My Telstra experience is an agent of change

Date of publication: March 20, 2011


This paper addresses a case study where one of Australia's largest and most complicated companies increased the value of research through simplicity. Telstra created an innovative large scale customer community ( designed to measure the customer experience journey. The goal was to make the process for giving customer feedback simpler and in a collaborative, co-creative and iterative fashion that has resulted in fresher insight generation and accelerated innovation.

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