Moon: There’s been a dramatic shift in our customers’ lifestyle needs and the way they engage us. They’re connected all the time, wherever they are. We’re seeing an accelerated shift from voice as they consume more data than ever before. So we’ve been actively digitalising our business and innovating, not just in the products and services we offer but also in the way we sell and serve to reflect today’s digital lifestyles. There are many exciting opportunities for us to create value and reinvent our relationship with customers. We want them to see us as enablers. We want them to feel empowered through the technology and services that we provide.
Allen: The impact that digital companies have had in Australia is to increase the plethora of personal applications for consumers and small and medium businesses on their mobile devices. This implies that Optus has to deliver the best mobile network quality in terms of speed and reliability. In addition, the customer has to be at the front and centre of everything we do and we have to deliver on our pledge to provide them with an exceptionally good customer experience in our stores, on the phone, online and in our app. Engaging us through an app is becoming increasingly important in the era of the mobile internet and it’s an area of increasing focus for us especially with the commissioning of our new customer care and billing system.
Moon: The reality is that globally, content has gone online, and is consumed on the go. We’re no longer just looking at linear delivery now since our customers have a big appetite for online entertainment. The way they experience content is now multiscreen. We’ve set out to establish partnerships with traditional and non-traditional content providers to offer a wider range of entertainment options to our customers across TV and mobile devices. There’s also CAST, our video portal app, which gives customers the flexibility to choose individual content packs. Besides video, we look to enrich our customers’ experience with other content such as music and news that they want.
Allen: Premium video content is important to us because it has the power to create distinctiveness for us in a competitive market. It has been a catalyst for the improved performance of the consumer broadband business and has been instrumental in elevating our brand position. I believe the combination of good content and an advanced network with technology that is designed and built for the unique needs of video are essential pillars to ensure Optus has sustained profitable revenue growth.
Moon: Competition is not new to us. To stay at the top of our game, we keep our customers at the centre of our strategy. We adapt to their lifestyle needs and preferences and focus on offering them a differentiated experience. Innovation is key to set ourselves apart so we’re continuing to invest in our fixed and mobile networks, and in technology such as artificial intelligence and predictive analytics to get a better handle on what our customers want. We’re also optimising our platform and processes to find innovative and more efficient ways of getting things done and passing on savings to our customers.
Allen: We welcome competition because it provides choice for customers and gives us the impetus to continually innovate and improve our products and services and the way we do things. Optus has a formidable set of assets, such as our unrivalled spectrum holdings, the quality of our people and the expertise in the Singtel Group. We will use these, together with our focus on delivering a great customer engagement, a high quality mobile network and transforming our cost structure, to ensure we stay ahead in this intensely price-competitive market.
Moon: We’re focusing on data centricity – what else our customers can use data for, and how we can deliver the best mobile data experience. With our strategic investment in spectrum at the recent spectrum auction, we’ll be able to extend our network leadership and support the growth of IOT and 5G initiatives in the future.
Allen: Our goal is to build a digital organisation that provides converged fixed, mobile and video services by using deep insights into customer behaviour and business fundamentals to create a sustainable competitive advantage. Customers can expect continued investment by us in our network so we can innovatively deliver greater capacity and faster speeds. In addition, we will raise our standards so we can enable our customers’ digital lives with the most personalised services, the most innovative integrated products and the best customer experience. In short, our goal is to deliver surprise and excitement beyond their expectations for our customers and profitable growth for our investors.
