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The Kiwi CX CollectiveAuthor: Elias Kanaris
Welcome to the C-Suite Conversations, the official podcast of CCNNZ, created for and by the contact center and customer experience community. Join us as we take a deep dive into the three core pillars of performance in our industryProduct, Process, and People. Each episode features a relaxed, in-person interview with a top-level leader, celebrating their wins, exploring the lessons they've learned, and getting to the heart of what's really working in their operations. This isn't about shiny case studies; it's about real, honest conversations that will help you feel seen, inspired, and better equipped to lead your team. Language: en-nz Contact email: Get it Feed URL: Get it iTunes ID: Get it |
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The Paradox of Power: Why Great Leaders Serve First - S1EP9
Sunday, 18 January, 2026
“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 to a boardroom leader. He challenges the industry to move beyond "desensitised" service and instead embrace manaakitanga, creating a culture where staff feel protected and customers feel heard.What we explore in this episode:Operational Innovation: How Auckland Transport achieved a 25% reduction in call volumes by simply giving customers more control through "Live Departures" and IVR technology.The 30% Stress Tax: A deep dive into the alarming reality that many agents carry 30% of their work stress home, and why leaders must move from one-off training "events" towards long-term wellbeing programmes.Predictive Engagement: Why using data to proactively reach out to customers makes them three times less likely to call back for the same issue.Aggregation of Marginal Gains: The discipline of getting 1% better every day and understanding that while success is a habit, failure can be one too.The "Untangibles" of Leadership: Why tone, humility, and EQ are the true markers of a world-class team, even in an AI-driven world.Henry’s message is a powerful reminder that leadership is a "privileged responsibility." If you aren't leading with a genuine desire to uplift your people and your community, you are missing the most vital part of the job.Guest: Henry Gray, Head of Customer Care at Auckland TransportConnect with Henry:LinkedIn: Henry GrayKeywords: Leadership, CX, Manaakitanga, Auckland Transport, Contact Centre, Servant Leadership, Staff Wellbeing, Predictive Engagement, Operational Excellence, Tautua, New Zealand Business.Connect with CCNNZ: Website | LinkedIn | YouTube | Facebook Connect with Elias Kanaris: Email | LinkedIn
