can benefit all parties involved in the ecosystem and how being inclusive is not just the right thing to do but also a way to generate new revenues from neglected customers for services they need.

Get involved and learn more about how you can shape the discussions