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

Latest Videos

More Videos

Thank you for sharing your knowledge. Definitely bookmarked for future reading! Check this website https://a2designlab.com/ with lots of ...

Pierce Fabreverg

Study: Gen Z are huge opportunity for brands

Read more

Thanks for sharing. You might want to check this website https://lagimcardgame.com/. An up and coming strategic card game wherein the cha...

Pierce Fabreverg

Board games distributor partners with Deliveroo in business strategy pivot

Read more

Such an important campaign, dyslexia certainly need more awareness. Amazing to see the work Code Read is doing. On the same note we are a...

Hugo

New campaign aims to build understanding around scope and impact of dyslexia

Read more

Great Job on this article! It demonstrates how much creativity, strategy and effort actually goes to produce such unique logo and brandin...

Pierce Fabreverg

Does your brand need a personality review? - Brand vision - CMO Australia

Read more

Here’s an article on solving the most complex customer queries without a delay. Hope it helpswww.engati.com/blog/address...

soham

How to manage social media during Covid-19

Read more

Blog Posts

A few behavioural economics lesson to get your brand on top of the travel list

Understanding the core principles of Behavioural Economics will give players in the travel industry a major competitive advantage when restrictions lift and travellers begin to book again. And there are a few insights in here for the rest of the marketing community, too.

Dan Monheit

Co-founder, Hardhat

Predicting the Future: Marketing science or marketing myth?

Unicorns, the Sunken City of Atlantis, Zeus: They are very famous. So famous in fact, that we often think twice about whether they are real or not. Sometimes if we talk about something widely enough, and for long enough, even the strangest fiction can seem like fact. But ultimately it is still fiction - stories we make up and tell ourselves over and over until we believe.

Kathy Benson

Chief client officer, Ipsos

Winning means losing in the game of customer retention

At a time of uncertainty and economic hardship, customer retention takes on much greater importance. CX Lavender’s Linda O’Grady examines the big grey area between ‘all’ and ‘best’ customers when deciding who is worth fighting for and how.

Linda O'Grady

Data Strategy Partner & Business Partner, CX Lavender

Sign in