Kiwi CX Collective Podcast - Let’s treat CX as a Team Sport
October 2025, CCNNZ Kiwi CX Collective podcast “Breaking Down Silos: The Secret to World-Class CX with Melanie Disse”
Tune in for a fun and informative conversation between Elias Kanaris, CEO of CCNNZ, and myself as we explore all things CX, and why CX truly is a Team Sport!
Description:
The biggest threat to your customer experience isn't an unhappy agent—it's a disconnected team.
When your marketing department makes promises your product can't keep, or your digital team launches a broken feature, it's your frontline staff who face the fallout. But what if you could get everyone in your organization rowing in the same direction?
That's the central idea in this powerful conversation with veteran CX consultant and strategist, Melanie Disse. She joins The Kiwi CX Collective to share her game-changing philosophy: treating customer experience as a "team sport".
Melanie explains how to dismantle the destructive silos that pit departments against each other and build a unified culture where everyone is accountable for the customer's journey. In this deep dive, you'll learn why CX leadership must have a voice in the C-suite and how to transform your company values from words on a poster into actionable, daily principles for every employee. We also challenge obsolete metrics like 'Average Handle Time' and explore how to leverage the true 'Voice of the Customer' (VoC) to drive meaningful, systemic change across your entire business.
Tune in for a practical blueprint on transforming your organization's approach to customer loyalty. Whether you're a C-suite executive, a department head, or a CX professional, this episode provides the insights you need to foster genuine collaboration and put your customer at the heart of every decision.