Regarding layoffs, Trujillo announced 12,000 job cuts over the next five years which will affect both permanent and contract staff.

One example of this rationalization is Telstra's desire to have all of its 10 million customers on one data warehouse to be used for more targeted marketing campaigns. Telstra's group managing director of strategic marketing, William Stewart, said with a single customer view, the company can move from doing "100 campaigns to thousands of people to thousands of campaigns for hundreds of people".

The three-tiered architecture will have the enterprise data warehouse on the backend, modelling, analytics and reporting in the middle, and services like sales force automation and fault management on the front end.

The resulting "fully segmented, integrated customer experience" is due in 2007.