The Kiwi CX Collective
Episodes
Turning Complex Insights into Human Outcomes with Anupama Wijesundara - S1EP11
23 Feb 2026
Contributed by Lukas
In the rush to implement the "latest and greatest" AI tools, many organisations are accidentally investing $1,000 to fix a $100 problem—or...
"Why the Best AI Tool for 2026 is Actually a Pencil" with Liz Pinfold Reed - S1EP10
02 Feb 2026
Contributed by Lukas
Is your customer experience strategy all data and no heart? In an era where AI automation and complex processes dominate the boardroom, many organisat...
The Paradox of Power: Why Great Leaders Serve First - S1EP9
18 Jan 2026
Contributed by Lukas
“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...
The Mindset Shift Leaders Use to Empower Teams with Gail Meintjeis - S1EP8
04 Dec 2025
Contributed by Lukas
Are your teams truly supported, or are they just keeping up appearances? Many leaders focus on hitting targets without understanding the human experie...
Solving Emotional Labour and Agent Burnout with Deepak Selvaratnam - S1EP7
19 Nov 2025
Contributed by Lukas
We often chase automation without a map, resulting in disjointed customer service and agent exhaustion. What if we adopted a scientific framework to m...
Why 'Staying Soft' is a CX Superpower with Angela Canton - S1EP6
10 Nov 2025
Contributed by Lukas
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 Shocking Reason 80% of AI Projects Fail" with Richard Winterburn - S1EP5
23 Oct 2025
Contributed by Lukas
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 de...
Breaking Down Silos: The Secret to World-Class CX - S1EP4
09 Oct 2025
Contributed by Lukas
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...
What Contact Centre Leaders Need to Know About AI & CX with Tim Muhundan - S1EP3
24 Sep 2025
Contributed by Lukas
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 custome...
CX, Loyalty, and Trust: A Conversation with Debbie Klintworth - S1EP2
10 Sep 2025
Contributed by Lukas
What if your frontline staff could be your biggest growth engine? 🎙️ Join us for an insightful conversation with our special guest, Debbie Klintw...
AI, Governance, and the Future of Your Job with Matt Ensor - S1EP1
27 Aug 2025
Contributed by Lukas
Navigating the age of AI? 🤖 Join us for a deep dive into the world of responsible AI deployment and governance with special guest Matt Ensor, found...