Making Retail PersonalA Personalized Mobile App

Alison Chu & Matthew Apostoli

ABOUT TELUS

WHO IS TELUS?

Major Canadian telecomcompany

Consistently #1 in overall team engagement

Most trusted mobile provider in Canada

Leader in network excellence

First Canadian company ever recognized as the world’s most philanthropic

WHO IS TELUS RETAIL?

CORPORATESTORES367

BRANDSTHREE

3000+ FRONTLINETEAM MEMBERS

DISTRIBUTIONNATIONAL

TELUS Proprietary

A TELUS STORE

6

OUR JOURNEY

A CASE FOR CHANGE

8

Proliferation of products & services

over time

Changing customer needs & expectations

Evolution of team member needs and

our workforce

Changing shopping patterns &

reduction in retail traffic

Increased focus on profitability & cost-

containmentCHANGE

OUR VISION & GUIDING PRINCIPLES

BUILD A BUSINESS OWNERSHIP CULTURE

EVOLUTION OF THE OPERATING MODEL

SIMPLIFIED MEASURE OF SUCCESS

PEOPLE CHANNEL BUSINESS DEVELOPMENT

ENABLE WITH DYNAMIC, ACTION-DRIVEN TOOLS

A NEW OPERATING MODELSTORE ROI MODELA SIMPLIFIED WAY TO MEASURE BUSINESS SUCCESS

SALES VALUE SALES TRANSACTIONS SALES VALUE

PAYROLL HOURS PAYROLL HOURS SALES TRANSACTIONS

SALES PER HOUR VALUE PER TRANSACTIONSTORE ROI

1 2 3

DOMO BRINGS THE MODEL TO LIFE

11

INTRODUCING THETELUS STORE MANAGER APP

BEFORE THE APP TODAY

CHANGE MANAGEMENT

12

BETA LAUNCH to select group to gather feedback

FIELD ADVOCATE TEAM assembled to ensure tool is ‘built by the team, for the team’

AREA MANAGER ROLLOUTto begin acclimatizing leaders to tool prior to full-scale rollout

USER CERTIFICATION launches with a 5-phased training approach

PHASE 1 STORE MANAGER ROLLOUTto build advocacy & expertise

1

PHASE 2 STORE MANAGER ROLLOUTto all SM’s, with support from AM/SM advocates

2

March May June July August Sept March

EXECUTIVE SPONSORSHIP

LESSONS TO SHARE

CO-CREATE & COLLABORATE

TRAIN & REINFORCE

LEADERSHIP SUPPORT

CUT THE CORD

CREATE & ITERATE

QUESTIONS?

THANK YOU