Optus highlights employee engagement with CX Academy

Telco confirms 300 people have gone through its customer experience masterclasses since launching in April

More than 300 Optus employees have already completed at least one class within the telco’s new CX Academy since its launch five months ago.

The ASX-listed telecommunications company describes the training program as one of several organisational strategies aimed at building an improving Optus’ customer experience and service outcomes. Debuting in April, the program encompasses a series of masterclasses exploring topics such as lean process improvement, customer journey mapping and human-centred design.

It takes its cues from programs that had already been running within Optus for the past 10 years, and also draws on lean six sigma methodology. Employees are free to choose the number of masterclasses they’d like to complete, with participants then required to submit feedback afterwards. It’s this feedback the company is then using to tweak and improve the masterclass curriculum.

Optus vice-president of digital consumer, Vaughan Paul, said those taking part learn to apply globally recognised tools to real business issues, thereby becoming champions of great customer experience. The program has been developed in-house and takes advantage of existing internal skills and tools.  

Read more: Optus CX chief: What it takes to build a customer-obsessed culture

“Optus has laid a strategic platform that prioritises delivery of an exceptional network, value and service and this initiative sits firmly without our service priority to support exceptional digital experience at every touchpoint to drive further customer satisfaction,” he said.

“Through this program, we are working to inspire and empower every employee to take ownership and consistently improve our processes and services to put our customers in control.”

The intention is to have thousands of employees from all functions of the business participate in the CX Academy. To date, 300 have completed at least one masterclass.

Follow CMO on Twitter: @CMOAustralia, take part in the CMO conversation on LinkedIn: CMO ANZ, follow our regular updates via CMO Australia's Linkedin company page, or join us on Facebook: https://www.facebook.com/CMOAustralia.     

Join the newsletter!

Or

Sign up to gain exclusive access to email subscriptions, event invitations, competitions, giveaways, and much more.

Membership is free, and your security and privacy remain protected. View our privacy policy before signing up.

Error: Please check your email address.
Show Comments

Blog Posts

3 skills you need to drive better collaboration

A study published in The Harvard Business Review found the time spent in collaborative activities at work has increased by over 50 per cent in the past two decades. Larger projects; complicated problems; tighter timeframes: These require bigger teams with specialised skillsets and diverse backgrounds, often dispersed globally.

Jen Jackson

CEO, Everyday Massive

Better the bank you know?

In 2018, only 21 per cent of customers believed that banks in general had their customers best interests at heart and behave ethically. Only 26 per cent believed that banks will keep their promises; views cemented further following the Hayne Financial Services Royal Commission.

Carolyn Pitt

Head of account management, Hulsbosch

What 15 years of emotional intelligence told us about youth media audiences

Taking people on an emotional journey through content is the most critical part of being a publisher. Which is why emotion lies at the heart of VICE Media.

Stephanie Winkler

Head of insights, VICE Asia-Pacific

This journey would identify all your future life aspects!

Maryann Humphrey

Open Colleges: one-to-one journeys is the goal

Read more

It's a pretty good idea. I think this integration is useful. Don't you agree?

Misty Stoll

Officeworks hops on voice interface bandwagon with Google Assistant integration

Read more

ok. so no RCS support? by the way, RCS is a lot bigger than 5G in terms of marketing and monetisation so y'all should be covering it.

DragoCubed

Optus goes for education with 5G network campaign

Read more

Many companies and individual merchants have shifted their major part of marketing to web marketing services Portland as it weighs fewer ...

Radiata Solutions

6 Ways to ramp up Social Media to Your Web Design

Read more

This is a unique experience! Will be interesting to talk to their managers.

Joyce Harris

​How Krispy Kreme revitalised its brand in a saturated market

Read more

Latest Podcast

More podcasts

Sign in