TELUS communications inc.
Digital Voice of the Customer
"What are our customers saying and where do we need to focus our improvements?"
"How do we provide a best in class online customer experience to drive online adoption?"
Data strategy + data synthesis + data storytelling
Developed the Digital Voice of the Customer Research Program and enabled a national team of 90+ with access to customer insights leveraged to drive strategy, priorities and projects. By listening to their customers, TELUS was able to decrease unsatisfied visits to www.telus.com by 50% and identify opportunities that reduced $20 million in costs and increased revenues of $30 million.