Vodafone
Telecommunications Provider (Australia)
The Challenge
Following the merger of two major telecommunications players, Vodafone faced fragmented culture, inconsistent customer practices, and declining satisfaction.
With two distinct operating models and service philosophies, there was no unified customer strategy to align priorities, performance, and behaviours.
The challenge was to create a clear CX vision, define the ecosystem, and embed customer-centric thinking across the business, establishing a scalable model for service excellence.
Key Results
+20 point NPS uplift in 8 weeks (- 4 to +16)
25% improvement in service productivity
33% reduction in call volume
$30K MoM cost savings