The Trick to Aligning Tech, People & Process for Operational Success

What happens when a fast-growing company completely rethinks how it delivers customer experience — from the inside out? Lacey Peace sits down with Phil Parbury, Service Manager at TOMRA Collection Australia, to unpack one of the most seamless and high-impact digital transformations we’ve seen in CX ops.

Phil takes us behind the scenes of a tech overhaul that reduced dozens of disconnected systems to one integrated solution, boosted technician response time by 26%, and achieved a first-time fix rate of over 99% — all while keeping humans at the center of an AI-assisted workforce.

Whether you're leading a digital transformation, scaling CX operations, or just nerding out over smart logistics, this episode is packed with actionable insights — and yes, it features a very charming Aussie accent. 🇦🇺

👉 Tune in to hear how Phil’s team is future-proofing CX from the inside out.

Key Moments:

00:00 - The Power of Predictive AI in Customer Experience

01:25 - What Are Reverse Vending Machines?

05:23 - Phil’s Engineering Background & Career Path

07:38 - Scaling Pains: Early Operational Challenges at TOMRA

15:17 - Streamlining Tech: From 26 Tools to One Unified System

21:39 - How AI Optimizes Field Technician Dispatching

23:56 - Real-Time Monitoring & Keeping Machines Online

25:20 - Performance Metrics: 26% Faster Response, 99% First-Time Fix

28:11 - What’s Next: Planning for Predictive Maintenance

32:01 - Personalization, AI Agents & Changing Customer Expectations

35:45 - Training Humans to Work with AI: Empowering Support Teams

43:02 - Reddit Question: What Tools Actually Improve CX?

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