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About This Podcast
Welcome to XI Café Podcast—the Experience Improvement podcast brought to you by InMoment. InMoment is trailblazing the customer experience (CX) industry with Integrated CX—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.
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Recent Episodes
Fast Food, Faster Feedback: McDonald's 96% Faster Feedback Loop Driving Loyalty and Experience
In this episode, Michael Dominish shares how McDonald’s Australia rebuilt its feedback loop from the ground up, slashing resolution times by 96%. With metrics like “contacts per million” and smarter…
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, to explore how Aegon is designing experiences that make a real…
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…
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, about their journey from traditional feedback methods to a fully integrated CX program. Discover how Iress…
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…
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).
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 Café! In this episode, we speak with CX and EX leaders at Downer, a prominent infrastructure services company…
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…
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…
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…
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…
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. Because she speaks to thousands of CX professionals, she has a unique perspective on the…
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,…
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 (SRO) Customer Experience Manager, Desmond Strydom. Desmond has over a decade of experience in this field, and…
A Deep Dive Into The Maturity of Voice of Customer Programs in New Zealand
In this episode, Melanie Disse from Auckland-based CX firm—Melanie Disse Consulting answers questions such as:How mature are Voice of Customer (VoC) programs in New Zealand compared to other…
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‘s (CSC) Katie Bogg. Katie shares how CSC relaunched its CX program to transform the business from the inside…
The legalsuper Journey Towards Becoming a CX-focused, Data Driven Organization
In this episode of the XI Café Podcast we’re talking to legalsuper’s CX Insights and Service Design Lead, Eslam Afifi. Eslam is a PhD & CCXP Certified Customer Experience (CX) lead with a proven…
Frequently Asked Questions
XI Café Podcast has published 17 episodes since December 2022, covering topics in News, Tech News.
XI Café Podcast is currently declining with new episodes every 2 months. Average episode length is 21m.
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