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):

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