1. Leveraging customer-led improvements to restore low engagement relationships
James Newton – National Customer Resolutions Manager

2. About Transurban ASX top 20 18 toll roads One retail brand
Over five million customers
200 key accounts
45m toll trips per month

3. Majority of customer have low engagement, leading to customer apathy
Low touch leads to low engagement
How customers connect with us:
92% of customer interactions are digital
7,000 calls per day
Low value transactional expense (over 50% of transactions are less than $10 per month)
Leads to very low touch
What we’ve done is listen:
No experience is the best experience
Set and forget principle, enable autopay and top ups
TAG-less models
Optimisation of digital self service
Majority of customer have low engagement, leading to customer apathy
Creating frictionless experiences wherever possible
For our customers, what this has meant is – designing experiences on a set and forget principle

4. Need to mitigate unintended consequences without increasing engagement
Consequences of customer apathy & low engagement
Need to mitigate unintended consequences without increasing engagement

5. Establishing customer needsDi
Establishing customer needs
Define
Develop
Deliver
What’s the problem?
Problem definition
Solution
Develop
& Test
Research
Define
Deliver
Designing what our customers want not what we think they want – starting from a clean slate
We use the double diamond approach to ensure we understand the problem completely before define and develop the right solution for our customers
- Going back to the drawing board – scrap everything we know- start from scratch -
Understand
Research: Voice of customer, online panel, journey mapping
Define: Now that you have all your research, what’s the area you need to focus on to fix it?
Develop: There could be 5 different ways to fix this, what’s the right one? Test and prototype to understand what’s going to best address the issue. Test it with customers! And iteriate until you get it right. This will always be cheaper than delivering the wrong thing.
Deliver: Deliver a solution that’s going to fix the problem – not something you think might.
Problem Defintion – customers want low enagement
This isn’t the end though, the double diamond is a continuous model for improvement. Once you’ve implemented something you should continue to measure and monitor that it’s working for your customers.

6. Giving customers the information they need in moments that matter=
Proactive and Predictive ?
New car?
Still travelling?
Giving customers the information they need in moments that matter

7. Engagement opportunities - Service Recovery=
Engagement opportunities - Service Recovery
The challenge
Over 23,000 responses a month
Customers using surveys as a service channel to engage with us
Customer requests falling through the cracks
The solution
AI enabled case management platform
Real time cases created based on customer sentiment
Dedicated team responding to customer feedback
The benefit
Listen
Understand
Act
Big corporates don’t often get the opportunity to start a meaningful conversation with their customers
Our customer surveys have done that
We get the chance to show customers we’re listening
We know we don’t always get it right
And thanks to their feedback here’s what we’re doing to fix it

8. Case Study: LinktGO The challenge The solution
Large casual user customer base
Wanted less commitment and more control
Current offering wasn’t meeting expectations
Tolling retail market is open to digital disruption
The solution
GPS-tolling app
‘No account’ feeling
Real-time experience
Pay by trip
Transparency of information and costs
A digital-first servicing model