Customer Experience Leaders

By RateIt

We reveal the secrets of how great brands delight their customers. Forget the fluff and industry jargon ... this show is jam-packed with useful CX tips, insights and practical advice from leading brands. Join us as we go behind-the-scenes to discover how brands like Disney, Pandora, Optus and Country Road build experiences customers love. Produced by RateIt — the market leader in 'on the spot'​ customer feedback.

  1. 1.
    A radically different approach to the aged-care sector
    55:34
  2. 2.
    How Australia's leading pharmacy chain manages CX
    31:29
  3. 3.
    What you can learn about CX from the aged care sector
    33:36
  4. 4.
    The secrets behind Flybuys' 25 years of success
    52:35
  5. 5.
    How Bunnings maintains a 90% staff retention rate
    35:14
  6. 6.
    Turning your customers into your greatest marketing asset
    46:55
  7. 7.
    Why Lush radically empowered their front-line teams
    1:06:29
  8. 8.
    BONUS: We're back for 2020 with some special announcements
    3:47
  1. 9.
    How to spend $129M on customer experience transformation
    40:59
  2. 10.
    Why HubSpot killed the sales funnel
    50:44
  3. 11.
    Your 101 guide to STORYTELLING in business
    49:49
  4. 12.
    How to improve your NPS 126 points in 9 months! | Local Land Services, Executive Director of Strategy and Engagement, Carolyn Raine
    36:08
  5. 13.
    Putting ‘care’ back into healthcare experiences | Clinic Mastery, CEO, Ben Lynch
    47:46
  6. 14.
    CX FAILURES!!! 💥 Why failing is the best thing that can happen. | Logitech, Head of Ultimate Ears Custom Earphones, Jonah Staw
    38:58
  7. 15.
    How to remove friction 😖 and improve customer loyalty 📈 | Friction, Author, Roger Dooley
    44:34
  8. 16.
    Why an obsession with quality really matters | Gelato Messina, Founder, Nick Palumbo
    42:34
  9. 17.
    How to deliver 20,000 personal experiences every day | Madison Square Garden, Director of Guest Services, Joe Picco
    30:07
  10. 18.
    Four mega-themes from 40 interviews with world-class CX leaders — Introducing the the Customer Experience Flywheel
    43:30
  11. 19.
    Celebrity chef Neil Perry on creating memorable hospitality experiences 🍴 | Rockpool Dining Group, Culinary & Brands Director, Neil Perry
    36:11
  12. 20.
    How to raise prices and keep customers happy! | ProfitWell, Co-Founder and CEO, Patrick Campbell
    43:31
  13. 21.
    How Southwest Airlines ✈️ is taking CX to new heights | Southwest Airlines, VP of Inflight Operations, Sonya Lacore
    43:30
  14. 22.
    SPECIAL: Let's end survey hell and make feedback delightful! | RateIt, Founder & CEO, Michael Momsen
    56:15
  15. 23.
    Three crucial tips to creating a great culture | Culture Amp, Director of Customer Success and Support, Steve Hopkins
    36:03
  16. 24.
    How to build a powerful sales team 📈 that’s also customer-centric | Winning By Design, Founder, Jacco vanderKooij
    56:36
  17. 25.
    What do B2B customers actually value? | Bain & Company, Partner, Eric Almquist
    39:02
  18. 26.
    Three crucial Customer Success tips to ensure customer loyalty | Winning By Design, Managing Partner, Dominique Levin
    38:02
  19. 27.
    How to handle complaints like a pro | Telephone Doctor, President, Nancy Friedman
    42:39
  20. 28.
    Nordstrom's secret for incredible retail growth in the digital age | The Nordstrom Way, Author, Robert Spector
    28:44
  21. 29.
    How to break the rules for better results! | Customer Experience Rockstar, James Dodkins (Part 2)
    35:34
  22. 30.
    How to create ROCKSTAR CX 🎸⭐🤘 | Customer Experience Rockstar, James Dodkins (Part 1)
    22:04
  23. 31.
    How to manage CX in a crisis | Volkswagen Group Australia, Chief Customer Officer, Jason Bradshaw
    38:38
  24. 32.
    Customer loyalty programs… do they actually work? | Customology, General Manager, Michael Barnard
    42:11
  25. 33.
    How to create a customer journey map in 6 steps | CX Journey, Founder and CEO, Annette Franz
    34:24
  26. 34.
    The secret to hiring great people | Sunlite Mitre 10, Managing Director, Steven Czeiger
    28:07
  27. 35.
    Your questions answered by the godmother of CX! | Customer Bliss, Founder and CEO, Jeanne Bliss (Part 2)
    27:22
  28. 36.
    The single question that will revolutionise your CX! | Customer Bliss, Founder and CEO, Jeanne Bliss (Part 1)
    34:10
  29. 37.
    Service blueprints: the document to end all CX nightmares! | NBN Co, Senior CX Design Lead, Janine Pawson
    33:16
  30. 38.
    Improve your CX 10x with these hacks from a CX PRO | Customer Experience Professional, Dan Fine
    36:54
  31. 39.
    What is Design Thinking? And how can you apply it right away! | Product Leader, Designer and Instructor, Milly Schmidt
    37:09
  32. 40.
    CX lessons from big pharma: "Educate, don't sell." | Parry Branding Group, President and Chief Branding Officer, Vince Parry
    37:33
  33. 41.
    What the heck is "brand citizenship" and why you need to care! | Do Good, Author, Anne Bahr Thompson
    49:58
  34. 42.
    Four pitfalls to avoid when implementing a CX strategy | Customer Experience Designer, Robert Sørensen
    44:55
  35. 43.
    The 7 things you must know to create a great company culture | The Power of Company Culture, Author, Chris Dyer
    42:49
  36. 44.
    How bots can delight customers | ABC News, Mobile Product Manager, Craig McCosker
    43:35
  37. 45.
    How a global charity improved CX using HCD (Human Centred Design) | World Vision, Chief Marketing Officer, Teresa Sperti
    45:17
  38. 46.
    How a leading telco is using CX to compete with Netflix and Amazon | Optus, Head of Customer Experience, Charles Weiser
    46:56
  39. 47.
    How to stay relevant in the age of the customer | Officeworks, Head of Customer Experience & eCommerce, David Pisker
    47:56
  40. 48.
    Designing a delightful carpark | Impact, Traffic Engineer, Michael Gigliuto
    28:14
  41. 49.
    The magic of Disney World | Walt Disney World, former Operating Area Manager, Dennis Snow
    51:54
  42. 50.
    Treat your customers like friends and your colleagues like family | Pigeonhole, Founder and Managing Director, Johann Kim
    23:37

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