Why did Optus engage Mitesh?
We provided a CX & Brand, Management Consulting lead on the CX road map for My Optus App & Optus Live Chat for Optus SLT/DCE (digital customer engagement) to drive service experience, loyalty engagement and cross-sell.
What did Mitesh do.
● Lead the ‘Network’ brand comms strategy with Usain Bolt to lift Optus band consideration by 11%.
● CX Awards: B&T AOTY 2016, Ad News CX, Design and Brand AOTY 2017 and 2018.
● Effie Awards: Gold Effie 2018, Finalist Effie 2017.
Leveraging CX and real-time data analytics, we identified key buying behaviours and new personas. We built out new experiences to target online consumer needs resulting in an increase of leads per day, reduction of CPA and an increase in the e2e product conversion funnel.