ad Silicon Tails: March 2009

Monday, March 09, 2009

Klaus Accepts Position at Telstra (Sydney)

It is about time I update you all about my plans for the immediate future.

As most of you know I recently left Yahoo! after almost 6 1/2 years. I will no doubt miss all the great people I worked with there - especially all of you in the (former) customer insights team of course, none mentioned, none forgotten - and I will be cheering from the side lines. Yahoo! is a great brand and has good products (look at the innovation in Search over the past year for example, and note that for the first time Y! has gained market share in the past 5 months according to Comscore numbers).

Since I left Yahoo! I have spent my time looking into many different opportunities. I ended up grabbing the one opportunity that is both a great challenge work-wise and a great, new experience for my whole family. I have accepted a position as Executive Director of Service Enablers and Customer Experience at Telstra in Sydney, Australia. Telstra is Australia's leading telecommunications and information services company. They offer a full range of products and services and compete in all telecommunications markets throughout Australia, as well as in media / information services through Bigpond and Sensis as well as other media properties. Under the leadership of CEO, Sol Trujillo, Telstra mapped out a transformation program 3 years ago that covered a series of parallel paths with an emphasis on establishing a World leading media-comms company that offers truly differentiated and integrated services.

What initially attracted me to Telstra was that the company so explicitly and vocally focuses on customer experience as a key lever in their business transformation. The customer and the customer experience is front and center in Telstra's vision and mission, as it is stated on the web site:

"Our vision

To know our customers and meet their needs better than anyone else.

Our mission

To do for customers what no one else has done: create a world of 1 click, 1 touch, 1 button, 1 screen, 1 step solutions that are simple, easy and valued by individuals, businesses, enterprises and government.

Customer experience

To give customers a personalised, seamless experience that makes it easy for them to do what they want, when they want to."

In February I visited Telstra in Sydney and Melbourne and met with a lot of great people across the business. They all impressed me with their dedication to the company's vision, but also by the honesty and candidness with which they viewed Telstra's current position and future challenges and opportunities.

SO - to make a long story short, I am convinced that the skills and experience I have built up over my career will be a great fit with Telstra. I have taken this position to make a real difference and to keep them ("us" I should say now) honest when it comes to the goal of creating the best, seamless, personalized experiences across multiple devices and "channels".

We are now in the process of moving to Sydney. Everyone is excited, including the kids. You can follow updates on this new experience here, but (as I find I write less and less) more likely on Twitter and Facebook.