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My Telstra experience is an agent of change

Date of publication: March 20, 2011

Catalogue: Asia Pacific 2011: Increasing Value Through Simplicity

Companies: Vision Critical, Telstra

Authors: Peter Harris, Bob Sharma, Frederic Anne

Abstract:

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 (mytelstraexperience.com.au) 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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