Customer Experience Leaders

By RateIt

What's Customer Experience Leaders about?

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 leading brands. Join us as we go behind-the-scenes to discover how brands like Disney, Pandora, Optus and Country Road build experiences customers love. Produced by RateIt — the market leader in 'on the spot' customer feedback.

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Customer Experience Leaders episodes:

12.21.2020
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-quality care in vibrant communities. As the Chief Executive Officer, he is responsible for the day-to-day management of...
12.07.2020
How 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 pharmacies and healthcare providers across Australia. In this episode, Jeff unpacks how Sigma Healthcare manages their brands across two main...
11.23.2020
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 communications professional with over 20 years' experience, spanning both the for-profit and not-for-profit sectors. In this episode, she shares the...
11.09.2020
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, Rosemary discusses valuable customer insights Flybuys has gained throughout their twenty-five years of existence, and how the customer experience and...
10.26.2020
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 teams. He's been working with Bunnings since he was twenty and has now been with the company for...
02.10.2020
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 themselves to competitors, Andrew has looked to the lives being led by their residents for his marketing inspiration. The first...
01.27.2020
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 award for Customer Experience Innovation of the Year (2018). In this episode, Emma walks us through the difference...
01.20.2020
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) This show is produced in collaboration with Wavelength Creative. Visit wavelengthcreative.com for more information.
12.09.2019
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 customer experience and business transformation strategy at this local government. This transformation will reconstruct every customer touchpoint and operation...
11.11.2019
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 led the industry for years and essentially invented the inbound marketing methodology. In this episode, Jon tells us...
10.07.2019
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 elements of telling an effective story. We also discuss how storytelling can help improve internal culture and how to...
09.09.2019
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 helps farmers and land holders with issues around biosecurity and resource management. In this episode, Carolyn shares how they’ve...
08.12.2019
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 shares his tips for creating a ‘care’ factor in healthcare, and also the process to identify and...
07.08.2019
CX FAILURES!!!
Jonah Staw is the Head of Ultimate Ears Custom Earphones, a division of Logitech which is tasked with creating bespoke, customised, audio products. In this episode, he takes us behind the scenes of how you deliver customised products at scale,...
06.10.2019
How to remove friction
Roger Dooley is the author of Friction - a book exploring why friction matters to customer experience. In this episode Roger shares his tips for identifying points of friction, and how to use friction to your advantage so you can...
05.13.2019
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 creative specials, Gelato Messina is obsessive about the quality of their product, to the point where they...
04.08.2019
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 such as Madison Square Garden. Joe and his team are responsible for making sure up to 20,000...
03.18.2019
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 noticed several universal themes and best practices emerge which show how world-class brands manage their customer experience....
03.04.2019
Celebrity chef Neil Perry on creating memorable hospitality experiences
Neil Perry is the Culinary & Brands Director at Rockpool Dining Group. Neil is an iconic Australian chef who runs 60 world-class restaurants and 16 award-winning brands. He is also in charge of menu development for Qantas. In this episode...
02.18.2019
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 loyalty with their customers. In this episode Patrick shares his tips for finding the right price for your product, and...
02.04.2019
How Southwest Airlines ✈️ is taking CX to new heights | Southwest Airlines, VP of Inflight Operations, Sonya Lacore
Sonya Lacore is the Vice President of Inflight Operations at Southwest Airlines, an airline known for delivering on customer experience. Sonya runs a team that manages the 16,000 flight attendants at Southwest Airlines and is responsible for making sure staff...
01.21.2019
SPECIAL: Let's end survey hell and make feedback delightful! | RateIt, Founder & CEO, Michael Momsen
Michael Momsen is the Founder and CEO of RateIt. RateIt is on a mission to end survey hell, and is the most delightful way to collect feedback from your customers. Michael is also the co-host of Customer Experience Leaders. In...
01.07.2019
Three crucial tips to creating a great culture | Culture Amp, Director of Customer Success and Support, Steve Hopkins
Steve Hopkins is the Director of Customer Success and Support at Culture Amp - a company focused on helping businesses measure culture and gain insights from their employees. In this episode Steve shares his tips for how to measure culture,...
12.23.2018
How to build a powerful sales team
Jacco vanderKooij is the founder of Winning By Design - a company which helps businesses grow and improve their sales. Jacco is an expert at breaking down sales to its core elements so you can focus on what’s important to...
12.10.2018
What do B2B customers actually value? | Bain & Company, Partner, Eric Almquist
Eric Almquist is a partner at Bain & Company and is the author of The Elements of Value framework. In this episode, Eric shares insights from Bain’s Elements of Value research and provides useful tips on how you can identify...
11.26.2018
Three crucial Customer Success tips to ensure customer loyalty | Winning By Design, Managing Partner, Dominique Levin
Dominique Levin is Managing Partner at Winning By Design and is one of the champions of the Customer Success movement. In this episode Dominique will share her secrets for implementing customer success and help you build business impact with your...
11.12.2018
How to handle complaints like a pro | Telephone Doctor, President, Nancy Friedman
Nancy Friedman is the president of Telephone Doctor, an organisation dedicated to helping companies deliver great experiences when dealing with customers over the phone. Nancy is an expert at making sure your staff can get the information they need from...
10.29.2018
Nordstrom's secret for incredible retail growth in the digital age | The Nordstrom Way, Author, Robert Spector
Robert Spector is the author of The Nordstrom Way, a book which dissects how the company’s intense focus on the customer allows them to survive and thrive when other stores have failed. In this episode Robert will share the secrets...
10.15.2018
How to break the rules for better results! | Customer Experience Rockstar, James Dodkins (Part 2)
James Dodkins is the Customer Experience Rockstar. After a career touring the world as a guitarist in a heavy metal band, James now uses his real-life experience to help brands deliver rockstar experiences for their customers. In this episode you’ll...
10.01.2018
How to create ROCKSTAR CX
James Dodkins is the Customer Experience Rockstar. After a career touring the world as a guitarist in a heavy metal band, James now uses his real-life experience to help brands deliver rockstar experiences for their customers. In this episode you’ll...
10.01.2018
How to create ROCKSTAR CX
James Dodkins is the Customer Experience Rockstar. After a career touring the world as a guitarist in a heavy metal band, James now uses his real-life experience to help brands deliver rockstar experiences for their customers. In this episode you’ll...
09.17.2018
How to manage CX in a crisis | Volkswagen Group Australia, Chief Customer Officer, Jason Bradshaw
Jason Bradshaw is the Chief Customer Officer at Volkswagen Group Australia and author of a new book coming out about customer experience called ‘It’s all about CEX!’. He’s an expert at delivering engaging customer experiences across a network of businesses,...
09.17.2018
How to manage CX in a crisis | Volkswagen Group Australia, Chief Customer Officer, Jason Bradshaw
Jason Bradshaw is the Chief Customer Officer at Volkswagen Group Australia and author of a new book coming out about customer experience called ‘It’s all about CEX!’. He’s an expert at delivering engaging customer experiences across a network of businesses,...
09.03.2018
Customer loyalty programs… do they actually work? | Customology, General Manager, Michael Barnard
Michael Barnard is is the General Manager of Customology - a company which helps businesses create loyal customers. He’s an expert at driving customer loyalty and in this episode shares his tips for creating a loyalty program that will actually...
09.03.2018
Customer loyalty programs… do they actually work? | Customology, General Manager, Michael Barnard
Michael Barnard is is the General Manager of Customology - a company which helps businesses create loyal customers. He’s an expert at driving customer loyalty and in this episode shares his tips for creating a loyalty program that will actually...
08.20.2018
How to create a customer journey map in 6 steps | CX Journey, Founder and CEO, Annette Franz
Annette Franz is the Founder and CEO of CX Journey and is a highly respected customer experience consultant. In this episode you’ll learn about the importance of the customer journey map, how to get started with designing your own, and...
08.20.2018
How to create a customer journey map in 6 steps | CX Journey, Founder and CEO, Annette Franz
Annette Franz is the Founder and CEO of CX Journey and is a highly respected customer experience consultant. In this episode you’ll learn about the importance of the customer journey map, how to get started with designing your own, and...
08.06.2018
The secret to hiring great people | Sunlite Mitre 10, Managing Director, Steven Czeiger
Steven Czeiger is the Managing Director of Sunlite Mitre 10 - a chain of hardware stores that is dedicated to providing exceptional customer experiences. In this episode Steven will share his tips for hiring great people who have a service...
08.06.2018
The secret to hiring great people | Sunlite Mitre 10, Managing Director, Steven Czeiger
Steven Czeiger is the Managing Director of Sunlite Mitre 10 - a chain of hardware stores that is dedicated to providing exceptional customer experiences. In this episode Steven will share his tips for hiring great people who have a service...
07.23.2018
Your questions answered by the godmother of CX! | Customer Bliss, Founder and CEO, Jeanne Bliss (Part 2)
Jeanne Bliss is the CEO of Customer Bliss, a best-selling author, and also one of the founders of the Customer Experience Professionals Association. In this episode Jeanne answers questions from the Customer Experience Leaders audience. You’ll hear practical tips and...
07.23.2018
Your questions answered by the godmother of CX! | Customer Bliss, Founder and CEO, Jeanne Bliss (Part 2)
Jeanne Bliss is the CEO of Customer Bliss, a best-selling author, and also one of the founders of the Customer Experience Professionals Association. In this episode Jeanne answers questions from the Customer Experience Leaders audience. You’ll hear practical tips and...
07.09.2018
The single question that will revolutionise your CX! | Customer Bliss, Founder and CEO, Jeanne Bliss (Part 1)
Jeanne Bliss is the CEO of Customer Bliss, a best-selling author, and also one of the founders of the Customer Experience Professionals Association. In this episode you’ll learn about the importance of the Chief Customer Officer role, and how you...
07.09.2018
Passing the mum test — Part 1 | Customer Bliss, Founder and CEO, Jeanne Bliss
Jeanne Bliss is the CEO of Customer Bliss, a best-selling author, and also one of the founders of the Customer Experience Professionals Association. In this episode you’ll learn about the importance of the Chief Customer Officer role, and how you...
06.25.2018
Service blueprints: the document to end all CX nightmares! | NBN Co, Senior CX Design Lead, Janine Pawson
Janine Pawson is a Senior CX Design Lead at Australia’s NBN Co. She’s an expert at creating service blueprints to help companies understand the interactions they have with their customers. In this episode you’ll learn about the importance of a...
06.25.2018
How service blueprints help you create a great customer experience | NBN Co, Senior CX Design Lead, Janine Pawson
Janine Pawson is a Senior CX Design Lead at Australia’s NBN Co. She’s an expert at creating service blueprints to help companies understand the interactions they have with their customers. In this episode you’ll learn about the importance of a...
06.11.2018
Improve your CX 10x with these hacks from a CX PRO | Customer Experience Professional, Dan Fine
Dan Fine is a customer experience professional who has worked on brands like NAB, Telstra, Sensis, and Vic Roads. In this episode you’ll learn how to define the role of a customer experience professional, plus you’ll discover many tips and...
06.11.2018
How to become an amazing CX pro | Customer Experience Professional, Dan Fine
Dan Fine is a customer experience professional who has worked on brands like NAB, Telstra, Sensis, and Vic Roads. In this episode you’ll learn how to define the role of a customer experience professional, plus you’ll discover many tips and...
05.28.2018
What is Design Thinking? And how can you apply it right away! | Product Leader, Designer and Instructor, Milly Schmidt
Milly Schmidt is a product leader, UX designer, and instructor who helps companies integrate design thinking into their business. In this episode you’ll learn about the importance of design thinking, how it can help you make better decisions, and the...
05.28.2018
What is Design Thinking? And how can you apply it right away! | Product Leader, Designer and Instructor, Milly Schmidt
Milly Schmidt is a product leader, UX designer, and instructor who helps companies integrate design thinking into their business. In this episode you’ll learn about the importance of design thinking, how it can help you make better decisions, and the...
05.14.2018
CX lessons from big pharma: "Educate, don't sell." | Parry Branding Group, President and Chief Branding Officer, Vince Parry
Vince Parry is a veteran of the healthcare industry and is the President and Chief Branding Officer of the Parry Branding Group. He’s an expert on building healthcare brands and in this interview shares his tips for building engaging brands...

What's Customer Experience Leaders about?

Download our free app to listen on your phone

Customer Experience Leaders episodes:

A radically different approach to the aged-care sector

How Australia's leading pharmacy chain manages CX

What you can learn about CX from the aged care sector

The secrets behind Flybuys' 25 years of success

How Bunnings maintains a 90% staff retention rate

Turning your customers into your greatest marketing asset

Why Lush radically empowered their front-line teams

BONUS: We're back for 2020 with some special announcements

How to spend $129M on customer experience transformation

Why HubSpot killed the sales funnel

Your 101 guide to STORYTELLING in business

How to improve your NPS 126 points in 9 months! | Local Land Services, Executive Director of Strategy and Engagement, Carolyn Raine

Putting ‘care’ back into healthcare experiences | Clinic Mastery, CEO, Ben Lynch

CX FAILURES!!!

How to remove friction

Why an obsession with quality really matters | Gelato Messina, Founder, Nick Palumbo

How to deliver 20,000 personal experiences every day | Madison Square Garden, Director of Guest Services, Joe Picco

Four mega-themes from 40 interviews with world-class CX leaders — Introducing the the Customer Experience Flywheel

Celebrity chef Neil Perry on creating memorable hospitality experiences

How to raise prices and keep customers happy! | ProfitWell, Co-Founder and CEO, Patrick Campbell

How Southwest Airlines ✈️ is taking CX to new heights | Southwest Airlines, VP of Inflight Operations, Sonya Lacore

SPECIAL: Let's end survey hell and make feedback delightful! | RateIt, Founder & CEO, Michael Momsen

Three crucial tips to creating a great culture | Culture Amp, Director of Customer Success and Support, Steve Hopkins

How to build a powerful sales team

What do B2B customers actually value? | Bain & Company, Partner, Eric Almquist

Three crucial Customer Success tips to ensure customer loyalty | Winning By Design, Managing Partner, Dominique Levin

How to handle complaints like a pro | Telephone Doctor, President, Nancy Friedman

Nordstrom's secret for incredible retail growth in the digital age | The Nordstrom Way, Author, Robert Spector

How to break the rules for better results! | Customer Experience Rockstar, James Dodkins (Part 2)

How to create ROCKSTAR CX

How to create ROCKSTAR CX

How to manage CX in a crisis | Volkswagen Group Australia, Chief Customer Officer, Jason Bradshaw

How to manage CX in a crisis | Volkswagen Group Australia, Chief Customer Officer, Jason Bradshaw

Customer loyalty programs… do they actually work? | Customology, General Manager, Michael Barnard

Customer loyalty programs… do they actually work? | Customology, General Manager, Michael Barnard

How to create a customer journey map in 6 steps | CX Journey, Founder and CEO, Annette Franz

How to create a customer journey map in 6 steps | CX Journey, Founder and CEO, Annette Franz

The secret to hiring great people | Sunlite Mitre 10, Managing Director, Steven Czeiger

The secret to hiring great people | Sunlite Mitre 10, Managing Director, Steven Czeiger

Your questions answered by the godmother of CX! | Customer Bliss, Founder and CEO, Jeanne Bliss (Part 2)

Your questions answered by the godmother of CX! | Customer Bliss, Founder and CEO, Jeanne Bliss (Part 2)

The single question that will revolutionise your CX! | Customer Bliss, Founder and CEO, Jeanne Bliss (Part 1)

Passing the mum test — Part 1 | Customer Bliss, Founder and CEO, Jeanne Bliss

Service blueprints: the document to end all CX nightmares! | NBN Co, Senior CX Design Lead, Janine Pawson

How service blueprints help you create a great customer experience | NBN Co, Senior CX Design Lead, Janine Pawson

Improve your CX 10x with these hacks from a CX PRO | Customer Experience Professional, Dan Fine

How to become an amazing CX pro | Customer Experience Professional, Dan Fine

What is Design Thinking? And how can you apply it right away! | Product Leader, Designer and Instructor, Milly Schmidt

What is Design Thinking? And how can you apply it right away! | Product Leader, Designer and Instructor, Milly Schmidt

CX lessons from big pharma: "Educate, don't sell." | Parry Branding Group, President and Chief Branding Officer, Vince Parry