Monday, 02 September 2019 10:45

Optus launches program to improve services outcomes, enhance customer experience


Optus has unveiled CX Academy and a program for its employees designed to improve customer experience and services outcomes.

Australia’s second largest telco says the Academy program – the first of many strategies focused on improved customer experience - takes employees through a variety of customer experience [CX] masterclasses designed to drive the “best end to end experience outcomes for customers”.

According to Optus since the program launched, over 300 Optus employees nationally have been trained across a range of CX disciplines through a series of masterclasses, exploring Lean Process Improvement, Customer Journey Mapping and Human Centred Design.

Optus Vice President of Digital Consumer, Vaughan Paul said the CX Academy was the “first of many group initiatives that Optus will implement that delivers against customer service and experience expectations”.

“Optus has laid a strategic platform that prioritises delivery of an exceptional network, value and service and this initiative sits firmly within our service priority and support exceptional digital experience at every touchpoint to drive further customer satisfaction.”

Paul says the CX Academy builds on the CX capability program which has been running at Optus for the past 10 years, focusing on improving processes by drawing on lean six sigma methodology.

“By taking part in the Academy, employees learn to apply globally recognised tools to real business issues, becoming champions of great customer experience.

“The best customer experience demands that there is no problem too small and no issue too big that we won’t face for our customers. 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.”


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Peter Dinham

Peter Dinham is a co-founder of iTWire and a 35-year veteran journalist and corporate communications consultant. He has worked as a journalist in all forms of media – newspapers/magazines, radio, television, press agency and now, online – including with the Canberra Times, The Examiner (Tasmania), the ABC and AAP-Reuters. As a freelance journalist he also had articles published in Australian and overseas magazines. He worked in the corporate communications/public relations sector, in-house with an airline, and as a senior executive in Australia of the world’s largest communications consultancy, Burson-Marsteller. He also ran his own communications consultancy and was a co-founder in Australia of the global photographic agency, the Image Bank (now Getty Images).



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