Breaking Barriers in CX: Learn from AboitizPower

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 practical takeaways!

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, embracing agility amongst emergencies, and achieving tangible business outcomes through effective CX and EX initiatives.

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 joined the podcast to tell us how his team did it.

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.