Collaboration is vital in the NZ Telco/Tech industry and Chris Duncan, Chorus Head of Technology and Governance shares his view about it...

Collaboration is vital and it’s certainly shaping HOW we’re changing the way we do things. In particular, how we’re working with you to deliver a vastly improved customer experience, develop new products and services, so that together we can unlock the full potential that this connectivity fabric has to offer.  

For us, unlocking this potential involves continuing to extend our customer experience and our digital agenda.

It’s about developing a deeper understanding of customers - their needs, their expectations, their motivations – so we can deliver to those with you.

And combining this with richer insights that will deliver the best possible services. And overall making it easier and easier for you to interact with us to get business done. 

For you, it’ll mean our network is an open platform.

A platform that enables you to innovate new services, optimise your operations further, and continue to craft the customer experience outcomes that matter to your business.

So what’s happening - how’s this all turning up?

We’re continuing to invest in our customer experience practice – and it’s great to see our teams coming together regularly to develop a common understanding of what’s working and what’s not. And then agreeing how to deliver better outcomes for customers.

Our API platform has seen massive growth – up around 750% from a year ago! 

We’re extending this to give you more control of the services you use, get access to new information on the status and health of those services, and access to new tools – all of which you can incorporate into your operations and embed straight into your essential self-service journey’s for customers.

In the background we’ve also been unlocking new levels of visibility on how our network and services are working. We’re now accumulating around 10B records a month.

This is allowing our operations teams to track the new peaks to within minutes of them occurring. Making sure we were right on top of what’s happening.

As we look forward we can see that access to this type of data - in close to real time - will become increasingly essential if we’re all to stay ahead of an ever changing demand curve. And using these insights to get the core of our operations really humming.

As always in this industry, change remains a constant. And we’re all pushing the boundaries forward. So we’re really excited about working together with your teams to bring this platform to life in a way that delivers the best possible experience for you and your customers, and ensure our network is a seamless part of your network.