Customer experience is often treated as the stretch between first contact and signing up, but customers judge a company on everything that happens around it: whether a partner has the right information, how quickly a fault gets fixed, and how support responds when something goes wrong. Much of that depends on communication customers never see, between teams inside the business and with the partners who serve customers on its behalf. When those conversations break down, the customer feels it, even if every message sent to them arrives on time. In this fireside chat, NBN shares how it approaches customer experience as one connected strategy for a customer base that includes every Australian household, served through a network of retail providers and field teams. The conversation covers what that looks like from the first interaction through to ongoing support, and what it takes to keep it working while the systems behind it are being rebuilt.