Jason 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 Radio (po...
Sep 17, 2018•39 min•Ep. 28
Michael 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) Freakonomics (Pod...
Sep 03, 2018•42 min•Ep. 27
Annette 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 takeaways (starts at...
Aug 20, 2018•34 min•Ep. 26
Steven 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 above and beyon...
Aug 06, 2018•28 min•Ep. 25
Jeanne 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 Creative. Visit ...
Jul 23, 2018•27 min•Ep. 24
Jeanne 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 Think about your p...
Jul 09, 2018•34 min•Ep. 23
Janine 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) Service Bluepri...
Jun 25, 2018•33 min•Ep. 22
Dan 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 Experience Profess...
Jun 11, 2018•37 min•Ep. 21
Milly 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 from Google...
May 28, 2018•37 min•Ep. 20
Vince 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 journey with educati...
May 14, 2018•38 min•Ep. 19
Anne 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 custom...
Apr 30, 2018•50 min•Ep. 18
Robert 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 initiative Put...
Apr 16, 2018•45 min•Ep. 17
Chris 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. Turn the S...
Apr 02, 2018•43 min•Ep. 16
Craig 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 Harari. Key...
Mar 19, 2018•44 min•Ep. 15
Teresa 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 implemen...
Mar 05, 2018•45 min•Ep. 14
Charles 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), by Brené Bro...
Feb 19, 2018•47 min•Ep. 13
David 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 data an...
Feb 05, 2018•48 min•Ep. 12
Michael 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 Mathematics ...
Jan 22, 2018•28 min•Ep. 11
Dennis 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 emplo...
Jan 08, 2018•52 min•Ep. 10
Johann Kim is the Founder and Managing Director of Pigeonhole, a series of quirky and designer-esque retail stores throughout Australia. We talk to him about how a retail business like Pigeonhole is able to deliver consistent customer experiences when they have so many different store formats. We also talk about culture and how Johann's passion for delivering amazing service permeates through the business and enables staff to develop relationships with their customers. Key takeaways (starts at 2...
Dec 25, 2017•24 min•Ep. 9
Blake Morgan is a Customer Experience Futurist, Keynote Speaker and Author of the new book ‘More Is More’. On this episode, we ask her: Why does customer experience actually matter? We talk about customer support and contact centres. And of course, we discuss the future of customer experience and how technology will impact how brands engage with their customers. Resources mentioned: More Is More (book), by Blake Morgan. Fresh Air (podcast), hosted by Terry Gross, by NPR. Thick Face, Black Heart ...
Dec 11, 2017•32 min•Ep. 8
Kylie Ward is the CEO of the Australian College of Nursing. We go behind-the-scenes of the nursing world, and uncover what the role of a nurse actually is, how nurses impact patient outcomes and patient experiences, the ways nurses go above and beyond, and what a 10/10 healthcare experience looks like. There are plenty of takeaways from the nursing industry that we can apply to business generally. Resources mentioned: You Can Heal Your Life (book), by Louise Hay. The 7 Habits of Highly Effective...
Nov 27, 2017•37 min•Ep. 7
Brien Winther is the Managing Director of Pandora jewellery, in the UK. Previously, Brien was the President of Pandora Australia and New Zealand. Topic 1: How Pandora’s personalised bracelet charms helped build it into the successful brand that it is today. Topic 2: How Pandora manages the huge queues it receives every year in the lead up to Christmas and Valentine’s Day. Bonus topic: How Pandora turned a struggling retail store on Pitt St into a $10M success story. Key takeaways (starts at 30:3...
Nov 13, 2017•38 min•Ep. 6
David Buttel is the Managing Director of Raine & Horne real estate, in Neutral Bay. There's a lot of discussion in the property market right now about housing affordability, real estate ethics and an ongoing debate over whether you can trust real estate agents. We spoke to one of Australia's best real estate agents to uncover how he delights his customers, regardless of the industry's reputation. Today, we reveal the secrets of how real estate agents get the best prices when selling properti...
Oct 30, 2017•32 min•Ep. 5
Col Kennedy is the General Manager of Brand and Customer Experience at Country Road, which is a premium fashion and apparel retailer. Col has a wealth of experience from working at brands like Disney, Target and Cotton On. Topic 1: How to rethink your loyalty program to drive better relationships with customers. Topic 2: What does it take to manage a brand which has thousands of employees and still deliver consistent experiences? Resources mentioned: Start With Why (book), by Simon Sinek. Key ta...
Oct 16, 2017•31 min•Ep. 4
Peter Wagstaff is a Senior Lecturer and Marketing Academic at Monash University. We speak to Peter about customer experience in higher education. We ask the question: Who actually is a university's customer? We debate the reasons why bureaucratic organisations struggle to provide great experiences. And Peter shares a controversial opinion of why it's sometimes actually good to make a student's life difficult. Resources mentioned: The CX field-of-study is being driven by industry bodies like Gart...
Oct 02, 2017•33 min•Ep. 3
Lawrence Mitchell is the Chief Customer Officer at SumoSalad. SumoSalad is a quick service restaurant (QSR) with over 160 franchise locations across Australia. And as you'd expect for a brand like this, the in-store experience is paramount. Since we were speaking to one of Australia's only Chief Customer Officers, we asked Lawrence exactly what he does in his role. Not only that, but he also shares a great tip to ensure senior management knows whats going on at the customer level of your organis...
Oct 02, 2017•38 min•Ep. 2
Ray Gillenwater is the Founder of SpeakUp, who are experts in employee engagement. We speak to Ray about how your employees can make a bigger impact on your customers than what you might think. Ray gives away some practical tips on how to use technology to delight customers. But before Ray started his company, he was the Managing Director of BlackBerry Australia and New Zealand. And we go behind the scenes to find out where it all went wrong. Resources mentioned: UserOnboard (website), by Samuel...
Oct 02, 2017•35 min•Ep. 1
We reveal the secrets of how great brands delight their customers. We speak to the CX Leaders behind brands like Pandora, Disney, Uber, SumoSalad, Country Road, Microsoft and many more! Delighting customers shouldn't be complicated, so we're on a mission to bring you jargon-free practical takeaways to help you build great customer experiences. Customer Experience Leaders launches in October 2017. This show is produced in collaboration with Wavelength Creative. Visit wavelengthcreative.com for mo...
Sep 25, 2017•3 min
