What Contact Centre Leaders Need to Know About AI & CX with Tim Muhundan - S1EP3
The Kiwi CX CollectiveShow Notes
Ever felt the frustration of being on hold for an hour, only to be transferred and have to explain your problem all over again? That’s a bad customer experience (CX). Now, imagine a world where you are routed to the right person immediately, with your history already available, and your issue is resolved in a fraction of the time. That’s a good CX. In this episode of The Kiwi CX Collective, we sit down with Tim Muhundan, the CEO of Automate.CX. Tim, a former civil engineer, has a rich backgro...
More from The Kiwi CX Collective
In the modern contact centre, resilience isn't just a "nice-to-have"—it's a business imperative. When your team is facing profanity, racism, and personal attacks on a Monday, it’s no surprise they are less likely to show up on Thursday. But how do we bridge the gap between keeping the phones ringing and keeping our people mentally safe? In this episode of The Kiwi CX Collective, we sit down with Debbie Schultz, the founder and CEO of Blue Sky Minds. From her early days in a tartan uniform as ...
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-...
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 cust...
“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 t...
Are your teams truly supported, or are they just keeping up appearances? Many leaders focus on hitting targets without understanding the human experiences behind them, leaving staff stressed, disconnected, and unsure of their impact. This episode explores how a coaching-led approach can transform leadership from transactional to genuinely empowering. On The Kiwi CX Collective, we speak with Gail Meintjeis, a leadership and coaching specialist, and former contact centre leader renowned for bui...