Customer Experience Management Conference Archives

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Culture, Employee Engagement, Leadership

Leadership @Customer Experience Management Conference

This week I attended the IQPC Customer Experience Management Conference in Sydney. I was fortunate enough to be invited to be a guest speaker during the Focus Day on Monday and many other speakers have shared their thoughts and presentations over the three days.

Although the conference theme was based around Customer Experience, there have been many great quotes and comments regarding leadership, business and culture that are worth sharing. This blog highlights a few of the key points that I felt were most relevant and resonated with my own values and passions.
Thank you to all the speakers for sharing!

How are you choosing to challenge what has been done previously? Don’t accept the reasonable reasons from the past.
Our employees want to know their leaders and what they care about.

Gordon Ballantyne, Telstra
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Leadership cannot be outsourced to HR.
Be disciplined: celebrate short-term but don’t forget your ultimate goal.

Dirk Hofman, Nokia
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The empowered customer is now in control of the business relationship.
90% of effort is used collecting and collating data and 10% actually using it – it should be the other way around.

Peter Harris, Vision Critical
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Question the initial question to truly understand the business problem.
Team composition is most important. A lack of a balanced mix is one of the core reasons projects fail.

Mark Nealy, ThoughtWorks
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Most organisations and leaders only spend around 20% of their time adding value to the customer.
The fundamental mission of business should not be about profit, but rather value creation.

Dr Shayne Silcox, Melville Council
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Businesses have to deliver good service to earn the right to sell to customers.

Andrew Pearce, National Australia Bank

7 Success Maxims from Savvy Business Leaders (startupprofessionals.com)
Leadership Thought #345 – Focus on What You Do Well (edrobinson.wordpress.com)

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21:31 27 Mar 24

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04:09 28 Feb 24

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01:31 12 Jan 24

This is the best leadership program I have undertaken.I have been in a management role for over 10 years and completed various management courses, however nothing has provided me with the leadership skills and abilities like CoachStation’s coaching and mentoring program. The coaches are so approachable and take the time to understand the needs of the individual leader. CoashStation also provided coaching and leadership training for new leaders in our organisation and this was so valuable to help them begin their journey in their new roles.I have seen significant transformation in both my own abilities as well as our new leaders through this program which has resulted in significant improvement for the organisation as a whole. Since completing the program I am a much more confident and effective leader, able to support my team to reach our goals. I would absolutely recommend CoashStation’s services to all organisations wanting to achieve superior leadership within their team, whether for long term leaders or those who are new to their leadership role.

Anthony M Wickramasinghe

01:35 30 May 23

Steve is a great mentor and coach and has helped me immensely in both my professional and personal life. His approach is very personalized and relatable that it made it easy to build a relationship from the start with a strong foundation of trust. He genuinely cares about your development and goes above and beyond to help whenever there is a need. This was evident from the way he answered my call at an unscheduled time and the way he provided guidance, encouraging me to reflect on my core values, answer my own questions, and come to the realization of the actions that needed to be taken. Steve challenged me, made me feel accountable, and made me discover a side that I haven’t explored. His unique way of coaching goes beyond the tools and materials he provides and brings about positive changes and results. I am very grateful to the time spent, especially meeting Steve at a time that was crucial for my career and personal growth. I would not hesitate recommending Steve as a mentor and coach to anyone who is pursuing positive changes in their personal and professional life.

Simone Visini

05:44 22 Apr 23

I highly recommend this program with Steve, the skills, experience and understanding on how to be a good leader I have gained throughout the program have already made a strong and positive impact in my abilities as a leader. I began this program at the same time I was promoted into a new leadership role, I was struggling with time management and self confidence in new role which was hindering my abilities to perform to a high standard for the business and my team; I needed some coaching and guidance. Steve immediately built a great rapport with me making me feel comfortable speaking with him openly and honestlyBy building such a strong foundation early we really were able to make good progress. Steve shared his expertise and experience which I could relate to and with his guidance he encouraged self-reflection which gave me so many insights into my skills, my progress, an understanding into my areas in need of improvement. We collaborated well and implemented strategies into my time management and my day to say roles as a leader, I immediately noticed a huge improvement which benefited myself, my team, and the workplace. Over the course of the program a learnt a lot about myself both personally and professionally noticing growth in both areas. By feeling more comfortable and confident in my role I was able to decrease my stress and improve overall as a leader. I thoroughly enjoyed my time with Steve and would recommend anyone wanting to take their career as a leader to the next level to work with Steve.Thank you, Steve, for providing me with lifelong skills and understanding that I will be able to use personally and professionally.

Andrew Midgley

22:36 28 Mar 23

Simply put, if you are looking for a professional performance coach to help you grow your self-awareness, be a better leader and learn practical techniques to immediately improve team or individual performance then look no further than CoachStation.Having worked with Steve over the last year I can confidently recommend him to you. With Steve’s expert coaching and mentoring I’ve been able to take practical steps to be a better leader to my team, while gaining the perspective necessary to navigate the transition from sole-contributor to leading a department. While I’ve only just begun my journey Steve’s tried and tested approach has left with the tools to climb the steps I need to get to where I want to be. He has helped me to recognise and understand my personal values, motivators and strengths. Empowered with this knowledge, I’ve been able to create a plan for my professional development that extends well past the formal coaching period and has the right ingredients to help me achieve my personal goals, build relationships and take the next step in my career.Whether it’s performance coaching, mentoring, professional development or business strategy, Steve from CoachStation, can and will help you.

Jilleta Mitchell

22:10 27 Mar 23

I met Steve at Coachstation at a time in my career where I was at a crossroads and facing difficulty in seeing past the next few years.. possibly months. I felt invalidated and broken and I think that is how I opened the conversation. I have now spent 12 months working with Steve, refocussing my thoughts and identifying new goals to push into a different framework for success and most importantly change.Steve has been invaluable in my journey to identify what was holding me back. He is part strategist, part thought provoker, and part cheerleader. Steve helped me to identify my values and where these values aligned and how to invoke the skills to bring out a clarity of purpose and desire that is often hard to pinpoint on your own. Steve was a safe place to talk about challenges and a calm voice to steer me when I was not seeing issues clearly. Steve gave me confidence, focus to rewrite the narrative and has culminated in a change of career direction.I am so grateful to have worked with Steve during a challenging period professionally and highly recommend his services to anyone who is looking to transform their career or even just gain clarity for their professional development.

Alex Bozianu

09:52 16 Mar 23

My experience with Steve has been one of self reflection and growth. Steve has a fantastic insight on what it takes to be a great leader. His method is very conducive toward introspection which results in inspiring change. The overall experience has helped me personally identify my strengths and weaknesses and specifically how I can tackle the latter via my personal leadership style. His coaching is fully tailored and personalized and there has been a great attention to detail in the approach. I think every up and coming and established leader will greatly benefit from Steve's coaching in order to take their leadership to the next level.

Ben Leighton

22:51 12 Mar 23

Since starting at my current company, I have had the distinct pleasure of working with Steve, both in a formal capacity and informally.First and foremost, Steve is people-centric. He is a uniquely gifted communicator, able to convey difficult, sometimes hard to hear feedback in a way that means you’re still happy to have a beer with him at the end of the day.Steve has played an immense part in my professional development over the last 5 years. As my role has adapted during this time, he has proven an invaluable voice of reason and experience.Having had the benefits of Steve’s coaching from an early point in my professional life, he has helped foster self-awareness, leadership and empathy: all key factors for the success that I have seen so far.For anyone invested in themselves and their career, I could not recommend CoachStation any higher. Steve’s passion for inspiring development creates an engaging and personal coaching experience, the fruits of which I believe I will be seeing for years to come.

Matt Wootten

04:51 02 Mar 23

I was lucky enough to introduced to Steve's program through my employer. I have never been a big believer in coaching or mentorship however I have come to realise and appreciate the impact it can have after my experience working with Steve over the last 12 months and now see it as invaluable.Steve helped me understand myself and how I interacted with others and it has really helped me to me to grow and improve as a person. From a work perspective is has really helped me to get the best out of myself and my team.Best of all Steve has challenged me and held me accountable to what I have committed to and been an invaluable sounding board when working through challenges. Thanks for all of the support Steve!

Michael Friend

23:12 26 Feb 23

I had the opportunity recently to participate in the Coaching and Mentoring program run by Steve from CoachStation. This program run over a 12-month period focuses on developing and enhancing skills to create more effective leaders both professionally and personally.Early on in the program it was clear to me that Steve had a great style, and we were able to create a genuine and authentic working relationship. At the end of each of our 1 on 1 sessions I walked away with new skills and tools and renewed motivation that has allowed me to continue to develop on my leadership journey.At the end of this course, I have a much clearer understanding of my core values, my leadership style and how I can adjust and tweak my approach to get the best out of my people. I would highly recommend Steve for anyone that is looking to develop effective leadership skills.

Charl Dreyer

02:14 27 Jul 22

If you are looking for a motivational program filled with feelgood taglines, this is probably not the program for you. If however you are looking to make change or develop your competencies and is willing to be challenged, be vulnerable, open to feedback and putting in the work, Steve will take you on a journey that can change your life, personally and professionally.Steve is first and foremost a people person, with extensive commercial experience, who clearly has a deep passion for working with people and bringing a better version of you to the fore. In our 15 month relationship, he helped me break ingrained habits and implement strategies and practice ideas to address areas where I could do better. Understanding what my value system is, is impacting not just how I approach things and interact with people, it is also guiding me in my longer term goal setting.I highly recommend this program. Thanks Steve!

Gassan Charabati

02:08 03 Mar 22

I was fortunate enough to be nominated to Steve's Coaching and Mentoring Program in early 2020. Unfortunately in May 2020 I had a serious health issue followed by the COVID lock downs so I had to post pone my coaching & mentoring program until 2021. Steve was brilliant, incredibly caring, truthful and insightful. Steve made me think about what my true values are. I never really understood or appreciated the power of mentoring but after my sessions with Steve I have never looked back. I have used the lessons learnt from my mentoring sessions to be a better leader and have meaningful discussions with my team. I strongly recommend Steve for anyone wishing to improve their leadership style or wishing to develop their relationships with their staff, peers or leaders.

Tim Girling

22:28 18 Jan 22

Steve has been an excellent coach for me over a period of two years. I commenced with CoachStation while transitioning from being IN a sales team, to managing that same team. Over the course of the coaching I shifted from simply managing, to truly leading, and have successfully navigated a number of challenging situations with Steve's support. Steve both supported and challenged me through this period and has assisted in setting me up for success in the future. His methodology of values / passions alignment, and significant real leadership experience means he has many things to draw from to support you in any phase of your career. I would recommend CoachStation to anyone that cares about their career and is willing to put in the effort to grow.

Neil Peters

21:50 02 Dec 21

I have known Steve since 2017 and been part of his coaching program for four years. Steve is a rare individual who understands people and instantly makes you feel safe and secure when you are working with him. I have held a few roles whilst working with Steve and he has assisted my thinking, self-awareness and attitude towards my career but ultimately they are life skills that can be used every day.I truly believe that Steve has lifted my capability as his techniques and approaches are realised subconsciously which makes the learning easier to apply.Steve has become a true business partner and friend of mine in which I am forever grateful of meeting him through coach station. I highly recommend Coach station for anyone wanting to develop themselves.Thanks Steve.Neil Peters

Shannon Barry

00:17 12 Nov 21

I never realised the impact a coach and mentor could make in both my professional and personal life until I met Steve.After working for a big corporate firm for the last 13 years, I thought I knew myself and how I worked. Moving into a smaller professional company and into a completely different role, has opened my eyes to new methods of how more effective and efficient I can be in the workplace. Steve has helped me learn to tap into my strengths, understand my core values and focus on areas where I have the potential to grow.It was and continues to be, eye opening during coaching sessions with Steve. What we discuss has most definitely resonated with me and changed the way in which I see myself and how I think both in my personal and professional environments. I value and look forward to our coaching sessions! Steve is professional, honest, approachable, poses good thought provoking challenges and is willing to listen.I am so grateful that I have had the opportunity to meet Steve via my current employer who understands the significant impact and value coaching and mentoring can have for their staff.

Tian Cao

00:27 19 Oct 21

Steve's coaching has been the most beneficial experience in my working career and I have developed skills that I will take with me as my career grows. He changed the way I thought of coaching from a results driven approach to a journey of self development and realization.Within the first session, I felt like I was able to trust him and open up. He provided insight into my communication behaviours that I was not aware of and how that would effect how people receive my message. As I was having issues with training a new employee, Steve's was able to provide a framework of knowledge, run through examples of difficult conversations and guide me through areas to focus on. I was able to convert my uncertainty to useful planning which helped me manage those difficult conversations. Every session was tailored to my developmental needs and there were action points after each session for me to work and reflect onI would highly recommend Steve to anyone as the skills developed can be transferred to any aspect of your life.

Kylie Garthwaite

22:43 29 Sep 21

Working with Steve over the past two years has been a journey of self awareness and personal development. As a newly appointed Manager in our our organization, I'd had limited experience with managing others and Steve's coaching has helped me navigate the challenges that come with that - such as having difficult conversations with staff who were once your peers. The coaching program was well paced, thorough and worked on identifying existing strength of character but also identified areas of opportunity for self development. Whilst there were some self awareness observations Steve made throughout the sessions, his feedback was always supportive but candid. I thoroughly enjoyed working with Steve, the lessons I have learnt will serve me well in my career now and in the future.

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Leadership @Customer Experience Management Conference

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