Case Study: Telstra boosts customer advocacy and product insights with Alida

Telstra boosts customer advocacy by 30 points with Alida

Telstra, a leading telecommunications company in Australia, faced the challenge of adapting to a new market landscape with the release of the National Broadcast Network (nbn). They needed to provide competitive offers and improve the lifetime value of their customers, requiring deep customer insights to shape their strategy and product innovation.

To address this, Telstra implemented Alida's platform to power two insight communities: the My Telstra Experience customer community and the Catalyst employee community. Through these communities, Telstra ran strategic initiatives to test offerings, gather feedback, and understand user journeys. The results were significant, including a 30-point increase in customer advocacy for broadband customers within 30 days, a 13-point increase in NPS for in-store purchases, and 50% fewer modem returns year-on-year. Alida enabled Telstra to move forward confidently by embedding the voice of the customer into its biggest decisions.

Telstra