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Implement a Customer Experience Program to create better experiences for our customers across the organisation.

Quarterly updates

Q3 · On Track · January to March 2026 · latest

The Customer Experience (CX) Draft roadmap has been completed. Procurement completed for CX Strategy and Voice of Customer (VOC) Program target completion date June 2026. Project team in conjunction with consultants are currently on track to complete the CX Strategy and VoC by June 2026.

Q2 · On Track · October to December 2025

The Customer Experience (CX) Draft roadmap has been completed. Procurement completed for CX Strategy and Voice of Customer Program target completion date June 2026.

Q1 · On Track · July to September 2025

CX Draft roadmap has been completed. Procurement underway for CX Strategy and Voice of Customer Program.

Q4 is not due yet.

Where this sits

2025–26 operational plan · Initiative 5.1.1 · latest status January to March 2026

This initiative delivers part of Objective 5.1 in Theme 5.