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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
Solving Emotional Labour and Agent Burnout with Deepak Selvaratnam - S1EP7
We often chase automation without a map, resulting in disjointed customer service and agent exhaustion. What if we adopted a scientific framework to measure, improve, and harmonize over 800 operational factors? This is the essential shift needed to move from chaotic processes to cohesive, customer-centric service.
Joining us on The Kiwi CX Collective is Deepak Severtham, an international specialist in CX Strategy and Digital Transformation. Deepak defined industry standards as the architect of Snapshotz (used by 4,000 global centers) and RemotAbility. He operates from the conviction that frontline well-being must be prioritized to genuinely achieve customer transformation.
We analyze the major industry shifts and tackle crucial questions facing modern CX leadership:
- CX Mastery: Requires a scientific structure assessing all 12 Functional Building Blocks, incorporating new essential competencies.
- Flawed AI: Causes emotional labour and becomes an intrusive disruption, undermining agent well-being without input.
- Data Strategy: Essential because 'data' is the fuel for AI; mandatory to qualify and utilize the new 'data lakes.'
- Leadership: Leaders must shift from 'order takers' to proactive strategists, aligning cross-functional teams behind a single mission.
- Leadership Gift: Enabling leaders to visualize the 'full dance floor' of all interconnected variables for cohesive organizational communication.
This episode is essential listening for CX strategists, business leaders, and those responsible for talent development, offering clear guidance on achieving service maturity that is both scientific and deeply humane.
Guest: Deepak Selvaratnam, Global Customer Service Strategist (Creator of Snapshotz)
Connect with Deepak:
LinkedIn: Deepak Selvaratnam
Website: Snapshotz
Keywords: CX, Customer Experience, Contact Centres, Deepak Selvaratnam, Snapshotz, Remote Ability, AI, Automation, Data Strategy, Mental Health, Emotional Labour, 12 Building Blocks, CCNNZ, Leadership, Digital Transformation.
