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

<p>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.</p><p>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.</p><p>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. 🇦🇺</p><p>👉 Tune in to hear how Phil’s team is future-proofing CX from the inside out.</p><p>Key Moments:</p><p>00:00 - The Power of Predictive AI in Customer Experience</p><p>01:25 - What Are Reverse Vending Machines?</p><p>05:23 - Phil’s Engineering Background & Career Path</p><p>07:38 - Scaling Pains: Early Operational Challenges at TOMRA</p><p>15:17 - Streamlining Tech: From 26 Tools to One Unified System</p><p>21:39 - How AI Optimizes Field Technician Dispatching</p><p>23:56 - Real-Time Monitoring & Keeping Machines Online</p><p>25:20 - Performance Metrics: 26% Faster Response, 99% First-Time Fix</p><p>28:11 - What’s Next: Planning for Predictive Maintenance</p><p>32:01 - Personalization, AI Agents & Changing Customer Expectations</p><p>35:45 - Training Humans to Work with AI: Empowering Support Teams</p><p>43:02 - Reddit Question: What Tools Actually Improve CX?</p>

<p><p><i>–</i></p><p><i>Are your teams facing growing demands? Join CX leaders transforming their AI strategy with Agentforce. Start achieving your ambitious goals. Visit </i><a href="https://dashboard.simplecast.com/accounts/23777964-3f92-42ce-adbc-3e62e0d5b3f0/shows/ea2ed746-6f45-4765-81eb-6c1511bdfd04/episodes/1a180152-9e0f-4138-8979-2639d652cfd8/salesforce.com/agentforce"><i>salesforce.com/agentforce</i></a></p><p><br>&nbsp;</p><p><i>Mission.org is a media studio producing content alongside world-class clients.&nbsp;</i><br><i>Learn more at </i><a href="https://mission.org/"><i>mission.org</i></a></p></p><br/> <p>Hosted by Simplecast, an AdsWizz company. See <a href="https://pcm.adswizz.com">pcm.adswizz.com</a> for information about our collection and use of personal data for advertising.</p>