Leveraging customer-led improvements to restore low engagement relationships James Newton – National Customer Resolutions Manager

About Transurban ASX top 20 18 toll roads One retail brand Over five million customers 200 key accounts 45m toll trips per month

Majority of customer have low engagement, leading to customer apathy Low touch leads to low engagement How customers connect with us: 92% of customer interactions are digital 7,000 calls per day Low value transactional expense (over 50% of transactions are less than $10 per month) Leads to very low touch What we’ve done is listen: No experience is the best experience Set and forget principle, enable autopay and top ups TAG-less models Optimisation of digital self service Majority of customer have low engagement, leading to customer apathy Creating frictionless experiences wherever possible For our customers, what this has meant is – designing experiences on a set and forget principle

Need to mitigate unintended consequences without increasing engagement Consequences of customer apathy & low engagement Need to mitigate unintended consequences without increasing engagement

Establishing customer needs Di Establishing customer needs Define Develop Deliver What’s the problem? Problem definition Solution Develop & Test Research Define Deliver Designing what our customers want not what we think they want – starting from a clean slate We use the double diamond approach to ensure we understand the problem completely before define and develop the right solution for our customers - Going back to the drawing board – scrap everything we know- start from scratch - Understand Research: Voice of customer, online panel, journey mapping Define: Now that you have all your research, what’s the area you need to focus on to fix it? Develop: There could be 5 different ways to fix this, what’s the right one? Test and prototype to understand what’s going to best address the issue. Test it with customers! And iteriate until you get it right. This will always be cheaper than delivering the wrong thing. Deliver: Deliver a solution that’s going to fix the problem – not something you think might. Problem Defintion – customers want low enagement This isn’t the end though, the double diamond is a continuous model for improvement. Once you’ve implemented something you should continue to measure and monitor that it’s working for your customers.

Giving customers the information they need in moments that matter = Proactive and Predictive ? New car? Still travelling? Giving customers the information they need in moments that matter

Engagement opportunities - Service Recovery = Engagement opportunities - Service Recovery The challenge Over 23,000 responses a month Customers using surveys as a service channel to engage with us Customer requests falling through the cracks The solution AI enabled case management platform Real time cases created based on customer sentiment Dedicated team responding to customer feedback The benefit Listen Understand Act Big corporates don’t often get the opportunity to start a meaningful conversation with their customers Our customer surveys have done that We get the chance to show customers we’re listening We know we don’t always get it right And thanks to their feedback here’s what we’re doing to fix it

Case Study: LinktGO The challenge The solution Large casual user customer base Wanted less commitment and more control Current offering wasn’t meeting expectations Tolling retail market is open to digital disruption The solution GPS-tolling app ‘No account’ feeling Real-time experience Pay by trip Transparency of information and costs A digital-first servicing model