How a leading telco is using CX to compete with Netflix and Amazon | Optus, Head of Customer Experience, Charles Weiser

Customer Experience Leaders

English - February 19, 2018 13:01 - 46 minutes - 43 MB - ★★★★★ - 26 ratings
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Previous Episode: How to stay relevant in the age of the customer | Officeworks, Head of Customer Experience & eCommerce, David Pisker

Next Episode: How a global charity improved CX using HCD (Human Centred Design) | World Vision, Chief Marketing Officer, Teresa Sperti

Charles Weiser is the Head of Customer Experience at Optus, one of Australia’s largest telecommunications companies. In this episode we discuss how Optus uses data to create a positive experience for customers. We also talk about service in the age of global internet giants like Netflix or Amazon, and how Optus is keeping pace to deliver experiences which align with customer expectations.

Resources mentioned:

The Road (book), by Cormac McCarthy
The power of vulnerability (TED Talk), by Brené Brown.

Key takeaways (starts at 39:31):

Ensure that the executive team owns the customer experience
Everyone is the Head of CX
It’s worth investing in your CRM software
See all problems as opportunities to delight a customer
Small things can go a long way

This show is produced in collaboration with Wavelength Creative. Visit wavelengthcreative.com for more information.