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.
Invest and earn with Coinbloc .us. Guaranteed Weekly ROI, early signals, fast withdrawals among others. I recommend Coinbloc .us as on...
Hans Jensen
Explainer: What marketers need to know about cryptocurrency
Investment decisions are a big deal, so why not get some guidance? You can day-trade cryptos, BUY and HOLD and evaluate the assets with f...
Dave Sigurd
Gartner: Digital isn't enough of a superpower for CMOs anymore
I normally don’t feel comfortable investing online but because the company I worked for downsized due to the pandemic and I was one of th...
Dave Sigurd
CMO's top 8 martech stories for the week - 9 June 2022
Investment decisions are a big deal, so why not get some guidance? You can day-trade cryptos, BUY and HOLD and evaluate the assets with f...
Dave Sigurd
Creating a marketplace for wellness
A solution for an retail industry data extraction. https://e-scraper.com/usefu...
"e-Scraper" Data Extracting
Catchoftheday launches fee-based online shopping club