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Customer Experience News 159: CX Academy at Optus, Customer Participation Pitfalls, IBM Reinvention and DJ’s Dilemma Solved

Alex Allwood ALEX ALLWOOD, Customer Experience, Customer Experience News, CX Strategy

CX Academy Engages Optus Employees (2min)
In the five months since Optus launched its CX Academy, over 300 employees have already completed at least one of the masterclasses on offer. Not only does the program aim to enhance employee customer experience skills but participant feedback is then used to modify and improve the curriculum.    
IBM Reinvents Through CX (2min)
From silo-busting agile teams to data sorting artificial intelligence, IBM’s CMO Michelle Pilosi reveals how the 100-year old, global business is evolving its customer experience efforts and embedding a customer-first culture.   
Avoiding Customer Participation Pitfalls (3-4min)
New research reported in MIT Sloan has identified how customer participation, whilst clearly beneficial for business, can also have a negative impact on front-line employees. The authors have identified five steps managers can take to protect their organisations and their employees from harm.     
In the News – CX Solution to DJ’s Dilemma (2-3min)
Speaking at this week’s Melbourne Fashion Week Fashion Forum, Canadian retail expert and futurist Doug Stevens made some acute observations about the ‘negative impression’ effect of poor customer interactions and shared his five criteria for creating successful bricks-and-mortar customer experiences.