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Best adam jaffrey podcasts we could find (Updated October 2019)
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We reveal the secrets of how great brands delight their customers. Forget the fluff and industry jargon ... this show is jam-packed with useful CX tips, insights and practical advice from leading brands. Join us as we go behind-the-scenes to discover how brands like Disney, Pandora, Optus and Country Road build experiences customers love. Produced by RateIt — the market leader in 'on the spot' customer feedback.
A show about the changing world of work, and how industry experts are finding clever solutions to tricky problems.
Live recordings of inspiration, advice and support from Australian podcasting professionals.
Carolyn Raine is the Executive Director of Strategy and Engagement at Local Land Services, a New South Wales government department that helps farmers and land holders with issues around biosecurity and resource management. In this episode, Carolyn shares how they’ve been able to identify issues with their customer experience and drive cultural ...…
Ben Lynch is the CEO of Clinic Mastery, a company that helps healthcare businesses grow by putting customers first. In this episode, Ben shares his tips for creating a ‘care’ factor in healthcare, and also the process to identify and fix systemic problems in a business to improve the overall customer experience. Resources mentioned: This Is Mar ...…
Jonah Staw is the Head of Ultimate Ears Custom Earphones, a division of Logitech which is tasked with creating bespoke, customised, audio products. In this episode, he takes us behind the scenes of how you deliver customised products at scale, and shares some tips on how to unlock great experiences in the most unexpected ways. Resources mention ...…
Roger Dooley is the author of Friction - a book exploring why friction matters to customer experience. In this episode Roger shares his tips for identifying points of friction, and how to use friction to your advantage so you can build customer loyalty. Resources mentioned: Friction (book), by Roger Dooley Perennial Seller (book), by Ryan Holid ...…
Nick Palumbo is the Founder of Gelato Messina, one of the most-loved gelato brands in Australia (if not, the world!). Known for their creative specials, Gelato Messina is obsessive about the quality of their product, to the point where they even bought a dairy farm! In this episode, Nick shares how Gelato Messina’s attention to detail results i ...…
Joe Picco is the Director of Guest Services at The Madison Square Garden Company, an organisation that runs a collection of iconic venues such as Madison Square Garden. Joe and his team are responsible for making sure up to 20,000 people have a great experience each and every time they visit. In this episode Joe shares the secrets behind the Ma ...…
Over the last 2 years on the show, we have interviewed 40 of the world’s leading customer experience leaders. During these conversations, we noticed several universal themes and best practices emerge which show how world-class brands manage their customer experience. And so, we collated these insights into four mega-themes and built an overarch ...…
Neil Perry is the Culinary & Brands Director at Rockpool Dining Group. Neil is an iconic Australian chef who runs 60 world-class restaurants and 16 award-winning brands. He is also in charge of menu development for Qantas. In this episode Neil shares his secrets for managing customer experience across so many restaurants and brands. Plus you’ll ...…
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Customer Experience Leaders
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How to raise prices and keep customers happy! | ProfitWell, Co-Founder and CEO, Patrick Campbell43:31
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Patrick Campbell is the Co-Founder and CEO of ProfitWell, a company focused on helping subscription-based businesses reduce churn and build loyalty with their customers. In this episode Patrick shares his tips for finding the right price for your product, and the secret behind fixing pricing problems without damaging your customer relationship. ...…
Sonya Lacore is the Vice President of Inflight Operations at Southwest Airlines, an airline known for delivering on customer experience. Sonya runs a team that manages the 16,000 flight attendants at Southwest Airlines and is responsible for making sure staff deliver on the organisations core values. In this episode Sonya shares her tips for ho ...…
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SPECIAL: Let's end survey hell and make feedback delightful! | RateIt, Founder & CEO, Michael Momsen56:16
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Michael Momsen is the Founder and CEO of RateIt. RateIt is on a mission to end survey hell, and is the most delightful way to collect feedback from your customers. Michael is also the co-host of Customer Experience Leaders. In this very special episode, Michael explains how to capture more useful feedback from your customers and how to use that ...…
Steve Hopkins is the Director of Customer Success and Support at Culture Amp - a company focused on helping businesses measure culture and gain insights from their employees. In this episode Steve shares his tips for how to measure culture, how to change your culture, and the importance of listening to your staff on a regular basis. Resources m ...…
Jacco vanderKooij is the founder of Winning By Design - a company which helps businesses grow and improve their sales. Jacco is an expert at breaking down sales to its core elements so you can focus on what’s important to your customer. In this special episode Jacco will share his secrets for building a customer-centric sales team, and explains ...…
Topic: How to develop your podcast speaking voice [Training workshop] Speaker: Anouska Taylor (Certified Vocal Instructor) You'll learn: 1. Why your tone of voice is so important when podcasting 2. How to warm up and take care of your voice 3. How to find your most resonant and effortless voice Anouska Taylor is an accomplished singer / perform ...…
Eric Almquist is a partner at Bain & Company and is the author of The Elements of Value framework. In this episode, Eric shares insights from Bain’s Elements of Value research and provides useful tips on how you can identify what your B2B customers actually want. Resources mentioned: Maslow’s Hierarchy of Needs (article) The Elements of Value ( ...…
Dominique Levin is Managing Partner at Winning By Design and is one of the champions of the Customer Success movement. In this episode Dominique will share her secrets for implementing customer success and help you build business impact with your customers. Resources mentioned: Winning By Design (website) Key takeaways (starts at 32:03): Custom ...…
Topic: Don’t make these podcasting mistakes — How to get the fundamentals right Speaker: Corey Layton (Content and Marketing Director, Whooshkaa) You'll learn: 1. Common mistakes to avoid with your podcast 2. How to package your show for maximum impact 3. Promotion 101 — what works and what doesn't Corey Layton is the Content and Marketing Dire ...…
Nancy Friedman is the president of Telephone Doctor, an organisation dedicated to helping companies deliver great experiences when dealing with customers over the phone. Nancy is an expert at making sure your staff can get the information they need from callers, and in this episode shares why you should always be open and honest with your custo ...…
Robert Spector is the author of The Nordstrom Way, a book which dissects how the company’s intense focus on the customer allows them to survive and thrive when other stores have failed. In this episode Robert will share the secrets from his interviews with three generations of the Nordstrom family, giving you practical tips to keep your custome ...…
Topic: Inside ESPN’s 30 for 30 podcast with Julia Henderson Speaker: Julia Henderson (Producer, ESPN's 30 for 30 podcast) Off the back of OzPod 2018, we're extremely lucky to be hosting an intimate session with Julia Henderson where we go behind the scenes of ESPN's 30 for 30 podcast. Hear the stories you won't hear at OzPod and ask the questio ...…
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Customer Experience Leaders
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How to break the rules for better results! | Customer Experience Rockstar, James Dodkins (Part 2)35:35
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James Dodkins is the Customer Experience Rockstar. After a career touring the world as a guitarist in a heavy metal band, James now uses his real-life experience to help brands deliver rockstar experiences for their customers. In this episode you’ll learn why organisations should put customers second, and James shares his four steps for proacti ...…
James Dodkins is the Customer Experience Rockstar. After a career touring the world as a guitarist in a heavy metal band, James now uses his real-life experience to help brands deliver rockstar experiences for their customers. In this episode you’ll learn why it’s important for brands to think about the customer on a personal level and how doin ...…
How lawyers are using their creativity to deliver better outcomes, despite the rise of artificial intelligence. With John Denton and Jodie Baker.By University of Melbourne.
Topic: Editing secrets from an audio pro! — Lessons from 20+ years of professional production Speaker: Peter Letts (Director of Audio at BE Media Production) You'll learn: 1. How to edit your podcast so people will listen 2. Common editing and mixing mistakes to avoid 3. Tips and tricks for producing pro quality audio Peter has been producing w ...…
How artists are influencing politics and social change, and what you can learn from artists about how to shape people's opinions. With Sally Smart.By University of Melbourne.
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Customer Experience Leaders
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How to manage CX in a crisis | Volkswagen Group Australia, Chief Customer Officer, Jason Bradshaw38:39
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Jason Bradshaw is the Chief Customer Officer at Volkswagen Group Australia and author of a new book coming out about customer experience called ‘It’s all about CEX!’. He’s an expert at delivering engaging customer experiences across a network of businesses, and in this episode talks about how businesses can connect with customers on a personal ...…
How one school showed Australia why it pays to be open to learning from the most unexpected situations. With Michael Muscat and Grace Wong.By University of Melbourne.
The evolution of personal healthcare. With Professors Doug Hilton and Ingrid Winship.By University of Melbourne.
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Customer Experience Leaders
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Customer loyalty programs… do they actually work? | Customology, General Manager, Michael Barnard42:11
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Michael Barnard is is the General Manager of Customology - a company which helps businesses create loyal customers. He’s an expert at driving customer loyalty and in this episode shares his tips for creating a loyalty program that will actually keep your customers coming back. Resources mentioned: Start With Why (Book), by Simon Sinek Eat That ...…
How to think outside of the box and jump into the unknown. With Qantas Chairman Leigh Clifford and Kerry Halupka.By University of Melbourne.
Professor Robin Batterham AO and Dr Cathy Foley on how science literacy can set you up for life.By University of Melbourne.
Topic: The business side of podcasting — Creating an engaging show which pays the bills Speaker: Kristofor Lawson (Moonshot) You'll learn: 1. Overview of Podcast Movement 2018 — What is everybody talking about in the world of podcasts? 2. Funding your side-project — How do you make money? How do you find advertisers? What CPM rate should you ch ...…
Annette Franz is the Founder and CEO of CX Journey and is a highly respected customer experience consultant. In this episode you’ll learn about the importance of the customer journey map, how to get started with designing your own, and also some practical tips to make the most of your journey mapping experience. Resources mentioned: Everybody M ...…
Hayley Purbrick and Dr Sigfredo Fuentes on the surprising lessons that winemaking and precision agriculture can teach you about decision-making.By University of Melbourne.
Former Victorian Premier The Hon. John Brumby and former President of the Australian Human Rights Commission Gillian Triggs on the fracturing of our political system and the growing need for hard evidence in a post-truth world.By University of Melbourne.
Steven Czeiger is the Managing Director of Sunlite Mitre 10 - a chain of hardware stores that is dedicated to providing exceptional customer experiences. In this episode Steven will share his tips for hiring great people who have a service mindset, and how to make sure you give customers a great experience in a retail environment. Resources men ...…
Shark Tank’s Naomi Simson and Ivan Lim on why getting back to basics is still the most effective form of entrepreneurship.By University of Melbourne.
Jeanne Bliss is the CEO of Customer Bliss, a best-selling author, and also one of the founders of the Customer Experience Professionals Association. In this episode Jeanne answers questions from the Customer Experience Leaders audience. You’ll hear practical tips and advice on how to implement a successful CX strategy within your own organisati ...…
From the University of Melbourne, Expert Hack is a show about the changing world of work, and how industry experts are finding clever solutions to tricky problems. Launches 7 August, 2018. Learn more at: unimelb.edu.au/experthackBy University of Melbourne.
Topic: Is 1,000 downloads good? Podcast stats explained! Speakers: Sharon Taylor & Long Zheng (Omny Studio) You'll learn: 1. An overview of podcast stats and how to benchmark your show 2. Under the hood of how podcast media hosting actually works 3. How the podcast industry is standardising analytics with the IAB Sharon Taylor is the Chief Exec ...…
Jeanne Bliss is the CEO of Customer Bliss, a best-selling author, and also one of the founders of the Customer Experience Professionals Association. In this episode you’ll learn about the importance of the Chief Customer Officer role, and how you can drive a customer-centric focus within your organisation that would make your mother proud. Reso ...…
Janine Pawson is a Senior CX Design Lead at Australia’s NBN Co. She’s an expert at creating service blueprints to help companies understand the interactions they have with their customers. In this episode you’ll learn about the importance of a service blueprint, how it fits into the arsenal of a great CX pro, and how to actually create one for ...…
Topic: Your essential guide to the future of podcasting Speaker: James Cridland (Radio Futurologist) You'll learn: 1. What you need to do to prepare for the future of audio 2. The surprising tips podcasting can learn from radio 3. Trends impacting audio from around the world James is a radio futurologist - a writer, consultant and public speake ...…
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Customer Experience Leaders
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Improve your CX 10x with these hacks from a CX PRO | Customer Experience Professional, Dan Fine36:55
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Dan Fine is a customer experience professional who has worked on brands like NAB, Telstra, Sensis, and Vic Roads. In this episode you’ll learn how to define the role of a customer experience professional, plus you’ll discover many tips and resources that you can use on your journey to becoming a great CX pro. Resources mentioned: Service Design ...…
Milly Schmidt is a product leader, UX designer, and instructor who helps companies integrate design thinking into their business. In this episode you’ll learn about the importance of design thinking, how it can help you make better decisions, and the five step process to help you apply design thinking to your organisation right away. Resources ...…
Vince Parry is a veteran of the healthcare industry and is the President and Chief Branding Officer of the Parry Branding Group. He’s an expert on building healthcare brands and in this interview shares his tips for building engaging brands that connect with customers on a deep, personal level. Resources mentioned: Identity Crisis (book), by Vi ...…
Topic: Behind the scenes of Trace, the ABC's first true crime podcast Speaker: Rachael Brown (Creator/Investigator/Presenter, Trace) You'll learn: 1. Why it's vital to set your key intention for your project 2. The strange realisation that true-crime is not entertainment 3. How to harness the power of audience interactivity Rachael Brown is a b ...…
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Customer Experience Leaders
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What the heck is "brand citizenship" and why you need to care! | Do Good, Author, Anne Bahr Thompson49:58
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Anne Bahr Thompson is also the founder of the Brand Citizenship movement and the author of the book “Do Good”, which is designed to help leaders turn their brands into better corporate citizens. She is also a global brand strategist and founder of brand consultancy Onesixtyfourth. Prior to that, she was an Executive Director at Interbrand. In t ...…
Topic: Producing a narrative podcast without a production team Speaker: James Parkinson (Host/Producer, By Association) You'll learn: • Where to get started with audio storytelling without getting overwhelmed • How to produce narrative audio (without a production team) from start to finish • The fundamentals of planning and manage a production ...…
Robert Sørensen is a customer experience designer who specialises in improving customer experiences in the service industry. He was previously a Customer Experience Manager at IAG and was a Customer Experience Designer at Australia’s National Broadband Network (NBN). In this episode, we discuss how to build a business case for CX projects and t ...…
