Channel Experience Manager – CX Labs
11:40 AM INNOVATION LABS: Creating a Business Case at Optus: Displaying to Stakeholders How Investment Into Labs Will Translate Into Tangible Value
The telecommunications industry is moving fast and the technology making a lot of historic products redundant is ever prevalent. Optus has responded in a way to this through the formation of a Customer Experience (CX) Lab. Whilst the lab is young from a lab standpoint, it is enjoying success with the rollout of products including digital navigators and self service kiosks.
This session will delve into:
- Formation of the lab: stakeholder buy in and preparation of a business case
- Balancing the product owner arm (focused on generating income for the business) and innovation labs (designed to put in place tools and processes to innovate)
- Selecting the most suitable partnership models
- Creating a mindset shift within the labs