The Company Road Podcast E3 Daniele Iezzi - With a Little Help from AI. One Step at a Time, Persistently Forward
“It's being able to tell the story. It's using data first of all as the starting point. And being able to use that data to articulate a story in a way that's easy for stakeholders to understand, if they don't how contact centres work. And let's face it, most people don't how contact centres work. So you've gotta cut through all of that.”
Daniele Iezzi
In this episode you’ll hear about
- Being brave to quickly learn and showcase new technologies and AI. Instil confidence!
- Staying close to your data. But don’t just show data, convert to stories and present persuasively with passion.
- Speaking the exec lingo and always looking for ways connect service language to commercial outcomes.
- Planning, experimenting, staying agile, to learn and improve. Never stop to ensure manoeuvrability.
- Seeking allies from unexpected places, build support, face resistance as one!
We hope you enjoy the show!
Key links
21 Jump Street
David Jones
Country Road
Purple People
About our guest
Daniele Iezzi is a Customer Service Transformation Strategist.
As the former GM Customer Services at David Jones and Country Road Group, and with a retail career spanning over 25 years, Daniele is on a mission to redefine customer service from its traditional operating model to a seamless omnichannel conversational commerce experience, powered by great people and enabled by AI. Most recently, Daniele established a digital first contact centre for David Jones and CRG. He’s excited about the opportunity to expand the scope of customer service beyond the contact centre.
About our host
Our host, Chris Hudson (https://www.linkedin.com/in/chris-hudson-7464254/), is a Teacher, Experience Designer and Founder of business transformation coaching & consultancy Company Road (www.companyroad.co)
Company Road was founded by Chris Hudson, who saw over-niching and specialisation within corporates as a significant barrier to change.
Every team approaches transformation in their own way, also bringing in their own partners to help. And while they’re working towards the same organisational goal, it’s this over-fragmentation that stunts rapid progress at a company-wide level.
Having worked as a marketer, transformation leader, teacher and practitioner of design thinking for over 20 years, both here in Australia and internationally, Chris brings a unique, deep and 'blended' skillset that will cohere and enable your teams to deliver ambitious and complex change programs.
Chris considers himself incredibly fortunate to have worked with some of the world’s most ambitious and successful companies, including Google, Mercedes-Benz, Accenture (Fjord) and Dulux, to name a small few. He continues to teach with Academy Xi in CX, Product Management, Design Thinking and Service Design and mentors many business leaders internationally.
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