XI Café Podcast

In this episode, Michael Dominish shares how McDonald’s Australia rebuilt its feedback loop from the ground up, slashing resolution times by 96%. With metrics like “contacts per million” and smarter workflows, this episode shows how to turn feedback into fuel for growth, loyalty, and operational alignment.

In this episode of the XI Café Podcast, we sit down with Claire Bristowe , Connecting with Customers Programme Manager at Aegon , to explore how Aegon is designing experiences that make a real difference to customers’ lives. From reshaping customer journeys to embedding a culture of empathy and insight-led decision making, Claire shares practical lessons from the frontline of CX transformation.

How do you drive customer experience transformation in a sector where tradition runs deep? In this episode, Head of Customer Experience, Melody Lim tells listeners how in just two years, AboitizPower boosted digital adoption by 250%, built a data-driven CX strategy, and prepared for open-market competition. Transformation isn’t about waiting for the perfect moment—it’s about building one.

In this episode of XI Café , we talk with Marie Corfield, Customer Experience Lead at Iress , about their journey from traditional feedback methods to a fully integrated CX program. Discover how Iress transformed their approach to customer relationships, overcame challenges, and the actionable insights that can help your business elevate its own customer experience. Tune in for inspiration and pra...

A true customer experience champion, Martin Cottell, Head of Customer Operations at Specsaver NA, is all about making customers the heart of the business. With 17 years at Specsavers, he’s led the charge in driving CX innovation and strategic growth across Northern Europe. In this podcast Martin reveals how Specsavers transforms customer feedback into powerful business change.

Simon Fraser, VP Insights and Consultancy at InMoment, and Stanford Swinton, discuss key strategies to secure brand loyalty amidst the evolving landscape of customer experience (CX).

Discover new ideas for linking CX and EX initiatives to ROI in the latest episode of XI Café! In this episode, we speak with CX and EX leaders at Downer , a prominent infrastructure services company with over 150 years of history across the Trans-Tasman. Downer’s Scott Wilson and Jake Grayson-Barker share with us valuable perspectives on leveraging feedback across multiple business units, embracin...

Discover the secrets behind exceptional customer experiences with the latest episode of XI Cafe! In this episode, we dive deep into the strategies and achievements of NZ Post , the proud winner of the 2023 Best CX Team at the CX Awards . Join us as we explore their journey, innovative approaches, and the team dynamics that set them apart in delivering outstanding customer experiences.

In this episode of the XI Café Podcast, we spoke with KARL STORZ ’s Digital Marketing & Customer Excellence Manager SEA and Taiwan—Sylvain Pingont. Sylvain brings with him over 15 years of customer experience expertise delivering projects in international cross functional teams. He has experience shaping the business requirements all the way through the process until program roll-out, and he j...

In this episode of the XI Café Podcast, we’re talking to Customer Insights Specialist at New Zealand Post —Tessa Hoffman. In this episode, we delve into Tessa’s journey from research beginnings agency-side to her pivotal role at NZ Post. Tessa also discusses her recent Rising Star of the Year nomination and a few insights projects she’s been working on.

In this episode we delve into the world of customer experience with Luka Popovac, Graincorp ’s Head of CX. Luka has unique experience transforming the CX function at one of the world’s largest automotive brands and quick service food restaurants. Discover how CX shapes today's business landscape and what lies ahead.

Mary Anne Ghobrial is the director of Australia's largest customer experience event— The Customer Show . Because she speaks to thousands of CX professionals, she has a unique perspective on the market. In this podcast, InMoment’s Simon Benns sat down to chat about demonstrating impact for your CX program, drawing a line from your program to tangible ROI, and what trends are for the customer experi...

In the latest episode of the XI Café Podcast, we interviewed Marina Strbac, who leads the Membership Experience Team at the New Zealand Automobile Association (NZAA) . Marina is a people-focused, data-informed professional with a passion for customer-centric marketing.

In this episode of the XI Café Podcast, we’re talking to State Revenue Office Victoria (SRO) Customer Experience Manager, Desmond Strydom. Desmond has over a decade of experience in this field, and in his current role, he has spearheaded and launched the VoC program at SRO. Desmond will talk about the SRO journey of launching a new VoC program, gaining support from leadership, and some of the earl...

In this episode, Melanie Disse from Auckland-based CX firm— Melanie Disse Consulting answers questions such as: How mature are Voice of Customer (VoC) programs in New Zealand compared to other countries? How does your organisation’s VoC program compare? What can you do to elevate the level of VoC program maturity at your organisation? Melanie is an experienced Voice of Customer strategist with ove...

In this episode of the XI Café Podcast we’re talking to Commonwealth Super Corporation ‘s (CSC) Katie Bogg. Katie shares how CSC relaunched its CX program to transform the business from the inside out—this includes growing the CX team and launching a series of external and internal initiatives to increase member engagement, leading to a tangible uplift for the entire organisation and its members.

In this episode of the XI Café Podcast we’re talking to legalsuper ’s CX Insights and Service Design Lead, Eslam Afifi. Eslam is a PhD & CCXP Certified Customer Experience (CX) lead with a proven record of designing and delivering CX programs across different sectors such as Financial Services, Government, Tourism, Oil and FMCG in Australia, Africa and Asia. His journey at legalsuper is worth...