The channel’s Women in Technology agenda has hit an inflection point where heightened awareness must be converted into tangible progress – and men need to play their part.
Wed, 9/08/2023 - 12:19
Gigabit Networks co-founder David Yates cited Ben Hustwayte’s customer focus as a key asset when appointing him Head of Consumer Business in July.
During his eight-year tenure at CityFibre, Hustwayte proved his credentials in developing strategic partnerships and propositions, but also ensured the customer was put first.
He will look to recreate this success at Gigabit Networks, expanding the provider’s consumer business as it moves to national sales, whilst not sacrificing levels of customer experience. Here, Hustwayte discusses this balancing act, shares his aims and ambitions and talks about the take-up in the fibre sector at large.
In growing Gigabit's Consumer Businesses, what are your priorities, and what are the challenges associated with these?
My top priority is growing Gigabit Networks' consumer customer base whilst continuing to deliver exceptional customer experiences. In partnership with our key strategic suppliers, I aim to expand our network's reach and ensure we are at the cutting edge of product development.
Gigabit Networks understands that connectivity is essential for modern living, and our challenge lies in educating consumers about the unparalleled benefits of full fibre, dispelling misconceptions, and addressing any cost concerns.
Additionally, ensuring efficient installations and providing the highest quality customer support is critical to our growth strategy.
What are your targets across consumer uptake?
I aim to expand our customer base significantly. Our targets for growth within the consumer business are ambitious yet achievable due to our partnerships with strategic suppliers, including CityFibre, Full Fibre and Fibre & Wireless.
As mentioned, a concurrent aim as we set our sights on expanding beyond our current footprint, is to not let the standards across our products and service drop. This commitment serves as the cornerstone of our approach as we navigate this period of growth.
Would you say fibre uptake is slow across the UK, or are the current figures to be expected?
In Gigabit Networks' short history, there has been fantastic uptake of our full fibre services. There is a clear desire from consumers to move away from established incumbent suppliers to emerging brands within the market.
The journey of transitioning from established incumbents to agile and attentive alternatives signifies a fundamental change in how consumers perceive and engage with their connectivity providers. This shift serves as an encouraging testament to the value we offer and underscores the immense potential for further growth for challenger brands in the full fibre space.
Where is altnet value moving to, and how best can the altnet community capture that value?
The value proposition that altnets extend to their wholesale customers is rooted in fostering strategic partnerships, presenting enticing product portfolios, and providing robust go-to-market assistance.
Altnets that actively cultivate healthy competition on their platforms stand to reap rewards in the form of heightened penetration rates across their RFS footprints, lower rates of churn and higher value delivered directly to end users.
If you could transform any area of the UK altnet/fibre industry, what would it be?
As full fibre becomes available in more and more households across the UK the paramount focus should be on elevating the customer experience. Ensuring processes like one-touch switching are implemented across the industry will allow consumers to make more empowered decisions on their provider without the difficult process currently involved in migrating services.
Where is your company on its full fibre journey?
We are continuing to relentlessly push forward with our mission to bring high-speed, reliable, and future-proof connectivity to businesses and homes. We put our customers first to ensure that their connectivity is never the limiting factor in their connected lives.
With the business launching in early 2020 we understand how high-quality reliable connectivity for homes and businesses is essential for people to feel connected, both personally and professionally. We have seen amazing growth within our customer base over the last 3 years, and we now look to build on that growth to become a significant player in the full fibre market.
Any other comments?
I joined Gigabit Networks because the existing team are driven by a passion for connectivity that empowers communities, drives innovation, and transforms lives. The commitment to delivering world-class full fibre solutions is woven into the DNA of the organisation. In my new role, I hope to be a part of a future where every individual and business has access to the digital opportunities that full fibre enables.
