A radically different approach to the aged-care sector
Byron Cannon is the CEO of LDK Seniors' Living, a business created with the aim of disrupting the aged-care industry by providing high-quali...
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Customer Experience Leaders | CX tips, insights and practical advice
We 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 le...
Episodes
20 of 59 episodesHow Australia's leading pharmacy chain manages CX
Jeff Sells is the Executive General Manager of Retail Pharmacy for Sigma Healthcare, a leading network of independent and franchised pharmac...
What you can learn about CX from the aged care sector
Alana Parker is the Chief Marketing Officer at the Royal Freemasons' Benevolent Institution (RFBI). Alana is an experienced marketing and c...
The secrets behind Flybuys' 25 years of success
Rosemary Martin is the Chief Customer Officer for Flybuys, the most popular customer rewards programme in Australia. In this interview, Rose...
How Bunnings maintains a 90% staff retention rate
Ryan Baker is the General Manager of Operations at Bunnings and a retail professional with 15 years of experience driving high performing te...
Turning your customers into your greatest marketing asset
Andrew Durack is the Marketing Manager for St Ives, a leading retirement living operator in Western Australia. Rather than comparing themsel...
Why Lush radically empowered their front-line teams
Emma Brady is the Customer Experience Manager at Lush Cosmetics, a brand known for their customer service excellence. Recently, Lush won an...
BONUS: We're back for 2020 with some special announcements
A few special announcements for Customer Experience Leaders in 2020. Resources mentioned: Michael Momsen (LinkedIn) Adam Jaffrey (LinkedIn)...
How to spend $129M on customer experience transformation
Bruce Dobson is the Director Customer Experience and Business Transformation at the City of Boroondara. He is leading a revolutionary $129M...
Why HubSpot killed the sales funnel
Jon Dick is the Vice President of Marketing at HubSpot, a leading marketing software company who are focused on customer centricity. They've...
Your 101 guide to STORYTELLING in business
Shawn Callahan is the Founder of Anecdote, an agency focused on business storytelling. In this episode, Shawn shares the 4 essential element...
How to improve your NPS 126 points in 9 months! | Local Land Services, Executive Director of Strategy and Engagement, Carolyn Raine
Carolyn Raine is the Executive Director of Strategy and Engagement at Local Land Services, a New South Wales government department that help...
Putting ‘care’ back into healthcare experiences | Clinic Mastery, CEO, Ben Lynch
Ben Lynch is the CEO of Clinic Mastery, a company that helps healthcare businesses grow by putting customers first. In this episode, Ben sha...
CX FAILURES!!! 💥 Why failing is the best thing that can happen. | Logitech, Head of Ultimate Ears Custom Earphones, Jonah Staw
Jonah Staw is the Head of Ultimate Ears Custom Earphones, a division of Logitech which is tasked with creating bespoke, customised, audio pr...
How to remove friction 😖 and improve customer loyalty 📈 | Friction, Author, Roger Dooley
Roger Dooley is the author of Friction - a book exploring why friction matters to customer experience. In this episode Roger shares his tips...
Why an obsession with quality really matters | Gelato Messina, Founder, Nick Palumbo
Nick Palumbo is the Founder of Gelato Messina, one of the most-loved gelato brands in Australia (if not, the world!). Known for their creati...
How to deliver 20,000 personal experiences every day | Madison Square Garden, Director of Guest Services, Joe Picco
Joe Picco is the Director of Guest Services at The Madison Square Garden Company , an organisation that runs a collection of iconic venues s...
Four mega-themes from 40 interviews with world-class CX leaders — Introducing the the Customer Experience Flywheel
Over the last 2 years on the show, we have interviewed 40 of the world's leading customer experience leaders. During these conversations, we...
Celebrity chef Neil Perry on creating memorable hospitality experiences 🍴 | Rockpool Dining Group, Culinary & Brands Director, Neil Perry
Neil Perry is the Culinary & Brands Director at Rockpool Dining Group. Neil is an iconic Australian chef who runs 60 world-class restaurants...
How to raise prices and keep customers happy! | ProfitWell, Co-Founder and CEO, Patrick Campbell
Patrick Campbell is the Co-Founder and CEO of ProfitWell, a company focused on helping subscription-based businesses reduce churn and build...