Best Melissa Randall Podcasts (2024)

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Episode 13: The Missing Persons Report 44:33

24m ago44:33

44:33

Ominous final emails sent by Gareth Train never made it into the hands of Queensland police. Why were those four young constables sent to that property, into that ambush, without all the information? Would it have even made a difference? This episode takes us back to the start, unravelling the missing persons report that set this whole series of tr…

1
Episode 12: An Act of Terrorism 34:33

8d ago34:33

34:33

Was the Wieambilla attack an act of terrorism? An expert in political and religious extremism dissects the evidence to address this question. He breaks down Gareth, Stacey & Nathaniel’s radicalisation into five phases, highlighting their dramatic shift through the pandemic along with the part Donald Day Jr played in the rapid escalation of the Trai…

1
Episode 11: The Madness of Three 41:35

2d ago41:35

41:35

Gareth, Stacey and Nathanial Train had descended into a world of paranoia and conspiracy, experiencing a shared psychotic disorder; Folie à troix, “madness of three”. This is the assessment of one of Australia’s leading forensic psychiatrists who, after dissecting their upbringing, communications and relationships, has delivered a deep and comprehe…

1
Episode 10: The SERT Operatives 35:25

7d ago35:25

35:25

They’re some of the most highly trained police officers in Australia; and now, specialist operatives take us inside “the most dangerous operation” they’ve ever faced - Wieambilla in December 2022. The team leader recalls the extraordinary ‘volley of gunfire’ that shook their heavy, armoured vehicles. The SERT commander lays out their mission to ‘is…

1
Episode 9: The Extraction Team 31:52

9d ago31:52

31:52

Untold stories of bravery and courage emerge as the first responding officers step into the witness box, delivering confronting and emotional testimony. Before now, we didn’t know their names, or the extent of their selfless actions, to rescue Constable Keeley Brough, retrieve their fallen colleagues and protect the community. Losing daylight, with…

1
Episode 8: Alan Dare 38:55

12d ago38:55

38:55

Alan Dare saw his killer seconds before he was shot, his neighbour by his side. Now, after almost two years, the video Alan was filming at the very moment he went to investigate the explosions and gunshots next door has been made public - and we hear from that neighbour for the first time. As Alan ventured out to the Train’s property, his wife Kerr…

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Episode 7: Randall Kirk 31:52

16d ago31:52

31:52

Confronting recordings are released by the court from Constable Randall Kirk’s body worn camera. We hear exactly how the ambush played out from the officer’s point of view as he dived for cover, saw his colleague executed, attempted to kill one of the Trains, and ran for his life. We also hear, for the first time, the voices of all four of those yo…

1
Episode 6: The Lead Investigator 38:26

25d ago38:26

38:26

The first witness takes the stand; Queensland Detective Inspector Sue Newton, who led the 16-month-long police investigation. Her evidence, and never-seen-before photos, take us inside the Train's property and house, revealing the weapons, the hiding places and some inexplicably bizarre items. The police investigation lays bare the Train’s depraved…

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Episode 5: The Inquest Begins 37:23

16d ago37:23

37:23

Chilling evidence was played to the Coroners Court on the opening day of the coronial inquest into the Wieambilla massacre, unveiling the tragic moments that led to the deaths of officers Rachel McCrow and Matthew Arnold, and neighbour Alan Dare. Footage from police body cameras established a clear timeline of the ambush, capturing the unfolding tr…

1
Episode 4: The Killers 48:14

1M ago48:14

48:14

Who were the Trains? In the days after the siege, detectives scoured the property, uncovering shocking evidence. It was the start of a years-long investigation that would reveal a twisted tale of conspiracy theories and extremism. Once-respected teachers had turned into cop killers. But what detectives uncovered in the United States would add an ev…

1
Episode 3: The Siege 20:34

26d ago20:34

20:34

A nightmare scenario was unfolding in Queensland's Western Downs: two officers had been murdered and two others were in extreme danger. In the face of untold peril, 16 brave local officers put their lives on the line to save their colleagues. Heavily armed units then moved in, engaging in an hours-long gunfight with the killers: Nathaniel, Stacey a…

1
Episode 2: The Neighbour 33:14

1M ago33:14

33:14

Alan Dare was killed when he went to investigate the gunfire and smoke, but his wife doesn't want him remembered as a hero. Kerry Dare has more questions than most about what happened in Wieambilla that day—questions she hopes the inquest will answer. In this episode, we visit Kerry at her home, neighbouring the crime scene, to relive that day thro…

1
Episode 1: The Ambush 36:52

1M ago36:52

36:52

Australia was left in shock when four young police officers were ambushed on the driveway of a property in the Queensland outback town of Wieambilla: two were executed in cold blood, two were forced to fight for their lives, and an innocent neighbour was murdered. Before the coronial inquest begins, we take you back to the 12th of December, 2022. H…

1
Introducing: The Ultimate Sacrifice 3:59

2M ago3:59

3:59

Four young officers ambushed; two escaped, two executed in cold blood, an innocent neighbour murdered. How did a routine callout turn into Queensland’s deadliest police shooting? Episodes 1 & 2 drop on Monday, July 15th. Episodes 3 & 4 drop on Monday, July 22nd. Then, from Monday July 29th, this podcast follows the coronial inquest in-depth, releas…

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271. Leveling Up Customer Interactions via Genuine Care w/ Angela Alea 50:28

10M ago50:28

50:28

Doing what's right for your customer is what's right. It’s that simple. Angela Alea, President and Chief Revenue Officer at LASSO shares valuable insights on the importance of teaching and learning in conversations, removing friction for a seamless customer experience, and the significance of feeling understood and cared for. In this conversation w…

1
270. Establishing and Evolving a Chief Experience Officer Role w/ Saira Taneja 45:56

10M ago45:56

45:56

Solving for multiple stakeholders is the essence of human-centered design. Our latest guest is Saira Taneja, a seasoned professional who has journeyed from the realms of corporate strategy to her current role as Chief Experience Officer at Cover Whale, a leading insurtech company specializing in the commercial auto industry. Together we explore the…

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269. Creating Unique, Authentic, and Local Experiences w/ Rina Johnson 47:14

10M ago47:14

47:14

As a leader, it starts with you. It starts with how you show up, in knowing what you want to be and how you want to be perceived. It's setting a tone for your team. How do you ultimately desire to show up, professionally and personally? Our latest guest, Rina Johnson, is the VP of Marketing of Patelco Credit Union, a financial cooperative with a mi…

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268. Experiencing You: Creating a Lasting Impression w/ Melissa Wright 49:35

11M ago49:35

49:35

How do people experience you? Yes, generosity might mean giving up a resource or money, but when we speak of radical generosity, it's flipping the script into being a true giver, and making people and things better than when you found them. Our latest guest, Melissa Wright, Chief Sales & Marketing Officer at American Pacific Mortgage, explains the …

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267. Self-Service vs Human Touch: Balancing Customer Sentiment w/ Michelle Randall 29:49

11M ago29:49

29:49

This call may be recorded for quality assurance purposes. We’ve all heard it, but what does it really mean? A happy, engaged and empowered agent leads to a happy, engaged and empowered customer. In this episode, we meet with four-time Chief Marketing Officer in B2B and B2B2C SaaS, Michelle Randall. She currently serves as CMO at Playvox, a company …

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266. Driving Innovation Through Equity, Equality, and Justice w/ Anna Dewar Gully 47:23

11M ago47:23

47:23

70% of people in the world deeply care about inequality and would like to see a more equal, fair and just world, but simply don't know how to get there. Our latest guest, Anna Dewar Gully, Co-Founder and Co-Chief Executive Officer at Tidal Equality, is fierce in the pursuit of passion, and admittedly obsessed with innovation. Together we explore th…

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265. Human Connection and Emotional Impact in EX and CX w/ Joey Coleman 54:44

12M ago54:44

54:44

The first 100 days are a make or break window that's critical to customer experience, and ultimately to customer lifetime value. We're living in an era where humans are dying for connection. They're dying for proof that they're relevant. They're dying for proof that they are making a contribution and having an impact. Our latest guest Joey Coleman …

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264. Personalizing the Path to Homeownership w/ Brian Vieaux 50:48

12M ago50:48

50:48

How do we become trusted advisors to people who aren’t quite ready to buy, borrow, or transact? Professionals in these spaces are often looking to remove the human with apps, tools and bots, but is that the pathway to a positive and productive CX? In this episode we dive into the world of data sharing, consumer control, and the future of the mortga…

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263. Creating Human Connection within a Global Ecosystem w/ Naomi Wheeless 50:46

1y ago50:46

50:46

The chance to have an interaction with an actual human being leads to a positive emotional resonance, which leads to more referrals and online reviews. That human connection is invaluable in strengthening how people perceive the entire brand. In this episode, we meet with Square’s Global Head of Customer Success, Naomi Wheeless, a remarkable leader…

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262. Building a More Trusting and Human Internet w/ Aaron Painter 47:43

1y ago47:43

47:43

Fact: 99% of deepfake audios can be used to break into someone's account that’s voice-based. As the digital environment gets noisier and more polluted, trust becomes even harder to build. Identity and verification go a long way to increasing safety, security, confidence and trust. Aaron Painter is the CEO of Nametag, the world's first identity veri…

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261. Showing Your Work in the Age of AI w/ Ethan Beute 17:22

1y ago17:22

17:22

Caution: be thoughtful about what you and your team outsource to generative AI, and what you continue to do yourself. When it comes to human and machine, the best solution is “both/and”, not “neither/or”. The dreaded follow up email isn’t just about the bullet pointed takeaways; it's not just about the summary. That follow up is about YOU. It's abo…

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260. Building the Cisco CX Org from Scratch w/ Andrew Carothers 46:12

1y ago46:12

46:12

It's the customer's perception of their experience with a company that matters. And in particular, the customer's perception of their ability to obtain business value. Customers are quick to switch to other brands, to competitors, that they feel are going to be easier to do business with and get them to business value faster. We talk with Andrew Ca…

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259. Best Practices for Win-Loss Analysis w/ Scott Varner 42:06

1y ago42:06

42:06

Why are you winning? Why are you losing? What’s happening to your customer? How do they feel about it? These are simple, yet important questions that can be answered by one tried and true system. We talk with Scott Varner, Enterprise Team Lead at Clozd, which provides world-class services and technology for win-loss analysis. Today we go beyond the…

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258. Honesty, Humanity, and Storytelling in B2B Marketing w/ Anthony Butler 44:44

1y ago44:44

44:44

Your mom told you honesty is the best policy, and guess what — she was right. A long-term strategy of honesty is not only good business and good marketing… It's good for the soul. Today we talk with Anthony Butler, CEO, Chief Storyteller & Author of Primal Storytelling at Can-Do Ideas, who shares his passion for connecting with his audience through…

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257. Creating Customer Continuity in B2B SaaS w/ Adam Ferris 54:07

1y ago54:07

54:07

Most of human suffering is related to an unwillingness to have difficult conversations. Today we discuss how communication, authenticity and a “Team Sport'' culture lead to fulfillment and increased revenue. We speak with Friendbuy’s VP of Revenue, Adam Ferris, about his approach to holding the customer accountable and giving them what they want wh…

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256. Putting Your Name on the Work w/ Dermot Buffini 57:09

1y ago57:09

57:09

Can this technology support a principle that I believe in? This is a critical question — but one that’s not asked often enough in our race to evaluate, acquire, and implement new tools into our businesses. We talk with Dermot Buffini, CEO of Buffini & Co. who shares the importance of excellence. When you’re making a business decision, are you putti…

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255. The Power of Human Connection in B2B Sales w/ Jessica Herrala 48:54

1y ago48:54

48:54

No matter what spectacular tech is introduced to the world, the human race will always be connected by relationships—and without the human connection between salespeople and buyers, deals won’t get closed. Salespeople are not commodities—they are real, living, breathing manifestations of company success. This is what today’s guest, Jessica Herrala,…

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254. Embracing a Psychology-Based Sales Approach w/ Jeff Shore 52:13

1y ago52:13

52:13

You can’t multiply your way out of complexity — first, you have to simplify. In today’s increasingly oversaturated market of substandard marketing and customer service, it’s getting more and more difficult to come out on top. Where most people try to win with complexity, our guest today focuses on the foundation: customer experience. Jeff Shore is …

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253. The North Star of Legendary Customer Experience w/ Danielle Lipari-Mareth 46:37

1y ago46:37

46:37

A home is one of the most significant, important purchases people make. But that doesn’t mean the process is easy. And unfortunately, it’s not always the most enjoyable. Building and buying a new home can be an extremely stressful experience. But it doesn’t have to be! Today we speak with Danielle Lipari-Mareth, Vice President of Sales and Marketin…

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252. Selling on Video: Beyond the Excuses w/ Chris Bogue 54:34

1+ y ago54:34

54:34

First the radio star, now video has killed the bland sales pitch. In today’s world of sales, people are much less inclined to answer calls from unknown numbers and are highly unlikely to open their door to a stranger. Good news: cold-calling and door-to-door sales can be replaced with video. Chris Bogue, Owner of Chris Bogue Communications, joins t…

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251. Investing in Brand, Affinity, and Owned Media w/ Anthony Kennada 48:58

1+ y ago48:58

48:58

In scaled-up business, we must always find ways to create and maintain a relational experience. In a more intimate, relational business, we’re looking for ways to scale our reach and impact. Traditional outbound prospecting tends to create noise and pollution. And today, even inbound marketing’s seeing diminishing returns. Fortunately, there is a m…

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250. The Process to Drive Revenue with Video Messaging w/ Ethan Beute 25:45

1+ y ago25:45

25:45

Humanize your customer experience and drive revenue with The BombBomb Method. As our lives and work get more digital, we’re experiencing more disconnection from our teams, partners, prospects, and customers. Close that gap and drive real revenue by adding video messages to your outreach. But don’t do it ad hoc, at random, or one off. Learn to map t…

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249. Generating Leads (and $25M) from Customer Success w/ Trina Dunham 46:11

1+ y ago46:11

46:11

Generating two million dollars in net new revenue - in the first year of a new lead gen program. In year two? 10 million.In year three? 25 million! Is it a new sales and marketing initiative? Nope. This came from the customer success organization. Today’s guest … will share that story - as well as other insights for CS teams and revenue leaders. In…

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248. Shifting a Culture to Customer-Centricity w/ George Essama 38:51

1+ y ago38:51

38:51

Imagine trying to create meaningful change in a complex environment AND against a prevailing culture. More specifically, try convincing an entire company to become more customer-centric by starting within your own team. Today you’ll get that story and it’s an award-winning effort. In this episode, Ethan speaks with Georges Essama, Head of Customer …

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247. Building Trust in High-Stakes Environments w/ Scott Mann 53:26

1+ y ago53:26

53:26

If you want people to follow you, buy from you and believe in you, especially in competitive high stakes environments you need to lead from the rooftop. In this episode, we're thrilled to welcome retired US Army Green Beret and Lieutenant Colonel, Scott Mann. Scott is a leadership coach, keynote speaker, author, and founder of several organizations…

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246. The Power of Personalization in B2B Sales w/ Samantha Stone 55:31

1+ y ago55:31

55:31

Have you ever noticed that many B2B websites are good at educating but bad at transacting? Do you recognize that even buyers of complex solutions across longer sales cycles still expect a B2C-type customer experience? Today's guest, Samantha Stone, the author of Unleash Possible: A Marketing Playbook That Drives Sales, has built her career at the i…

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245. Winning Through Relationships in the Digital Era w/ Rivers Pearce 49:36

1+ y ago49:36

49:36

Businesses that have historically been built face to face. Personally. Even working by referral only. That’s what we’re exploring today with our guest - a sales and marketing leader who’s done e-commerce and digital marketing work for Fortune 500 level brands and who’s developed a deep expertise in the real estate and prop-tech industries.Ethan spe…

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244. Selling From the Heart w/ Larry Levine 1:04:38

1+ y ago1:04:38

1:04:38

Trust is the currency of sales.Where there’s more trust there are more sales. And trust is the result of selling from the heart. In a world of empty suits, today’s guest is leading a movement of authenticity, integrity, and trust inside the sales profession.Larry Levine is the bestselling author of Selling from the Heart, co-host of the Selling fro…

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243. Community: The Last Great Marketing Strategy w/ Mark Shaefer 1:03:21

1+ y ago1:03:21

1:03:21

When it comes to building communities, many marketers are stricken with questions and fear — What if you lose control of the community? What happens when you no longer control the narrative? What will become of the unknown?On this episode, we’re joined by Mark Schaefer, Marketing Strategist, Author, Professor and Keynote Speaker. In his recent book…

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242. The Heartbeat Behind The Spreadsheet w/ Amer Syed 49:12

1+ y ago49:12

49:12

What’s the key to success in building a relationship- and referral-based business? Getting to the heartbeat behind the spreadsheet. Connecting with the people behind the numbers. That’s fundamental to the approach of today’s guest, who’s been a sales leader for home builders for years. Amer Syed has served at Century Communities, Toll Brothers, She…

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241. 65% Lift in Lead Conversion by Humanizing Outreach at Scale w/ Ethan Beute 17:31

1+ y ago17:31

17:31

In this episode, Ethan shares the results of a 90-day process that added video messages to a team of sales producers, resulting in a 65% improvement in lead conversion. He discusses the challenges of adapting to this change in behavior and how BombBomb, with the help of its customers, co-created a software solution to solve these challenges. The so…

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240. Bringing the Human Touch to Digital Banking w/ Caitlin Drake 53:19

1+ y ago53:19

53:19

Experience and Digital Banking at Busey, an organization recently honored as one of America’s Best Banks by Forbes and one of the Best Banks to Work For by American Banker. With 15 years of experience in the financial services sector, Caitlin brings a wealth of knowledge on customer experience and digital transformation. This conversation centers a…

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239. The Power of Culture: Improving CX from the Inside Out w/ Shannan Berry 57:35

1+ y ago57:35

57:35

In this episode, we delve into the meaning and importance of customer experience, and how it fits into the larger picture of sales strategy. We also discuss the unique approach of selling a person rather than a product, and the role of trust and confidence in building successful business partnerships. We explore the world of customer experience wit…

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238. Start With “What” to Create Clarity w/ Ann Latham 53:20

1+ y ago53:20

53:20

The power of clarity represents your greatest untapped opportunity for achieving greater results with increased confidence and commitment — this is the message of today’s guest in her book, The Power of Clarity. She’s also the author of Uncommon Meetings, The Disconnect Principle, and The Clarity Papers. This episode features Ann Latham, President …

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237. How to Turn Your Customers Into Lifelong Advocates w/ Brittany Hodak 53:28

1+ y ago53:28

53:28

Creating superfan customers should be a top priority for every businessperson and every brand today … but superfans can’t be bought - they can only be created. And they’re created at the intersection of your story - and every customer’s story. These are some of the key themes in a highly recommended new read,Creating Superfans: How to Turn Your Cus…

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236. The EX Takes Mixtape: 12 Employee Experience Insights 39:13

1+ y ago39:13

39:13

To celebrate 200 episodes of the podcast, we created the EX Takes Mixtape - 12 top employee experience moments from episodes 101-199. Hear EX-themed highlights with these guests of The Customer Experience Podcast: Stacy Sherman, VP of Agent and Customer Experience at Liveops Brittany Hodak, Keynote Speaker, Author, and Superfan Strategist Elizabeth…

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