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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
Breaking Down Silos: The Secret to World-Class CX - S1E4
What if the biggest obstacle to delivering a world-class customer experience isn't your technology or your budget, but the very structure of your organization? All too often, well-meaning departments work in isolation, unintentionally creating friction and frustration for the very customers they're trying to serve. This episode tackles that hidden threat head-on, offering a new playbook where CX is treated not as a departmental task, but as a company-wide team sport.
In this episode of The Kiwi CX Collective, we sit down with Melanie Disse, a seasoned CX consultant, speaker, and the founder of Melanie Disse Consulting. Drawing from over a decade of experience and her background in competitive team sports like outrigger canoeing, Melanie has a unique perspective on organizational excellence. She now helps businesses break down internal walls and build a unified strategy where every single employee is responsible for delivering on the brand promise.
We discuss why the biggest threat to your customer relationships isn't your competitors but your own internal structure, and explore the key pillars of building a collaborative culture:
- What does "CX is a team sport" actually mean? Melanie explains why customer experience is a collective effort and how every department, from finance to IT, impacts the end customer.
- Why is C-suite buy-in non-negotiable? We explore the critical need for an executive-level CX leader who can establish governance, drive accountability, and get everyone paddling in the same direction.
- How do you make company values actionable? Melanie shares her principles for "operationalizing" values, moving them from a poster on the wall into the daily work and decisions of every team.
- Are traditional metrics holding you back? We challenge the value of metrics like Average Handle Time and discuss how to choose measurements that truly reflect the quality of your customer's experience.
- Who is responsible for fixing problems? Learn how a mature Voice of Customer (VoC) program can channel feedback directly to the teams that broke the experience, empowering them to fix the root cause.
- What does the future of CX look like? We discuss the evolving nature of the discipline and the trends, including AI, that leaders need to watch.
This is a must-listen for executives, department heads, and CX professionals who are tired of putting out fires and want a blueprint for building a truly cohesive, proactive, and customer-centric organization from the top down.
Guest: Melanie Disse, Founder & Principal Consultant at Melanie Disse Consulting
Connect with Melanie:
- LinkedIn: Melanie Disse
- Website: https://www.melaniedisseconsulting.com/
Keywords: CX, Customer Experience, Team Sport, Silos, Leadership, CX Strategy, Company Culture, Voice of Customer (VoC), Customer-Centricity, Contact Centers, Melanie Disse, New Zealand Business, Organizational Alignment.
