Charles Weiser's guest appearances

Charles Weiser

Customer Experience Leaders

Patrick Campbell

Ben Lynch

Anne Bahr Thompson

Blake Morgan

James Dodkins

Jeanne Bliss

Annette Franz

Nick Palumbo

Gelato Messina

Roger Dooley

Lawrence Mitchell

Kylie Ward

Clinic Mastery

Chris Dyer

Dominique Levin

OwlTail

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.

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: <ul> <li><a href="https://www.amazon.com/Road-Cormac-McCarthy/dp/0307387895" rel="nofollow" target="_blank">The Road</a> (book), by Cormac McCarthy</li> <li><a href="https://www.youtube.com/watch?v=iCvmsMzlF7o" rel="nofollow" target="_blank">The power of vulnerability</a> (TED Talk), by Brené Brown.</li> </ul> Key takeaways (starts at 39:31): <ol> <li>Ensure that the executive team owns the customer experience</li> <li>Everyone is the Head of CX</li> <li>It’s worth investing in your CRM software</li> <li>See all problems as opportunities to delight a customer</li> <li>Small things can go a long way</li> </ol> This show is produced in collaboration with Wavelength Creative. Visit <a href="https://wavelengthcreative.com/?utm_source=show-notes&amp;utm_medium=referral&amp;utm_content=rss-feed-footer" rel="nofollow" target="_blank">wavelengthcreative.com</a> for more information.

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