Afleveringen
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In this episode, Michael Dominish shares how McDonaldâs Australia rebuilt its feedback loop from the ground up, slashing resolution times by 96%. With metrics like âcontacts per millionâ and smarter workflows, this episode shows how to turn feedback into fuel for growth, loyalty, and operational alignment.
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In this episode of the XI CafĂ© Podcast, we sit down with Claire Bristowe, Connecting with Customers Programme Manager at Aegon, to explore how Aegon is designing experiences that make a real difference to customersâ lives. From reshaping customer journeys to embedding a culture of empathy and insight-led decision making, Claire shares practical lessons from the frontline of CX transformation.
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Zijn er afleveringen die ontbreken?
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How do you drive customer experience transformation in a sector where tradition runs deep? In this episode, Head of Customer Experience, Melody Lim tells listeners how in just two years, AboitizPower boosted digital adoption by 250%, built a data-driven CX strategy, and prepared for open-market competition. Transformation isnât about waiting for the perfect momentâitâs about building one.
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In this episode of XI Café, we talk with Marie Corfield, Customer Experience Lead at Iress, about their journey from traditional feedback methods to a fully integrated CX program. Discover how Iress transformed their approach to customer relationships, overcame challenges, and the actionable insights that can help your business elevate its own customer experience. Tune in for inspiration and practical takeaways!
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A true customer experience champion, Martin Cottell, Head of Customer Operations at Specsaver NA, is all about making customers the heart of the business. With 17 years at Specsavers, heâs led the charge in driving CX innovation and strategic growth across Northern Europe. In this podcast Martin reveals how Specsavers transforms customer feedback into powerful business change.
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Simon Fraser, VP Insights and Consultancy at InMoment, and Stanford Swinton, discuss key strategies to secure brand loyalty amidst the evolving landscape of customer experience (CX).
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Discover new ideas for linking CX and EX initiatives to ROI in the latest episode of XI CafĂ©! In this episode, we speak with CX and EX leaders at Downer, a prominent infrastructure services company with over 150 years of history across the Trans-Tasman. Downerâs Scott Wilson and Jake Grayson-Barker share with us valuable perspectives on leveraging feedback across multiple business units, embracing agility amongst emergencies, and achieving tangible business outcomes through effective CX and EX initiatives.
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Discover the secrets behind exceptional customer experiences with the latest episode of XI Cafe! In this episode, we dive deep into the strategies and achievements of NZ Post, the proud winner of the 2023 Best CX Team at the CX Awards. Join us as we explore their journey, innovative approaches, and the team dynamics that set them apart in delivering outstanding customer experiences.
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In this episode of the XI CafĂ© Podcast, we spoke with KARL STORZâs Digital Marketing & Customer Excellence Manager SEA and TaiwanâSylvain Pingont. Sylvain brings with him over 15 years of customer experience expertise delivering projects in international cross functional teams. He has experience shaping the business requirements all the way through the process until program roll-out, and he joined the podcast to tell us how his team did it.
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In this episode of the XI CafĂ© Podcast, weâre talking to Customer Insights Specialist at New Zealand Post âTessa Hoffman. In this episode, we delve into Tessaâs journey from research beginnings agency-side to her pivotal role at NZ Post. Tessa also discusses her recent Rising Star of the Year nomination and a few insights projects sheâs been working on.
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In this episode we delve into the world of customer experience with Luka Popovac, Graincorpâs Head of CX. Luka has unique experience transforming the CX function at one of the worldâs largest automotive brands and quick service food restaurants. Discover how CX shapes today's business landscape and what lies ahead.
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Mary Anne Ghobrial is the director of Australia's largest customer experience eventâThe Customer Show. Because she speaks to thousands of CX professionals, she has a unique perspective on the market. In this podcast, InMomentâs Simon Benns sat down to chat about demonstrating impact for your CX program, drawing a line from your program to tangible ROI, and what trends are for the customer experience industry. Listen to this episode to learn Mary Anneâs insider view of the key trends for CX professionals in APAC.
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In this episode of the XI CafĂ© Podcast, weâre talking to State Revenue Office Victoria (SRO) Customer Experience Manager, Desmond Strydom. Desmond has over a decade of experience in this field, and in his current role, he has spearheaded and launched the VoC program at SRO. Desmond will talk about the SRO journey of launching a new VoC program, gaining support from leadership, and some of the early success stories the team has seen.
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In this episode, Melanie Disse from Auckland-based CX firmâMelanie Disse Consulting answers questions such as:
How mature are Voice of Customer (VoC) programs in New Zealand compared to other countries?How does your organisationâs VoC program compare?What can you do to elevate the level of VoC program maturity at your organisation?Melanie is an experienced Voice of Customer strategist with over a decade of experience in CX, insights, research, and data-driven intelligence for some of the worldâs leading brands. Melanie explains what drives VoC program maturity and how leaders can increase the reach and effectiveness of their programs to improve customer experience and drive better business results.
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In this episode of the XI CafĂ© Podcast weâre talking to Commonwealth Super Corporationâs (CSC) Katie Bogg. Katie shares how CSC relaunched its CX program to transform the business from the inside outâthis includes growing the CX team and launching a series of external and internal initiatives to increase member engagement, leading to a tangible uplift for the entire organisation and its members.
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In this episode of the XI CafĂ© Podcast weâre talking to legalsuperâs CX Insights and Service Design Lead, Eslam Afifi. Eslam is a PhD & CCXP Certified Customer Experience (CX) lead with a proven record of designing and delivering CX programs across different sectors such as Financial Services, Government, Tourism, Oil and FMCG in Australia, Africa and Asia. His journey at legalsuper is worth talking about â weâll hear how his team has leveraged customer data and insights to transform legalsuperâs operating model, affecting positive change for the business and its members.
