Welcome to XI Café Podcast—the Experience Improvement podcast brought to you by InMoment (https://inmoment.com). InMoment is trailblazing the customer experience (CX) industry with Integrated CX (https://inmoment.com/xi-terms/integrated-cx/?regional_redirect=1)—the practice of gathering data from customers, prospects, and non-buyers to create actionable insights that drive business outcomes. Join us as we dive into the brightest minds in the customer and employee experience industry to hear their stories, learn new ways of overcoming common CX challenges, and discover the latest industry trends.
Fast Food, Faster Feedback: McDonald's 96% Faster Feedback Loop Driving Loyalty and Experience
Michael Dominish from McDonald's Australia discusses rebuilding the company's feedback loop to drastically reduce resolution times and improve customer loyalty, offering insights into leveraging feedback for growth.
14 May 2025
Designing Experiences That Stick: Aegon’s CX Journey with Claire Bristowe
In this episode of the XI Café Podcast, we sit down with Claire Bristowe, Connecting with Customers Programme Manager at Aegon (https://www.aegon.co.uk), to explore how Aegon is designing experiences that make a real difference to customers’ lives. From reshaping customer journeys to embedding a culture of empathy and insight-led decision making, Claire shares practical lessons from the frontline of CX transformation.
3 Feb 2025
Breaking Barriers in CX: Learn from AboitizPower
How do you drive customer experience transformation in a sector where tradition runs deep? In this episode, Head of Customer Experience, Melody Lim tells listeners how in just two years, AboitizPower (https://aboitizpower.com) boosted digital adoption by 250%, built a data-driven CX strategy, and prepared for open-market competition. Transformation isn’t about waiting for the perfect moment—it’s about building one.
25 Sept 2024
Elevating B2B Success: Iress Unveils the Transformative Power of CX
In this episode of XI Café, we talk with Marie Corfield, Customer Experience Lead at Iress (https://www.iress.com), about their journey from traditional feedback methods to a fully integrated CX program. Discover how Iress transformed their approach to customer relationships, overcame challenges, and the actionable insights that can help your business elevate its own customer experience. Tune in for inspiration and practical takeaways!
11 Sept 2024
Specsavers: Built on Value, Defined by Expertise
A true customer experience champion, Martin Cottell, Head of Customer Operations at Specsaver NA, is all about making customers the heart of the business. With 17 years at Specsavers, he’s led the charge in driving CX innovation and strategic growth across Northern Europe. In this podcast Martin reveals how Specsavers transforms customer feedback into powerful business change.
15 May 2024
Securing Brand Loyalty in the Third Wave of CX
Simon Fraser, VP Insights and Consultancy at InMoment, and Stanford Swinton, discuss key strategies to secure brand loyalty amidst the evolving landscape of customer experience (CX).
7 Apr 2024
Thriving Communities Through Customer Experience: A Deep Dive Into Downer's CX Journey
Discover new ideas for linking CX and EX initiatives to ROI in the latest episode of XI Cafe! In this episode, we speak with CX and EX leaders at Downer (https://www.downergroup.com), a prominent infrastructure services company with over 150 years of history across the Trans Tasman. Downer’s Scott Wilson and Jake Grayson-Barker share with us valuable perspectives on leveraging feedback across multiple business units, embracing agility amongst emergencies, and achieving tangible business outcomes through effective CX and EX initiatives.
25 Jan 2024
What Does Customer Experience Look Like at NZ Post? A Perspective from the CX Awards’ Best CX Team
Discover the secrets behind exceptional customer experiences with the latest episode of XI Cafe! In this episode, we dive deep into the strategies and achievements of NZ Post, the proud winner of the 2023 Best CX Team at the CX Awards. Join us as we explore their journey, innovative approaches, and the team dynamics that set them apart in delivering outstanding customer experiences.
12 Oct 2023
Digital Transformation With KARL STORZ’s Sylvain Pingont
In this episode of the XI Café Podcast, we spoke with KARL STORZ’s Digital Marketing & Customer Excellence Manager SEA and Taiwan—Sylvain Pingont. Sylvain brings with him over 15 years of customer experience expertise delivering projects in international cross functional teams. He has experience shaping the business requirements all the way through the process until program roll-out, and he joined the podcast to tell us how his team did it.
28 Sept 2023
Emerging Insights: A Conversation with Rising Star Nominee Tessa Hoffman from NZ Post
In this episode of the XI Café Podcast, we’re talking to Customer Insights Specialist at New Zealand Post —Tessa Hoffman. In this episode, we delve into Tessa’s journey from research beginnings agency-side to her pivotal role at NZ Post. Tessa also discusses her recent Rising Star of the Year nomination and a few insights projects she’s been working on.
12 Sept 2023
Navigating CX Evolution: Insights from Luka Popovac
In this episode we delve into the world of customer experience with Luka Popovac, Graincorp’s Head of CX. Luka has unique experience transforming the CX function at one of the world’s largest automotive brands and quick service food restaurants. Discover how CX shapes today's business landscape and what lies ahead.
17 Apr 2023
Demonstrating CX Impact, ROI, and More With The Customer Show’s Mary Anne Ghobrial
Mary Anne Ghobrial is the director of Australia's largest customer experience event—The Customer Show (https://www.iqpcaustralia.com/events-customershow). Because she speaks to thousands of CX professionals, she has a unique perspective on the market. In this podcast, InMoment’s Simon Benns sat down to chat about demonstrating impact for your CX program, drawing a line from your program to tangible ROI, and what trends are for the customer experience industry. Listen to this episode to learn Mary Anne’s insider view of the key trends for CX professionals in APAC.
6 Mar 2023
How New Zealand Automobile Association Uses Voice of the Customer to Optimize Engagement, Retention and Satisfaction
In the latest episode of the XI Café Podcast, we interviewed Marina Strbac, who leads the Membership Experience Team at the New Zealand Automobile Association (NZAA). Marina is a people-focused, data-informed professional with a passion for customer-centric marketing.
23 Feb 2023
Launching a VoC Program With State Revenue Office Victoria
In this episode of the XI Café Podcast, we’re talking to State Revenue Office Victoria (https://www.sro.vic.gov.au/) (SRO) Customer Experience Manager, Desmond Strydom. Desmond has over a decade of experience in this field, and in his current role, he has spearheaded and launched the VoC (https://inmoment.com/en-nz/xi-terms/voice-of-the-customer-voc/) program at SRO. Desmond will talk about the SRO journey of launching a new VoC program, gaining support from leadership, and some of the early success stories the team has seen.
18 Jan 2023
A Deep Dive Into The Maturity of Voice of Customer Programs in New Zealand
In this episode, Melanie Disse from Auckland-based CX (https://inmoment.com/en-nz/xi-terms/what-is-customer-experience/) firm—Melanie Disse Consulting answers questions such as:
How mature are Voice of Customer (VoC) (https://inmoment.com/en-nz/xi-terms/voice-of-the-customer-voc/) programs in New Zealand compared to other countries?
How does your organisation’s VoC program compare?
What can you do to elevate the level of VoC program maturity at your organisation?
Melanie is an experienced Voice of Customer strategist with over a decade of experience in CX, insights, research, and data-driven intelligence for some of the world’s leading brands. Melanie explains what drives VoC program maturity and how leaders can increase the reach and effectiveness of their programs to improve customer experience and drive better business results.
4 Jan 2023
How CSC Re-Launched its CX Program to Achieve Higher Customer Engagement and Positive Business Outcomes
In this episode of the XI Café Podcast we’re talking to Commonwealth Super Corporation (https://www.csc.gov.au/)‘s (CSC) Katie Bogg. Katie shares how CSC relaunched its CX (https://inmoment.com/en-sg/xi-terms/what-is-customer-experience/) program to transform the business from the inside out—this includes growing the CX team and launching a series of external and internal initiatives to increase member engagement, leading to a tangible uplift for the entire organisation and its members.
12 Dec 2022
The legalsuper Journey Towards Becoming a CX-focused, Data Driven Organization
In this episode of the XI Café Podcast we’re talking to legalsuper (https://www.legalsuper.com.au/)’s CX Insights and Service Design Lead, Eslam Afifi. Eslam is a PhD & CCXP Certified Customer Experience (CX) lead with a proven record of designing and delivering CX programs across different sectors such as Financial Services, Government, Tourism, Oil and FMCG in Australia, Africa and Asia. His journey at legalsuper is worth talking about – we’ll hear how his team has leveraged customer data and insights to transform legalsuper’s operating model, affecting positive change for the business and its members.
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