CX Talks: Mastering the art of the possible

When it comes to delivering a loyalty-boosting customer experience many leaders focus on improving customer-facing business functions, such as service and sales. However, what happens behind the scenes in a business has just as big an impact on the customer’s experience.

Kicking off the 2024 series of CX Talks, Yvette Mihelic, director of CX for rail operations and maintenance at Australia’s John Holland Group and CX Network Advisory Board member, shares her experience of leading major teams and projects that deliver for the entire organization.

Yvette is a passionate CX leader and prior to joining JHG, she held the position of general manager of CX for Sydney Trains, where she was responsible for the implementation of the Opal system and NSW TrainLink. She also worked for transport for New South Wales, where she delivered the Customer Channel Transformation Program

In this interview Yvette talks about creating a CX tribe, motivating peers to support your work, and why she views CX as “the art of the possible”.

This episode of CX Talks covers:

• Creating a CX shopping list and selling it to stakeholders and peers. 
• The impact of organizational efficiency on the customer experience.
• Why the shift from personas to mindsets is one of the most interesting things happening in CX right now.