Video Interviews

  • David Jaffe - Customer Effort

    David Jaffe is the Consulting Director and co founder of LimeBridge Australia. He is a customer experience delivery expert and is a regular speaker on customer experience management and customer advocacy. He has led work in customer service improvements at more than a dozen major Australian institutions.

    In this 6min interview David explores

    • What is Customer Effort?
    • Why “customer effort” is a better predictor of customer loyalty than trying to delight customers
    • How it may be your underlying service model rather than your people that are at the core of your customer experience
    • How your IVR, speech or voice solutions may be adding to, rather than saving customer effort
    • Some ideas on customer effort measurement
    David Jaffe - Customer Effort

  • David Jaffe - Pros and Cons of Different Service Models

    David Jaffe is the Consulting Director and co founder of LimeBridge Australia. He is a customer experience delivery expert and is a regular speaker on customer experience management and customer advocacy. He has led work in customer service improvements at more than a dozen major Australian institutions.

    In this 6min interview David explores

    • The overall rational for choosing the right service model for your organisation
    • Why universal models do and don't deliver?
    • Why we refer to post induction stress CSR Russian Roulette
    • What is a fumble effect and why does it cause pain
    • Why specialist models punish the customer and make them learn about you rather than the other way around.
    • New thinking about complexity split models
    • Why thinking through these things benefits the customer, increases resolution, increases efficiency and often creates happier staff.
    David Jaffe - Pros and Cons of Different Service Models

  • David Jaffe - Are we stuck on GOS?

    David Jaffe is the Consulting Director and co founder of LimeBridge Australia. He is a customer experience delivery expert and is a regular speaker on customer experience management and customer advocacy. He has led work in customer service improvements at more than a dozen major Australian institutions.

    In this 5m 51s interview David explores

    • Why contact centres and executive management continue to place so much importance on Grade of Service (GOS)
    • How can the customer experience be effectively measured?
    David Jaffe - Are we stuck on GOS?

  • Rachel Botsman - Collaborative Consumption

    Rachel Botsman is the co-author of the influential book What's Mine is Yours: The Rise of Collaborative Consumption (HarperCollins, 2011). She is a social innovator who writes, consults, and speaks on the power of collaboration and sharing through network technologies, and on how it will transform business, consumerism and the way we live.

    In this 1min 22 sec interview Rachel explores collaborative consumption:

    • Explain the concept of Collaborative Consumption
    • Why does it matter to Chief Customer Officers?
    • What should people start doing differently tomorrow?
    Rachel Botsman - Collaborative Consumption

  • Dayle Grant - Customer Experience: Our People

    Dayle Grant has held the position of Group Manager Contact Centres at ENERGEX since June 2005. She has accountability for ensuring customer engagement strategies throughout the group and as a part of the wider Customer Services Division to drive customer centric culture throughout ENERGEX.

    In this 3m 14s interview Dayle explores these 7 questions:

    • Do you think the Customer Experience is becoming more or less important in business today?
    • Why don’t many companies today have a Chief Customer Officer?
    • The CCO Forum today is about “How Our People Make the Difference”. Your thoughts?
    • Which companies do you admire for sales or service delivery? Why?
    • What improvement or change in the sales and service area do you think has been most effective in your or other businesses?
    • What is the big thing right now facing Sales and Service & Operations management for Australian businesses today?
    Dayle Grant - Customer Experience: Our People

  • Jeanne Bliss - KPI's to Drive Customer Centricity

    Jeanne spent 25 years on the job driving customer focus and profitability inside five large US corporate machines.  She reported to the founder of Lands' End as chief zealot for the Lands' End Customer Experience.  She served Allstate as its officer for customer satisfaction and retention. She was General Manager for Worldwide Customer and Partner Loyalty for Microsoft.

    In this 5m32s interview Jeanne explains

    • What measures you should be using to start drive customer action
    • How you should be using them 
    Jeanne Bliss - KPI's to Drive Customer Centricity

  • Peter Murley - Influencing How Customers Interact with Organisations

    Peter has led customer service and the design and execution of customer experience based strategies for a range of UK companies including Firstdirect Bank, ITV Digital, Telewest , GO Fly Airlines and Cellnet (O2)

    In this 6m 34s interview Peter explains

    • How you can influence the ways customers interact with your organisation
    • Some common mistakes and how to avoid them
    Peter Murley - Influencing How Customers Interact with Organisations

  • Peter Murley - Managers and Leaders in Customer Centric Organisations

    Peter has led customer service and the design and execution of customer experience based strategies for a range of UK companies including Firstdirect Bank, ITV Digital, Telewest , GO Fly Airlines and Cellnet (O2)

    In this 5m 26s interview Peter explains

    • How managers and leaders need to operate differently in customer centric organisations
    • Some common mistakes and how to avoid them
    Peter Murley - Managers and Leaders in Customer Centric Organisations

  • Antoine Casgrain - Customer Experience: Our People

    Antoine joined St George in April 2003 and is currently the General Manager for the St George Customer Contact Centre (CCC). He leads 800 staff who converse with up to 22,000 customers on a daily basis. After receiving multiple awards from the Customer Service Institute of Australia (CSIA) from 2005 to 2008, the CCC was voted 'Best Contact Centre in the World' in December 2008 by the Contact Centre World Award group (sponsored by CCMA).

    In this 3m 14s interview Antoine explores these 7 questions:

    • Do you think the Customer Experience is becoming more or less important in business today?
    • Why don’t many companies today have a Chief Customer Officer?
    • The CCO Forum today is about “How Our People Make the Difference”. Your thoughts?
    • Which companies do you admire for sales or service delivery? Why?
    • What improvement or change in the sales and service area do you think has been most effective in your or other businesses?
    • What is the big thing right now facing Sales and Service & Operations management for Australian businesses today?
    Antoine Casgrain - Customer Experience: Our People

  • Bernie Brookes - CEO Perspective

    A 30-year retail veteran, Bernie Brookes' wealth of experience includes leading a multi-divisional organisation during significant periods of change and re-engineering. Having worked in three states across all major divisions, he has an excellent grasp of a variety of areas of senior management. He has significant international experience, having undertaken roles in India and China and has also been a Management Director for the Woolworth's Group.

    His strengths include expertise in business management displaying energetic and self-confidence with the ability to find solutions to complex situations through analytical, conceptual and entrepreneurial skills. Ultimately he is motivated by results. With 30 years of experience he brings substantial skills in managing change, organising people and leading teams with a passion for entrepreneurial-ship and empowerment.

    In this 2m 43s interview Bernie explores:

    • Do you think customers want companies to add value to service interactions or are they more interested in getting the basics right?
    • Is there any company you particularly admire for how they interact with their customers and why?
    • What stops companies thinking about interactions from the customer perspective?


    Bernie Brookes - CEO Perspective

  • Jeanne Bliss - Customer Centricity: Gain Traction

    Jeanne spent 25 years on the job driving customer focus and profitability inside five large US corporate machines.  She reported to the founder of Lands' End as chief zealot for the Lands' End Customer Experience.  She served Allstate as its officer for customer satisfaction and retention. She was General Manager for Worldwide Customer and Partner Loyalty for Microsoft.

    In this 5m 55s interview Jeanne explains

    • Options on where to get started to improve customer focus
    • Tactics to use in different organisational cultures
    Jeanne Bliss - Customer Centricity: Gain Traction

  • Jeanne Bliss - Customer Centricity: The Executive Role

    Jeanne spent 25 years on the job driving customer focus and profitability inside five large US corporate machines.  She reported to the founder of Lands' End as chief zealot for the Lands' End Customer Experience.  She served Allstate as its officer for customer satisfaction and retention. She was General Manager for Worldwide Customer and Partner Loyalty for Microsoft.

    In this 3m 9s interview Jeanne explains

    • What should senior executives do the drive customer centric Culture
    • What are the most common failure points
    Jeanne Bliss - Customer Centricity: The Executive Role

  • Peter Murley - Techniques for Listening and Acting on Voice of the Customer

    Peter has led customer service and the design and execution of customer experience based strategies for a range of UK companies including Firstdirect Bank, ITV Digital, Telewest , GO Fly Airlines and Cellnet (O2)

    In this 7m01s interview Peter explains

    • What techniques leading customer focused organisations are using to Listen to and Act on Voice of the Customer
    • Some common mistakes and how to avoid them
    Peter Murley - Techniques for Listening and Acting on Voice of the Customer

  • Stephen Lundin - Adding Value to Contacts

    Stephen Lundin speaks from the heart. His genuine words have changed the way people look at life and have tugged at thousands of hearts. Listening to Stephen, you begin to understand that you can choose your response to life's challenges.

    Stephen Lundin draws on years of experience as a psychologist, MBA professor, business consultant, best-selling author and filmmaker as well as the FISH! Philosophy (which he helped to create) when he works with businesses. Stephen shares his wealth of knowledge, helping his clients change their organizational culture and create a workplace where people can truly experience the one life that is theirs to live.

    In this 5m 58 interview Stephen explores:

    • Do you think customers want companies to add value to service interactions or are they more interested in getting the basics right?
    • Is there any company you particularly admire for how they interact with their customers and why?
    • What stops companies thinking about interactions from the customer perspective?


    Stephen Lundin - Adding Value to Contacts