In the rush to implement the "latest and greatest" AI tools, many organisations are accidentally investing $1,000 to fix a $100 problem—or worse, a problem that doesn't actually exist for their frontline.

In this episode of The Kiwi CX Collective, we sit down with Anupama Wijesundara, a Data and Insights Leader who brings a rare blend of analytical rigor and purpose-driven leadership. With a background in frontline social work and experience managing high-pressure operations during the COVID-19 pandemic, Anu doesn't just see data points; he sees the kaimahi (staff) and whānau (families) they represent.

Anu joins us to share his research on breaking down the "data silos" that hold organisations back and why successful digital transformation starts with a "Pause, Touch, Engage" approach rather than a top-down mandate.

In this episode, we discuss:

• The Business Problem First Rule: Why you must identify the bottleneck before you pick the tool to avoid rolling out solutions nobody wants.
• Breaking the Silos: Lessons from Anu’s Master’s research on how legacy systems and heavy customisations act as barriers to true AI innovation.
• Impact vs. Performance: Why traditional metrics like AHT (Average Handling Time) fail to measure the real-world change being made in the community.
• The AI "Garbage In, Garbage Out" Trap: The risks of training models on poor data and the governance needed to create "safe spaces" for team experimentation.
• Cultural Integration: Anu’s journey from Sri Lanka to Aotearoa and why technology can’t fix a lack of cultural framework or shared vision.
• The Power of the Water Cooler: Why informal conversations often reveal the insights that dashboards miss.

About Our Guest:

Anupama Wijesundara is a Data & Insights Leader with over a decade of experience turning complex data into practical, human-centric outcomes. he is a specialist in reshaping service delivery for community-facing organisations and an advocate for using data as a tool for empowerment and advocacy.

Connect with Anu:
LinkedIn: Anupama Wijesundara

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Connect with Elias Kanaris: Email | LinkedIn

Is your customer experience strategy all data and no heart? In an era where AI automation and complex processes dominate the boardroom, many organisations are finding that their engagement is falling flat. This episode explores why the most powerful tool for 2026 isn't a new piece of software—it’s the critical thinking and storytelling that only humans can provide.

On The Kiwi CX Collective, we sit down with Liz Pinfold Reed, a global CX strategist and founder of Good CX. Liz has shaped customer journeys across five continents for brands like BMW, Visa, and Dove. She shares her unique philosophy on how to move past "Maserati-speed" technology to find the human truths that actually drive loyalty and trust.

In this conversation, we cover:

• The CX Equation: Why focusing on one "special person" and every tiny micro-moment is the biological imperative for brand survival.
• E + R = O: A masterclass in the framework where the Event plus the Reaction equals the Outcome, and how leaders can shape the customer's nervous system.
• The 2026 Pencil: Why the most important AI tool is actually a pencil—symbolising the need for deep thinking and "ideation" before implementation.
• Polyvagal Theory in Leadership: How understanding the "play zone" and psychological safety allows teams to innovate without fear.
• Vibe Coding: How intergenerational collaboration and "going strong and wrong" helps leaders spot blind spots and scale empathy in a digital world.

This episode is essential for CX strategists, business founders, and leaders who want to ensure their technology serves their people—not the other way around.

Guest: Liz Pinfold Reed, Founder of Good CX

Connect with Liz:
Website: Good CX
LinkedIn: Liz Pinfold Reed

Keywords: CX Strategy, AI, Human-Centred Design, Polyvagal Theory, Leadership, Storytelling, Customer Journey, Innovation, New Zealand Business, Psychological Safety.

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Connect with Elias Kanaris: Email | LinkedIn

“People don’t want to know how much you know, until they know how much you care.”

In the high-pressure world of Auckland Transport, where service is measured in real-time by thousands of daily commuters, Henry Gray (Head of Customer Care) believes that the true heart of CX isn’t found in a script, but in the Samoan principle of tautua—the belief that the pathway to leadership is through service.

On this episode of The Kiwi CX Collective, Henry shares his 25-year journey from a frontline CSR to a boardroom leader. He challenges the industry to move beyond "desensitised" service and instead embrace manaakitanga, creating a culture where staff feel protected and customers feel heard.

What we explore in this episode:

• Operational Innovation: How Auckland Transport achieved a 25% reduction in call volumes by simply giving customers more control through "Live Departures" and IVR technology.
• The 30% Stress Tax: A deep dive into the alarming reality that many agents carry 30% of their work stress home, and why leaders must move from one-off training "events" towards long-term wellbeing programmes.
• Predictive Engagement: Why using data to proactively reach out to customers makes them three times less likely to call back for the same issue.
• Aggregation of Marginal Gains: The discipline of getting 1% better every day and understanding that while success is a habit, failure can be one too.
• The "Untangibles" of Leadership: Why tone, humility, and EQ are the true markers of a world-class team, even in an AI-driven world.

Henry’s message is a powerful reminder that leadership is a "privileged responsibility." If you aren't leading with a genuine desire to uplift your people and your community, you are missing the most vital part of the job.

Guest: Henry Gray, Head of Customer Care at Auckland Transport

Connect with Henry:
LinkedIn: Henry Gray

Keywords: Leadership, CX, Manaakitanga, Auckland Transport, Contact Centre, Servant Leadership, Staff Wellbeing, Predictive Engagement, Operational Excellence, Tautua, New Zealand Business.

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Connect with Elias Kanaris: Email | LinkedIn