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 on system design rather than KPIs and explains how Smaply 3.0 can improve the customer experience through more effective journey management.



Resources and links:
Smaply website
Marc Stickdorn’s website
Marc Stickdorn on LinkedIn



Connect:
Callo Consulting website
Sean McGinn on LinkedIn
Arnold Ho on LinkedIn

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 on system design rather than KPIs and explains how Smaply 3.0 can improve the customer experience through more effective journey management.
 
Resources and links:
<ul>
<li aria-level="1"><a href="https://www.smaply.com/">Smaply website</a></li>
<li aria-level="1"><a href="https://www.marcstickdorn.info/">Marc Stickdorn’s website</a></li>
<li aria-level="1"><a href="https://www.linkedin.com/in/stickdorn/?originalSubdomain=at">Marc Stickdorn on LinkedIn</a></li>
</ul>
 
Connect:
<ul>
<li aria-level="1"><a href="https://www.calloconsulting.com.au/">Callo Consulting website</a></li>
<li aria-level="1"><a href="https://www.linkedin.com/in/sean-mcginn-09608430/?originalSubdomain=au">Sean McGinn on LinkedIn</a></li>
<li aria-level="1"><a href="https://www.linkedin.com/in/arnold-ho/?originalSubdomain=au">Arnold Ho on LinkedIn</a></li>
</ul>

The Calling is your guide to leading modern contact centres. On the show, we share innovative strategies, expert insights, and success stories from industry leaders across the world. You'll learn everything you need to turn your contact centre into a strategic value centre, where interactions become memorable experiences.

The Calling is your guide to leading modern contact centres. On the show, we share innovative strategies, expert insights, and success stories from industry leaders across the world. You'll learn everything you need to turn your contact centre into a strategic value centre, where interactions become memorable experiences.

Your guide to leading modern contact centres.

The Calling (formerly The Agile Contact Centre Podcast)

TCA - The Calling

Better service design is better for business

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 contact centre into a value centre, the role of AI and balancing technology with human empathy, and the importance of cultivating a good employee experience. He also shares the challenges of operating a contact centre through the pandemic and the lessons he learned from those experiences.



Resources and links:
Who Gives A Crap website
Ryan Klausner on LinkedIn



Connect:
Callo Consulting website
Sean McGinn on LinkedIn
Arnold Ho on LinkedIn

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 contact centre into a value centre, the role of AI and balancing technology with human empathy, and the importance of cultivating a good employee experience. He also shares the challenges of operating a contact centre through the pandemic and the lessons he learned from those experiences.
 
Resources and links:
<ul>
<li aria-level="1"><a href="https://au.whogivesacrap.org">Who Gives A Crap website</a></li>
<li aria-level="1"><a href="https://www.linkedin.com/in/ryanklausner/">Ryan Klausner on LinkedIn</a></li>
</ul>
 
Connect:
<ul>
<li aria-level="1"><a href="https://www.calloconsulting.com.au/">Callo Consulting website</a></li>
<li aria-level="1"><a href="https://www.linkedin.com/in/sean-mcginn-09608430/?originalSubdomain=au">Sean McGinn on LinkedIn</a></li>
<li aria-level="1"><a href="https://www.linkedin.com/in/arnold-ho/?originalSubdomain=au">Arnold Ho on LinkedIn</a></li>
</ul>

Balancing technology with empathy in the contact centre

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 Origin has incorporated AI into their operation and how their unique contact centre configuration is better for employees and customers.



Resources and links:
Origin Energy website
Cameron Geason on LinkedIn



Connect:
Callo Consulting website
Sean McGinn on LinkedIn
Arnold Ho on LinkedIn

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 Origin has incorporated AI into their operation and how their unique contact centre configuration is better for employees and customers.
 
Resources and links:
<ul>
<li aria-level="1"><a href="https://www.originenergy.com.au/">Origin Energy website</a></li>
<li aria-level="1"><a href="https://www.linkedin.com/in/cameron-geason-6a84b941/?originalSubdomain=au">Cameron Geason on LinkedIn</a></li>
</ul>
 
Connect:
<ul>
<li aria-level="1"><a href="https://www.calloconsulting.com.au/">Callo Consulting website</a></li>
<li aria-level="1"><a href="https://www.linkedin.com/in/sean-mcginn-09608430/?originalSubdomain=au">Sean McGinn on LinkedIn</a></li>
<li aria-level="1"><a href="https://www.linkedin.com/in/arnold-ho/?originalSubdomain=au">Arnold Ho on LinkedIn</a></li>
</ul>

Balancing AI and human connection in the contact centre

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 into how AI can improve contact centre operations and customer engagement. He discusses the differences between traditional and generative AI, how AI has evolved in the CX space, and how businesses can begin incorporating AI in small but meaningful ways.



Resources and links:
Purchase ‘The AI Empowered Customer Experience’ here
Customer Experience Innovation Institute website
Simon Kriss’s website
Simon Kriss on LinkedIn



Connect:
Callo Consulting website
Sean McGinn on LinkedIn
Arnold Ho on LinkedIn

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 into how AI can improve contact centre operations and customer engagement. He discusses the differences between traditional and generative AI, how AI has evolved in the CX space, and how businesses can begin incorporating AI in small but meaningful ways.
 
Resources and links:
<ul>
<li aria-level="1"><a href="https://www.amazon.com.au/dp/B0C9SBNW3N">Purchase ‘The AI Empowered Customer Experience’ here</a></li>
<li aria-level="1"><a href="https://cxii.com.au/">Customer Experience Innovation Institute website</a></li>
<li aria-level="1"><a href="https://simonkriss.ai/">Simon Kriss’s website</a></li>
<li aria-level="1"><a href="https://www.linkedin.com/in/simonkriss/?originalSubdomain=au">Simon Kriss on LinkedIn</a></li>
</ul>
 
Connect:
<ul>
<li aria-level="1"><a href="https://www.calloconsulting.com.au/">Callo Consulting website</a></li>
<li aria-level="1"><a href="https://www.linkedin.com/in/sean-mcginn-09608430/?originalSubdomain=au">Sean McGinn on LinkedIn</a></li>
<li aria-level="1"><a href="https://www.linkedin.com/in/arnold-ho/?originalSubdomain=au">Arnold Ho on LinkedIn</a></li>
</ul>

Better service design is better for business

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