Recent CX Innovator winner at the global Genesys awards, we were thrilled to be joined by Emma Noble-Beasley, the General Manager of the Contact Centre at Kiwibank for this episode. Emma delves into the dynamic world of frontline leadership and the digital transformation journey at the bank. Hosted by Sir John Kirwan and co-host Dr. Fiona Crichton, this episode is packed with valuable takeaways for leaders and professionals in high-pressure environments like the contact centre.

Emma shares her expertise on:

• Human-Centered Leadership: Discover the importance of caring for your team's emotional wellbeing and building a supportive, empathetic work environment.
• Strategic Digital Transformation: Learn about the thoughtful integration of AI and digital tools to enhance both employee and customer experiences.
• Effective Change Management: Gain insights on engaging employees early, using change champions, and fostering a culture of continuous improvement.
• Collaborative Approaches: Understand the value of collaboration with partners and teams to achieve better outcomes and align goals.
• Balanced Leadership: Find out how to balance performance demands with the need for care, ensuring sustainable and effective leadership practices.

Emma's practical advice and real-world examples make this episode a must-listen for anyone looking to navigate the complexities of leadership in fast-paced industries. Kiwibank has been an incredible customer of Groov for a number of years, and Dr Fiona, JK and the team are incredibly proud and honoured to work with them! You can read more on Groov's partnership with Kiwibank here https://www.groovnow.com/kiwibank

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