The Kiwi CX Collective
από Elias Kanaris
Τελευταίο επεισόδιο
The Invisible Load: Why Resilience is Your Best ROI with Debbie…
The Invisible Load: Why Resilience is Your Best ROI with Debbie…
Σχετικά με αυτό το podcast
Welcome to the C-Suite Conversations, the official podcast of CCNNZ, created for and by the contact center and customer experience community. Join us as we take a deep dive into the three core pillars of performance in our industry—Product, Process, and People. Each episode features a relaxed, in-person interview with a top-level leader, celebrating their wins, exploring the lessons they've learned, and getting to the heart of what's really working in their operations. This isn't about shiny case studies; it's about real, honest conversations that will help you feel seen, inspired, and better equipped to lead your team.
Επεισόδια
- The Invisible Load: Why Resilience is Your Best ROI with Debbie Schultz - S1EP12 · 44 λεπ. · Σεζόν 1 Επεισόδιο 12In the modern contact centre, resilience isn't just a "nice-to-have"—it's a business imperative. When your team is facing profanity, racism, and personal attacks on a Monday…
- Turning Complex Insights into Human Outcomes with Anupama Wijesundara - S1EP11 · 38 λεπ. · Σεζόν 1 Επεισόδιο 11In the rush to implement the "latest and greatest" AI tools, many organisations are accidentally investing $1,000 to fix a $100 problem—or worse, a problem that doesn't actually…
- "Why the Best AI Tool for 2026 is Actually a Pencil" with Liz Pinfold Reed - S1EP10 · 38 λεπ. · Σεζόν 1 Επεισόδιο 10Is your customer experience strategy all data and no heart? In an era where AI automation and complex processes dominate the boardroom, many organisations are finding that their…
- The Paradox of Power: Why Great Leaders Serve First - S1EP9 · 46 λεπ.“People don’t want to know how much you know, until they know how much you care.” In the high-pressure world of Auckland Transport, where service is measured in real-time by…
- The Mindset Shift Leaders Use to Empower Teams with Gail Meintjeis - S1EP8 · 1 λεπ. · Σεζόν 1 Επεισόδιο 8Are your teams truly supported, or are they just keeping up appearances? Many leaders focus on hitting targets without understanding the human experiences behind them, leaving…
- Solving Emotional Labour and Agent Burnout with Deepak Selvaratnam - S1EP7 · 42 λεπ. · Σεζόν 1 Επεισόδιο 7We often chase automation without a map, resulting in disjointed customer service and agent exhaustion. What if we adopted a scientific framework to measure, improve, and…
- Why 'Staying Soft' is a CX Superpower with Angela Canton - S1EP6 · 35 λεπ. · Σεζόν 1 Επεισόδιο 6When customer aggression is rising and peak season pressure is on, the standard response is to focus on metrics and "be tough." But what if the secret to a high-performing team…
- "The Shocking Reason 80% of AI Projects Fail" with Richard Winterburn - S1EP5 · 44 λεπ. · Σεζόν 1 Επεισόδιο 5Is your organization's rush to adopt AI actually creating a worse experience for your customers? With a shocking 80% of AI projects failing to deliver, many companies are caught…
- Breaking Down Silos: The Secret to World-Class CX - S1EP4 · 37 λεπ. · Σεζόν 1 Επεισόδιο 4What if the biggest obstacle to delivering a world-class customer experience isn't your technology or your budget, but the very structure of your organization? All too often…
- What Contact Centre Leaders Need to Know About AI & CX with Tim Muhundan - S1EP3 · 43 λεπ. · Σεζόν 1 Επεισόδιο 3Ever felt the frustration of being on hold for an hour, only to be transferred and have to explain your problem all over again? That’s a bad customer experience (CX). Now…
- CX, Loyalty, and Trust: A Conversation with Debbie Klintworth - S1EP2 · 43 λεπ. · Σεζόν 1 Επεισόδιο 2What if your frontline staff could be your biggest growth engine? 🎙️ Join us for an insightful conversation with our special guest, Debbie Klintworth, a globally experienced CX…
- AI, Governance, and the Future of Your Job with Matt Ensor - S1EP1 · 47 λεπ. · Σεζόν 1 Επεισόδιο 1Navigating the age of AI? 🤖 Join us for a deep dive into the world of responsible AI deployment and governance with special guest Matt Ensor, founder of Kiaora AI. In this…
