DAZE Melbourne 2015: How we ensure a Bright Future for Telstra in a Digital World

1. Gerd Schenkel
Executive Director
Telstra Digital

2. How we ensure a
bright future
for Telstra
in a digital world.

3. What we had to do first
1. Convince people
2. Build digital channels
3. Get our customers to use them

4. A large and comprehensive
digital channel set
LIVE CHAT24X7 APP
WEB /
MYACCOUNT
SOCIAL
1.5M
views/
m
230,000
members
7m
unique
visitors/
m
2.6m
regular
users/
m
350,000
chats/
m
CROWD SUPPORT
40,000
inquiries
answered/
m

5. 1. 440m digital customer interactions p.a.
2. 55% of all service transactions digital
3. Mobile app now the largest contact
channel for the whole company
4. Significant savings
Proud of our progress

6. 1. Hire the best people we could
2. Do the “technical” work
3. Deliver some quick wins
4. Generate the commercial results
How we did it

7. “Digital First”
• apps to support retail stores, contact
centres, field techs
• connected to our products and processes
à A digital sales & service eco-system
But we’re not done

8. Our Digital First ecosystem

9. 1. Need a “burning platform”
2. The “best people” also need
resilience, patience and empathy
3. Failure is not ok
4. It takes time to get it right
Some key learnings

10. We are not alone