The Client

Datacom provides IT management, cloud services, data centres, custom software development, business process and payroll services and has more than 4,880 staff, working in New Zealand, Australia, Malaysia, The Philippines, Vietnam, the US and the UK. The Australian contact centre operations manages large government contracts including the Australian Tax Office and Department of Human Services.

The Challenge

Datacom’s growth aspirations extend beyond the portfolio of very large government clients, into the non-government enterprise sector. Leadership recognised that exceptional client and end-customer experiences were essential to increased advocacy, improved profitability and competitive differentiation.

The Approach

Strativity leveraged existing insights/analysis and subject matter expertise to develop a clear contextual understanding of the needs, issues and enhancement opportunities across segments to build real empathy. The team collaborated to co-create the aspirational Datacom client and end-customer experience and assessed key capability gaps and uplift requirements.

The Results

The work helped create a baseline for Datacom’s transformation, ahead of critical implementation pieces including the building of CX knowledge and capabilities across the top 30-50 leaders; providing the inspiration, self-realisation, confidence and capability required to deliver the aspirational experiences; and systematically enhancing CX capability across the business with targeted education, side by side learning, framework/tool transfers and support.