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.

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