Paul Migliorini. Managing Director South East Asia & Australasia BT

Transcription

1 Paul Migliorini Managing Director South East Asia & Australasia BT

2 Taking the conversation around the globe global executives

3 Taking the conversation around the globe... 9 months

4 Taking the conversation around the globe... 8 cities

5 A history dating back over 150 years...

6 A history dating back over 150 years corporate customers

7 A history dating back over 150 years... in 176 countries

8 A history dating back over 150 years... $1 billion in R&D

9 Four main trends The unbalanced economy Instant globalisation The power of the individual An end to limitless resources

10 The unbalanced economy

11 The unbalanced economy Over the next 5 years 40% of the world s luxury products will be bought in China

12 The unbalanced economy The $2k TATA Nano

13 Instant globalisation Speed

14 Instant globalisation Digitisation

15 The power of the individual

16 The power of the individual The Arab spring

17 An end to limitless resources Innovation

18 An end to limitless resources It is an acknowledged truth in philosophy that a just theory will always be confirmed by experiment Thomas Malthus

19 Four main trends The unbalanced economy Instant globalisation The power of the individual An end to limitless resources

20 Introducing the IML handsets

21 Some very quick instructions... Press the GREEN send key The microphone is open when the screen reads Microphone Available Press the microphone button ONCE and speak into the device Now please type in your name & company

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23 The Hon Nick Greiner AC

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25 Kevin Bloch Chief Technology Officer Cisco

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27 Fiona Packman Partner Egon Zehnder

28 The Future The Present The Past

29 Performance, readiness & potential determine career trajectory Past Present Future Performance Past Outcomes; How abilities have been applied to get results Value Creation Skills and Experience Readiness Fit between role requirements and current state Competencies Identity Culture Fit Personality Potential Traits that predict development of executive ability and the speed of that development Curiosity Insight Engagement Determination

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31 Maha Krishnapillai General Manager Australia Post

32 Australia Post the facts Australia s most extensive delivery and retail network: 4,400+ postal outlets including over 2,500 outlets in rural and remote areas Founded in 1809 Australia s oldest continually operating organisation Delivering 100 million mail items to 10.9 million addresses across Australia every week Providing access to government and business services (e.g. bill payments, day-to-day banking transactions, money transfers or passport applications)

33 Australia Post the facts Australia s most extensive delivery and retail network: One of Australia s most trusted brands. Excerpt from RepTrak Report Feb Apple Australia Australia Post JB HI-FI Toyota Motor Corporation Nestle Australia

34 We have two very different businesses Regulated Non-Regulated <250g Transport 1,900 metro outlets Regional & Remote 2,500 outlets Digital communications Parcels ecommerce Multi-channel trusted services Super stores Business Hubs >Letters volume in decline >Price constrained >High fixed costs >Profitable opportunities >Profit needed to fund major investment in ecommerce, Parcels and digital growth

35 1991/ / / / / Digitisation is driving the decline in traditional mail volume but increasing parcel volume Mail volumes Domestic mail down 17% Parcel volumes Domestic parcels up 24%

36 Three major technology shifts are supporting the creation of Australia s digital economy Mobility Growth Evidence > There are more mobile phones in use (27 million by late ) than total population of Australia > 12 million of these handsets are smartphones with internet capability Online Channel Growth Fast & Super-fast Broadband > Online shopping is expected to top $16 billion in 2012 and is predicted to top $27 billion by 2016 > 1 billion Facebook users are re-shaping the communications landscape > Global IP traffic has increased eightfold over the past 5 years and will increase threefold over the next 5 years 2 > Doubling the broadband speed for an OECD economy has been shown to increase GDP by 0.3% 3 1 Budde Communications, 30 July Cisco Visual Networking Index: Forecast and Methodology,

37 Impact on our business Market context We re facing a very challenging operating environment Digitisation driving structural change Poor consumer confidence and spending Communications Retail Parcels Mail volume decline ~5% p.a. Costs growing as network expands by 200,000 points p.a. CSO standards cost $165m in 2011/12 Declining foot traffic Online spending versus instore 2,560 of 4,428 of our outlets are in regional and rural communities Increased domestic and international competition Adverse international pricing for <2kg items (UPU) Capacity constraints

38 We re transforming our business to remain sustainable

39 We re ensuring the ongoing relevance of our physical retail network Tailoring store formats to customer demographics. New superstores opening across the country. 24/7 parcel lockers and self-service zones. In-store online shopping. Creating new product categories, eg Travel. Multi-channel delivery of core products & services. New retailcx program.

40 We re introducing new digital alternatives to complement our in-store value proposition and remain relevant A new platform/channel for consumers to manage day-today life, and for business and government to communicate cost-effectively and securely. Online services to make it easier for consumers to transact with Australia Post, eg passport applications, travel insurance. Mobile handsets for communication between Australia Post and consumers (eg parcel notifications) with applications that are integrated with our existing systems.

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42 Dr Nicola Millard Futurologist BT

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44 Customers are Changing. I know what good service is because I provide customer service in my job. 55% I ve recommended an organisation based on its phone service 63% and its website 56% I like self service because it s faster than calling 22% Aus; 56% China; 39% HK; 59% India; 35% Sing. I keep careful track of my finances 65% I plan and research most of my purchases 79% I never have enough time to get things done in life 50% Loyalty is a thing of the past 46% I like self service because it puts me in control & no-one tries to sell you anything 54% I buy more from companies that make it easier for me to do business with them 79%

45 Easy Does It: BT s Approach to Effort. Making it Easy is the missing link between operational quality and loyalty: Incremental value Advocacy Customer experience Operational performance Churn reduction NPS Net Easy OCR & RFT Why measure Easy? True voice of the customer Drives advocacy, VFM & loyalty Highly actionable feedback Applicable in all channels Engages and resonates with staff Low effort also = lower cost

46 Easy Does It: BT s Approach to Effort. We ask: Overall, how easy was it to get the help you wanted from BT today? How we calculate Net Easy Extremely Easy Very Easy Fairly Easy Neither Fairly Difficult Very Difficult Extremely Difficult % Easy % Difficult Net Easy Score Copyright BT Global Services, 2013

47 Self Service is Changing Contact. The calls I make to organisations are more complex as I m doing simple things via their website Call Centre Advisors struggle to answer my queries 62% of online consumers agree that their calls are more complex as simple transactions are automated 89% say that they wouldn t mind being transferred to an expert 49% want to the same agent they speak to

48 The Omni-channel Customer (1) When you have a problem, which channels would you use in the future? Australia China HK India Singapore UK USA Phone call to a call centre 80% 64% 73% 74% 64% 41% 42% to an organisation 75% 57% 68% 72% 64% 40% 39% Face to face in store 65% 27% 53% 45% 38% 33% 30% Internet site of an organisation 62% 54% 42% 62% 54% 31% 35% Text/SMS message 30% 35% 34% 57% 45% 38% 31% FAQs on an organisations website 41% 42% 34% 35% 31% 25% 28% Phone call to an automated or IVR phone service 24% 34% 26% 34% 21% 15% 17% Post/direct mail 33% 18% 21% 29% 14% 23% 18%

49 The Omni-channel Customer (2) Which of these would you consider using in the future when you have a problem? Australia China HK India Singapore UK USA Phone call to a call centre in another country 20% 27% 17% 28% 15% 16% 14% Web chat conversation with an organisation 20% 39% 19% 32% 21% 14% 17% Online forum for customers on an organisations website 22% 33% 20% 37% 23% 14% 17% Online forum run by customers of the same organisation on the internet 19% 18% 13% 26% 20% 11% 13% Social networking site (e.g. Facebook) 14% 23% 25% 34% 24% 11% 12% Mobile Apps 12% 12% 19% 20% 24% 9% 8% Twitter/Weibo 4% 26% 7% 25% 10% 6% 6% Video conferencing 7% 16% 10% 30% 14% 5% 5% 1:2 say they constantly change the 17% say organisations make it easy to way they deal with organisations switch between different channels

50 Webchat A Candidate for Growth. 9 in 10 consumers want support while online 89% Want my queries answered by a person whilst shopping online 88% Of advisors rated Webchat as good or very good 68% Would like to have webchat offered whilst online 82% Of customers rated Webchat as good or very good 15% Increase in productivity compared to phone 26% Of customers use webchat as a preferred contact channel currently

51 The Creation of a Monster Customer. % agreeing use 2/3 times a week or more Have Smartphone No Smart phone Facebook 67% 59% Twitter 29% 13% Web-chat 52% 24% Video conferencing at work 31% 7% SMS 86% 72% Have phoned a call centre in the last month 63% 49% Have an ipad 30% 14% Good brands try to offer the best service (Smartphone users 77% v Mobile 67%) The calls I make to organisations are more complex (Smartphone users 73% v Mobile 56%) I continually change how I contact organisations (Smartphone users 68% v Mobile 59%)

52 Networking Experts. Home Workers Branch Offices Remote Workers Voice Webchat VoIP Call me Video SMS / MMS Social Media Mobile Workers Contact Centres HQ

53 What Customers are Using Social Media For... Australia China HK India Singapore Follow a company or brand to learn about their services 27% 74% 43% 59% 55% Follow a brand because you think its great 21% 52% 28% 47% 42% Get customer service from a company 8% 53% 27% 35% 24% Buy a product or service 9% 54% 22% 33% 24% Get special offers and vouchers 26% 55% 39% 47% 51% Make a complaint about a company 8% 30% 12% 27% 17%

54 A funny thing happened on the way to the forum 4,655 messages posted 376 ratings from other users 76.5 full days spent online reading over 155k messages and helping our customers

55 Networking From this... To this... Thanks to Dr Simon Thompson.

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57 Peter Hiom Deputy Chief Executive Officer ASX

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59 Thank you