Trends Report

Shift From CX Theory To CX Practice

Telstra Begins The Hard Work Of Operational Excellence

January 6th, 2017
Frederic Giron, VP, Senior Research Director
Frederic Giron VP, Senior Research Director
Dan Bieler, Principal Analyst
Dan Bieler Principal Analyst
With contributors:
Dane Anderson , Diane Deng , Bill Nagel

Summary

Telstra is betting big on its ability to transform itself by overhauling its core business operations and capabilities while simultaneously embracing new growth opportunities. This report provides an update on the telecom service provider's customer-obsessed transformation journey as its CEO attempts to reboot the company's operating model and institutionalize customer experience (CX) maturity. CIOs and other business technology leaders can learn from Telstra's experience and apply these lessons to their own organizations' CX-led transformation initiatives.

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