In this 30-minute deep dive, attendees will learn how a culture of collaboration helped TELUS transform how we supported customers, employees and drove business outcomes. Instead of positioning collaborative technology as the solution, TELUS worked to change the culture by introducing the behaviors and leadership model needed to truly become an organization that shared information and expertise across the enterprise.
Regardless of location (TELUS has 44K employees in 8 countries), role or tenure, TELUS team members were expected to demonstrate spirited team work. The deployment of collaborative technologies helped support the evolution from a closed, hierarchical model to a open, transparent culture where employees were empowered to help their peers and customers, develop their own career and
The results speak volumes – employee engagement went from 53%-87%, customer likelihood to recommend jumped 20% and share price more than doubled since 2010.
Injustice - Developers Among Us (SciFiDevCon 2024)
How TELUS used collaboration to change our culture and drive business results
1. HOW TELUS USED COLLABORATION TO
CHANGE OUR CULTURE AND DRIVE BUSINESS
RESULTS
BRYAN ACKER | @bryan_acker
Culture Change Ambassador | TELUS Transformation Office
Culture is your competitive advantage
2. Page 2
TELUS is a complex organization
44,000 employees Multiple countries
Unionized work
force
More than a
telecom
Flexible work styles Diverse age ranges
$12+ billion Vast product lines
13.7m+ customer
connections
3. Page 3
Why did we need to change?
Flat customer sat results
Frustrating career development process
Command and control model
Employees felt they weren’t being heard
4. 53 58 54 57
0
20
40
60
80
100
2007 2008 2009 2010
TELUS Employee Engagement
“Say, Stay, Strive”
How did we really know things we’re bad?
5. HOW DID WE CHANGE?
Culture is your competitive advantage
6. 6TELUS Confidential Customer Experience I Leadership SummitCustomer Experience • Page 6
Started with team members and then focused on “YOU”
Continuing to
foster our
internal
culture for
sustained
competitive
advantage
Putting
Customers
First to provide
focus and
direction for
each role
Putting customers first
became our #1 strategic
priority in 2008
7. Page 7
We focused on people and culture
Learning
Leadership
Collaboration
Community
Recognition
Pervasive learning model
TELUS Leadership Philosophy
Habitat Social and enterprise tools
We give where we live®
Many options for diverse groups
Transformational drivers
8. Page 8
Concerns
Collaboration strategy
Employees don’t understand why collaboration is important
No easy mapping for improvement
Subject matter expertise cannot be shared easily
Employees don’t develop the behavioural collaborative practices
needed to fully adopt a new technology
How could this impact our business?
Employees only understand how to use collaborative tools to perform specific tasks;
organization won’t develop a culture of collaboration
Missed opportunity to develop informal coaching, mentoring and development
communities
Without explaining the “why” behind using technology, employee adoption & usage
at risk
9. Page 9
Structure must enable purposeful collaboration
collaboration• Must be meaningful to multiple teams and groups
– Searchable using multiple contexts
– Scale to support various business lines & locations
– Short learning curve
Not all teams and business units are created equal.
Our
Needs
The
Result
Multiple
Learning
Paths
Job Families Role
Values
Attributes
Work Styles
Diversity &
Inclusiveness
Safety
Technical
Certifications
10. Page 10
What’s in it for me?
Users need to understand not only why am I learning
this but how can it help me do my job?
15. Page 15
Senior leader buy-in and regular visibility
Are senior leaders role modeling the new collaborative behaviours?
VLOGS BLOGSMicroblogs
SVP & President TELUS Retail LtdSVP Consumer MarketingRewarding early adopters with
breaking news
25. Page 25
Absenteeism is on the way down
Average Canadian rates TELUS
Year
Average all full-time
employees
For organizations
with >500 employees
For unionized
organizations
absenteeism per
full-time employee
2015 7.5 9.1 11.1 6.1
2014 7.4 9.0 11.3 6.2
2013 7.4 9.3 10.9 6.5
2012 7.7 8.9 11.0 6.8
2011 7.6 9.2 11.4 7.3
Reduction of ~ 100,000 days/year 7.9
26. Page 26
Global Leadership in Shareholder Return
Year TELUS’ world ranking vs.
incumbent telcos
% points ahead
of no. 2 peer
2010 #1 +18
2011 #1 +33
2012 #1 +64
2013 #1 +83
2014 #1 +43
2015 #1 +82
Since 2000, total shareholder return is 338%