Customer Experience Leaders

Teresa Sperti is the Chief Marketing Officer at World Vision, a charity known across the world for the support they bring in times of need. In this episode, we talk about how World Vision’s plans to keep the work they do relevant to customers on digital platforms. We also discuss the need for transparency with customers and how you keep customers engaged with the core mission of your business.

Resources mentioned:

• Live, Lead, Learn (book), by Gail Kelly.
• Service Design: From Insight to implementation (book), by Andy Polaine, Lavrans Løvlie, and Ben Reason.
• Value Proposition Design (book), by Strategyzer.
• The Field Guide to Human Centered Design (book), by IDEO.

Key takeaways (starts at 35:58):

1. Use human-centred design (HCD) when thinking about your customer experience.
2. Consider all the stakeholders involved in executing a campaign.
3. Think about what parts of your business you want your customers to experience (backstage vs centre-stage).
4. Don’t just invest in technology, invest in people and process.

This show is produced in collaboration with Wavelength Creative. Visit wavelengthcreative.com for more information.

Teresa Sperti is the Chief Marketing Officer at World Vision, a charity known across the world for the support they bring in times of need. In this episode, we talk about how World Vision’s plans to keep the work they do relevant to customers on digital platforms. We also discuss the need for transparency with customers and how you keep customers engaged with the core mission of your business.

Resources mentioned:

Key takeaways (starts at 35:58):

Charles Weiser is the Head of Customer Experience at Optus, one of Australia’s largest telecommunications companies. In this episode we discuss how Optus uses data to create a positive experience for customers. We also talk about service in the age of global internet giants like Netflix or Amazon, and how Optus is keeping pace to deliver experiences which align with customer expectations.

Resources mentioned:

• The Road (book), by Cormac McCarthy
• The power of vulnerability (TED Talk), by Brené Brown.

Key takeaways (starts at 39:31):

1. Ensure that the executive team owns the customer experience
2. Everyone is the Head of CX
3. It’s worth investing in your CRM software
4. See all problems as opportunities to delight a customer
5. Small things can go a long way

This show is produced in collaboration with Wavelength Creative. Visit wavelengthcreative.com for more information.

Charles Weiser is the Head of Customer Experience at Optus, one of Australia’s largest telecommunications companies. In this episode we discuss how Optus uses data to create a positive experience for customers. We also talk about service in the age of global internet giants like Netflix or Amazon, and how Optus is keeping pace to deliver experiences which align with customer expectations.

Resources mentioned:

Key takeaways (starts at 39:31):

David Pisker is the Head of Customer Experience & eCommerce at Officeworks, Australia’s leading office supplies retailer. In this episode, we discuss how Officeworks creates delightful experiences for customers in a retail environment and why they look outside their industry to find new innovations. We also talk about the role of the customer and how businesses can meet the needs of their users in a mobile world.

Resources mentioned:

• Yammer (workplace communication tool)
• Luminoso (AI data analysis software)
• Breath (book), by Tim Winton.
• Sombrero Fallout (podcast), hosted by Ian Deeker Forth.

Key takeaways (starts at 40:30):

1. Watch for the shift from product to experience
2. Are you giving the customer confidence?
3. Take inspiration from anywhere
4. Find a way to capture innovative ideas
5. Close the feedback loop with customers

This show is produced in collaboration with Wavelength Creative. Visit wavelengthcreative.com for more information.

David Pisker is the Head of Customer Experience & eCommerce at Officeworks, Australia’s leading office supplies retailer. In this episode, we discuss how Officeworks creates delightful experiences for customers in a retail environment and why they look outside their industry to find new innovations. We also talk about the role of the customer and how businesses can meet the needs of their users in a mobile world.

Resources mentioned:

Key takeaways (starts at 40:30):

Michael Gigliuto is an engineer with Impact, a leading traffic and transport engineering consultancy that designs transport experiences for their customers. In this episode, we discuss everyone's favourite topic—parking—and how the overall design of a carpark can change the customer experience. We also talk about how some of the best design decisions counterintuitively might not be appreciated by users.

Resources mentioned:

• Urban maths: car park mayhem (research paper), published in Mathematics Today by A Townie.

Key takeaways (starts at 22:39):

1. Have key stakeholders come together at the start of a project
2. Be careful of the incentives you give staff or customers
3. Think outside of the box for the best outcome
4. Think about all the roles a customer has in their journey

This show is produced in collaboration with Wavelength Creative. Visit wavelengthcreative.com for more information.

Michael Gigliuto is an engineer with Impact, a leading traffic and transport engineering consultancy that designs transport experiences for their customers. In this episode, we discuss everyone's favourite topic—parking—and how the overall design of a carpark can change the customer experience. We also talk about how some of the best design decisions counterintuitively might not be appreciated by users.

Resources mentioned:

Key takeaways (starts at 22:39):

Dennis Snow is an author, speaker, trainer, and consultant who coaches some of the world's largest companies on customer experience. He honed his skills over a twenty-year career at Walt Disney World in which he grew from working on the front lines of some of the attractions to managing various operational functions. In this episode, we talk about how Walt Disney World is able to provide experiences which wow their customers. And we learn how Walt Disney World is able to bring all of their employees along on their customer experience journey, even if it means picking up trash.

Resources mentioned:

• Lessons from the Mouse (book), by Dennis Snow.
• The Experience Economy (book), by Joseph Pine and James Gilmore.
• The image of Walt Disney picking up trash (image), which Dennis mentions during the show.
• First, Break All The Rules (book), by Marcus Buckingham.
• Twenty Thousand Hertz (podcast), hosted by Dallas Taylor.

Key takeaways (starts at 45:12):

• Never let backstage come on-stage.
• Care about the details, as the small wins help build the entire experience.
• Be accountable to your principles.
• Hire people with a service mindset.

This show is produced in collaboration with Wavelength Creative. Visit wavelengthcreative.com for more information.

Dennis Snow is an author, speaker, trainer, and consultant who coaches some of the world's largest companies on customer experience. He honed his skills over a twenty-year career at Walt Disney World in which he grew from working on the front lines of some of the attractions to managing various operational functions. In this episode, we talk about how Walt Disney World is able to provide experiences which wow their customers. And we learn how Walt Disney World is able to bring all of their employees along on their customer experience journey, even if it means picking up trash.

Resources mentioned:

Key takeaways (starts at 45:12):