An Optus CX Day Message from Charles Weiser

We just wrapped up Optus CX Day, a celebration of something close to our hearts: creating exceptional experiences for our customers. Great customer experiences don’t just happen. They’re crafted with care, insight, and a relentless commitment to making people’s lives easier.

In a world with endless choices, it’s the seamless interactions, the moments that surprise and delight, and the trust that builds over time which helps a brand deliver fantastic CX. My colleagues and I are committed to delivering on this for our customers, and ensuring they feel genuinely valued and cared for.

Celebrating great CX isn’t a one-day affair. It’s a mindset we carry into every decision and interaction. That’s why I’m always saying, “Everyone is the Head of CX at Optus.” Customer centricity isn’t just a line in the playbook. It’s woven into everything we do. With every single Optus employee keeping this mindset, we’re constantly pushing the boundaries to make things work better for our customers.

A true testament to this over the last year was the Optus Network Trial. This was something brand new for us and the broader telco industry.

A seven-day, completely free trial for customers to put our network to the test with zero strings attached. All it takes is downloading My Optus app, activating an eSIM, and experiencing our network firsthand. What I love most about it? It’s not just an opportunity to show off our network. It’s about empowering customers to make an informed choice with full control and no guesswork. Switching providers shouldn’t feel like a leap of faith, so we’ve taken out the ambiguity and given Australians a chance to try the Optus mobile network for themselves.

Getting this trial off the ground was no easy feat – trust me. We hit a few walls and had to pivot more than once. But as I always say, CX innovations have three options: pivot, persist, or perish. And we persisted!

We’re on a mission to earn our customers’ trust by making things work seamlessly. We believe every solution we develop should work, be simple, personal, and exciting, and I truly feel we accomplished that with the Network Trial.

Of course, none of this would happen without the incredible people across Optus who live and breathe our CX Principles every day. These principles remind us that we’re not just solving problems; we’re listening. Listening creates empathy and keeps us grounded in what really matters. CX is not about just chasing innovation but genuinely understanding our customers. And our principles guide us along every step of the way:

It Works – Our top priority is to make sure everything works, no excuses.

It’s Simple – Interactions should feel easy and effortless, never a chore.

It’s Personal – Every customer should feel valued and genuinely supported.

It’s Exciting – We’re here to surprise and delight, adding a spark to every experience.

Beyond the principles, it’s people who inspire us. Our customers drive us to listen better, think bigger, and find creative solutions we never saw coming. Listening builds trust, and trust drives everything we do.

And of course, what would CX Day be without a little fun? The CX Goldies Awards are our way of cheering on the amazing work happening across Optus, from the big breakthroughs to the clever little touches that make a difference.

It’s a chance to cheer on the creativity and heart our teams bring to the table every day. The opportunity to come together and reflect on all those wins, big and small, keeps us motivated and ready for the next challenge.

It was inspiring to see so many projects submitted for the CX Goldies Awards. This was a reminder that great CX doesn’t just happen by waiting for someone else to take charge. We celebrated teams who went above and beyond to champion our customers, explore bold new ideas, and bring our CX Principles to life. I couldn’t be prouder or more grateful for the passion and drive of our CX champions at Optus.

Looking to the year ahead, I’m genuinely excited to see how we’ll keep pushing the envelope and building trust with each interaction. Here’s to another year of staying relentlessly focused on customer-centricity, to making things work for every customer, every day, and maybe surprising ourselves along the way.