Project One Telenet Delivering Digital

Project One Telenet Delivering Digital

ENABLING DIGITAL TRANSFORMATION A customer value proposition

In partnership with

A CUSTOMER VALUE PROPOSITION ENABLING DIGITAL FIRST

Organisations the world over, such as Telenet, the largest provider of cable broadband services in Belgium, are focussed on digitisation. They are repositioning their customer proposition for the digital age - making the most of digital opportunities for themselves, their

Within the Telenet value proposition, the channels

Telenet is making these changes to support its clear ambition to make life and work easier and happier for their customers. They want to enhance the way in which they can enable and inspire their customers to get the most out of their digital lives and businesses, aiming to offer the best connectivity, the best entertainment experience and the best business solutions, on the device of their choice, anytime, anywhere. This ambition is at the core of Telenet’s strategy, a strategy that will deliver a ‘Digital First’ customer experience, allowing businesses to grow and consumers to enjoy a seamless experience, creating an ever more effortless, safer, faster and more powerful experience. True to the organisational vision to lead via superior networks and platforms, Telenet is investing in the upgrade, modernisation and digitisation of the organisations eco-system. ‘Digital First’ is the engine that will drive Telenet’s success.

and customer behaviours are changing, and Telenet needs to change their business operating models to align. The mindset of the organisation must meet customers’ expectations for digital, supported with the enabling and underpinning technology in

customers, and enabling future opportunities and revenue streams for businesses they support. To meet these ambitions requires

the background. Both are equally

important in ensuring and

enabling that the right solution for both the customer and organisation is achieved.

a transformation and in many cases needs a

change in mindset. We live in a world where customer expectations are rising, they demand digital options as their channels of choice, with a clear preference for mobile first. This necessity has placed customer centricity at the heart of the approach for how best to shape the transformation. To remain relevant, and retain their drive to be innovative, Telenet has had to consider how to meet, and exceed, these new digital expectations when creating their strategy. Not unlike an industrial digital revolution, this transformation is creating business disruption at levels previously unseen, driving a demand for organisations to adapt at speed with increasing levels of agility. The Telenet strategy now requires new operating models, a change to the ways of working and a considerable investment in people change, with culture and behaviours impacted across all levels of the organisation.

This is a journey for Telenet, an education and an evolution, where they are digitising their processes to reshape their landscape and create the optimal customer experience and journey. In doing so, they are simplifying their processes by removing or automating unnecessary steps. This will create increased efficiencies and deliver a new

lower cost omni- channel footprint for the next generation, where customers self- serve and are guided by an enhanced level of personalisation.

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ENABLING DIGITAL FIRST

ENABLING DIGITAL FIRST

PROJECT ONE, YOUR TRUSTED DELIVERY PARTNER

Over the last three years in Telenet, our partnership has enabled Project One to make the complex simple and to drive delivery of your most difficult change. We pride ourselves on being able to offer bespoke solutions to our customers, marrying together our breadth of experience with a true understanding of your challenges and needs. Whether a large organisation needing support with complex change or an ambitious business undergoing enterprise-wide transformation, our experienced team will work shoulder-to- shoulder with our customers, every step of the way. “What makes Project One different is the high profile of the consultants, often difficult to find in other companies. Bringing the experience of doing transformation programmes in the market is very difficult. You can tell they have the experience you need.” Inge Neels, Director IT Delivery

ƒ ƒ Be ready for change: ensure your business is set up to deliver the scale of change required by identifying the support you need early to help your business on its change journey. ƒ ƒ Understand the leadership that you need: bring

Project One is proud to have been a trusted partner of Telenet for the last three years, and to support the organisation and its teams to achieve their ambitions through the delivery of their ‘Digital First’ transformation. Every day we see change. With so much pressure for change through digital revolution, regulatory change and evolving customer expectations, if you’re not keeping up it doesn’t take long to fall behind. Successful change brings incredible value to your business. Change contributes to cost-saving, output efficiency and can accelerate your business to the forefront of its industry. With over twenty years’ global experience, Project One has led change across a vast number of industries and sectors, forging long-term, trusted partnerships with many household names, including Dyson, HSBC, Rolls- Royce Aviation, Harrods and AstraZeneca; we are change experts who make the complex simple. For transformation and change to be successful in your business, we have adopted these principles when leading change within Telenet:

in key people who know what works and what doesn’t, they will help to navigate through challenges, getting things right from

the outset to avoid failure. ƒ ƒ Focus on the outcome,

We deliver clear, outcome- orientated team assignments and believe that communication is crucial in delivering complex change. As a result of this, our approach to communication provides regular, clear observations on outcomes and commercial indicators right across the organisation. We believe that we are different, and our partnership is based upon delivering: ƒ ƒ Expertise: we are a specialist change and transformation consulting business. ƒ ƒ Independence: we offer an independent perspective, that best serves your needs. ƒ ƒ Know-how: our experienced view helps you to achieve your goals. ƒ ƒ Vision and leadership: we shape your programme to be the very best. ƒ ƒ Clarity: we create focus and understanding across your business.

“Having a number of Project One individuals across several programmes in the business creates a community of excellence. They’re all of a certain standard of capability, and can draw on that knowledge beyond just the programme they’re working on. When you have a lot of moving parts of change happening simultaneously in an organisation as we have, it is really helpful knowing I don’t have to stitch together all those conversations, and they will connect with each other - I can have the expectation that will happen automatically.” Sam Lloyd, CIO

not the process: choosing the right partner is critical to tailor the correct approach for your business and outcomes. ƒ ƒ Exploit your core capabilities: understand the areas which really differentiate your business and prioritise them to support your transformation and change efforts. ƒ ƒ Embed full business ownership: ensure full business involvement and understanding so that change is embedded for long- term success.

“What you’re good at is driving things and making decisions. You don’t try to feather your own nest but are trying to do the best thing for Telenet and trying to drive it forward. In most cases you wouldn’t know you’re not Telenet employees, which is the biggest testament you can say.” Martin Simper, VP Procurement

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ENABLING DIGITAL FIRST

ENABLING DIGITAL FIRST

THE FUTURE DIGITAL PLATFORM – DARWIN DESIGNS AND DELIVERS ORIGIN

“I would describe Project One as a consultancy who can offer you committed, senior resources, taking benefits: we have engaged all business departments to define our approach to business change and built a Telenet team and culture to ensure that the benefits and outcomes expected from the transformation will be delivered. the lead on big and complex technology enabled business transformations, end-to- end, driving, shaping and landing results.” Barbara Arnst, VP Customer Delivery Journey. The Approach Project One has driven the programme from mobilisation, through design, technology delivery, and business readiness to ensure the changes land and stick in all areas of the organisation. We are leading an integrated team of Telenet and industry partners and have provided: ƒ ƒ Exemplary programme leadership: driving the whole programme, over a three- year duration to-date, setting the culture and behaviours for success and integrating three main partners, and a combined team of hundreds. ƒ ƒ Dynamic programme mobilisation, design and build: we have designed and implemented the overall and fit for purpose governance structures for the programme, identified and brought on board programme champions and change agents, and course corrected partners when delivery has not met expectations. ƒ ƒ Engaging business change approaches that deliver

The Outcome Transformation programmes are complex and will face challenges in their execution, our role is to mitigate the risk and when experienced we manage them and resolve them, working in partnership. There has been a significant and exceptional item that has adversely impacted the Darwin delivery timeline to date, namely the late delivery by a key supplier of a critical component of their solution. Project One worked with Telenet to firstly ensure that the issue and impact were understood by both parties to CEO level. Only then could we work with the supplier, and put in place a recovery approach, whilst communicating the downstream impact to all parties. This recovery approach extended to undertaking a process and ways of working audit at the supplier’s offshore Delivery Centre(s) to understand the key underlying causes that led to

“Project One has a very important role in bringing everything together in this programme. They listen and understand our business, and they have consultants with the personality that helps us to talk to each other, which is a real strength.” Benedikte Paulissen, Chief Customer Officer. ƒ ƒ Encouraging a ‘Customer First’ mentality: we have built into the programme culture a focus that all elements of the design are driven by a ’Customer First’ mentality. Customer experience and journey design drives all development activity, Darwin is a business-led transformation. ƒ ƒ Efficient agent journeys: we have used advanced technology capabilities to automate customer service activities where possible, and design seamless omni-channel processes for agents to most effectively serve the customer. ƒ ƒ Agile and multi-modal delivery methods: we have successfully built a multi- modal delivery model across three different technology platforms, including the ability to integrate Agile at scale with more waterfall developments. ƒ ƒ Transformation PMO set-

The Challenge Project One is leading and supporting the delivery of Telenet’s Darwin Programme, the aim of which is to enable and deliver the Telenet future digital and core systems platform, known as Origin. This is the largest and most complex transformation in the organisation’s history. Origin will enable Telenet to respond rapidly to changing customer needs and will deliver: ƒ ƒ Customer facing digital capabilities: all apps and websites for sales and customer service will be delivered through Origin for all Telenet brands. ƒ ƒ >Page 1 Page 2-3 Page 4-5 Page 6-7 Page 8-9 Page 10-11 Page 12-13 Page 14-15 Page 16

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