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
CX, Loyalty, and Trust: A Conversation with Debbie Klintworth - S1EP2
What if your frontline staff could be your biggest growth engine? 🎙️ Join us for an insightful conversation with our special guest, Debbie Klintworth, a globally experienced CX strategist and founder of Footprint Collective.
In this episode of the Kiwi CX Collective, we delve into how to elevate customer experience from functional to phenomenal. Debbie shares over 25 years of experience working with top brands across New Zealand, Australia, the USA, and South Africa, transforming contact centers into engines of growth.
We explore key topics from the conversation:
* Why your contact center is a growth revenue center, not a cost center.
* The power of a "human-centered" approach in a pre-AI and post-AI world.
* How to empower frontline staff to be your greatest asset and provide them with a voice.
* The importance of communication, collaboration, and building a strong, loyal team culture.
* Scaling customer experience during a company merger without breaking your service.
* The crucial link between staff loyalty and customer loyalty.
Debbie shares invaluable insights on daily stand-ups, fostering a collaborative team environment, and the essential role of empathy in customer service. This is a must-listen for business leaders, CX professionals, and anyone passionate about creating memorable and measurable customer experiences.
Guest: Debbie Klintworth, Founder of Footprint Collective
Connect with Debbie:
* Website: http://www.footprintcollective.co.nz/
* LinkedIn: https://www.linkedin.com/in/debbieklintworth/
Keywords: Customer Experience, CX, Contact Center, Customer Loyalty, Team Culture, Employee Empowerment, CX Strategy, Customer Service, Leadership, New Zealand Business, Omni-channel, Footprint Collective, Kiwi CX Collective, Debbie Klintworth, Customer Trust, Business Growth.
