CIO50 2019: #26-50 Nathan Bell, M1
As part of a wide-scale transformation project, M1 revamped mobile offerings to replace 19 plans with one base-plan each for SIM-only and handset bundles.
The overhaul required a new website capable of incorporating a streamlined interface designed to enhance user experience through being more intuitive for customers.
Spearheaded by Chief Digital Officer Nathan Bell, the website allows customers to decide on plans and build on-the-go, with SIM cards and handsets delivered to their doorstep in a “seamless manner”.
Together with technology partners, M1 “conceptualised and developed” an integrated e-commerce, web content and marketing solution integrated into the back-end systems, to provide an improved digital experience to customers.
The solution also provides a robust foundation for the business to continue improving in-store experience and self-service offerings catering to all users.