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.

This is the core philosophy of Angela Canton, Regional Customer Experience Manager at New Zealand Couriers, who joins The Kiwi CX Collective. She shares her incredible journey—from a self-described "terrified introvert" at Inland Revenue to leading high-stakes teams at Hato Hone St. John, to delivering on the promise at New Zealand Couriers. Angela explains her "people-first" mindset and how she builds a strong, supportive culture in the face of digital change and rising customer entitlement.

We explore why "Quality" is a more vital metric than AHT and the practical strategies for building a truly human-centric team:

• The "Human X-Factor": Why did Angela personally review 500 CVs without AI, and what was she looking for?
• Coaching "Digital Natives": How do you "go gently" and empower a generation that is hesitant to use the voice channel?
• Leading Through Pressure: What is the "oxygen mask" strategy, and how does it help team leaders survive peak season?
• Protecting Your People: How can you use de-escalation training and technology (like profanity filters) to protect agents from a rise in customer aggression and incivility?
• Angela's "Magic Wand Wish": What is the one thing she believes would fix customer experience from the ground up?

This is an essential listen for any contact centre team leader, operations manager, or CX executive who wants to build a truly positive and high-performing team. If you're looking for practical strategies to navigate pressure, champion compassion, and build a culture where people feel safe and valued, this episode is for you.

Guest: Angela Canton, Regional Customer Experience Manager at New Zealand Couriers

Connect with Angela:
LinkedIn: Angela Canton 

Keywords: Contact Centre Leadership, Customer Experience (CX), Team Culture, Psychological Safety, Employee Engagement, Compassionate Leadership, Coaching, Digital Natives, De-escalation, Resilience, New Zealand Business, CX Leadership, Agent Experience (AX), NZ Couriers.

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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 blending automation with authenticity.

In this episode of The Kiwi CX Collective, we sit down with Richard Winterburn, a 30-year contact centre veteran and CCNNZ Committee Member. Drawing from a career that spans 90s call centres to consulting for Buckingham Palace, Richard brings a rare and powerful perspective to the AI debate. He champions a philosophy where technology is a tool to empower people, not a replacement for them.

We discuss why so many tech projects fail and explore the critical strategies for building a CX ecosystem that truly works:

• What is "Agentic AI"? Richard breaks down this new wave of technology, explaining the "train vs. car" analogy and why 63% of customers already prefer it for certain tasks.
• Can AI ever really be empathetic? We challenge the hype and discuss why AI is still a decade away from replicating true human connection, and where that human touch remains non-negotiable.
• How does AI empower agents? Learn how tools like call summarization are moving beyond simple "time-savers" to actively improve the agent experience and capture richer data.
• How do you build a culture that supports innovation? We explore the critical need for a "failure tolerant" workplace and why the "one perfect vendor" myth is so damaging.
• What is the "Win-Win-Win"? Richard shares his framework for focusing not just on your company and your customer, but on your customer's customer to find true success.

This is a must-listen for contact centre leaders, CX strategists, and operations managers who want to move beyond the AI hype. If you want a practical blueprint for navigating new technology, getting your team on board, and building an experience that delivers both efficiency and empathy, this episode is for you.

Guest: Richard Winterburn, CCNNZ Committee Member & Founder at DigEcom 

Connect with Richard:
Linkedin: Richard Winterburn
Website: digecom.co.nz   

Keywords: Artificial Intelligence (AI), Agentic AI, Customer Experience (CX), Contact Centre, Human Empathy, Agent Experience (AX), Call Summarization, Offshoring, CX Leadership, CCNZ, New Zealand Business, CX Strategy, Technology Implementation, CX Metrics.

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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 where CX is treated not as a departmental task, but as a company-wide team sport.

In this episode of The Kiwi CX Collective, we sit down with Melanie Disse, a seasoned CX consultant, speaker, and the founder of Melanie Disse Consulting. Drawing from over a decade of experience and her background in competitive team sports like outrigger canoeing, Melanie has a unique perspective on organizational excellence. She now helps businesses break down internal walls and build a unified strategy where every single employee is responsible for delivering on the brand promise.

We discuss why the biggest threat to your customer relationships isn't your competitors but your own internal structure, and explore the key pillars of building a collaborative culture:

• What does "CX is a team sport" actually mean? Melanie explains why customer experience is a collective effort and how every department, from finance to IT, impacts the end customer.
• Why is C-suite buy-in non-negotiable? We explore the critical need for an executive-level CX leader who can establish governance, drive accountability, and get everyone paddling in the same direction.
• How do you make company values actionable? Melanie shares her principles for "operationalizing" values, moving them from a poster on the wall into the daily work and decisions of every team.
• Are traditional metrics holding you back? We challenge the value of metrics like Average Handle Time and discuss how to choose measurements that truly reflect the quality of your customer's experience.
  
  
• Who is responsible for fixing problems? Learn how a mature Voice of Customer (VoC) program can channel feedback directly to the teams that broke the experience, empowering them to fix the root cause.
• What does the future of CX look like? We discuss the evolving nature of the discipline and the trends, including AI, that leaders need to watch.
  This is a must-listen for executives, department heads, and CX professionals who are tired of putting out fires and want a blueprint for building a truly cohesive, proactive, and customer-centric organization from the top down.

Guest: Melanie Disse, Founder & Principal Consultant at Melanie Disse Consulting
Connect with Melanie:

• LinkedIn: Melanie Disse
• Website: https://www.melaniedisseconsulting.com/

Keywords: CX, Customer Experience, Team Sport, Silos, Leadership, CX Strategy, Company Culture, Voice of Customer (VoC), Customer-Centricity, Contact Centers, Melanie Disse, New Zealand Business, Organizational Alignment.

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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 down with Tim Muhundan, the CEO of Automate.CX. Tim, a former civil engineer, has a rich background in the contact centre and CX world, including being part of the team that implemented Air New Zealand's contact centre. He now helps businesses create seamless customer journeys powered by AI without losing the essential human touch.

We discuss the critical crossover between contact centers and CX, and explore the big questions shaping the industry today:

• What defines a good customer experience? Tim explains that it's the sum of every touchpoint, from initial interaction to post-transaction support.
• Is AI a threat to human agents? We look at how AI can empower agents by providing them with all the necessary information, reducing mundane tasks, and allowing them to focus on empathetic, meaningful conversations.
• What are the biggest challenges and pitfalls? Tim warns against "shadow AI," where employees use unauthorized tools, risking data breaches and compromising confidential information. He also emphasizes the danger of implementing AI just for the sake of it, and the importance of a proper business transformation project.
• Who is responsible when AI makes a mistake? We discuss the crucial need for AI governance and human accountability, with the leader ultimately being responsible for any errors.
• What does the future hold for CX in a changing New Zealand demographic? Tim highlights the opportunity for AI to bridge language and cultural barriers, providing a more personalized experience for our increasingly diverse population.

This is a must-listen for business leaders, CX professionals, and anyone curious about how to navigate the evolving landscape of customer experience and AI, ensuring that your organisation is both efficient and human-centred.

Guest: Tim Muhundan, CEO of Automate.CX

Connect with Tim:

LinkedIn: Tim Muhundan

Keywords: CX, Customer Experience, AI, Artificial Intelligence, Automation, Contact Centers, Tim Muhundan, Automate.CX, AI Governance, Data Security, Customer Journey, New Zealand Business, Omni-channel, Future of Work.

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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 with top brands across New Zealand, Australia, the USA, and South Africa, transforming contact centers into engines of growth.

We explore key topics from the conversation:
* Why your contact center is a growth revenue center, not a cost center.
* The power of a "human-centered" approach in a pre-AI and post-AI world.
* How to empower frontline staff to be your greatest asset and provide them with a voice.
* The importance of communication, collaboration, and building a strong, loyal team culture.
* Scaling customer experience during a company merger without breaking your service.
* The crucial link between staff loyalty and customer loyalty.

Debbie shares invaluable insights on daily stand-ups, fostering a collaborative team environment, and the essential role of empathy in customer service. This is a must-listen for business leaders, CX professionals, and anyone passionate about creating memorable and measurable customer experiences.

Guest: Debbie Klintworth, Founder of Footprint Collective

Connect with Debbie:
* Website: http://www.footprintcollective.co.nz/
* LinkedIn: https://www.linkedin.com/in/debbieklintworth/

Keywords: Customer Experience, CX, Contact Center, Customer Loyalty, Team Culture, Employee Empowerment, CX Strategy, Customer Service, Leadership, New Zealand Business, Omni-channel, Footprint Collective, Kiwi CX Collective, Debbie Klintworth, Customer Trust, Business Growth.

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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 engineering to the forefront of AI innovation.

We tackle the big questions:

• Are we using AI responsibly?
• What are the risks of "shadow AI" and how can we govern it effectively?
• How do you overcome the fear of AI in the workplace and get your team on board?
• The infamous Hertz case: a cautionary tale about prioritizing AI over customer experience.
• The future of jobs: will AI take them, or will it become part of them?

Matt shares a four-step process for successful AI implementation, emphasizes the importance of human accountability, and offers a glimpse into the future of AI in New Zealand.

This is a must-listen for business leaders, CX professionals, and anyone curious about the ethical and practical realities of artificial intelligence.

Guest: Matt Ensor, Founder of Kiaora AI

Connect with Matt:

• Website: kiaora.ai
• LinkedIn: Matt Ensor

Keywords: AI, Artificial Intelligence, AI Governance, AI Strategy, Responsible AI, Kiwi CX Collective, Matt Ensor, Contact Centers, Customer Experience, AI Ethics, AI Implementation, New Zealand Business, Generative AI, AI in the Workplace, Future of Work.

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