In 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 exist for their frontline. In this episode of The Kiwi CX Collective, we sit down with Anupama Wijesundara, a Data and Insights Leader who brings a rare blend of analytical rigor and purpose-driven leadership. With a background in frontline social work and experience managing high-pressure operations during the COVID-...
Feb 23
38 min
Is 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 engagement is falling flat. This episode explores why the most powerful tool for 2026 isn't a new piece of software—it’s the critical thinking and storytelling that only humans can provide. On The Kiwi CX Collective, we sit down with Liz Pinfold Reed, a global CX strategist and founder of Good CX. Liz has shaped cust...
Feb 2
38 min
“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 thousands of daily commuters, Henry Gray (Head of Customer Care) believes that the true heart of CX isn’t found in a script, but in the Samoan principle of tautua—the belief that the pathway to leadership is through service. On this episode of The Kiwi CX Collective, Henry shares his 25-year journey from a frontline CSR t...
Jan 18
46 min
Are 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 staff stressed, disconnected, and unsure of their impact. This episode explores how a coaching-led approach can transform leadership from transactional to genuinely empowering. On The Kiwi CX Collective, we speak with Gail Meintjeis, a leadership and coaching specialist, and former contact centre leader renowned for bui...
Dec 4, 2025
1 min
We 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 harmonize over 800 operational factors? This is the essential shift needed to move from chaotic processes to cohesive, customer-centric service. Joining us on The Kiwi CX Collective is Deepak Severtham, an international specialist in CX Strategy and Digital Transformation. Deepak defined industry standards as the architect o...
Nov 19, 2025
42 min
When 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 isn't about hardening up, but about "staying soft"? This conversation explores how compassionate, people-first leadership is the key to building resilient, positive, and genuinely effective teams. This is the core philosophy of Angela Canton, Regional Customer Experience Manager at New Zealand Couriers, who joins The ...
Nov 10, 2025
34 min
Is 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 in a "drive to the bottom," cutting costs while sacrificing the genuine human empathy that builds loyalty. This episode tackles that technology trap head-on, offering a new, human-centred playbook for blending automation with authenticity. In this episode of The Kiwi CX Collective, we sit down with Richard Winterburn,...
Oct 23, 2025
44 min
What 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, well-meaning departments work in isolation, unintentionally creating friction and frustration for the very customers they're trying to serve. This episode tackles that hidden threat head-on, offering a new playbook where CX is treated not as a departmental task, but as a company-wide team sport. In this episode of The Ki...
Oct 9, 2025
36 min
Ever 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, imagine a world where you are routed to the right person immediately, with your history already available, and your issue is resolved in a fraction of the time. That’s a good CX. In this episode of The Kiwi CX Collective, we sit down with Tim Muhundan, the CEO of Automate.CX. Tim, a former civil engineer, has a rich backgro...
Sep 24, 2025
43 min
What 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 strategist and founder of Footprint Collective. In this episode of the Kiwi CX Collective, we delve into how to elevate customer experience from functional to phenomenal. Debbie shares over 25 years of experience working with top brands across New Zealand, Australia, the USA, and South Africa, transforming contact cen...
Sep 10, 2025
42 min
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