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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
The Mindset Shift Leaders Use to Empower Teams with Gail Meintjeis - S1EP8
Are your teams truly supported, or are they just keeping up appearances? Many leaders focus on hitting targets without understanding the human experiences behind them, leaving staff stressed, disconnected, and unsure of their impact. This episode explores how a coaching-led approach can transform leadership from transactional to genuinely empowering.
On The Kiwi CX Collective, we speak with Gail Meintjeis, a leadership and coaching specialist, and former contact centre leader renowned for building resilient, high-performing teams. Gail shares practical strategies to help leaders create psychologically safe environments, foster self-awareness, and guide their teams to grow with confidence.
In this conversation, we cover:
- Coaching that transforms: How structured, intentional conversations give people space to think, reflect, and find their own solutions.
- The hidden costs of pressure: Why teams without support can fall into reactive behaviour, stress loops, and reduced empathy.
- Leadership as facilitation: How moving from directive problem-solving to coaching cultivates clarity, capability, and self-trust.
- Seeing the full picture: Gail explains why understanding the human side of performance ensures communication flows from leadership to every team member.
This episode is perfect for leaders, coaches, and CX professionals wanting to develop teams in a way that’s grounded, intentional, and deeply human.
Guest: Gail Meintjeis, Leadership & Coaching Specialist
Connect with Gail:
LinkedIn: Gail Meintjeis
Keywords: Leadership, Coaching, CX, Team Development, Emotional Intelligence, Psychological Safety, Growth Mindset, Resilience, Human-Centred Leadership, Empathy
