PodParley PodParley
PodParley PodParley
Log in

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?

Episode 92 of the Experts of Experience podcast, hosted by Phil Parbury, TOMRA, mission.org, Lacey Peace, titled "The Trick to Aligning Tech, People & Process for Operational Success" was published on August 27, 2025 and runs 49 minutes.

August 27, 2025 ·49m · Experts of Experience

0:00 / 0:00

Summary

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 Experience01:25 - What Are Reverse Vending Machines?05:23 - Phil’s Engineering Background & Career Path07:38 - Scaling Pains: Early Operational Challenges at TOMRA15:17 - Streamlining Tech: From 26 Tools to One Unified System21:39 - How AI Optimizes Field Technician Dispatching23:56 - Real-Time Monitoring & Keeping Machines Online25:20 - Performance Metrics: 26% Faster Response, 99% First-Time Fix28:11 - What’s Next: Planning for Predictive Maintenance32:01 - Personalization, AI Agents & Changing Customer Expectations35:45 - Training Humans to Work with AI: Empowering Support Teams43:02 - Reddit Question: What Tools Actually Improve CX? –Are your teams facing growing demands? Join CX leaders transforming their AI strategy with Agentforce. Start achieving your ambitious goals. Visit salesforce.com/agentforce Mission.org is a media studio producing content alongside world-class clients. Learn more at mission.org Hosted by Simplecast, an AdsWizz company. See pcm.adswizz.com for information about our collection and use of personal data for advertising.

Episode Description

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?

–

Are your teams facing growing demands? Join CX leaders transforming their AI strategy with Agentforce. Start achieving your ambitious goals. Visit salesforce.com/agentforce


 

Mission.org is a media studio producing content alongside world-class clients. 
Learn more at mission.org


Hosted by Simplecast, an AdsWizz company. See pcm.adswizz.com for information about our collection and use of personal data for advertising.

Share this episode

Similar Episodes

Autism Stories: Talia Zimmerman

Apr 20, 2026 ·12m

Autism Stories: Mandy Pinckley

Apr 13, 2026 ·15m

Autism Stories: Glamorous Glitzy

Apr 6, 2026 ·14m

Autism Stories: Sam Hiatt

Mar 30, 2026 ·29m

Autism Stories: Charlie Volotta

Mar 23, 2026 ·11m

Autism Stories: Michael from CtrlAble

Mar 16, 2026 ·47m

Similar Podcasts

30 Days of Marketing Mavens Howard Wolpoff Dive into the world of marketing with '30 Days of Marketing Mavens' – a month-long journey featuring 30 Days, 30 Marketing Experts, and 30 Diverse Niches. Join us as our international panel of experts shares incredible marketing strategies, invaluable tips, and inspiring stories. Your guide on this adventure is Howard Wolpoff, Chief Marketing Strategist of Profit Master Business Solutions (www.profitmasterbusinesssolutions.com). With over 25 years of experience, Howard has empowered countless businesses, crafting profitable solutions to boost sales, attract and retain customers, and establish robust corporate brands. Get ready for a dynamic exploration of the marketing landscape!" 🚀🎙️ #MarketingMavens #MarketingExperts #InnovativeStrategies #BusinessGrowth How To Keep Your Money Caroline's Club Welcome to 'Caroline's Club'. You will hear first-hand discussions from a wide network of experts and respected specialists on how to protect and preserve the wealth of the world's rich and famous. Interviews are led by Caroline Garnham, CEO of GFOS, a lawyer and tax specialist with decades of experience in guiding UHNW families to the solution which best suits them and their family.Subscribe to our Podcast and learn from expert Professionals. Love Bites Heritage Radio Network Why and how do we love? Jacqueline Raposo and Ben Rosenblatt speak with authors, hospitality folks, psychologists, artists, and niche-based experts of all kinds in a humor-filled and heart-tugging examination of love in all its glorious, bewildering complexity. Every week, they get to the core of intimate moments that challenge what we think we know of love - experiences of loss, the growth that comes from new beginnings, the compromises and triumphs of long-term commitment, the loneliness of singledom - in hopes that the varying experiences of fascinating human beings can help them and others love more bravely and generously, every day. Tune in Mondays at 4pm ET on Heritage Radio Network. www.LoveBitesRadio.com and on Twitter, Facebook, and Instagram as @lovebitesradio. Preparing 4 Baby Alexandra Steric Hi, we're Sasha and Alex, 2 moms and therapists, each with over 10 years of experience helping individuals, couples, and families feel happier and more like themselves again after baby. After we both had unexpected challenges with postpartum depression and anxiety, difficulty adjusting to coupleship after baby, and massive identity shifts neither of us were prepared for, we poured our heart and soul into learning as much as we could from some of the top experts and founders of this field and developed a course to help other parents feel better prepared, or feel more like themselves again after baby. We're here to help you thrive in the fourth trimester and will be discussing different topics to help you do so! Thanks for listening.
URL copied to clipboard!