Gerd Schenkel Executive Director Telstra Digital

How we ensure a bright future for Telstra

in a digital world.

What we had to do first

1.  Convince people 2.  Build digital channels 3.  Get our customers to use them

A large and comprehensive digital channel set

LIVE CHAT 24X7 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  

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

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

“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

Our Digital First ecosystem

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

We are not alone