We had the opportunity
to pick the brains of Paulo Froes, Director Transformation &
Customer Experience - Corporate at Optus at AusRAIL PLUS 2011.
1. Paulo, this is your first experience of AusRAIL, how have you found the event so far?
One of the core themes of the event this year is Customer Relations,
and you will be addressing the conference on this issue, what is your
main message to the rail industry on how to better identify and provide
for the needs of its customers?
3. Your role at Optus is a
relatively new one, why have they taken the step of creating a role that
focuses specifically on the customer experience?
4. Innovation is the other theme for AusRAIL this
year, it is often seen as crucial to the future of a business, but a
well-placed customer focused strategy can be just as effective at
driving a business forward, what do you see as the main benefits to a
business of adopting a customer centric approach?
Paulo, if you were to give the rail industry one key message to take
away from your input to the event, what would it be?