BT.com worked with marketing agency LBi to create a new online strategy. LBi conducted user research including interviews and usability testing to understand challenges. They developed a strategic brief and iterative process using scrum methodology. The new strategy focused engagement and saw conversion uplifts of 28-129%. Ongoing measurement uses a KPI framework to track metrics like visits, orders, and customer understanding at each stage of the customer journey. The updated strategy has helped existing customers and integrated campaigns.