Operating nationally for over half a century , and with a UK presence for more than 25 years , foremost in its strategy is the desire to deliver a great customer experience while driving value from the core and investing in new growth businesses close to the core . Telstra boasts 38,000 employees striving to drive value and create simplicity while aiming to be a world-class technology company that empowers people to connect . It is engaged in a shift from the traditional telco model as it endeavours to become a best-in-class tech-co .

“ Customer experience is how we differentiate ,” maintains Telstra ’ s Managing Director , EMEA , Tom Homer . “ It ’ s at the heart of all the important decisions we make . We use NPS ( Net Promoter Score ) as a way of measuring customer advocacy . That ’ s an industry standard methodology we ’ ve been implementing around the world and it ’ s telling us our

Tom Homer and Dan Brightmore at Telstra ’ s London office

customers think we ’ re getting it right .”

To achieve this customer confidence , Telstra is delivering services supported by over 2,000 staff , mostly based in Australia but expanding globally as its international growth ambition is driven by investing in new businesses close to its core . “ That ’ s been accelerating over the past decade ,” explains Homer . “ We used to be in a joint venture with PCCW ( who were part of the old Hong Kong Telecom ) but exited in 2011 to grow an international telecoms business while simultaneously developing

32 June 2018