Customer Smarts – Détails, épisodes et analyse

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Customer Smarts

Business & Entrepreneuriat

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Fréquence : 1 épisode/26j. Total Éps: 27

If you’re a marketing or CX leader you’re probably feeling the pressure of customer expectations growing much faster than you can implement change in your organisation.

A recent study shows that 95% of executives feel the same as you do.

Which is why we’ve created the Customer Smarts podcast. To help you discover smarter more efficient ways to deliver great customer experiences.

The core topics we cover are:

· Operations - how to unite your organisational silos to deliver great CX

· Customer intelligence – how to structure segmentation and data to drive your CX program

· Engagement strategy and design – how to overcome impatient short term product centric thinking to deliver customer centric experiences

· Tech – how to better utilise technology to achieve your customer goals

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Données mises à jour le 04/07/2026

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🇫🇷 France - Management
13/12/2024
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https://www.linkedin.com/in/justin-stafford-cs/
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Designing Experiences for the Future – Oliver Weidlich

Saison 1 · Épisode 26

lundi 25 novembre 2024 • Durée 33:07

Every time a new technology is introduced it creates new ways to interact with customers. In recent times AI is flipping the world on it’s head but we’re also seeing progress with spatial computing and 3D experiences with devices like Apple’s vision pro. So, I wanted to get a perspective on how these new technologies are changing the way we need to approach design.

To get an understanding of how we need to change how we design experiences I had Oliver Weidlich join me on the Customer Smarts Podcast. Oliver, has been in the UX design space for a long time working with leading brands like Qantas, Optus, Atlassian and CommBank. He’s an expert when it comes to understanding how humans interact with new technologies and devices especially in the spatial computing space.

In this episode we dive into:
• How technology is driving designers to design differently
• Creating 3 dimensional experiences
• Designing for the AI Age
• The future of design

Host Bio - Justin Stafford has spent the last 20 years working on digital transformation and CX strategy projects all around the globe with brands like Samsung, Virgin, Lexus, eBay, PayPal, CommBank and even the Air Force.

You can connect with me on Linkedin here: https://www.linkedin.com/in/justin-stafford-cs/ If you’re looking for help in the customer strategy & experience design space go to www.customersmarts.co

See omnystudio.com/listener for privacy information.

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How to drive a customer centric culture – Dr Chris L Brown

Saison 1 · Épisode 25

lundi 21 octobre 2024 • Durée 33:36

Building customer centric culture is smart, but it’s hard to do.

It’s smart because it’s more efficient for the business and better for customers. Win + Win.

The problem is, many large organisations are still structured around key product areas and work in siloed ways. So, trying to transition to a customer centric culture and operating model is an enormous task.

My guest in this next episode Dr Chris Brown is a global expert on building and maintaining customer centric cultures. He has worked with many large corporates in Australia and the US to help them embed, benchmark and monitor cultural change.

In this episode we discuss:

Why having a customer centric culture is so important
What’s holding organisations back from being customer centric?
What organisations have the most customer centric cultures and what advantage does it give them?
How to embed a customer centric culture

Host Bio - Justin Stafford has spent the last 20 years working on digital transformation and CX strategy projects all around the globe with brands like Samsung, Virgin, Lexus, eBay, PayPal, CommBank and even the Air Force.

You can connect with me on Linkedin here: https://www.linkedin.com/in/justin-stafford-cs/ If you’re looking for help in the customer strategy & experience design space go to www.customersmarts.co

See omnystudio.com/listener for privacy information.

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Scammers are using AI in scary new ways – Tracy Hall – Author & Scam Expert

Saison 1 · Épisode 24

lundi 16 septembre 2024 • Durée 40:16

Last year Australian’s were scammed out of $2.74 billion dollars, that’s an insane amount of money.

The scary thing is that scammers are innovating at a speed that’s authorities are finding impossible to keep up with. And they are now using AI in scary new ways like using AI to fake the voices of family members to scam people for money. Smart well educated people are now getting targeted and caught out.

In this episode of the Customer Smarts podcast I explore the dark world of scamming with Tracy Hall. Her story is like something out of a horror film. Tracy is an ex client of mine when she was Head of Marketing at Ebay. She’s super smart and someone who I never would have thought would become a victim to fraud that would rob her of her life’s savings. Her story has been featured in the channel 7 documentary “King Con, The Life and crimes of Hammish Mclaren”. The podcast series “Who the hell is Hammish?” and she’s also written a book “The Last Victim” detailing her harrowing experience.

She’s now dedicating her time to helping prevent other Australians from getting scammed, which is truly inspiring.

So, in this episode we’re going to dive into

Tracy’s unfortunate fraud story
The 2.7 Billion dollar scamming industry you need to know about
How scammers are using AI in scary new ways
How to protect yourself

Tracy’s book The Last Victim it’s a fascinating read, if you’re looking to become more aware about scamming then it’s a great book. She also does thought provoking keynotes and workshops tackling issues surrounding financial resilience, empowerment, security and wellbeing. Info on her book and her speaking engagement can be found here if you’re interested https://tracyhall.com.au/

You can connect with me on Linkedin here: https://www.linkedin.com/in/justin-stafford-cs/ If you’re looking for help in the customer strategy & experience design space go to

What corporates need to learn from start-ups – Vijay Solanki – Launch CMO at Shazam & Ex-Unilever

Saison 1 · Épisode 23

lundi 26 août 2024 • Durée 35:54

Innovating inside corporates is harder than it should be…

New ideas often get bogged down in politics and red tape.

So, when it comes to innovating and getting new ideas to market, there is a lot corporates can learn from start-ups.

My guest in the next episode of the Customer Smarts Podcast Vijay Solanki has an amazing perspective into corporate and start-up world. He spent time as launch CMO of Shazam and last-minute.com. But also worked with large corporates like Unilever, Philips and Blackberry helping to drive their innovation programs. So, he has a tonne of amazing stories to share.

In this episode we discuss:

What makes innovation inside corporates challenging
What’s different about start-up culture?
What corporates need to learn from start-ups
Some really inspiring start-up stories

You can connect with me on Linkedin here: https://www.linkedin.com/in/justin-stafford-cs/ If you’re looking for help in the customer strategy & experience design space go to www.customersmarts.co

See omnystudio.com/listener for privacy information.

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How to drive customer centricity at scale – Khachig Kabakjian – ex CommBank

Saison 1 · Épisode 22

lundi 29 juillet 2024 • Durée 33:59

Becoming customer centric is smart, but it’s hard to do…

It’s smart because it’s more efficient for the business and better for customers. Win + Win.

The problem is, it’s a massive shift for large organisations, many have been structured around key product areas and work in siloed ways. So, trying to transition to a customer centric culture and operating model is an enormous task.

My guest in the next episode of the Customer Smarts Podcast Khachig Kabakjian has climbed that very mountain and successfully driven customer centricity inside massive organisations like CommBank and Standard Chartered Bank in Asia & Africa. He was heavily involved in CommBank’s successful customer decisioning program. And, most recently worked with Standard Chartered Bank in Singapore to drive customer centric change at scale, across multiple markets including Singapore, Hong Kong, India, Malaysia & UAE. He has now moved tech side working for Pegasystems in an advisory role to help organisations drive customer centricity at scale.

In this episode we discuss:

Why customer centricity is so important
The barriers to overcome
Some great examples of driving personalisation
How to drive customer centricity across multiple markets.

You can connect with me on Linkedin here: https://www.linkedin.com/in/justin-stafford-cs/ If you’re looking for help in the customer strategy & experience design space go to www.customersmarts.co

See omnystudio.com/listener for privacy information.

AI that’s blowing the minds of CX Leaders – Bruce Temkin, Brad Anderson

Saison 1 · Épisode 21

mardi 9 juillet 2024 • Durée 01:04:45

The speed at which AI is changing the customer experience space is mind blowing…

Qualtrics invited me to record an episode of the Customer Smarts Podcast at their X4 Summit in Sydney last week. Every guest I interviewed was genuinely blown away and excited by the amazing new Gen AI driven capabilities, things like: conversational feedback in surveys - where Gen AI adapts questions based on how the person responses to get more robust insights. As well as Managers Assist on the employee experience side an AI feature that acts as a manager coach to help managers better understand staff and make better decisions.

I had the privilege of interviewing 6 amazing guests including:

Bruce Temkin – also known as the godfather of customer experience, because he pioneered the whole industry. Bruce shared many pearls of wisdom about driving customer centric change and how to approach KPIs. Brad Anderson – President at Qualtrics who not only shared some amazing perspective on the new Gen AI features but also some great advice on driving customer centric change from all the CX leaders around the world he advises. Steven Issa - Steven Issa Former Chief Digital Officer at Australian Digital Health Agency. Ashley Taylor from Flight Centre. Melanie Disse at Ecosystem and Steve Bennetts, Head of EX at Qualtrics

This episode is a compilation from the 6 conversations. Jam packed with a broad range of insights about AI, CX and EX and how organisations are closing the insights to impact gap. I hope you enjoy.

You can connect with me on Linkedin here: https://www.linkedin.com/in/justin-stafford-cs/ If you’re looking for help in the customer strategy & experience design space go to www.customersmarts.co

See omnystudio.com/listener for privacy information.

The Power of Creativity - CEO of AFR’s Most Innovative Company 2023 - Lee Simpson

Saison 1 · Épisode 20

mardi 18 juin 2024 • Durée 34:56

Will AI make us less or more creative?

AI and automation have stolen the spotlight in the last couple of years, so I wanted to explore the impact it’s having on the creative industry and what it means for the future.

To help explore that question and dive into what drives great creativity I had Lee Simpson join me on the Customer Smarts Podcast. Lee has won some of the most prestigious creative awards in the world including the rare D&AD Black Pencil and 2 Grand Prix at Cannes Lions. He’s worked with companies like Volvo, Westfield and CommBank. And most recently as CEO of WhiteGrey, led them to win AFR’s Most Innovative Company in 2023.

In this episode we discuss:

The role of creativity
What great creativity looks like today
How to build a creative culture
Using creativity to solve real world problems
Creativity in the AI age

You can connect with me on Linkedin here: https://www.linkedin.com/in/justin-stafford-cs/ If you’re looking for help in the customer strategy & experience design space go to www.customersmarts.co

See omnystudio.com/listener for privacy information.

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Has your transformation been superficial? – Simon Belousoff ex Bupa & IAG

Saison 1 · Épisode 19

lundi 20 mai 2024 • Durée 35:27

Many transformations have been superficial…

In the last 30 years there’s been transformation after transformation, digital, data, customer centric and now AI.

The problem I’ve seen is that many organisations have added new technology and capability, but haven’t necessarily transformed how they operate at their core, leading to somewhat superficial transformations. They then get stuck in a cycle of continually swapping out technology and expecting change.

To get some insight into this challenge I had Simon Belousoff join me on the Customer Smarts Podcast. Simon has spent the last 20 years in senior roles helping organisations like Bupa, IAG and Transport NSW with their transformation journeys.

We explored:

Why some transformations, end up being superficial
How to deliver a successful transformation
13 leadership sins of enterprise transformation
Examples of the best transformations globally

You can connect with me on Linkedin here: https://www.linkedin.com/in/justin-stafford-cs/ If you’re looking for help in the customer strategy & experience design space go to www.customersmarts.co

See omnystudio.com/listener for privacy information.

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Innovating Coffee – Nicholas Lee ex Philips & Saeco

Saison 1 · Épisode 18

lundi 29 avril 2024 • Durée 35:58

Many of us can’t live without coffee…

There’s nothing better than sitting in your local cozy coffee shop with a perfectly made coffee from your barista who knows exactly how you like it made. It’s a highly personalised experience.

The thing is…. when you try and brew your own at home it home it never tastes as good and the experience is just not the same. So how do you design an experience that customers can enjoy at home that rivals a café?

My guest in this episode Nick Lee, has spent a large part of his career focussed on designing the most innovative experiences in the world for coffee drinkers in the comfort of their own homes. Which he’s done all over the world with leading electronics brands like Phillips, Saeco and DeLonghi.

In this episode we explored:

The Starbucks effect
Some really interesting things you didn’t know about coffee
Some great stories of innovation
How to overcome product or tech centric cultures
Building personalisation into product experiences
Co-creating with customers

If you’re looking for help in the customer strategy & experience design space go to www.customersmarts.co

See omnystudio.com/listener for privacy information.

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How to predict customer needs – Pete Avery ex Verizon, O2, Suncorp

Saison 1 · Épisode 17

mercredi 27 mars 2024 • Durée 34:29

Imagine if you knew what customers wanted next?

Marketing would be a whole lot easier right?…

Well, every time a customer interacts with you, they are telling you something. Often giving you clues about what they want next. However, many organisations are not taking advantage of this opportunity. Even though digital has made it a lot easier to track all these interactions.

Interestingly, customer decisioning is a field that capitalises on this very opportunity. Where the focus is on using the customer interaction data to drive the next best action for them. It’s not a case of which product do we shove in their face next, it’s much smarter and more nurturing than that. It’s more about doing what’s best for the customer which sometimes is leaving them alone. Brands who are executing decisioning programs well are having big impacts on their bottom line.

To get insight in customer decisioning, I had Pete Avery join me on the Customer Smarts Podcast. Pete’s passion for CX and customer decisioning has driven him all over the world implementing massive programs for enormous organisations like Verizon in the US, O2 and Orange in the UK and Vodafone in Spain as well as many large companies in Australia Like Suncorp and Westpac.

We explored:

Customer decisioning and the massive business impact it can have.
How to implement it
Overcoming internal barriers
How to get executive support
How AI will make decisioning a whole lot easier.

If you’re looking for help in the customer strategy & experience design space go to www.customersmarts.co

Feel free to reach out to Pete Avery directly on Linkedin if you want to chat about decisioning.

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