The Kiwi CX Collective
Welcome to the C-Suite Conversations, the official podcast of CCNNZ, created for and by the contact center and customer experience community. Join us as we take a deep dive into the three core pillars of performance in our industry—Product, Process, and People. Each episode features a relaxed, in-person interview with a top-level leader, celebrating their wins, exploring the lessons they've learned, and getting to the heart of what's really working in their operations. This isn't about shiny case studies; it's about real, honest conversations that will help you feel seen, inspired, and better equipped to lead your team.
The Kiwi CX Collective
AI, Governance, and the Future of Your Job with Matt Ensor - S1EP1
Navigating the age of AI? 🤖 Join us for a deep dive into the world of responsible AI deployment and governance with special guest Matt Ensor, founder of Kiaora AI.
In this episode of the Kiwi CX Collective, we explore how AI is already shaping industries like contact centers and what it means for leaders in New Zealand. Matt, a respected voice in AI strategy, shares his journey from civil engineering to the forefront of AI innovation.
We tackle the big questions:
- Are we using AI responsibly?
- What are the risks of "shadow AI" and how can we govern it effectively?
- How do you overcome the fear of AI in the workplace and get your team on board?
- The infamous Hertz case: a cautionary tale about prioritizing AI over customer experience.
- The future of jobs: will AI take them, or will it become part of them?
Matt shares a four-step process for successful AI implementation, emphasizes the importance of human accountability, and offers a glimpse into the future of AI in New Zealand.
This is a must-listen for business leaders, CX professionals, and anyone curious about the ethical and practical realities of artificial intelligence.
Guest: Matt Ensor, Founder of Kiaora AI
Connect with Matt:
- Website: kiaora.ai
- LinkedIn: Matt Ensor
Keywords: AI, Artificial Intelligence, AI Governance, AI Strategy, Responsible AI, Kiwi CX Collective, Matt Ensor, Contact Centers, Customer Experience, AI Ethics, AI Implementation, New Zealand Business, Generative AI, AI in the Workplace, Future of Work.
