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Deloitte: Being too late in digital more costly

By Rob Starr, Content Manager, Big4.com

Leading the economy successfully through fast changing markets requires new business models, great customer service, competitive intelligence, agility and speed, and talent according to a new report co-authored by Telstra Corporation Ltd and Deloitte titled Taking Leadership in a Digital Economy.

Gerd Schenkel, head of Telstra Digital who co- authored the report commented:

“Our intent is to make customers’ interaction with Telstra simpler and more convenient, which has resulted in significant take-up of our digital services.  We commenced this journey 18 months ago and now 35 per cent of service transactions are completed online and our digital strategy allows our customers to deal with us at a time that is convenient to them across multiple devices and platforms,” he said.

“It’s strengthening these customer relationships and having the foresight to explore community forums, and engagement tools like gamification, as well as collaborative consumption that will begin to differentiate those able to anticipate and be ready for digital disruption and those that aren’t.”

In a recent research paper, Digital Disruption: Short fuse, big bang?  Deloitte predicted a very significant impact from digital technology on eight out of 18 industries that account for 32% of the economy. The most significant digital disruptions were forecast to occur in ICT and media, the financial and professional services industries, retail, real estate, arts and recreation.

 

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