Over 300 Optus employees have participated in the telco’s new training program, CX Academy, which is the first of a several organisational strategies to build and improve Optus customer experience and service outcomes.

The program takes employees through a variety of customer experience (CX) masterclasses designed drive the best end to end experience outcomes for customers.

The program launched in April 2019 to train employees across a range of CX disciplines through a series of masterclasses, exploring lean process improvement, customer journey mapping and human centred design.

Optus VP 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.”

The CX Academy builds on the CX capability program which has been running at Optus for the past ten 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,” Paul said.

“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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