Best Australian Design Centre Podcasts (2024)

1
Balancing AI and human connection in the contact centre 45:00

23h ago45:00

45:00

Cameron Geason is the General Manager of Retail Operations at Origin Energy. Origin Energy is one of Australia's largest energy providers and delivers electricity, gas, and LPG for more than 4 million customers nationwide. In this episode, Cameron reflects on his career and how contact centres have evolved throughout his career. He talks about how …

1
EP#110: Passion for public service with the Hon Patrick Gorman MP 32:36

2d ago32:36

32:36

In a first for Work with Purpose, we welcome The Hon Patrick Gorman MP to talk about his journey into politics, supporting the Prime Minister, and his vision for the use of artificial intelligence in the public service. From Assistant Minister to the Public Service, to Assistant Minister to the Prime Minister, to – more recently – Assistant Ministe…

1
EP#109: The policymaking toolkit – part 2 37:44

9d ago37:44

37:44

Dr Trish Mercer, Andrew Tongue PSM and Fiona Barbaro PSM return to complete your policy essentials class with a focus on the mystical policy window, the art of foresight, and the power of evaluation. In today’s complex and fast-moving environment, opportunities to introduce a policy can be tricky to identify. Dr Trish Mercer from the Australian Nat…

1
AI is the future of CX 38:03

15d ago38:03

38:03

Simon Kriss is the Chief Innovation Officer at the Customer Experience Innovation Institute (CXII) and the author of ‘The AI Empowered Customer Experience’. The Customer Experience Innovation Institute aims to change how businesses engage with customers using innovative strategies, insights, and research. In this episode, Simon shares his insights …

1
EP#108: The policymaking toolkit – part 1 31:36

16d ago31:36

31:36

Dr Trish Mercer, Andrew Tongue PSM and Fiona Barbaro PSM take us back to the essentials of policy-making – from understanding the political environment to creating a convincing narrative. What do you need to know about the political environment to make good policy? And how do you create a narrative that gets people on board with your proposal? In t…

1
Better service design is better for business 45:00

1M ago45:00

45:00

Marc Stickdorn is the CEO and Co-founder of Smaply. Smaply is a software design company specialising in journey mapping and management software used by businesses worldwide. In this episode, Marc explores what service design is and how to use it to improve customer and employee experiences using journey mapping. He emphasises the value of focusing …

1
EP#107: In defence of Australia with Matt Yannopoulos PSM 42:14

1M ago42:14

42:14

Matt Yannopoulos PSM, Associate Secretary of the Department of Defence, maps out a unified approach for the public service to defend Australia’s interests. In a world with increasing geopolitical tension, collaboration across the public service remains key to protecting Australia’s security and prosperity. On this episode, David Pembroke sits down …

1
EP#106: ‘Blak, Loud and Proud’ with Corey Tutt OAM and Ben Williams 42:38

1M ago42:38

42:38

In celebration of NAIDOC Week, Corey Tutt OAM from DeadlyScience and artist Ben Williams share the spirit of pride in their heritage and work. They invite you to listen closely to create true connections with First Nations peoples. How can all Australians join in celebrating First Nations peoples’ contributions? And what will it take for the public…

1
Serving the community starts with listening to them 22:42

2M ago22:42

22:42

Greg Curcio is the Director of Customer and Performance for Knox City Council. Knox is located in Melbourne’s southeast and is one of Victoria’s most populous municipalities with over 165,000 residents calling Knox home. In this episode, Greg shares his journey to Knox City Council and emphasises the importance of community engagement and maintaini…

1
EP#105: Addressing psychosocial hazards at work 40:43

2M ago40:43

40:43

Dr Amaly Khalaf and Dr Steven Munns from the Australian Public Service Commission explore psychological safety in public sector workplaces – from the desk to the frontlines. Creating workplaces which are both mentally and physically safe is a mission close to Dr Amaly Khalaf’s and Dr Steven Munn’s hearts. On this episode of Work with Purpose, they …

1
EP#104: The power of leadership devolution with Blair Comley PSM 45:34

2M ago45:34

45:34

Secretary of the Department of Health and Aged Care Blair Comley PSM tells the story of his public service career, and highlights how devolving leadership in the public sector can reduce risk, increase work quality and staff satisfaction. Blair Comley PSM looks back at an outstanding career across the public and private sectors, from designing the …

1
How incorporating international attitudes can improve Australian service culture 37:00

2M ago37:00

37:00

Sharon Melamed is the Founder and Managing Director of Matchboard. Matchboard is a matchmaking service between companies and suppliers to take the hard work out of making business connections. In this episode, Sharon shares how a love of matchmaking in her personal life led her to found Matchboard. She also explains how living and working overseas …

1
EP#103: Changing the climate for wellbeing 38:53

2M ago38:53

38:53

As the UN Climate Change Conference wraps up in Bonn, our Work with Purpose guests Dr Mara Hammerle and Andrew Hudson discuss the link between climate change and wellbeing and share some innovative ideas for greening government procurement. Climate change remains one of the world’s most complex and systemic challenges. With a profound effect on hum…

1
AI integration means more space for experts in the contact centre 38:17

2M ago38:17

38:17

At the time of this interview, Hefin Evans was the Head of Service for the Asia-Pacific region for Philips. Philips is a leading provider of healthcare technology and medical equipment to improve the health and well-being of communities globally. In this episode, Hefin shares his leadership journey and highlights the importance of balancing effecti…

1
EP#102: A blueprint for innovation success with Michael Schwager 43:23

2M ago43:23

43:23

On today’s Work with Purpose episode, Director General of IP Australia, Michael Schwager tells IP Australia’s innovation success story, and how the broader public sector can follow in its steps. Did you know that 57 per cent of IP Australia's staff rate their culture as positively supporting innovation, 18 per cent higher than the APS average? Toda…

1
Humans, not machines, are the future of customer service 47:03

3M ago47:03

47:03

Jaquie Scammell is the CEO and Founder of Service Q and has written several books on CX. Service Q creates and delivers culture transformation programs for businesses that want to change how they engage with customers and clients. In this episode, Jaquie shares her career journey and how her understanding of service culture has developed over time.…

1
EP#101: A masterclass in human-centred design in the public sector 50:30

3M ago50:30

50:30

On today’s Work with Purpose episode, Dr Nina Terry, Bec Bodel and Professor Brenton Prosser help you learn the ropes of human-centred design. In today's complex world, how can the public sector effectively ensure that its policies and programs are centred on the needs of the people they serve? This episode explores human-centered design as one pie…

1
Innovation means breaking the rules 42:34

3M ago42:34

42:34

Adrian Swinscoe is a Customer Experience Advisor and the Author of “Punk CX”. For over 25 years, Adrian has worked with businesses to break the mould and take a more punk approach to the customer experience. In this episode, Adrian explains the Punk CX philosophy and what it means to embody the values of “investigation, agitation, and instigation”.…

1
EP#100: At the heart of public service with Dr Gordon de Brouwer 44:02

3M ago44:02

44:02

Today, we celebrate 100 episodes of Work with Purpose with a special conversation between two passionate public servants: Dr Gordon de Brouwer, Australian Public Service Commissioner and Thanuri Welaratne, education programs officer at Questacon. Together, they explore Gordon’s extensive career journey, covering the APS reform agenda and his report…

1
Episode 33 - Working with Traditional Owners to build capacity in native forestry 26:08

4M ago26:08

26:08

WARNING - Aboriginal and Torres Strait Islander listeners are advised this episode may contain the names or voices of deceased people. A recently completed research project has showcased great potential for the development of sustainable native forestry activities in the Northern Territory led by Traditional Owner communities. In this episode of Wo…

1
How delegating mundane tasks to AI leads to more engaged employees 32:09

4M ago32:09

32:09

AI has been on the lips of every industry in recent years, with contact centres particularly embracing the technology for servicing customers. Can it improve the employee experience as well? Luke Jamieson is a Solutions Consultant with Upland Software and a thought leader in EX and CX. Throughout his career, he has focused on exploring growth and o…

1
Public Sector Unearthed – EP#9: The latest buzz: Innovative European wasp control with Daniel Patterson 18:02

4M ago18:02

18:02

Daniel Patterson has always been keen to do good for Canberra’s communities – and their backyards. On this episode of Public Sector Unearthed, the horticulture expert and passionate public servant tells us the story of Canberra’s innovative European Wasp program. Daniel shares how his team manages European wasps in the ACT, by focusing on eco-frien…

1
Great CX is more than skin deep 43:20

4M ago43:20

43:20

Emma Stapleton is the Head of Customer Support at MECCA Brands. As Australia's largest beauty retailer with a thriving online store and over a hundred physical stores across Australia and New Zealand, MECCA is committed to delivering the ultimate beauty experience. In this episode, Emma will discuss the importance of designing a good employee exper…

1
Ep#99: What does a whole-of-nation approach look like for Australia? 29:29

4M ago29:29

29:29

Whilst the ‘whole-of-nation’ approach is not new on the global stage, it is still a relatively new concept in Australian international policy circles. Amidst global challenges that demand more than just government action, it is also becoming increasingly vital. Unlike the familiar whole-of-government strategy, the ‘whole-of-nation’ approach include…

1
The shift to self-scheduled work 42:37

5M ago42:37

42:37

Tim Buzza, Director of Workplace Flexibility at Verint (formerly Attune Work Solutions), joins us to discuss the transformative power of self-scheduling systems for contact centre agents. Verint’s innovative approach is reshaping the work-life balance, offering a new level of autonomy and flexibility in the workplace. In this episode, Tim demystifi…

1
Public Sector Unearthed – EP#8: Unpacking the ACT flexible work program with Matt Padovan and Noel Chan 23:40

5M ago23:40

23:40

In this episode of the Public Sector Unearthed podcast, Matt Padovan and Noel Chan from the ACT public service walk us through the organisation’s innovative flexible work program. Having worked on this project well before the world had to grapple with more flexible work demands due to COVID-19, Matt, who is director of flexible work within the ACT …

1
Public Sector Unearthed – EP#7: The story of Fitzroy Crossing community centre with Ewa Griffiths and Zara Nehow 19:36

5M ago19:36

19:36

In episode 7 of the Public Sector Unearthed podcast, we hear the success story of the Fitzroy Crossing service centre's redevelopment from Ewa Griffiths and Zara Nehow, who were at the core of this initiative. Their innovative approach involved creating a co-designed space that respects local needs and incorporates elements reflecting cultural aspe…

1
How Zoom CX is reshaping the service experience 31:13

5M ago31:13

31:13

Dina Levy is the Head of Customer Experience Channels at Zoom, and Phil is the Head of Go-To-Market for Zoom CX. Zoom started in 2011 as a video conferencing platform and has since grown into an all-in-one collaborative platform for businesses and people across the globe. In this episode, Dina and Phil explain how the latest technology from Zoom CX…

1
Extra: Count her in: women’s economic empowerment today and tomorrow 45:21

5M ago45:21

45:21

The theme for this year’s International Women’s Day is 'Count Her In: Invest in Women. Accelerate Progress.' In Australia, progress toward gender equality is ongoing, yet significant challenges remain, particularly in financial security and workforce participation. Additionally, systemic issues like the undervaluation of care and the prevalence of …

1
Failure demand: Leverage your contact centre insights to drive better commercial and employee outcomes 29:08

6M ago29:08

29:08

Peter Iansek is the CEO and Co-founder of Operative Intelligence. Operative Intelligence is a customer insights tool that uses AI to meaningfully improve the customer experience by helping to identify what customers need when they call the contact centre. In this episode, Peter tells the story of how he went from working in contact centres to found…

1
EP#98: Decoding ethical AI in Defence 41:02

6M ago41:02

41:02

Trigger warning: This podcast discusses topics related to war and warfare, which some listeners might find distressing. If you need someone to speak with, do not hesitate to contact Beyond Blue’s 24-hour support via 1300 22 4636. As AI continues to evolve, its application in defence raises critical ethical questions. Ensuring the responsible integr…

1
The omnipresence of omnichannel 36:48

6M ago36:48

36:48

Daniele Iezzi is the former General Manager of Customer Services for David Jones and the Country Road Group. David Jones is one of the world’s longest continuously operating department stores and has operated for more than 185 years. Country Road Group contains several of Australia’s most popular clothing brands: Country Road, Mimco, Trenery, Polit…

1
EP#97: Revisiting ‘Empowering women in the workplace – why mentoring matters’ 29:40

6M ago29:40

29:40

Despite greater flexibility and more opportunities, gender equity still has some way to go. The country’s gender pay gap persists, and women are still underrepresented in leadership positions according to the Workplace Gender Equality Agency. One of the ways workplaces and women themselves are trying to turn the tide, is to offer and actively engag…

1
Charity begins at home: World Vision Australia’s approach to customer support 28:31

7M ago28:31

28:31

Elisa Iurato is the Chief of Community, Retail & Supporter Experience for World Vision Australia. World Vision is a global charity committed to providing aid and resources to help children, families, and communities across the world overcome poverty. World Vision is currently involved in 347 projects in 40 countries. In this episode, Elisa explains…

1
Helping employees to help the world 30:46

7M ago30:46

30:46

Jono Kirk is the Executive Director of Supporter Experience at Compassion Australia. Compassion Australia is a not-for-profit organisation committed to providing access to healthcare and education to children around the world to lift them out of poverty. In this episode, Jono breaks down the reality of running a contact centre for a not-for-profit.…

1
Introducing 'The Calling' 1:12

7M ago1:12

1:12

Today we have a quick announcement. We're changing the name of the show. From today, the podcast will be called 'The Calling: Your Guide to Leading Modern Contact Centres'. It's the same great content you've come to expect from us, but with a new name. And we already have a group of great episodes coming up. But you don't have to take our word for …

1
EP#96: Revisiting ‘How is Australia’s public sector using generative AI?’ 35:08

7M ago35:08

35:08

Generative artificial intelligence (AI) is increasingly being used by public services globally, including in Australia, to improve policy-making and program creation. AI has immense potential to transform how the public sector functions and serves communities, from streamlining copywriting to providing strategic advice. However, there are risks and…

1
EP#95: Revisiting ‘Embracing neurodiversity in the public sector’ 35:59

7M ago35:59

35:59

Neurodiversity has become an important topic in the Australian public sector. With research suggesting that teams can be 30 per cent more productive with neurodivergent professionals, workplaces stand much to gain from greater inclusivity. Yet, many public sector workplaces can still do more to be neurodiversity inclusive. In this rerun of our most…

1
Episode 32 - Exciting times ahead as Centre for Timber Durability & Design Life enters new phase 38:35

7M ago38:35

38:35

In 2023, the FWPA-supported Centre for Timber Durability and Design Life entered an exciting new stage in its evolution with the appointment of its new Director, Professor Tripti Singh.With more than 20 years of experience in managing collaborative, multi-million-dollar research programs, Professor Singh is a leading figure in wood protection resea…

1
EP#94: Revisiting ‘Rebuilding trust and integrity after robodebt’ 32:57

8M ago32:57

32:57

The Robodebt Royal Commission highlighted the tremendous impact government policy gone wrong can have on the lives of Australians. The evidence given at the royal commission hearings also brought into question the state of ‘frank and fearless advice’ in the service. In the first rerun of our best episodes in 2023, we revisit our conversation with t…

1
Public Sector Unearthed – EP#6: Empowered communities with Kristina Musial-Aderer, Reshaune Singer and Jason Quin 25:12

8M ago25:12

25:12

In episode 6 of the Public Sector Unearthed podcast, we dive into the Empowered Communities program with Kristina Musial-Aderer, adviser, Empowered Communities at the National Indigenous Australians Agency, Reshaune Singer, engagement officer for NPY Empowered Communities and Jason Quin, executive manager of NPY Empowered Communities. They share ho…

1
Public Sector Unearthed – EP#5: Connected beginnings with Lesley Richardson and Terese Christoff-Smith 21:59

9M ago21:59

21:59

In episode 5 of the Public Sector Unearthed podcast, we go behind the scenes of the Connected Beginnings program and talk to two public servants dedicated to giving First Nations children the best start in life. Lesley Richardson, director of Connected Beginnings Angurugu at the Department of Education, Northern Territory Government, shares how her…

1
Episode 31 - Protecting Australia's forests from the threat of exotic pests and diseases 26:59

9M ago26:59

26:59

This episode we take a focus on biosecurity. You’ll hear about three exciting research initiatives aimed at improving Australia’s protection measures to help mitigate the risks posed to our forests by exotic pests and diseases.Lucy Tran-Nguyen, GM of Partnerships and Innovation at Plant Health Australia, tells us about The National Forest Pest Surv…

1
EP#93: The flexible public sector workplace 49:27

9M ago49:27

49:27

Flexible work has become a staple in modern workplaces, and the public sector is no exception. With an increasing demand for work flexibility, particularly after the COVID-19 pandemic, there has been a shift towards more adaptable working environments. On this episode, we are joined by Clare Kelliher, professor of work and organisation at Cranfield…

1
Public Sector Unearthed – EP#4: A regional study hub to call home with Libby Beattie and Olivia Sice 19:50

9M ago19:50

19:50

In episode 4 of the Public Sector Unearthed podcast, we shine a light on the incredible human stories behind the Regional University Study Hubs. Hearing from the program delivery point of view, we talk to Libby Beattie, assistant director in the higher education division at the Department of Education. Libby, driven by her own experiences growing u…

1
Public Sector Unearthed – EP#3: Inclusive by design with Danni Woods and Olympia Sarris from the Disability and Carer’s Network 19:59

10M ago19:59

19:59

In episode 3 of the Public Sector Unearthed podcast, we explore the journeys of Danni Woods, director of people and diversity, New Ways of Working program, and Olympia Sarris, departmental officer in the lived experience section at the Department of Health and Aged Care, who are dedicated to fostering inclusivity and promoting diversity in the publ…

1
Public Sector Unearthed – EP#2: Jayden Swain’s passion for diversity and inclusion 16:14

10M ago16:14

16:14

In this second episode of the Public Sector Unearthed series, we're joined by Jayden Swain, a dedicated diversity and inclusion advisor at Austrade. Having grown up in a small town, Jayden’s journey into the diversity and inclusion space was motivated by his passion for First Nations justice and education, and inspired by his grandparents, who were…

1
Public Sector Unearthed – EP#1: Bringing public service stories to life 14:27

11M ago14:27

14:27

From mentoring to inclusion networks, our new Work with Purpose spin-off series, Public Sector Unearthed, showcases the stories of public servants who are achieving grassroots culture change and reform. In this teaser episode, our series hosts Megan Aponte-Payne and Brock Phyland talk with Anna Ryan, Head of Communications and Engagement at the Aus…

1
EP#92 Part 2: Driving capability uplift in the Australian Public Service 32:33

11M ago32:33

32:33

In 2019, the Thodey Review highlighted capability challenges and untapped potential within the Australian Public Service (APS). Two years have passed, and the APS Reform Agenda is providing a once-in-a-generation opportunity to build capability and improve public service. With growing awareness of APS Reform across the service and 270 specialist ca…

1
Episode 30 - Awards, VR & Drones ... ForestLearning takes students from classroom to forest! - Pt 2 29:30

11M ago29:30

29:30

Today we bring you the second part of our focus on the latest initiatives from the FWPA-supported ForestLearning program.Tune in for everything from ForestLearning resources that utilise the latest technologies, to award wins, outstanding feedback from kids and teachers, and much, much more!By WoodChat

Podcasts Worth a Listen

Australian Design Centre Podcasts

Podcasts Worth a Listen

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