Customer Experience Leaders
60 episodes - English - Latest episode: over 3 years ago - ★★★★★ - 26 ratingsWe reveal the secrets of how great brands delight their customers. Forget the fluff and industry jargon ... this show is jam-packed with useful CX tips, insights and practical advice from leading brands. Join us as we go behind-the-scenes to discover how brands like Disney, Pandora, Optus and Country Road build experiences customers love. Produced by RateIt — the market leader in 'on the spot' customer feedback.
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Episodes
A radically different approach to the aged-care sector
December 21, 2020 13:01 - 55 minutes - 50.9 MBByron Cannon is the CEO of LDK Seniors' Living, a business created with the aim of disrupting the aged-care industry by providing high-quality care in vibrant communities. As the Chief Executive Officer, he is responsible for the day-to-day management of the business, making decisions on all matters affecting operations, performance and strategy. In today's episode, Byron shares the secret of what makes LDK different. Resources and links: https://ldkhealthcare.com.au/ https://www.linke...
How Australia's leading pharmacy chain manages CX
December 07, 2020 13:01 - 31 minutes - 28.9 MBJeff Sells is the Executive General Manager of Retail Pharmacy for Sigma Healthcare, a leading network of independent and franchised pharmacies and healthcare providers across Australia. In this episode, Jeff unpacks how Sigma Healthcare manages their brands across two main value propositions: price/range and service/value; and how they navigate running a B2B organisation while still emphasising their B2C side. He also discusses the impacts of the pandemic on the pharmacy industry. Conne...
What you can learn about CX from the aged care sector
November 23, 2020 13:01 - 33 minutes - 30.8 MBAlana Parker is the Chief Marketing Officer at the Royal Freemasons' Benevolent Institution (RFBI). Alana is an experienced marketing and communications professional with over 20 years' experience, spanning both the for-profit and not-for-profit sectors. In this episode, she shares the insights she's gained working in the aged care sector, how to work with your customers to change their perceptions, and how the aged care sector is dealing with the pandemic. Connect with us: Michael Mom...
The secrets behind Flybuys' 25 years of success
November 09, 2020 13:01 - 52 minutes - 48.2 MBRosemary Martin is the Chief Customer Officer for Flybuys, the most popular customer rewards programme in Australia. In this interview, Rosemary discusses valuable customer insights Flybuys has gained throughout their twenty-five years of existence, and how the customer experience and the features Flybuys offers have changed during the pandemic. Connect with us: Michael Momsen on LinkedIn This show is produced in collaboration with Wavelength Creative. Visit wavelengthcreative.com fo...
How Bunnings maintains a 90% staff retention rate
October 26, 2020 13:01 - 35 minutes - 32.3 MBRyan Baker is the General Manager of Operations at Bunnings and a retail professional with 15 years of experience driving high performing teams. He's been working with Bunnings since he was twenty and has now been with the company for almost nineteen years. After working his way through various roles, he now looks after all the stores in Australia. In this episode, he discusses how Bunnings maintains a connection to their local community by allowing individual stores to create their own set ...
Turning your customers into your greatest marketing asset
February 10, 2020 13:01 - 46 minutes - 43 MBAndrew Durack is the Marketing Manager for St Ives, a leading retirement living operator in Western Australia. Rather than comparing themselves to competitors, Andrew has looked to the lives being led by their residents for his marketing inspiration. The first thing you’ll learn in this episode is that retirement living and aged care are very different things. Retirement village residents prize their independence and autonomy, so customer experience must walk a tight-rope between being invis...
Why Lush radically empowered their front-line teams
January 27, 2020 13:01 - 1 hour - 60.9 MBEmma Brady is the Customer Experience Manager at Lush Cosmetics, a brand known for their customer service excellence. Recently, Lush won an award for Customer Experience Innovation of the Year (2018). In this episode, Emma walks us through the difference between customer service and customer experience, and shows how great experience design is about understanding customer needs and expectations. We also talk about the tension between decentralisation and consistency, and how Lush transformed...
The power of decentralised customer experience
January 27, 2020 13:01 - 1 hour - 60.9 MB2020 gets rolling with a bang as we welcome Emma Brady to the show. Emma is the Customer Experience Manager at Lush, a company well-known for customer service excellence, recently winning Customer Experience Innovation of the Year in 2018. But, she didn't just become the Customer Experience Manager, but instead pushed for the creation of the role. In this episode Emma will walk you through the difference between Customer Service and Customer Experience, and show how Experience design is so m...
BONUS: We're back for 2020 with some special announcements
January 20, 2020 13:01 - 3 minutes - 3.52 MBA few special announcements for Customer Experience Leaders in 2020. Resources mentioned: Michael Momsen (LinkedIn) Adam Jaffrey (LinkedIn) This show is produced in collaboration with Wavelength Creative. Visit wavelengthcreative.com for more information.
How to spend $129M on customer experience transformation
December 09, 2019 13:01 - 41 minutes - 37.6 MBBruce Dobson is the Director Customer Experience and Business Transformation at the City of Boroondara. He is leading a revolutionary $129M customer experience and business transformation strategy at this local government. This transformation will reconstruct every customer touchpoint and operation over a 15 year period to truly focus on customer centricity. And on this episode, Bruce walks us through the $129M program in detail, the challenges they've had implementing it so far, and how the...
Why HubSpot killed the sales funnel
November 11, 2019 13:01 - 50 minutes - 46.5 MBJon Dick is the Vice President of Marketing at HubSpot, a leading marketing software company who are focused on customer centricity. They've led the industry for years and essentially invented the inbound marketing methodology. In this episode, Jon tells us why HubSpot killed the traditional sales funnel and replaced it with their flywheel model. We also discuss how the most successful brands aren't focusing on tech disruption, but instead are leading with "Experience Disruption". Resour...
Your 101 guide to STORYTELLING in business
October 07, 2019 13:01 - 49 minutes - 45.7 MBShawn Callahan is the Founder of Anecdote, an agency focused on business storytelling. In this episode, Shawn shares the 4 essential elements of telling an effective story. We also discuss how storytelling can help improve internal culture and how to use storytelling to improve your sales process and customer experience. Resources mentioned: Annie’s Box (book), by Randal Keynes. Anecdotally Speaking (podcast), by Shawn Callahan & Mark Schenk. Michael Momsen (LinkedIn) Adam Jaffrey (...
How to improve your NPS 126 points in 9 months! | Local Land Services, Executive Director of Strategy and Engagement, Carolyn Raine
September 09, 2019 14:01 - 36 minutes - 33.1 MBCarolyn Raine is the Executive Director of Strategy and Engagement at Local Land Services, a New South Wales government department that helps farmers and land holders with issues around biosecurity and resource management. In this episode, Carolyn shares how they’ve been able to identify issues with their customer experience and drive cultural change that has resulted in a 126 point improvement to their NPS! Resources mentioned: Mercury: An Intimate Biography of Freddie Mercury (book),...
Putting ‘care’ back into healthcare experiences | Clinic Mastery, CEO, Ben Lynch
August 12, 2019 14:01 - 47 minutes - 43.8 MBBen Lynch is the CEO of Clinic Mastery, a company that helps healthcare businesses grow by putting customers first. In this episode, Ben shares his tips for creating a ‘care’ factor in healthcare, and also the process to identify and fix systemic problems in a business to improve the overall customer experience. Resources mentioned: This Is Marketing (book), by Seth Godin Purple Cow (book), by Seth Godin The Experience Economy (book), by Joseph Pine & James H. Gilmore Never Lose A C...
CX FAILURES!!! 💥 Why failing is the best thing that can happen. | Logitech, Head of Ultimate Ears Custom Earphones, Jonah Staw
July 08, 2019 14:01 - 38 minutes - 35.7 MBJonah Staw is the Head of Ultimate Ears Custom Earphones, a division of Logitech which is tasked with creating bespoke, customised, audio products. In this episode, he takes us behind the scenes of how you deliver customised products at scale, and shares some tips on how to unlock great experiences in the most unexpected ways. Resources mentioned: Joe Rogan’s Elon Musk interview (podcast) The Sixth Man (book), by Andre Iguodala. Michael Momsen (LinkedIn) Adam Jaffrey (LinkedIn) ...
How to remove friction 😖 and improve customer loyalty 📈 | Friction, Author, Roger Dooley
June 10, 2019 14:01 - 44 minutes - 40.9 MBRoger Dooley is the author of Friction - a book exploring why friction matters to customer experience. In this episode Roger shares his tips for identifying points of friction, and how to use friction to your advantage so you can build customer loyalty. Resources mentioned: Friction (book), by Roger Dooley Perennial Seller (book), by Ryan Holiday Michael Momsen (LinkedIn) Adam Jaffrey (LinkedIn) Key takeaways (starts at 36:39): Friction can cause problems for customers and bree...
Why an obsession with quality really matters | Gelato Messina, Founder, Nick Palumbo
May 13, 2019 14:01 - 42 minutes - 39 MBNick Palumbo is the Founder of Gelato Messina, one of the most-loved gelato brands in Australia (if not, the world!). Known for their creative specials, Gelato Messina is obsessive about the quality of their product, to the point where they even bought a dairy farm! In this episode, Nick shares how Gelato Messina’s attention to detail results in delivering an exceptional experience to customers, even when they’re stuck waiting in a queue. Resources mentioned: Michael Momsen (LinkedIn) ...
How to deliver 20,000 personal experiences every day | Madison Square Garden, Director of Guest Services, Joe Picco
April 08, 2019 14:01 - 30 minutes - 27.6 MBJoe Picco is the Director of Guest Services at The Madison Square Garden Company, an organisation that runs a collection of iconic venues such as Madison Square Garden. Joe and his team are responsible for making sure up to 20,000 people have a great experience each and every time they visit. In this episode Joe shares the secrets behind the Madison Square Garden playbook and why the company focuses on delivering personal experiences to every one of their guests. Resources mentioned: E...
Four mega-themes from 40 interviews with world-class CX leaders — Introducing the the Customer Experience Flywheel
March 18, 2019 13:01 - 43 minutes - 39.9 MBOver the last 2 years on the show, we have interviewed 40 of the world’s leading customer experience leaders. During these conversations, we noticed several universal themes and best practices emerge which show how world-class brands manage their customer experience. And so, we collated these insights into four mega-themes and built an overarching model which will help you create amazing experiences for your customers. We call it The Customer Experience Flywheel, and it's our gift to the CX ...
Celebrity chef Neil Perry on creating memorable hospitality experiences 🍴 | Rockpool Dining Group, Culinary & Brands Director, Neil Perry
March 04, 2019 13:01 - 36 minutes - 33.2 MBNeil Perry is the Culinary & Brands Director at Rockpool Dining Group. Neil is an iconic Australian chef who runs 60 world-class restaurants and 16 award-winning brands. He is also in charge of menu development for Qantas. In this episode Neil shares his secrets for managing customer experience across so many restaurants and brands. Plus you’ll learn why staff at Rockpool Dining Group are taught to CARE about every person in the food chain. Resources mentioned: Gourmet Traveller (Magaz...
How to raise prices and keep customers happy! | ProfitWell, Co-Founder and CEO, Patrick Campbell
February 18, 2019 13:01 - 43 minutes - 39.9 MBPatrick Campbell is the Co-Founder and CEO of ProfitWell, a company focused on helping subscription-based businesses reduce churn and build loyalty with their customers. In this episode Patrick shares his tips for finding the right price for your product, and the secret behind fixing pricing problems without damaging your customer relationship. Resources mentioned: Google Scholar (website) The Comprehensive Guide to Reducing Churn (eBook) Michael Momsen (LinkedIn) Adam Jaffrey (Link...
How Southwest Airlines ✈️ is taking CX to new heights | Southwest Airlines, VP of Inflight Operations, Sonya Lacore
February 04, 2019 13:01 - 43 minutes - 39.9 MBSonya Lacore is the Vice President of Inflight Operations at Southwest Airlines, an airline known for delivering on customer experience. Sonya runs a team that manages the 16,000 flight attendants at Southwest Airlines and is responsible for making sure staff deliver on the organisations core values. In this episode Sonya shares her tips for how to bring large teams of staff along on your vision, and why it’s important for management to always spend time with their front line employees. ...
SPECIAL: Let's end survey hell and make feedback delightful! | RateIt, Founder & CEO, Michael Momsen
January 21, 2019 13:01 - 56 minutes - 51.6 MBMichael Momsen is the Founder and CEO of RateIt. RateIt is on a mission to end survey hell, and is the most delightful way to collect feedback from your customers. Michael is also the co-host of Customer Experience Leaders. In this very special episode, Michael explains how to capture more useful feedback from your customers and how to use that to create amazing experiences. Michael also shares his top lessons from over 30 episodes of Customer Experience Leaders. And … we go behind the scene...
Three crucial tips to creating a great culture | Culture Amp, Director of Customer Success and Support, Steve Hopkins
January 07, 2019 13:01 - 36 minutes - 33.1 MBSteve Hopkins is the Director of Customer Success and Support at Culture Amp - a company focused on helping businesses measure culture and gain insights from their employees. In this episode Steve shares his tips for how to measure culture, how to change your culture, and the importance of listening to your staff on a regular basis. Resources mentioned: Culture Amp (website) Dare to Lead (book), Brené Brown The 15 Commitments of Conscious Leadership (book), by Jim Dethmer, Diana Chap...
How to build a powerful sales team 📈 that’s also customer-centric | Winning By Design, Founder, Jacco vanderKooij
December 23, 2018 13:01 - 56 minutes - 51.9 MBJacco vanderKooij is the founder of Winning By Design - a company which helps businesses grow and improve their sales. Jacco is an expert at breaking down sales to its core elements so you can focus on what’s important to your customer. In this special episode Jacco will share his secrets for building a customer-centric sales team, and explains why it’s important to stop selling customers and to focus on helping them buy. Resources mentioned: Winning By Design (website) The Art of Mak...
What do B2B customers actually value? | Bain & Company, Partner, Eric Almquist
December 10, 2018 13:01 - 39 minutes - 35.8 MBEric Almquist is a partner at Bain & Company and is the author of The Elements of Value framework. In this episode, Eric shares insights from Bain’s Elements of Value research and provides useful tips on how you can identify what your B2B customers actually want. Resources mentioned: Maslow’s Hierarchy of Needs (article) The Elements of Value (website), Bain & Company The B2B Elements of Value Pyramid (image) The B2B Elements of Value (Harvard Business Review, 2018), Eric Almquist, ...
Three crucial Customer Success tips to ensure customer loyalty | Winning By Design, Managing Partner, Dominique Levin
November 26, 2018 13:01 - 38 minutes - 34.9 MBDominique Levin is Managing Partner at Winning By Design and is one of the champions of the Customer Success movement. In this episode Dominique will share her secrets for implementing customer success and help you build business impact with your customers. Resources mentioned: Winning By Design (website) Key takeaways (starts at 32:03): Customer success is about taking responsibility for business impact. Everyone should think about customer success. Invest in the technology nee...
How to handle complaints like a pro | Telephone Doctor, President, Nancy Friedman
November 12, 2018 13:01 - 42 minutes - 39.1 MBNancy Friedman is the president of Telephone Doctor, an organisation dedicated to helping companies deliver great experiences when dealing with customers over the phone. Nancy is an expert at making sure your staff can get the information they need from callers, and in this episode shares why you should always be open and honest with your customers, plus shares her tips on how to deal with angry callers. Resources mentioned: Telephone Doctor (website) Service Skills (course) Nancy Fr...
Nordstrom's secret for incredible retail growth in the digital age | The Nordstrom Way, Author, Robert Spector
October 29, 2018 13:01 - 28 minutes - 26.4 MBRobert Spector is the author of The Nordstrom Way, a book which dissects how the company’s intense focus on the customer allows them to survive and thrive when other stores have failed. In this episode Robert will share the secrets from his interviews with three generations of the Nordstrom family, giving you practical tips to keep your customers coming back. Resources mentioned: The Nordstrom Way (book), by Robert Spector Robert Spector (website) Key takeaways (starts at 22:37): ...
How to break the rules for better results! | Customer Experience Rockstar, James Dodkins (Part 2)
October 15, 2018 13:01 - 35 minutes - 32.6 MBJames Dodkins is the Customer Experience Rockstar. After a career touring the world as a guitarist in a heavy metal band, James now uses his real-life experience to help brands deliver rockstar experiences for their customers. In this episode you’ll learn why organisations should put customers second, and James shares his four steps for proactively dealing with complaints. Key takeaways (starts at 30:02): Be proactive with complaints by using the 4 step process (Identify, Monitor, Commu...
How to create ROCKSTAR CX 🎸⭐🤘 | Customer Experience Rockstar, James Dodkins (Part 1)
October 01, 2018 14:01 - 22 minutes - 20.3 MBJames Dodkins is the Customer Experience Rockstar. After a career touring the world as a guitarist in a heavy metal band, James now uses his real-life experience to help brands deliver rockstar experiences for their customers. In this episode you’ll learn why it’s important for brands to think about the customer on a personal level and how doing this can help you think about what a successful experience means for them. Key takeaways (starts at 16:28): Start with empathy Challenge your ...
How to manage CX in a crisis | Volkswagen Group Australia, Chief Customer Officer, Jason Bradshaw
September 17, 2018 14:01 - 38 minutes - 35.4 MBJason Bradshaw is the Chief Customer Officer at Volkswagen Group Australia and author of a new book coming out about customer experience called ‘It’s all about CEX!’. He’s an expert at delivering engaging customer experiences across a network of businesses, and in this episode talks about how businesses can connect with customers on a personal level, plus explores what it takes to build trust and deliver a great customer experience during a crisis. Resources mentioned: Amazing Business Ra...
Customer loyalty programs… do they actually work? | Customology, General Manager, Michael Barnard
September 03, 2018 14:01 - 42 minutes - 38.7 MBMichael Barnard is is the General Manager of Customology - a company which helps businesses create loyal customers. He’s an expert at driving customer loyalty and in this episode shares his tips for creating a loyalty program that will actually keep your customers coming back. Resources mentioned: Start With Why (Book), by Simon Sinek Eat That Frog! (Book), by Brian Tracy The Personal MBA (Book), by Josh Kaufman Crack the Customer Code (Podcast) The Intuitive Customer (Podcast) Fr...
How to create a customer journey map in 6 steps | CX Journey, Founder and CEO, Annette Franz
August 20, 2018 14:01 - 34 minutes - 31.5 MBAnnette Franz is the Founder and CEO of CX Journey and is a highly respected customer experience consultant. In this episode you’ll learn about the importance of the customer journey map, how to get started with designing your own, and also some practical tips to make the most of your journey mapping experience. Resources mentioned: Everybody Matters (book), by Bob Chapman AirBNB’s 10 Star Experience (article) CX Journey (website), by Annette Franz Designing CX (website) Key tak...
The secret to hiring great people | Sunlite Mitre 10, Managing Director, Steven Czeiger
August 06, 2018 14:01 - 28 minutes - 25.8 MBSteven Czeiger is the Managing Director of Sunlite Mitre 10 - a chain of hardware stores that is dedicated to providing exceptional customer experiences. In this episode Steven will share his tips for hiring great people who have a service mindset, and how to make sure you give customers a great experience in a retail environment. Resources mentioned: Elephant Journal (website) Key takeaways (starts at 22:31): Have an obsession with hiring the right people. Highlight staff who go...
Your questions answered by the godmother of CX! | Customer Bliss, Founder and CEO, Jeanne Bliss (Part 2)
July 23, 2018 14:01 - 27 minutes - 25.1 MBJeanne Bliss is the CEO of Customer Bliss, a best-selling author, and also one of the founders of the Customer Experience Professionals Association. In this episode Jeanne answers questions from the Customer Experience Leaders audience. You’ll hear practical tips and advice on how to implement a successful CX strategy within your own organisation. Resources mentioned: Would You Do That To Your Mother (book), by Jeanne Bliss. This show is produced in collaboration with Wavelength Cre...
The single question that will revolutionise your CX! | Customer Bliss, Founder and CEO, Jeanne Bliss (Part 1)
July 09, 2018 14:01 - 34 minutes - 31.3 MBJeanne Bliss is the CEO of Customer Bliss, a best-selling author, and also one of the founders of the Customer Experience Professionals Association. In this episode you’ll learn about the importance of the Chief Customer Officer role, and how you can drive a customer-centric focus within your organisation that would make your mother proud. Resources mentioned: Would You Do That To Your Mother (book), by Jeanne Bliss. Key takeaways (starts at 28:48): Treat customers like assets T...
Service blueprints: the document to end all CX nightmares! | NBN Co, Senior CX Design Lead, Janine Pawson
June 25, 2018 14:01 - 33 minutes - 30.5 MBJanine Pawson is a Senior CX Design Lead at Australia’s NBN Co. She’s an expert at creating service blueprints to help companies understand the interactions they have with their customers. In this episode you’ll learn about the importance of a service blueprint, how it fits into the arsenal of a great CX pro, and how to actually create one for your business. Resources mentioned: Mapping Experiences (book), by James Kalbach Realtime Board (example) Learning Space Toolkit (example) Se...
Improve your CX 10x with these hacks from a CX PRO | Customer Experience Professional, Dan Fine
June 11, 2018 14:01 - 36 minutes - 33.8 MBDan Fine is a customer experience professional who has worked on brands like NAB, Telstra, Sensis, and Vic Roads. In this episode you’ll learn how to define the role of a customer experience professional, plus you’ll discover many tips and resources that you can use on your journey to becoming a great CX pro. Resources mentioned: Service Design Show (podcast). Why Service Design Thinking (podcast). This is HCD (podcast). General Assembly (course). Academy XI (course). Customer Exp...
What is Design Thinking? And how can you apply it right away! | Product Leader, Designer and Instructor, Milly Schmidt
May 28, 2018 14:01 - 37 minutes - 34.1 MBMilly Schmidt is a product leader, UX designer, and instructor who helps companies integrate design thinking into their business. In this episode you’ll learn about the importance of design thinking, how it can help you make better decisions, and the five step process to help you apply design thinking to your organisation right away. Resources mentioned: The Design of Everyday Things (book), by Donald Norman, Design Thinking Bootcamp (course), by Stanford Sprint (book), by Jake Knapp...
CX lessons from big pharma: "Educate, don't sell." | Parry Branding Group, President and Chief Branding Officer, Vince Parry
May 14, 2018 14:01 - 37 minutes - 34.4 MBVince Parry is a veteran of the healthcare industry and is the President and Chief Branding Officer of the Parry Branding Group. He’s an expert on building healthcare brands and in this interview shares his tips for building engaging brands that connect with customers on a deep, personal level. Resources mentioned: Identity Crisis (book), by Vince Parry Key takeaways (starts at 30:48): Ensure that your employees feel great as they’re part of the transaction Lead the customer jour...
What the heck is "brand citizenship" and why you need to care! | Do Good, Author, Anne Bahr Thompson
April 30, 2018 14:01 - 49 minutes - 45.8 MBAnne Bahr Thompson is also the founder of the Brand Citizenship movement and the author of the book “Do Good”, which is designed to help leaders turn their brands into better corporate citizens. She is also a global brand strategist and founder of brand consultancy Onesixtyfourth. Prior to that, she was an Executive Director at Interbrand. In this episode, Anne shares her five-step process to successful Brand Citizenship, and we discuss how businesses can use these steps to build a better cu...
Four pitfalls to avoid when implementing a CX strategy | Customer Experience Designer, Robert Sørensen
April 16, 2018 14:01 - 44 minutes - 41.2 MBRobert Sørensen is a customer experience designer who specialises in improving customer experiences in the service industry. He was previously a Customer Experience Manager at IAG and was a Customer Experience Designer at Australia’s National Broadband Network (NBN). In this episode, we discuss how to build a business case for CX projects and the four pitfalls to avoid when implementing a CX strategy. Key takeaways (starts at 39:30): Make sure you get quick wins when starting a CX initi...
The 7 things you must know to create a great company culture | The Power of Company Culture, Author, Chris Dyer
April 02, 2018 14:01 - 42 minutes - 39.3 MBChris Dyer is the founder and CEO of PeopleG2, a company that provides background checks and human capital intelligence. He’s also the author of a new book called "The Power of Company Culture: How Any Business Can Build a Culture That Improves Productivity, Performance and Profits". In this episode, we discuss how to change the culture in an organisation and why it's important to take staff along on the journey. Resources mentioned: The Power of Company Culture (book), by Chris Dyer. ...
How bots can delight customers | ABC News, Mobile Product Manager, Craig McCosker
March 19, 2018 13:01 - 43 minutes - 40 MBCraig McCosker is a Mobile Product Manager for the Australian Broadcasting Corporation (ABC). Craig and his team are responsible for managing the ABC News Messenger Bot which has been used by hundreds of thousands of people. We speak with Craig about the process of designing through experimentation and discuss how the ABC has been able to adapt its news product for a new generation of mobile-savvy users. Resources mentioned: Sapiens: A Brief History of Humankind (book), by Yuval Noah H...
How a global charity improved CX using HCD (Human Centred Design) | World Vision, Chief Marketing Officer, Teresa Sperti
March 05, 2018 13:01 - 45 minutes - 41.5 MBTeresa Sperti is the Chief Marketing Officer at World Vision, a charity known across the world for the support they bring in times of need. In this episode, we talk about how World Vision’s plans to keep the work they do relevant to customers on digital platforms. We also discuss the need for transparency with customers and how you keep customers engaged with the core mission of your business. Resources mentioned: Live, Lead, Learn (book), by Gail Kelly. Service Design: From Insight to...
How a leading telco is using CX to compete with Netflix and Amazon | Optus, Head of Customer Experience, Charles Weiser
February 19, 2018 13:01 - 46 minutes - 43 MBCharles Weiser is the Head of Customer Experience at Optus, one of Australia’s largest telecommunications companies. In this episode we discuss how Optus uses data to create a positive experience for customers. We also talk about service in the age of global internet giants like Netflix or Amazon, and how Optus is keeping pace to deliver experiences which align with customer expectations. Resources mentioned: The Road (book), by Cormac McCarthy The power of vulnerability (TED Talk), b...
How to stay relevant in the age of the customer | Officeworks, Head of Customer Experience & eCommerce, David Pisker
February 05, 2018 13:01 - 47 minutes - 43.9 MBDavid Pisker is the Head of Customer Experience & eCommerce at Officeworks, Australia’s leading office supplies retailer. In this episode, we discuss how Officeworks creates delightful experiences for customers in a retail environment and why they look outside their industry to find new innovations. We also talk about the role of the customer and how businesses can meet the needs of their users in a mobile world. Resources mentioned: Yammer (workplace communication tool) Luminoso (AI d...
Designing a delightful carpark | Impact, Traffic Engineer, Michael Gigliuto
January 22, 2018 13:01 - 28 minutes - 25.9 MBMichael Gigliuto is an engineer with Impact, a leading traffic and transport engineering consultancy that designs transport experiences for their customers. In this episode, we discuss everyone's favourite topic—parking—and how the overall design of a carpark can change the customer experience. We also talk about how some of the best design decisions counterintuitively might not be appreciated by users. Resources mentioned: Urban maths: car park mayhem (research paper), published in Mat...
The magic of Disney World | Walt Disney World, former Operating Area Manager, Dennis Snow
January 08, 2018 13:01 - 51 minutes - 47.6 MBDennis Snow is an author, speaker, trainer, and consultant who coaches some of the world's largest companies on customer experience. He honed his skills over a twenty-year career at Walt Disney World in which he grew from working on the front lines of some of the attractions to managing various operational functions. In this episode, we talk about how Walt Disney World is able to provide experiences which wow their customers. And we learn how Walt Disney World is able to bring all of their e...