TELUS
One of Canada’s largest telecommunications companies, TELUS wanted to get a leg up on its competition and prepare for the next generation of customer experience innovations.
We helped them extend their experience/story framework and designed and facilitated a 5-country teleconference. The TELUS team explored journey maps, adaptive business design, and other tools to help them transform not only the experience, but the underlying capabilities that deliver it.
“As Canada’s fastest-growing national telecommunications company, we needed someone who aligned with our values, spoke our language, and would challenge our thinking. Mike Wittenstein helped us understand how creating more value for our customers ultimately creates more value for us. Then, he helped us turn that idea into programs we can act on. We defined our guideposts for future exploration, articulated our operating principles, and are following a step-by-step roadmap for design of The TELUS Experience 3.0. Mike is thoughtful, flexible and very organized. He skillfully managed a five-city video teleconference with our mid-managers and senior leadership. Mike jumpstarted our thinking, helped us stretch further than we thought we could, and allowed us to end the day with everyone on the same page.”
Phil Schultz, VP of Strategy and Development at Telus
“Mike led an exciting, inspiring and engaging workshop for over 40 customer experience leaders from across TELUS. His use of stories, case studies and thought leadership got the operational leaders to talking strategically about our “feasible futures” for customer experience. Mike was able to facilitate the conversation to define guide posts and design principles that we can use as we advance our customers first aspirations.”
Arleen King, Senior Vice President, Customer Experience at Telus