The Kiwi CX Collective

In the modern contact centre, resilience isn't just a "nice-to-have"—it's a business imperative. When your team is facing profanity, racism, and personal attacks on a Monday, it’s no surprise they are less likely to show up on Thursday. But how do we bridge the gap between keeping the phones ringing and keeping our people mentally safe? In this episode of The Kiwi CX Collective...

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 leaders...

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 ,...

“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....

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...

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 special...

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. T...

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 blendi...

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...

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...

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 wi...

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, founder of Kiaora AI. In this episode of the Kiwi CX Collective, we explore how AI is already shaping industries like contact centers and what it means for leaders in New Zealand. Matt, a respected voice in AI strategy, shares his journey from civil enginee...