Les meilleurs podcasts Centre For Cultural Value (2024)

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Who Cares About Culture, Really? 8:06

13d ago8:06

8:06

Send us a text With leaders twice as connected to their organisation’s culture as employees, how do we look to bridge this gap? And why does it matter? Well, according to Gallup, those who strongly agree that “they feel strongly connected to their organisation’s culture” are: - 4x as likely to be engaged at work - 5.8x as likely to recommend their …

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Balancing technology with empathy in the contact centre 49:36

16d ago49:36

49:36

Ryan Klausner is the Head of Customer Experience at Who Gives A Crap. Who Gives A Crap is one of Australia’s leading toilet paper subscription services and operates as a profit-for-purpose social enterprise that donates a portion of the profits to improving sanitation for people around the world. In this episode, Ryan discusses how to turn a contac…

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The Human Advantage Ep. 25 - Decision-making and Unity - Major Charlie Ruggles-Brise & Warrant Officer Class One Dai Chant 52:57

19d ago52:57

52:57

In this episode, our host Ash Bhardwaj speaks with Maj Charlie Ruggles-Brise and WO1 Dai Chant of 1st The Queen’s Dragoon Guards, “The Welsh Cavalry.” We explore the intricacies of leadership and development through the unique perspectives of two military professionals who have worked closely together since early on in their careers. Charlie and Da…

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Living Through Values: Dr. Mollie Marti on Resilience and Transformation 56:18

22d ago56:18

56:18

Send us a text Unlock the secrets to a values-driven life with our special guest, Dr. Mollie Marti, a lawyer, social psychologist, author and visionary behind the Worldmaker Resilience Institute. Mollie takes us on a journey through her personal transformation, revealing how aligning her goals with her core values has been a game-changer in both he…

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Episode 46 - Leading Without Shortcuts - Warren Gatland CBE 57:00

27d ago57:00

57:00

In this episode, we’re thrilled to welcome Warren Gatland, the legendary Head Coach of the Welsh National Rugby team. With a remarkable career spanning both playing and coaching at the highest levels, Warren’s story is one of passion and dedication. Born in New Zealand, Warren began his rugby journey on the fields of his homeland, eventually earnin…

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Is Inauthenticity Killing Your Performance? 8:09

28d ago8:09

8:09

Send us a text Authenticity is one of the founding elements to any high performance culture - the extent to which people feel safe, supported and inclined to show up as their whole selves. The costs of not being authentic, both individually and collectively, for both wellbeing and performance, are too important to ignore. But are we always aware of…

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Balancing AI and human connection in the contact centre 45:00

1M ago45:00

45:00

Cameron Geason is the General Manager of Retail Operations at Origin Energy. Origin Energy is one of Australia's largest energy providers and delivers electricity, gas, and LPG for more than 4 million customers nationwide. In this episode, Cameron reflects on his career and how contact centres have evolved throughout his career. He talks about how …

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From Silver Medals to Sales Goals: Jazz Carlin on Success and Resilience 48:34

1M ago48:34

48:34

Send us a text In this episode, Jonny de Mallet Morgan catches up with Double Olympian Jazz Carlin, who’s just back from Paris after working with Talksport and Team GB. Jazz, known for achieving two silver medals at Rio 2016, talks about her journey from being a top swimmer to diving into the business world. Jazz opens up about the challenges of fi…

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The Human Advantage - Episode 24 - Being a Kind Leader - Colonel Jax Powell. 36:59

1M ago36:59

36:59

In this episode our host, Ash Bhardwaj, speaks to Colonel Jax Powell. Colonel Powell joined the Army in 1994, commissioning into the Royal Logistic Corps (RLC). She has served on operations in the Balkans, Iraq, Afghanistan and Mali. She has also held several Staff roles including stints at the Permanent Joint Headquarters (PJHQ), Army Headquarters…

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AI is the future of CX 38:03

1M ago38:03

38:03

Simon Kriss is the Chief Innovation Officer at the Customer Experience Innovation Institute (CXII) and the author of ‘The AI Empowered Customer Experience’. The Customer Experience Innovation Institute aims to change how businesses engage with customers using innovative strategies, insights, and research. In this episode, Simon shares his insights …

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How Meaningful Conversations Will Retain Your Best Employees 6:03

2M ago6:03

6:03

Send us a text 42% of employees who voluntarily left their organisation in the last year report that their manager or organisation could have done something to prevent them leaving their job. A significant amount of staff attrition could be avoided if our managers just got better at talking to their teams. Easier said than done. In this week’s epis…

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Special Edition: Leadership Workshop Replay With Col. David Richmond CBE 1:13:56

2M ago1:13:56

1:13:56

Send us a Text Message. This special-edition episode is an audio replay of our virtual workshop "Leading From the Front: The Power of Exceptional Leadership" with Col. David Richmond, CBE that took place on 23 July 2024. We rarely release our workshop recordings - in fact, this is the first time we've released a recording in its entirety - but this…

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Episode 45 - Lessons from Legacy - James Kerr 1:04:26

2M ago1:04:26

1:04:26

In this episode our host, Lieutenant Colonel Dean Canham OBE, speaks to bestselling author, speaker and leadership and high-performance consultant, James Kerr. James has worked with elite teams around the world, across numerous sports, businesses and military units, developing their cultures and leadership in the pursuit of success at the very high…

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Mastering Virtual Engagement: Captivate and Connect Like a Pro 6:17

2M ago6:17

6:17

Send us a text Struggling to engage your audiences virtually? You’re not alone. A space where our audiences typically: Have shorter attention spans Are more distracted Feel more exhausted But, it’s part of everyone’s day-to-day. In this week’s episode of With INTENT: we break this challenge down and share some simple guidance that will transform yo…

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Better service design is better for business 45:00

2M ago45:00

45:00

Marc Stickdorn is the CEO and Co-founder of Smaply. Smaply is a software design company specialising in journey mapping and management software used by businesses worldwide. In this episode, Marc explores what service design is and how to use it to improve customer and employee experiences using journey mapping. He emphasises the value of focusing …

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Serving the community starts with listening to them 22:42

2M ago22:42

22:42

Greg Curcio is the Director of Customer and Performance for Knox City Council. Knox is located in Melbourne’s southeast and is one of Victoria’s most populous municipalities with over 165,000 residents calling Knox home. In this episode, Greg shares his journey to Knox City Council and emphasises the importance of community engagement and maintaini…

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S3 Ep 4: Transparency 47:34

3M ago47:34

47:34

We’re returning to season 3 of our podcast, Reflecting Value: Evaluation Principles in Practice, for a bonus episode! In season 3, we’ve been exploring our co-created Evaluation Principles. Throughout the season, we’ve been checking in with cultural sector professionals, evaluators and academics about their experiences of using the Principles in th…

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Why You Need To Master Public Listening To Master Public Speaking 6:57

3M ago6:57

6:57

Send us a text Public speaking is always a conversation. It’s as much about listening as it is about speaking. How can we expect to truly influence our audiences if we’re not receptive to what they have to say about what we share? The challenge is that whilst our audiences are always speaking to us, most of the time their contribution isn’t vocalis…

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How incorporating international attitudes can improve Australian service culture 37:00

3M ago37:00

37:00

Sharon Melamed is the Founder and Managing Director of Matchboard. Matchboard is a matchmaking service between companies and suppliers to take the hard work out of making business connections. In this episode, Sharon shares how a love of matchmaking in her personal life led her to found Matchboard. She also explains how living and working overseas …

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The CEO & Founder Dynamic: Trystan Morgan Schauer & David Segel | Mako Trading 36:11

3M ago36:11

36:11

Send us a text Ever wondered what kind of conversations leaders have at the top of a global organisation? If you're interested in understanding the dynamic between a Founder and CEO, then this episode is a must listen. Jonny de Mallet Morgan is back at Mako Trading, this time talking to Trystan Morgan Schauer, CEO, and David Segel, Founder. If you'…

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AI integration means more space for experts in the contact centre 38:17

3M ago38:17

38:17

At the time of this interview, Hefin Evans was the Head of Service for the Asia-Pacific region for Philips. Philips is a leading provider of healthcare technology and medical equipment to improve the health and well-being of communities globally. In this episode, Hefin shares his leadership journey and highlights the importance of balancing effecti…

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It's Not Your Managers: It's Your Culture 5:17

4M ago5:17

5:17

Send us a text Whilst 87% of employees believe that they’re being productive, only 12% of employers would say the same thing about them. Using a little conjecture, it’s not hard to see that some key conversations around performance are not happening. Whilst it’s easy to point the finger at our managers, especially with the observable behaviours aro…

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Humans, not machines, are the future of customer service 47:03

4M ago47:03

47:03

Jaquie Scammell is the CEO and Founder of Service Q and has written several books on CX. Service Q creates and delivers culture transformation programs for businesses that want to change how they engage with customers and clients. In this episode, Jaquie shares her career journey and how her understanding of service culture has developed over time.…

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The Human Advantage Ep.23 - The Power of Reflection - Sergeant Ashley Siddall 31:29

4M ago31:29

31:29

In this episode we speak to Sergeant Ashley Siddall of the Royal Army Medical Corps (RAMC). He began his career at the Army Foundation College Harrogate, at the age of 16, culminating in him joining the RAMC. After completing his trade training as a medic, providing pre-hospital care, Sgt Siddall joined 16 Medical Regiment, and has since deployed t…

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In Conversation With: David Segel | Founder of the Mako Group 42:01

4M ago42:01

42:01

Send us a text Founder. Investor. Philanthropist. Adventurer and Movie-Producer. Meet David Segel. This episode is a must-listen for anyone looking to lead a fulfilling, impactful, and inspiring career in business - and life, in general. David is the Founder of the Mako Group, a leading options market maker with a global trading footprint. He’s als…

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Why No Survey Will Solve Your Engagement Problem 6:31

4M ago6:31

6:31

Send us a text No Survey will solve your engagement problem. Certainly not alone. After all, only 8% of employees really believe that their organisation will actually do anything as a result of engagement surveys. And only 1 in 4 employees feel that their opinion matters in their organisation. If leaders aren’t engaging with their teams in a meanin…

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Innovation means breaking the rules 42:34

4M ago42:34

42:34

Adrian Swinscoe is a Customer Experience Advisor and the Author of “Punk CX”. For over 25 years, Adrian has worked with businesses to break the mould and take a more punk approach to the customer experience. In this episode, Adrian explains the Punk CX philosophy and what it means to embody the values of “investigation, agitation, and instigation”.…

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How To Have High Performance Conversations That Boost Engagement, Productivity and Profit 5:10

4M ago5:10

5:10

Send us a Text Message. 87% of employees feel they are being productive. Only 12% of employers would agree. This is a huge gap in perceptions. Are our leaders doing enough to communicate that their expectations are not being met? Are our employees being left entirely in the dark? It’s a horrible feeling when you suspect that someone doesn’t think t…

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Driving Productivity Whilst Staying Human 4:59

5M ago4:59

4:59

Send us a text We’re busier than ever. We’re struggling to keep up with our workloads and we’re feeling more and more stressed because of it. 64% of people say that they don’t have enough time or energy to do their work. 70% of people say that they would delegate as much of their workload as possible to AI. In this week’s episode of with INTENT: we…

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How delegating mundane tasks to AI leads to more engaged employees 32:09

5M ago32:09

32:09

AI has been on the lips of every industry in recent years, with contact centres particularly embracing the technology for servicing customers. Can it improve the employee experience as well? Luke Jamieson is a Solutions Consultant with Upland Software and a thought leader in EX and CX. Throughout his career, he has focused on exploring growth and o…

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Episode 44 - Leading with Love - Doctor Victoria Carr 47:00

5M ago47:00

47:00

In this episode we speak with Doctor Victoria Carr, Primary School Head Teacher, Army Reservist in the Intelligence Corps, and Centre for Army Leadership Senior Research Fellow. Combining her experience in leading in the education sector and as a military leader, Victoria provides a unique insight into how teams can benefit from leadership skills a…

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Why Confronting The Artificial Elephant In The Room Is Essential For Your Engagement Strategy 6:35

5M ago6:35

6:35

Send us a text With INTENT: our 5 minute deconstructions of the current trends to inspire healthy rethinking and reconstructive action. by Chris Wickenden, Chief Creative Officer at FROM:TODAY In a world of rapid change and evolving market dynamics, leaders are increasingly embracing the integration of AI technologies within their organisations. Th…

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The Human Advantage Ep 22 - Leading on Multinational Operations - Major David Love 36:37

5M ago36:37

36:37

In this episode, we speak to Major David Love, Royal Military Police (RMP), in his role as SO2 Army Leadership at the Centre for Army Leadership (CAL). We discuss how the CAL are developing the concepts and theory of leadership into tools that the Army can use. He focusses on the importance of understanding your people, and how by taking a human-ce…

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Great CX is more than skin deep 43:20

5M ago43:20

43:20

Emma Stapleton is the Head of Customer Support at MECCA Brands. As Australia's largest beauty retailer with a thriving online store and over a hundred physical stores across Australia and New Zealand, MECCA is committed to delivering the ultimate beauty experience. In this episode, Emma will discuss the importance of designing a good employee exper…

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The 5 Elements That Will Make or Break Your Business 5:09

5M ago5:09

5:09

Send us a text With INTENT: our 5 minute deconstructions of the current trends to inspire healthy rethinking and reconstructive action. by Chris Wickenden, Chief Creative Officer at FROM:TODAY This week, Chris explores the 5 founding elements that make up, and will ultimately make or break, your business.…

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Don't Punish All Of Your Best Workers With The Burden Of Management 6:41

5M ago6:41

6:41

Send us a text With INTENT: our 5 minute deconstructions of the current trends to inspire healthy rethinking and reconstructive action. by Chris Wickenden, Chief Creative Officer at FROM:TODAY. In this episode, Chris uncovers the essential strategies for effective leadership in today's hybrid work landscape. With 70 percent of managers admitting to…

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Episode 43 - Leading in the shadows - Sir Alex Younger: Britain's Chief Spy 43:36

6M ago43:36

43:36

In this episode we speak to Sir Alex Younger KCMG, the former Chief of the Secret Intelligence Service. Prior to his six-year tenure as ‘C’, Sir Alex was the Head of Counter Terrorism and obtained many operational roles worldwide. His time at MI6 was preceded by a stint in the British Army - first as a private soldier and later as a commissioned of…

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51% Of Your Team Might Be Emotionally Cheating On You 6:45

6M ago6:45

6:45

Send us a text With INTENT: our 5 minute deconstructions of the current trends to inspire healthy rethinking and reconstructive action. by Chris Wickenden, Chief Creative Officer at FROM:TODAY. 51% of the global workforce is either watching for or actively seeking a new job. 53% of people say that now is a good time to find a new job. They’re on th…

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The shift to self-scheduled work 42:37

6M ago42:37

42:37

Tim Buzza, Director of Workplace Flexibility at Verint (formerly Attune Work Solutions), joins us to discuss the transformative power of self-scheduling systems for contact centre agents. Verint’s innovative approach is reshaping the work-life balance, offering a new level of autonomy and flexibility in the workplace. In this episode, Tim demystifi…

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The Human Advantage Ep. 21 - Combining Competency with Human Understanding - Lieutenant Colonel Ed Fraser 38:09

6M ago38:09

38:09

In this episode we speak to Lieutenant Colonel Ed Fraser of the Duke of Lancaster's Regiment, formerly the 1st Battalion The King's Regiment, which he commissioned into in 2001. He served in Afghanistan on Op HERRICK, and twice in Iraq on Op TELIC. Away from regimental duty, Lt Col Fraser instructed as a Platoon Commander at the Royal Military Acad…

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Public Speaking: Why Tips And Tricks Are Costing Your Influence 5:38

6M ago5:38

5:38

Send us a Text Message. With INTENT: our 5 minute deconstructions of the current trends to inspire healthy rethinking and reconstructive action. by Chris Wickenden, Chief Creative Officer at FROM:TODAY. We help a lot of people with their public speaking. Something that comes up all of the time is a desire for tips and tricks - ultimately a short cu…

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Episode 42 - Cognitive Diversity in Teams - Brigadier Jaish Mahan 45:08

6M ago45:08

45:08

In this episode we speak to Brigadier Jaish Mahan, who commissioned into the Royal Army Medical Corps (RAMC) in 1994 and has served in roles spanning the medical profession. He has deployed on seven operational tours, including Kosovo, Sierra Leone, the Iraq war and Afghanistan three times. Brigadier Mahan has been an Army Reservist since his trans…

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With INTENT: The Number One Tool You Need To Fix Your Employee Engagement Problem 6:00

6M ago6:00

6:00

Send us a text With INTENT: our 5 minute deconstructions of the current trends to inspire healthy rethinking and reconstructive action. by Chris Wickenden, Chief Creative Officer at FROM:TODAY. In this thought-provoking podcast episode, Chris explores the critical link between engagement and productivity within organisations. With low levels of eng…

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How Zoom CX is reshaping the service experience 31:13

6M ago31:13

31:13

Dina Levy is the Head of Customer Experience Channels at Zoom, and Phil is the Head of Go-To-Market for Zoom CX. Zoom started in 2011 as a video conferencing platform and has since grown into an all-in-one collaborative platform for businesses and people across the globe. In this episode, Dina and Phil explain how the latest technology from Zoom CX…

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David Richmond, CBE: Purpose-Driven Leadership - Navigating Change and Resilience 35:42

6M ago35:42

35:42

Send us a text In this episode, Jonny talks to David Richmond, CBE. David is an experienced senior leader who, following a long and successful military career, has worked as an interim executive, senior civil servant, director in the 3rd sector, and an independent government advisor. He also chairs Boccia UK and was on the board of the London Irish…

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The Human Advantage Ep 20 - Improving Organisational Culture - Lieutenant Colonel Simon Farebrother MC 37:54

6M ago37:54

37:54

In this episode we speak with Lieutenant Colonel Simon Farebrother MC. Simon commissioned in 2001 into the Queen's Dragoon Guards (QDG) - a light cavalry regiment that specialises in reconnoissance. He served on operations on Op BANNER in Northern Ireland, on Op HERRICK in Afghanistan, and on Op TELIC in Iraq. His troop was attached to 3 Commando B…

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With INTENT: Why Should We Care About Care? Our 5 Minute Deconstruction. 4:34

6M ago4:34

4:34

Send us a text With INTENT: our 5 minute deconstructions of the current trends to inspire healthy rethinking and reconstructive action. by Chris Wickenden, Chief Creative Officer at FROM:TODAY. In a world where workplace disengagement costs the US a staggering $1.9 trillion in lost productivity, Chris at FROM:TODAY ventures into the heart of the ma…

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Failure demand: Leverage your contact centre insights to drive better commercial and employee outcomes 29:08

7M ago29:08

29:08

Peter Iansek is the CEO and Co-founder of Operative Intelligence. Operative Intelligence is a customer insights tool that uses AI to meaningfully improve the customer experience by helping to identify what customers need when they call the contact centre. In this episode, Peter tells the story of how he went from working in contact centres to found…

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James Hymers: Evolving Skills and Perceptions Across The Health And Safety Profession 32:59

7M ago32:59

32:59

Send us a text In this episode, Jonny speaks with James Hymers, Director of Health and Safety at Pick Everard. James is passionate about reshaping the perception of health and safety, aiming to position it as a facilitator of business success rather than a hindrance. He shares his journey into the construction industry and his transition from engin…

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The Human Advantage Ep.19 - Turning vision into action - Major Daljinder Singh Virdee MBE 25:55

7M ago25:55

25:55

In this episode we speak to Major Daljinder Singh Virdee MBE. Major Virdee commissioned into the Royal Army Medical Corps in 2015 as a pharmacist Professionally Qualified Reserve Officer. Following regimental duty with 256 Field Hospital, he re-roled as a Medical Support Officer and went into full-time Reserve service (FTRS). He has since worked in…

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