Beyond the Farm Gate is a show where we shine a light on great Australian stories in agriculture. On the show, you'll hear from farmers who've survived challenges like fire, flood, and drought; farmers who run innovative and unique agribusinesses; and farmers who are balancing work and family in rural Australia. You'll be inspired hearing their stories, and pick up some insights along the way. Produced by Rural Bank.
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The Calling is your guide to leading modern contact centres. On the show, we share innovative strategies, expert insights, and success stories from industry leaders across the world. You'll learn everything you need to turn your contact centre into a strategic value centre, where interactions become memorable experiences.
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Live recordings of inspiration, advice and support from Australian podcasting professionals.
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A show where the Queensland mining industry charts out the journey to a safer future. Hosted by forensic engineer Sean Brady, author of the Brady Review into fatal accidents in the Queensland mining industry.
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Saving Apollo 13 is the incredible story of NASA's Apollo 13 mission, told by Forensic Engineer Sean Brady. It’s the story of the spacecraft that failed en route to the moon, and the feats of human ingenuity that saved the lives of the 3 men aboard. Saving Apollo 13 is produced by: forensic engineering firm Brady Heywood, and leading podcast agency Wavelength Creative.
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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.
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Decoding Security is a podcast from Microsoft Australia about how to protect your business from the ever changing threat of cyber crime. On the show, you’ll hear from leaders in cybersecurity, as well as Microsoft experts, as we break down strategies to help keep your business secure. From identifying threats, to managing incidents — we’ll crack the code to help you stay resilient, agile and competitive.
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You've definitely heard the stories about visionary entrepreneurs and how they built their companies to incredible heights. But behind these icons of business, there's a story which often goes untold ... the story of the mentorship that helped them get there. Level Up is a show about the personal growth of some great Australian entrepreneurs and start-ups, and the mentors who've helped them along the way.
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In-house Insiders is a show where you'll hear from the most interesting in-house legal professionals in Australia. We'll explore their stories, the challenges they've faced along the way, and the lessons they've learned that have defined their careers. Produced by the Association of Corporate Counsel (ACC) Australia.
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Our Forgotten Epidemic is a six-part series about Aotearoa New Zealand's response to HIV and AIDS, and some of the many brave individuals who changed the course of history. Now, you might already be aware of the AIDS epidemic. But this is a version of the story you likely haven't heard — a story of perseverance, tragedy and above all hope. Told through interviews, archival audio, and historical sources, this podcast examines the past 40 years of HIV and AIDS in Aotearoa. Burnett Foundation A ...
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The rise of WOLF – Connecting women of the lot-feeding industry
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Amanda Moohen is the COO of Condabri Beef and the Founder of Women of Lot Feeding (WOLF). Condabri Beef is a family-owned and operated integrated beef enterprise between Miles and Condamine. Women Of Lot Feeding is a group of passionate women in feedlotting who aim to provide support and networking opportunities for those in the field. In this epis…
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Successful farms depend on solid succession strategies
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Tim McClelland is a Farmer from Birchip in North West Victoria. Together with his wife Julie, they operate their farm using a unique blend of family council and management board. In this episode, Tim opens up about their approach to succession and how it led to their current management structure. He also shares how his experience as a researcher in…
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One fish, two fish, land fish, new fish: How land-based aquaculture is aiming to change Australian fish farming
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Mat Goddard is the Founder and CEO of Aquacultr. Aquacultr aims to shake up the seafood production industry by bringing its operation inland to create land-based aquaculture systems. In this episode, Mat talks about how identifying a disconnect in food systems was the genesis for Aquacultr and how their land-based aquaculture systems can bring abou…
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Balancing technology with empathy in the contact centre
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Ryan Klausner is the Head of Customer Experience at Who Gives A Crap. Who Gives A Crap is one of Australia’s leading toilet paper subscription services and operates as a profit-for-purpose social enterprise that donates a portion of the profits to improving sanitation for people around the world. In this episode, Ryan discusses how to turn a contac…
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Churning challenges into triumphs: The evolution of Bethune Lane Dairy
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Sally Bethune is the co-owner of Bethune Lane Dairy with her husband Paul at Lake Boga in Northwest Victoria. Bethune Lane Dairy is a large-scale dairy farm with on-farm milk and cheese processing. In this episode, Sally discusses how Bethune Lane Dairy has changed, from the lessons learnt during the Millennium Drought to expanding into on-farm mil…
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Balancing AI and human connection in the contact centre
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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 …
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Keep it clean, make it green: How algae can reduce methane in cattle
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Nusqe Spanton is the CEO and Founder of Provectus Algae. Provectus Algae aims to reduce the environmental impact of livestock farming by providing an algae-based supplement to reduce methane production from cows. In this episode, Nusqe explains the development of their asparagopsis-based supplement and how to incorporate it into farming operations.…
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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 …
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Kelp-fed cows: The eco-friendly solution to greener dairy farming
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Anne Bennett is the Marketing Communications Manager of Ashgrove Cheese in northern Tasmania. Ashgrove Cheese is a vertically integrated dairy farm owned and operated by the Bennett family for over a hundred years. With more farmers embracing sustainable production than ever, the Bennetts have announced their next step forward in reducing their car…
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Better service design is better for business
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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 …
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Serving the community starts with listening to them
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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…
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The future of farming is robots (and the cows love it)
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Mandy Dee is a Farmer with Clydevale Holsteins in Northwest Victoria. Clydevale Holsteins is a multi-generational family-owned and operated Holstein dairy stud. In this episode, Mandy outlines the history of Clydevale Holsteins and opens up about how they’re embracing new technologies going into the future. She digs into how they decided to upgrade…
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Stop, collaborate, and listen: The benefits of collaborative farming research
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Kelly Pearce is the Director of the Western Australia Agricultural Research Collaboration (WAARC). WAARC focused on solving tomorrow’s problems today by undertaking research, development, and extension projects catering to the unique landscape of Western Australia. In this episode, Kelly shares her career highlights after 30 years in the farming re…
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How incorporating international attitudes can improve Australian service culture
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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 …
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AI integration means more space for experts in the contact centre
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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…
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Getting unbogged: The importance of mental health support in the bush
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Mary O’Brien is the Founder and CEO of Are You Bogged Mate? Are You Bogged Mate? is an organisation committed to spreading mental health awareness in the bush with a focus on helping rural men experiencing depression. In this episode, Mary tells the story behind Are You Bogged Mate? She discusses the work the organisation is undertaking in rural co…
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Winner, winner, chicken dinner: How regenerative farming practices result in better chickens
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Kim Kiss is the Owner of Grassland Poultry in Central NSW. Together with her husband Bryan, they operate a free-range poultry farm using regenerative farming practices. In this episode, Kim discusses why they chose a path of sustainable, regenerative farming practices and how that has impacted their operation. She also emphasises the importance of …
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Humans, not machines, are the future of customer service
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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.…
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What Total Mixed Ration feeding systems can do for your dairy operation
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Sheena Carter is a Development Officer at NSW DPI focusing on Dairy Farm Business Management. Claire Waterman is a Program Manager in the Farm Business Economics branch of Agriculture Victoria. Sheena and Claire have a wealth of ag industry experience and have worked within the dairy industry for over a decade. They recently released a collaborativ…
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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”.…
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How delegating mundane tasks to AI leads to more engaged employees
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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…
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Why this farmer rallied his community to buy the local pub
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John Clohesy is a fourth-generation farmer with a broadacre cropping and livestock operation near Sea Lake in Victoria. He is also the Chair of the Royal Hotel Co-op. In this episode, John explains how his farming operation has changed over the years and how evolving technology has influenced his business. He also opens up about the circumstances t…
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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…
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Healthy soil, healthy skies: Capturing carbon from the atmosphere to improve soil on the farm
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Guy Webb is the Global Agronomic Lead at Loam Bio. Loam Bio is undertaking significant agricultural, microbial, and climate science research and development to improve farms by removing excess carbon from the atmosphere and returning it to agricultural soil, resulting in healthier, more productive farms while fighting climate change. In this episod…
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Fruitful endeavours: Nurturing Australia’s organic future
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Nathan Free is the President of the Victorian Farmers Federation Horticulture Council and co-manages a leading organic produce and stone fruit farm with his family in Lake Boga, in Northwest Victoria. His journey from a humble roadside stall to a Nuffield Scholar and a key figure in the VFF is nothing short of remarkable. In this episode, Nathan de…
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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…
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How Zoom CX is reshaping the service experience
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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…
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The importance of taking chances and moving forward
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This episode is part two of our two-part chat with Hugh Dawson. In the last episode, we heard how Hugh ended up as the Head Stockman for one of the Northern Territory’s largest cattle stations and the industry groups and not-for-profit organisations he got involved with while he was there. In this episode, Hugh tells the story of how he decided to …
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Dusty boots to degrees: A stockman’s trek into leadership, education, and agribusiness
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Hugh Dawson is a young agriculturalist whose love of the industry has taken him all over Australia. Hugh grew up on his family’s farm in South Australia, but after high school, he found himself as the Head Stockman on a 2.6 million acre station in the Northern Territory. In this episode, Hugh shares his journey to the Northern Territory, the lesson…
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Failure demand: Leverage your contact centre insights to drive better commercial and employee outcomes
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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…
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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…
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Necessity is the mother of invention: How innovation in agritech is improving production outcomes
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Pip Grant is the CEO of Riverine Plains Inc. Riverine Plains Inc. specialises in farmer-driven research and extension to benefit broadacre farmers in Victoria and New South Wales. Throughout her career, Pip has been on the cutting edge of agritech innovation and has committed her life to programs and technology to improve outcomes for farmers and r…
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Charity begins at home: World Vision Australia’s approach to customer support
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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…
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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.…
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From cotton chipper to Federal Member: David Littleproud’s journey to politics
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The Hon David Littleproud MP is the Leader of The National Party, Member for Maranoa, and Federal Shadow Minister for Agriculture. David has represented Queensland’s Maranoa region since 2016 and held many positions in the Federal Parliament. However, his connection to ag started much earlier than that: growing up on the family farm near Chinchilla…
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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 …
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The importance of farmer-led research organisations for Australian agriculture
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Fiona Best is the CEO of Birchip Cropping Group. Birchip Cropping Group, or BCG, is a Victorian not-for-profit agricultural research group run by and for farmers and is dedicated to increasing prosperity for all farmers through scientific research and innovative strategies. In this episode, Fiona shares how her growing up on a farm influenced her c…
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Perseverance, passion, and people: The importance of encouraging young people in ag
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Florance McGufficke is the Elders NSW Livestock and Stud Stock Sales Support Officer in Dubbo. In 2023, Florance was recognised as an ambassador for women in rural NSW when she was named the Land Sydney Royal AgShows NSW Young Woman of the Year which was previously known as Sydney Royal Showgirl. In this episode, Florance speaks about the opportuni…
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The future of ag is digital: How research from the CSIRO benefits farmers
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Michael Robertson is the Director of CSIRO Agriculture and Food. The CSIRO is an iconic Australian scientific organisation that has had agricultural research as a cornerstone of its work for almost a century. In this episode, Michael will break down the tangible effects that past agricultural research has had on Australian farmers as well as the re…
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How devastating bushfires led to a thriving online business for Aussie farmers
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Bianca Tarrant is the CEO of Our Cow. Following extreme bushfires in 2019, Bianca and her partner Dave created Our Cow which is an online subscription service providing Australian meat directly from the farmer to the customer. In this episode, Bianca will open up about the issues that she and many other Australian farmers struggle with, the genesis…
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The power of resilience and embracing life in agriculture
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Jack Jordan-Hill is a Product Specialist for CLAAS LEXION harvesters in Australia. Jack has travelled the world because of ag, from delivering product presentations in Europe to harvesting grain in the United States. But his love of ag started at home, in Victoria, as a child on his family farm. In this episode, Jack shares the opportunities afford…
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Creepy crawlies or handy helpers: How microorganisms affect soil health
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Dr Anthony Young is a Senior Lecturer in Crop Protection at the University of Queensland. For over 20 years, Anthony has been researching how to detect and prevent diseases affecting agriculture. He is also passionate about creating beneficial microbial communities for improved soil health and better agricultural outcomes for farmers. In this episo…
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From the refinery to the field: What ag can learn from chemical engineering
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Tim Rethus is a farmer in Horsham, Victoria. Before pursuing his passion for ag as a dryland broadacre cropping farmer, Tim was a chemical engineer. Today, he uses the lessons he learned in chemical engineering on his farm to innovate and push the envelope. In this episode, Tim shares his early connection to ag before heading off to university and …
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It's been a while, and Annie is back with some exciting announcements from the world of Rural Bank podcasts. Firstly, 'Beyond the Farm Gate' is making a comeback! So keep an eye out for some fresh new episodes coming soon. Annie will be passing along the torch to some new voices who'll be continuing to shine a light on great ag stories from across …
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Navigating global challenges as an in-house lawyer
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Cathy Hoyle is the General Counsel and Company Secretary of Enero, an international network of marketing and communications businesses. Following a ten-year-long stint in the music industry in Los Angelos, Cathy retrained as a lawyer but never lost her passion for working with creative people. Cathy and her team were also the winners of the Small L…
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How one lawyer faced the global financial crisis in the delivery room
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Nadia Mansour is the Chief Legal Counsel at HBF Health Limited, one of Australia’s largest private health insurance providers. Before moving into in-house roles, Nadia worked in private practice and ran her own consulting firm. Nadia is passionate about mentoring, and in 2021 she won the Mentor of the Year award at the Australian Corporate Lawyer A…
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The challenges and opportunities of being a sole in-house legal counsel
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Michael Guilday is the General Counsel and Head of Property at the Sydney Fish Markets. Michael's job is incredibly diverse, involving the management of a wide range of stakeholders and overseeing the complex relocation of the fish markets. He was also the recipient of the Sole Legal Counsel of the Year Award at the 2021 Corporate Lawyer of the Yea…
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44 | Dan Hill-Smith | Human-centred leadership
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Dan Hill-Smith is the Chief Operating Officer at TSA Group TSA Group is one of Australia’s leading specialists in outsourcing and CX consultancy and services. Dan on LinkedIn About us: Stories, tips and practices to help you build adaptive teams who are ready for any challenge. Please follow, rate and review. We appreciate all your support. Check u…
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The benefits and challenges of working for a not-for-profit
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Cate Bennett is the General Counsel and Company Secretary for Movember, the world's leading men's health charity. Cate's career has comprised entirely of in-house roles in government and social enterprise, and in 2020, she won the Not For Profit Lawyer of the Year at the ACC Australia Corporate Lawyer Awards. In this episode, Cate shares what it's …
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Aditi Kogekar is the former Deputy General Counsel of icare, and the current Chief Legal Counsel at WWF Australia. Aditi was a key player in the icare's response to their recent independent review. As a result of her work in this response, Aditi was awarded Government Lawyer of the Year at ACC's Corporate Lawyer of the Year Awards. In this episode,…
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