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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