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Foxtel outlines the jobs to be done as its overhauls its customer service approach
Media streaming provider details its 18-month program of work to turn customer service into an omnichannel, digital and data-driven play
Adopting a jobs to be done framework, investing in fresh technology and encouraging a test-and-learn mindset are key to Foxtel overhauling service capabilities in a way that meets modern customer expectations, its marketing and customer service leaders say.
Speaking as part of the recent Salesforce Live Australia and New Zealand virtual event, Foxtel group director customer marketing, audience enablement and corporate technology, Adam King, and director of customer experience design and change delivery, Jason Smith, detailed the 18-month transformation program underway to turn the media company’s customer service from siloed operations by channel to a seamless omnichannel approach fuelled by digital and data. ....

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