By Mark Nicklin, Managing Director of Digital Strategy.

There was a lot of hype and expectation around the American Chamber of Commerce lunch with new Telstra CEO, David Thodey, and for many it was the first time we had the opportunity to hear his perspectives first hand.

There is no doubt that David has to mend many bridges with customers, shareholders, industry, partners and government, as Telstra and its Exec team have been renowned for their arrogance. David seems to bring some humility into the Exec team.

My overall summary was that David skirted around the big issues, and was not keen to tackle any highly sensitive matters, but at the same time we got an insight in to his make up and passions.

Key take out points for me were:

• Thodey is very passionate about technology and its advancements as an enabler for business opportunity realisation
• Technology is NOT the panacea, but part of the solution
• Technology should be part of government policy
• Customer service is the number one focus for Telstra, and they are committed to being number 1 in customer service in 3 years’ time
• Telstra has transformed from a cable business to value adding in software and applications (60% of Telstra capital now invested in software and applications)
• Telstra is on a mission to increase broadband capacity. Thodey cited examples with schools and recent deployment of 100mbps in Melbourne city
• Thodey could not discuss the NBN or Telstra’s role

Overall, the presentation was an informative, centering on the technology opportunities now and in the future, and how government and business can take advantage by starting to think strategically.