Introduction: Monty has over 20 years' experience in designing, building, transforming and operating digital businesses at some of Australia's largest organisations and is currently the Chief Digital Officer of TELUS, a large telecommunications company based in Canada. His career spans over 20 years with an intersection of business and technology. He started at NAB in a contact center environment, then co-founded National Australia Bank's direct bank UBank and worked at Telstra running digital operations for a number of years. In this episode Monty discusses about the following: 1. Inclusivity: Able to provide far more personalised and bespoke services to suit the needs of society. Ability to distribute services resulted in a more inclusive environment. Design, how we use data, building diverse teams across the platforms we build to life. 2. Intersection of digital transformation and customer centricity: Brands that say they are customer-centric vs. brands that actually do practice customer-centricity. How to return time into the customers day at TELUS? 3. How organisations manufacture and deliver their service: need to evolve and truly look at the lens of how we deliver services - doing incremental builds on top of last years plan/innovation/conference is good enough. Should be a combination of 'big bets' and basis point improvement. 4. TELUS: 1 of 3 big telecommunications in Canada. Is also Canada's largest healthcare provider, ag-tech business, bringing out 5G. TELUS International arm - deliver business process solutions around the globe. 5. Culture shift in the Telecommunications Industry: Culture and values experienced during the courting process, interview and informal meetings. Can get a fair insight into the organisation when you speak to someone who works there. 6. Digital CX at TELUS and key areas of focus: How we connect the product and service and sales experience is a key focus. Every interaction should be enriched by the previous one and the future one. Need to remove friction across customer touch points e.g. not having to re-authenticate yourself multiple times because the technology will do that for you. 7. Customer Service: Connect customers securely into the outcome they want to achieve. Using social media effectively, proactively address a question/concern/feature. Helps deliver a more human element to an otherwise virtual interaction. Ensuring customers know who they are actually talking to e.g. if it's a Chatbot, it is a bot but can be transferred to a real person if needed. 8. Personalisation/sensitivity to privacy issue: Have very clearly defined regulatory framework. A challenge though is the laws and regulatory framework are some steps behind the innovation of the platform and tools - where values and moral compass come to the forefront. 9. Siloed data/one view of the customer: Cloud and connectivity is the solution. Been extremely expensive to store and process data. Taken a long time to gather insights from data too. 10. How do you spend time between here and now vs. longer term tech trends like VR etc.: 10/20/70 approach. 10% should be no regrets (weeks, couple of months time frame), 20% more strategic aligned and meaningful. The 70% are larger, chunkier can be a bit more enablement in foundation initiatives, on their own more thankless. 3 Quick Questions 1. A business book you recommend? Permanent record by Edward Snowden 2. 1 person to follow or social media? Elon Musk 3. 1-to-1 dinner with any human being on the planet? Kamala Harris