The leading virtual conference dedicated to CX leaders navigating the changing environment of customer insights & data analytics

 Date: 23 June, 2020
Time: 8:50 am – 12:10 pm AEST

Jason Smith

Director of Customer Experience Design & Change Delivery Foxtel

Day Program: 23rd June 2020

9:30 AM Back To Basics: Understanding How Foxtel Has Used COVID-19 Influenced Customer Insights To Address The Needs of Their Customers Whilst Maintaining Operational.


Foxtel is an Australian pay television company, operating in cable television, direct broadcast satellite television and IPTV streaming services. In 2019, Foxtel has over 3 million subscribers, however due to the events of COVID-19; insights show that with the drop in customer income and spending, there has been a decrease in subscriptions. This session will focus on how Foxtel has managed to balance service and sales through customer data analytics, and ensuring they meet the needs of the customers whilst also maintaining KPIs.


·        Continuing to maintain low cost preference to self-serve and maximise delivery to customer needs.

·        Using customer insights to identify changes in society and adapting business strategy to accommodate needs of the customer for efficiently.

·        Finding the balance between service and sale – making sure you meet the needs and understanding the sales element of the business.