Telstra
Telecommunications & Enterprise Services Provider (Australia)
The Challenge
Telstra sought to reposition its brand with a renewed focus on customer experience and service excellence.
Despite strong market presence, it faced increasing churn, rising service costs, and internal silos that made consistent experience delivery difficult. The challenge was to rebuild trust, simplify complexity, and embed customer-centric ways of working across the enterprise.
Key Results
+7 point Strategic NPS uplift (+5 to +12)
$10M cost savings in six months
$600M in cost avoidance through CX-led investment governance reform
CX capability uplift across 22,000 employees with a shared language and mindset