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Luke Jamieson
Say G'day to Luke at www.LukeJamieson.live
Melbourne, Australia
Luke is one of the top 25 global influencers and thought leaders on customer experience and employee engagement. His rebellious, unconventional approaches have been attributed to him earning such titles. But it’s his combination of vision, high energy, audacious creativity and mischievous execution that makes him an inspiring and refreshing keynote speaker, podcaster and blogger.
Featured in numerous publications including The Wall Street Journal and The Australian. He studied design thinking at D.school, Stanford University and is a certified LEGO® Serious Play® facilitator.
Available For: Advising, Authoring, Influencing, Speaking Travels From: Victoria, Australia Speaking Topics: Employee Engagement, Future of Work, Gamification, Innovation, Lego Serious Play
Speaking Fee
$5,000 (In-Person)
Luke Jamieson
Points
Academic
5
Author
196
Influencer
174
Speaker
117
Entrepreneur
170
Total
662
Points based upon Thinkers360 patent-pending algorithm.
“The Importance of Employee Experience to the Future of Work: Delivering What Matters Instead of What Is Measured”
Unisys and ISG
March 17, 2023
The modern digital workplace produces a wealth of data about how employees interact with their tools and technology. This custom research report by ISG, “The Importance of Employee Experience to the Future of Work: Delivering What Matters Instead of What Is Measured” explores strategies to extract the full value from your tech and deliver a great employee experience.
Tags: Customer Experience, Emerging Technology, Future of Work
4 Advisory Board Memberships
Advisory Board Member The CX Lead
The CX Lead
January 18, 2024
The CX Lead is a professional community and online publication providing resources and expertise for CX leaders in technology.
As a member of the CX Lead Advisory Board, I collaborate with other CX thought leaders to shape the conversation around emerging trends and help CX professionals excel in their careers. I do this by providing mentorship, creating educational content, and sharing my knowledge and insights with the community.
Tags: Culture, Customer Experience, Future of Work
Advisory Board Member
BibVault
July 27, 2022
BibVault empowers the world to lead an active lifestyle and rewards common people for their active lifestyle activities by connecting them with local businesses, event organisers and Industry experts.
Australian Customer Experience Professionals Association (ACXPA) represents contact centres, customer service, digital experience and customer experience across all industry sectors
Tags: Customer Experience, Future of Work, Leadership
NewAccess for Small Business - Beyond Blue
Beyond Blue
June 07, 2021
NewAccess for Small Business seeks support to support the mental health and wellbeing of small business owners and to prevent the deterioration of symptoms to the point that higher intensity support may be required. While Beyond Blue has extensive experience delivering NewAccess, this represents the first national telehealth service and the first support service tailored to the mental health of small business owners.
As a result, Beyond Blue has committed to working closely with the small business community in the
establishment and implementation of this service.
Tags: Customer Experience, Future of Work, Mental Health
39 Article/Blogs
The Future of Work Can't be a Return to the Past.
ReWorked
August 30, 2024
A tug-of-war is taking place between employers and employees. As we move further from the upheaval of the pandemic a new battle has emerged: The fight to keep flexible work
Tags: Culture, Customer Experience, Future of Work
Is Gamified CX the Future of Customer Engagement?
CMSWire
August 22, 2024
The Gist
Gamification drives customer loyalty. Gamified experiences create deeper engagement, turning customers into loyal brand advocates.
AI-enhanced gamification. AI-powered gamification adapts to customer behaviours in real-time, delivering personalised and impactful experiences.
Gamification boosts event engagement. Incorporating game mechanics in events doubles attendee engagement and strengthens connections with your brand.
Tags: Culture, Customer Experience, Future of Work
The Renaissance of Real
CSIA
February 20, 2024
AI is here to stay so we must find ways to use artificial intelligence to unlock wonder, connection, and passion, rather than replacing traditional forms of human expression and connection. As we integrate AI into our daily lives, we must decide if it is enhancing, or diminishing the beauty and depth of our human experiences.
Have You Met Your Digital Twin? They Could Be Your Secret Weapon for Better CXs!
LinkedIn
February 08, 2024
Michael is so smart and immensely passionate about #CX and I feel very lucky that he wanted to write this with me. Most credit should go to Michael as it was inspired by him. This all came about because we were chatting after a recent podcast we did, and a fun fact came out that Michael is a quadruple! We got talking about twins and the like, and this topic of the digital twin
made its way to the surface. We had a great chat, so decided to let you in on
our conversation.
I’m Free to Do What I Want, Any Old Time… Sort of
Luke Jamieson
July 22, 2023
I grew up in the 80s and 90s when parachute pants were cool, the most desired car in the world was not a Ferrari but a car named Kit, one of the best cartoons was already rocking pronouns, (He-Man) and the Masters of the Universe and my school had no fence around the oval.
Tags: Culture, Customer Experience, Future of Work
THE REASON YOUR RECOGNITION PROGRAM FIZZLED OUT
ICMI
May 02, 2023
The challenge? Most organizations are missing the mark. A recent report from employee engagement data giant Gallup states that only 36% of employees believe their organization has some sort of recognition system in place.
We can do better. But what does success look like?
Tags: Culture, Customer Experience, Future of Work
Untangling Customer Journey Maps with A.I.
Luke Jamieson
May 01, 2023
To me, they felt like they were something consultants used to manifest their worth. Don’t get me wrong I think that there is absolutely a place for CX consultancy. The best CX consultants have an innate ability to sniff out moments of friction in a customer journey like a bloodhound to a bone, but that’s not always easy to build a business case around. So instead, customer journey maps become a line item and a point of focus
How Resilience Helps Build Employee Engagement
Luke Jamieson
March 28, 2023
I believe the level of an employee's resilience can have a significant impact on their level of engagement. Resilience is essentially an individual's ability to recover quickly from setbacks, adapt to change, and overcome adversity. When employees are resilient, they are better equipped to handle the stresses and challenges of the workplace, which I believe can positively affect their engagement.
Tags: Culture, Customer Experience, Future of Work
How do you measure employee engagement… and should you?
Luke Jamieson
March 23, 2023
Here in lies the conundrum, because as I and many others have proclaimed there is such a direct correlation between great EX creating great CX it becomes super tempting to work out how to measure employee engagement and then motivate and reward leaders to manage it instead of teaching them how to foster it for the greater good.
Tags: Culture, Customer Experience, Future of Work
Luke’s Future of Work Predictions for 2023
Luke Jamieson
March 21, 2023
The new year brings with it new resolutions, new prospects and a sense of new beginnings. January is typically the month that the market sees a lot of movement. Often this mobility is driven by many companies distributing bonuses and such in December. However, the economic downturn in late 2022 first impacted many Venture Capital (VC) funded start-ups which saw a flood of talent enter the job market and the rest of the market might be catching up.
Tags: Culture, Customer Experience, Future of Work
Only Tesla Drivers Get in Crashes
LinkedIn
February 14, 2023
If you’ve been watching the news of late you could be forgiven for thinking that only Tesla drivers have car accidents. For the most part, only really bad car crashes make the news but not for Tesla. You have a bingle and boom you’re in the news. Why is this? Is it because all Tesla drivers are terrible at driving? Is it the car itself and is it prone to accidents? Of course not. It’s because Tesla is one of the biggest and most recognised brands in the world particularly when it comes to automotive and innovation (and maybe a CEO that seems to draw a headline or two).
Operations Leaders - How’s the Monkey on Your Back?
Centrical
November 03, 2022
Operations managers know that feeling all too well of having a monkey (or 10!) on their backs.
The stories are all the same—customer queues are getting longer, and service agents keep running into challenges. Many of them just feel like they’re better off taking over and saying the magic words, ‘leave it with me.’
And as operational managers take over service calls and front-line customer support, other important parts of their roles are left to the wayside.
This leads to manager burnout, which increased significantly over the course of the pandemic.
As we all know, burnout is not good. So, how can we fix this? How can managers shake the monkeys off their backs, lose the dead weight of menial tasks, and get back to what’s important?
The Great Resignation: Hype, Fact, or Awakening?
Luke Jamieson
November 01, 2022
The Great Resignation—it sounds pretty serious, doesn’t it? It’s likely that many of you reading this have heard this term thrown around in the past few months. The Great Resignation is used to discuss the (apparent) influx in resignations as employees are called back to work in the After-COVID (AC) era. This phenomenon has been covered extensively by the media, such as in this article in the Harvard Business Review.
The Evolved Employee Experience Strategy That Impacts Customers in a Positive Way
Centrical
September 28, 2022
Think about the last time you had a great customer service experience. The person who helped you went above and beyond to make sure you were happy. They probably smiled, were friendly, and seemed genuinely interested in helping you. Now think about the last time you had a terrible customer service experience. The person who helped you was probably rude, unhelpful, and made you feel like your problem wasn’t important.
Now, take that a step further: how do you think that employee felt about their job? | READ ON:
Tags: Culture, Customer Experience, Future of Work
Using Gamification to Maximise Employee Engagement
ACXPA
September 19, 2022
Gamification is an exciting opportunity to build innovation in our workplaces.
Play as a learning tool works for a number of reasons:
Play suspends us from reality by creating a fun and unique environment.
Play allows our minds to be open to being creative and trying things differently.
Play engages more of our senses and bodies, not just our minds.
Play taps into intrinsic motivators, which are more effective than extrinsic motivators.
Tags: Culture, Customer Experience, Future of Work
What's the story with Gamification
Centrical
August 19, 2022
For gamification to be great, it needs to be sustainable, effective, and engaging. Nothing ticks all those criteria better than a good old-fashioned story
Tags: Culture, Customer Experience, Future of Work
The Dichotomy of Contact Centers
Centrical
August 17, 2022
Customer experience (CX) focused companies are three times more profitable than those that don’t focus on CX. And yet, contact centers are still considered entry-level roles and can be the lowest paid in a company!
Tags: Culture, Customer Experience, Future of Work
Turn Cancel Culture into a Coaching Culture
Centrical
July 13, 2022
Coaching should be central to business operations - it supports talent acquisition and retention, boosts employee engagement, and even improves customer service.
Why Are We Still Overworking?
Centrical
July 11, 2022
There is significant data and increasing awareness about employee engagement and job satisfaction—we know that overworking and burnout are not good. Despite this, employees are reporting some of the highest levels of burnout on record.
Tags: Culture, Customer Experience, Future of Work
A new blueprint for the radical leap ahead
Centrical
June 22, 2022
Taking the Leap to SUCCESS in 2022
Every big leap takes the right timing, careful planning, intention, a clear goal, and focus. And there are many influences at play that ensure a “successful landing.” Yet there is an immediate imperative to execute this leap as the world of work rapidly evolves. So, drawing from the amazing speakers at Centrical’s Success 2022, I thought I would share the insights I gleaned from the people who have already taken “the leap” and witnessed first-hand the impact it’s having on addressing the issues of retention, motivation, and growth.
Tags: Culture, Customer Experience, Future of Work
Rare Breeds: Why We Should Embrace Difference to Boost Employee Engagement
Centrical
June 21, 2022
Rare breeds are the future of organizations. In an ever-changing world, we need people who are going to challenge the status quo and shake things up a little.
Tags: Culture, Customer Experience, Future of Work
Learning Gets a Facelift with Edutainment
Centrical
May 25, 2022
Millions of pieces of content are put out on the internet every day, but how much of it has a real influence? And what’s the secret ingredient to making impactful content?
Tags: Culture, Customer Experience, Future of Work
The Future is Hybrid
LinkedIn
April 26, 2022
This week’s EX Rated article has two very special guest contributors! I recently had two great conversations with Elliot Debinski and Tim Buzza around working from home (WFH) and returning to the office.
2023 Review & 2024 Preview
LinkedIn
January 24, 2024
It’s that time of year again when we start to see lots of thought leaders share their 2024 predictions however, the question I have is how right were they on the previous year’s predictions? This had me reflecting on how accurate was I, in 2023. So, before I give you my 2024 predictions let’s take a look at how I went with my 2023 fortune-telling.
Love by Numbers ~ A tale of quantifying relationships
LinkedIn
September 19, 2023
I’ve been thinking about relationships a lot of late. Family, friends, and work. When my wife went away on a trip recently, I was reminded of how much she does for the family. I’m not just talking about the obvious household upkeep and logistics; I’m talking about everything. Emotional balance and support, mental load, and even the energy she brings. I’ve had similar evaluative thoughts about friends too.
Tags: Culture, Customer Experience, Future of Work
1 Board Membership
Board Member
Essence Theatre productions
August 01, 2022
Essence Theatre Productions Limited is a not-for profit independent theatre company based in Wyndham.
They seek out original Australian stories from diverse backgrounds and bring them to life through live performance.
Targeting the outer West of Melbourne, they work with all age groups aiming to give communities and individuals opportunities for training and experience in performing arts to help them become the next generation of theatre makers.
Tags: Business Strategy, Customer Experience, Leadership
1 eBook
Build a Better Customer Experience
Panviva
February 01, 2020
Build a Better Customer Experience-Tips from 10 CX Industry Experts ebook to gain insight from
leading influencers and innovators in the customer experience (CX) field. Each contributing author has shared
his or her tried and true secrets for building that rare combination of happy agents and loyal customers that
we all want our organizations to champion.
Tags: Culture, Customer Experience, Future of Work
1 Founder
Playfulli
Playfulli
September 01, 2020
Founder of Playfulli - A leading gamification, customer experience and employee engagement advisory. Specialising in using play to define purpose and help organisations with strategy, innovation and performance as well as understanding what motivates and engages employees.
Tags: Customer Experience, Design Thinking, Future of Work
1 Industry Award
Top 150 Global Customer Experience Thought Leaders and Influencers of 2020
Survey Sensum
July 15, 2020
Here is a list of top 150 Global Customer Experience Thought Leaders and Influencers who have taken Customer Experience to the whole new level. They have not only brought new perspectives on the table but have redefined the customer experience exceptionally!
Tags: Culture, Customer Experience, Future of Work
1 Industry Certification
KCS V6 Practices Certified
Issued byConsortium for Service Innovation
July 26, 2023
The holder of this credential understands Knowledge-Centered Service (KCS) principles, core concepts, and supporting KCS practices and techniques. The holder knows best practices for deploying and sustaining KCS in their company. The holder knows how to measure KCS activities and outcomes and tie them to the organization's Key Performance Indicators (KPIs).
Certified Fellow of the Customer Service Institute
Customer Service Institute of Australia
July 11, 2023
In recognition of this certification being awarded, the recipient has demonstrated a commitment to the Customer Service Institute of Australia's Standard of Professional Practice, Code of Ethics and Constitution
Having attained the required Standard the aforementioned is entitled to all rights and privileges offered by the Institute.
Tags: Culture, Customer Experience, Future of Work
CSIA Judge 2021
CSIA
August 10, 2021
The Australian Services Excellence Awards (ASEAs) are Australia’s premier customer service awards program, attracting hundreds of nominations each year and culminating with attendees coming together each year at the ASEAs Gala Dinner to recognise best practice, performance and innovation in customer service, highlighting their importance in today’s business climate.
ICMI'S TOP 25 THOUGHT LEADERS FOR 2024
ICMI
January 22, 2024
Each year, ICMI ask the contact center and customer experience community to nominate their choices for ICMI’s Top 25 Thought Leaders list. From more than 150 nominations, we’re pleased to present the 2024 list. If you aren’t already following the leaders on this year’s list, click on their profiles below to give them a look, and be sure to congratulate them for their service to the CX and contact center industries.
The top 50 customer experience influencers to follow in 2023
CX Network
March 07, 2023
CX Network is delighted to present its guide to the top customer experience influencers we believe you should follow in 2023.
Spanning five of the world's six continents (only Antarctica is missing so far – watch this space!), our list includes CEOs, media personalities, CXOs and thought leaders, all of whom are making a significant impact in the world of customer experience by bringing innovation to their field and inspiring the next generation of CX leaders.
Top 50 Brand Ambassadors in 2023
Engati
December 23, 2022
3 years of…
Conversations
Sharing stories & insights
Continuous support
Engagement on social media
Being an inspiration throughout
What have they not done… for community and for us.
What have they not done… for a better purpose.
They've given their heart & soul - to everything.
They've shown why they're the leading influencers in today's world.
They've shown why they're the ones to be chased by the brands.
They've shown why they're the ONE.
Ladies & Gentlemen, presenting to you… the top 50 brand ambassadors you need to work with in 2023.
Top 50 HR Leaders that are shaping the Future of Work
LeadersHum
December 16, 2022
Organizations around the world are shifting towards new technologies, and business strategies, along with the changing expectations of the workforce. Therefore, HR leaders now have the opportunity to play a crucial part in shaping the future of work
Top 25 Thought Leader Customer Experience
Thinkers 360
January 31, 2022
The holder of this credential participated actively in building their profile, portfolio and media kit on Thinkers360 and successfully placed within the Top 25 thought leaders and influencers in this category based on their personally-authored content, awards and recognition. Thinkers360 takes a holistic view of thought leaders and experts, beyond their social media activity, and looks across all their personas – such as academic, advisor, analyst, author, consultant, entrepreneur, executive, influencer and speaker – and all the types of thought leadership content they produce.
Top 25 Thought Leader - Future of Work
Thinkers 360
January 31, 2022
The holder of this credential participated actively in building their profile, portfolio and media kit on Thinkers360 and successfully placed within the Top 25 thought leaders and influencers in this category based on their personally-authored content, awards and recognition. Thinkers360 takes a holistic view of thought leaders and experts, beyond their social media activity, and looks across all their personas – such as academic, advisor, analyst, author, consultant, entrepreneur, executive, influencer and speaker – and all the types of thought leadership content they produce.
Top 200 Thought leaders to follow in 2021
Engati CX
December 21, 2020
Whether you’re looking for inspiration, or you’re interested in getting fantastic insights on the latest Customer Experience and Artificial Intelligence trends. Meet the 200 luminaries who have taken these worlds by storm and have created a community like no other.
Top 150 Global Customer Experience Thought Leaders and Influencers of 2020
Survey Sensum
July 17, 2020
Here is a list of 150 Global Customer Experience Thought Leaders and Influencers who have taken Customer Experience to the whole new level. They have not only brought new perspectives on the table but have redefined the customer experience exceptionally!
The below-given list is a general list and is irrespective of any ranking or order. All the Thought Leaders present in this list have significantly impacted the Customer Experience Domain in their own way.
Tags: Customer Experience, Innovation, Leadership, Future of Work
Global Top 25 CX Influencer - Panviva
Pavnviva
May 25, 2020
Top 25 Customer Experience Influencers to Follow. As a leading company in the customer experience space, Panviva is committed to surrounding ourselves with other experts in the field. For the second year, we have identified a list of the top CX thought leaders in the industry. As you read this list, you will extract insights, tips, and strategies to use as your customer service compass on your journey to becoming customer centric.
Panviva received many submissions of qualified and fantastic candidates and it was not easy to narrow down this list. This year, we’ve included more female and global influencers to better reflect our mission to provide stellar CX to industries worldwide.
The Augmented Agent
Forefront Events
February 14, 2024
As AI continues to evolve, Luke Jamieson – Globally recognised thought leader, highlights the limitations of relying solely on automated systems for customer interactions, particularly in light of the increasing prevalence of deep fakes. Luke explores purely AI-driven customer service experiences and the future of customer service lying in a hybrid model where AI augments human agents, enabling them to deliver a "white glove" experience.
Tags: Customer Experience, Future of Work, Generative AI
What KPI really should stand for
CSIA
May 19, 2023
The 2023 CX Showcase provided an opportunity for organisations recognised in the Australian Service Excellence Awards program to share their stories about creating exceptional customer experiences.
Tags: Culture, Customer Experience, Future of Work
Verint Engage - APAC - The intersection of Engagement and Performance
Verint
September 01, 2022
Join our partner Centrical as they explore the connection between employee engagement and performance. This is not a linear journey, it is a complex network of virtuous cycles that interweave. We invite you to “tap on” this engaging commute through the burrows of EX, CX and business success whilst being mindful of the onboarding gap. Hear how local and global brands have leveraged gamification and micro-learning to solve for a seamless journey.
Tags: Culture, Customer Experience, Future of Work
Own Your Future: Unlock People Potential at Scale
Centrical
June 07, 2022
Rebuild the Future of Work
Join us on June 7th for SUCCESS 2022, a free, must attend virtual event for professionals and leaders in CX, Sales Operations and Performance, Contact and Service Center, Learning and Development, and HR.
Discover how leaders of tomorrow will take a bold leap today to drive the highest level of performance by engaging and inspiring every single employee to reach their greatest potential.
You will gain real best practices from Centrical customers and experts on topics like the employee experience (EX) and customer experience (CX) relationship, reducing attrition, and augmented coaching. You can also expect an inspiring keynote, product vision, demos, and thought leadership.
Tags: Culture, Customer Experience, Future of Work
The Intersection of Engagement and Productivity
Forefront Events
February 14, 2022
We often this of the connection between employee engagement and productivity as a lineal connection, however it's actually part of a complex network of virtuous cycles.
Tags: Culture, Customer Experience, Future of Work
NEWCASTLE & CENTRALCOAST CX NETWORK
CX NETWORK
August 25, 2020
NEWCASTLE & CENTRALCOAST
CX NETWORK
Join us via Zoom for an inspiring presentation + Q&A with one of Australia's
most influential CX & EX Thought Leaders, Luke Jamieson of PLAYFULLi
Tags: Customer Experience, Customer Loyalty, Future of Work
Tech vs Touch: Finding the right balance between automation and human interaction
CX Focus Magazine
April 19, 2024
Automation and AI are revolutionising the way we work! Repetitive tasks are tackled with incredible speed and accuracy, freeing up human potential for more strategic thinking and complex problem-solving.
However, let's not forget the human touch! Overreliance on
automation can lead to impersonal experiences. The key is finding the right
balance.
CXFocus Editor Mark Atterby interviews Francoise Gelbard and Luke Jamieson to get the balance between machine automation and human interaction.
Tags: Culture, Customer Experience, Future of Work
An Interview With CX Pro Luke Jamieson
The CX Lead
January 29, 2024
Luke Jamieson has a truly inspirational career story. He went from working in a call center in Australia to now leading some of the largest call centers in the Asia Pacific region. He's helped design call centers from the ground up and received worldwide awards and recognition. The key to his success? His focus on the connection between employee and customer experience.
The CSIA asked the 2023 judging panel for their insights into the Australian Service Excellence Awards judging process and what makes an award-winning presentation stand above the rest.
Seeking a performance boost in your contact centre beyond training? Discover the power of Gamification.
As professionals, you understand the importance of an engaged team. Gamification infuses routine tasks with an element of competition, rewards, and interaction - vital for keeping your contact centre engaged.
Luke Jamieson, an expert on gamification, shares his insights on the CX Matters Podcast thanks to our key partner Australian Customer Experience Professionals Association (ACXPA).
Here's a taste of what you'll learn:
The Concept of Gamification
History of Gamification in Contact Centres ️
The Rationale for Using Gamification in Contact Centres
Benefits of Gamification
The Return on Investment for Gamification ️
How to Avoid Common Pitfalls ️
Tips for a Successful Gamification Implementation
Tags: Customer Experience, Culture, Future of Work
Implementing Gamification into a contact centre
ACXPA
May 23, 2023
In this episode of the CX Matters Podcast, host Justin Tippett interviews Gamification expert Luke Jamieson who reveals some great insights and tips if you are considering implementing Gamification into your contact centre.
Tags: Customer Experience, Culture, Future of Work
Creating Frontline Success
CSIA
November 09, 2022
Luke Jamieson talks to the CSIA about how real-time performance management, gamification, micro-learning and coaching can be a game-changer for creating a great employee experience to support a positive customer experience.
Tags: Culture, Customer Experience, Future of Work
What Is Gamification, and How Can It Create True Engagement?; with Luke Jamieson
6 Star Business
May 03, 2022
Today’s episode brought us the wisdom and insightful genius of Luke Jamieson, on a topic that impacts us all and is even more relevant in our current ‘Great Resignation’ climate. He is a warm, caring human with a long history connecting him to raising engagement and enjoyment for employees. I’m really grateful for his insights today, as we find ourselves moving through more change and evolution in a post-pandemic world.
He gives us a view of employee engagement as it’s evolved from it’s inception as a ‘core driver’ and focus for organisations, through to today.
Tags: Customer Experience, Culture, Future of Work
Luke Jamieson | Unlocking the power of intrinsic motivation
The Agile Contact Centre
April 13, 2022
We Interview the one and only Luke Jamieson on his leadership journey and the employee experience era.
Luke's passion is clear... an engaged employee is one who's motivation for working aligns to the purpose of the organisation and has the autonomy to express themselves through the work they do.
He also talks about this amazing innovation ... the intersection of technology and social science for good (for once!) to boost the employee experience.
We chat about purpose, meaning, Harry Styles and cattle droving, its wild ride!
Tags: Customer Experience, Future of Work, Leadership
Play is a Serious Business, Work is Serious Play
Apple Podcasts
August 11, 2021
In this episode, Luke tells us about his experience using gamification and play to increase employee enjoyment and deliver far greater impact and success.
Luke Jamieson is the founder and CEO of PLAYFULLi. Named in the Top Global CX and EX thought leaders by Survey Sensum, Panviva, Thinkers360, Rise Global and Engati CX and has been featured in many publications including the Wall Street Journal for his thoughts on employee engagement, motivation and purpose. He’s a certified LEGO Serious Play facilitator and has studied design thinking at D.school at Stanford. He is an expert in helping organisations use play to define purpose, increase employee experience, support diversity, foster positive cultures, and deliver on sustainable progress. His approaches have attracted many coveted awards and his enthusiasm for CX and EX has helped shape some of Australia’s largest organisations customer and employee experience programs.
Employee engagement and performance management vendor Centrical is expanding into the APAC region with the opening of its Australian headquarters in Melbourne's CBD
ITWIRE
May 27, 2021
The Australian office is to be headed by Centrical regional director Luke Jamieson, who has been named one of the globe's top CX influencers and thought leaders by Panviva, Engati CX, Thinkers 360 and Survey Sensum.
Tags: Customer Experience, Future of Work, Innovation
US/Israeli HR tech company sets up APAC HQ in Melbourne
Technology Decisions
May 27, 2021
Centrical, a US/Israeli AI-powered employment management platform that combines advanced gamification with personalised micro-learning and real-time employee performance management tools, will open its first APAC office in Melbourne, with plans to hire up to 30 employees.
Tags: Customer Experience, Future of Work, Innovation
The Power of One-to-One Engagement
Pega
December 07, 2020
Here is the final chat in the Pega Systems series with Matthew Nolan, Senior Director of Product Marketing - Decision Sciences, as we explore the power of one-to-one engagement
#cx #ai #aiethics #engagement
Tags: AI, Customer Experience, Predictive Analytics, Future of Work
What is Hyper-Personalisation?
Pega
December 04, 2020
Contrary to what many organisations may believe, hyper-personalisation isn't just addressing a customer by name when contacting them—it’s about understanding who they are and what they need. Senior Director of Product Marketing, Decision Sciences at Pega, Matt Nolan, explains what hyper-personalisation is and why it’s so important as he speaks PLAYFULLi’s CEO, Luke Jamieson.
Activating real-time, one-to-one relationships (Part 1)
Pega
December 01, 2020
It's imperative brands develop real-time, one-to-one relationships with customers, but how do organisations make this a reality? For Matt Nolan, Senior Director of Product Marketing, Decision Sciences at Pega, it's a real passion-point. Check out his our recent chat: https://lnkd.in/dcFQMVu
Tags: Customer Experience, Design Thinking, Future of Work
How Microsoft increased agent productivity in its contact centers by 10% using advanced gamification.
Centrical
August 25, 2020
Luke interviews Dee Nilles - Business Program Director at Centrical on how Microsoft increased agent productivity in its contact centers by 10% using advanced gamification.
Tags: Customer Experience, Design Thinking, Future of Work
New era, new opportunities for Aussie call centres, post-COVID-19
Citrus Group
May 25, 2020
Amid the disruption, job losses, new ways of working in isolation, and other challenges, there is a beacon of hope post-COVID-19
It has opened up a host of opportunities for the local contact centre industry. Business has had to recognise the importance of Australian, onshore, call centres to deliver customer service in isolation. For Australians who have lost jobs or are seeking new roles, there are openings for people of all ages and all skill levels
Tags: Customer Experience, Design Thinking, Future of Work
Drive improvements in customer and employee engagement
The Evolved Group
March 12, 2019
Learn how a leading not-for-profit super fund is using our technology to drive improvements in customer and employee engagement
Luke Jamieson, chats to Paul Burley, Growth Director at The Evolved Group, about the journey the organisation has been on to improve customer and employee experience using HumanListening - the most complete insights and knowledge management platform available.
HumanListening delivers real-time human insights to empower your business.
Let us show you how we can improve your business outcomes – book a demo at www.humanlistening.com
Tags: Customer Experience, Emerging Technology, Future of Work
Luke Jamieson on how gamification changed the game at First State Super
Matchboard
September 22, 2018
Luke Jamieson has never been afraid to challenge the status quo. His career habit of innovation has made a real impact on customer and employee engagement, resulting in multiple global awards. In this exclusive interview, we chat to Luke about his positively disruptive initiatives at First State Super. You’ve abandoned traditional contact centre metrics at….
How Gamification (games psychology and mechanics) can benefit business and personal ambitions
ORMA - The Global Consumer Commerce Centre
October 21, 2021
Gamification has attracted a lot of attention over recent years as a way of engaging attention and influencing behaviours.
For many people, gamification has been associated with points, badges and leader-boards as tools to engage and motivate users.
The truth is that gamification offers far more and, when used appropriately, can transform business and personal activities.
How Gamification (games psychology and mechanics) can benefit our business and personal ambitions
IORMA
October 15, 2021
Gamification has attracted a lot of attention over recent years as a way of engaging attention and influencing behaviours. For many people, gamification has been associated with points, badges and leader-boards as tools to engage and motivate users. The truth is that gamification offers far more and, when used appropriately, can transform business and personal activities.
Gamification combined with technologies such as smartphones is being used in a variety of ways to improve our lives – most noticeably in healthcare, education and training. Today, gamified mobile applications help us to adhere to exercise regimes, decrease our weight, manage a chronic illness, learn faster, motivate employees and customers and/or maintain/develop our cognitive abilities …..
Our expert panel of speakers will share their experiences of the use of serious games and gamification to engage users and achieve better outcomes.
Tags: Customer Experience, Future of Work, Innovation
Getting your WFH employees to love their work, your company, and your clients
Centrical
June 07, 2021
Months after their shift to working from home, lots of employees still feel isolated, disconnected from their co-workers, and company. Quite likely, they pass that feeling to the customers their deal with daily. They probably fell out of love with their jobs. You can have them feel that love again.
Tags: Customer Experience, Future of Work, Innovation
29 Podcasts
Next In Queue - If Droids Could Think There’d Be None of Us Here featuring Luke Jamieson
Next In Queue
May 04, 2024
2002’s Star Wars: Episode II Attack of the Clones introduced the Kaminoans, a civilization skilled at cloning. Like many skilled at developing specific technologies, the cloners of Kamino didn’t spend much time thinking about the impacts of their work. They were skilled at genetic engineering, and they found customers willing to pay for those skills.
Today, cloning people is still taboo but closing voices, faces, and video imagery of people is big business. Despite the glut of customers willing to pay for these new technologies, questions regarding the ethics and long-term impacts of them remain unanswered. While I didn’t head to the Outer Rim for this conversation, I did enlist the help of Luke Jamieson who lives 9,000 miles away from me. Luke is a Global Thought Leader on the topics of EX, CX, and the future of work.
We discuss:
The key factor impacting AI adoption
The Role of AI in Contact Centers
Evolving communication preferences
Potential Security Risks of Voice Biometrics
The Future of Customer Service
Tags: Customer Experience, Future of Work, Generative AI
Knowledge's impact on change management
Upland Software
January 18, 2024
Do you know those moments when you realise you are surrounded by genius?
This ep was one of them. Michael Mattson is so intelligent, I love how he thinks and explains things. His views on how knowledge impacts, steers and influences change are something special. Couple that with a super host like Pete Wright and you have a great podcast ep.
Tags: Culture, Customer Experience, Future of Work
How Knowledge Management Guides Employee Journey Mapping
Upland Software
January 08, 2024
Taking the time to focus on the overall employee experience is a lot of work. Most of the time, employers are in survival mode. Being responsible for the lifespan of employees at your organization is a big job. In this episode, we hear from Luke Jamieson and Nate Brown on how knowledge management may be the key to building out employee journey mapping.
Tags: Culture, Customer Experience, Future of Work
BPOs and Employee Engagement
Upland Software
August 24, 2023
Back behind the mic with TruStory FM and Upland Software on their Connected Knowledge podcast. Links to the entire ep. in the comments. The ep. explores BPOs, employee engagement and how knowledge management systems like Panviva are solving the expectation gap and reducing cognitive load.
Tags: Culture, Customer Experience, Future of Work
Boost - The Best Bits of Season 1
Centrical
October 05, 2022
If you missed any of season one of BOOST then this episode is for you. Lujke and Laurahave picked some (not all) of their favourite clips from guests like: Dennis Wakabayashi, Annette Franz, CCXP, Tim Buzza and Yemi Penn (Nee Solanke) and then wedged them into this best-of-episode along with some behind-the-scenes info about the show's production.
Would love to know what your favourite bits were - comment below (or on Youtube) for them to be included in our listener best bits episode.
Tags: Culture, Customer Experience, Future of Work
Next in Queue - Ep. 50
Happitu
September 02, 2022
Luke Jamieson got sick of the hours of being a pastry chef and ended up in the Contact Center world in Melbourne, Australia. He became an advocate employee engagement through gamification which led him to start his own consulting company. Today, as the Global Content Director at Centrical, he still advocates for great gamification in contact centers. He’s also a certified LEGO Serious Play facilitator who uses LEGO to help groups solve problems.
Tags: Customer Experience, Design Thinking, Future of Work
Life’s a Game – Play It: What Tim Has Learned about Work Limits While Traveling the World
Centrical
August 18, 2022
What does work look like without limits?
Few people know better than Tim Buzza, Chief Customer Officer at Attune Work Solutions. As he travels the world, he’s learned employees have three unique modes of work: Creative, collaborative and concentrated. And that great leaders empower and enable their employees to design each mode how they work best.
Learn how Tim inspires teams to create an employee experience that drives results
Tags: Culture, Customer Experience, Future of Work
Going to Gemba: How the Best Leaders Design Frontline Jobs
Centrical
August 09, 2022
Going to Gemba: How the Best Leaders Design Frontline Jobs**
"Gemba" is the practice of leaders learning from their frontline employees.
Sean McGinn founder and director of the Melbourne-based Agile Contact Centre suggests you adopt the Japanese practice with your teams, too. Interacting more with customers than any other employees, call center teams are uniquely poised to learn about gaps, fix them and adapt. And it starts with leaders giving them the psychological safety and autonomy to do their job effectively.
Sean joins Laura and I on BOOST to share how to create a healthy and successful frontline employee experience.
Tags: Culture, Customer Experience, Future of Work
Building a Culture of Appreciation with Glen Cathey
Centrical
July 21, 2022
Recording a sales call might feel like Big Brother to some employees, but leveraging recording technology can lead to major boosts in performance. How do you balance trust in your employees with the desire to help them improve?
Glen Cathey SVP, Head of Digital Strategy & Innovation at Randstad, joins the show to share how he navigates situations like this.
Listen in to hear his insights on navigating innovation, work relationships, and leadership. Oh, and what the business world can learn from your favourite sports team.
Tags: Culture, Customer Experience, Future of Work
Creating Frameworks for Sustainable Performance with Lisa Dolan
Centrical
July 11, 2022
Lisa Dolan, Senior Vice President of Employee Engagement and Diversity, Equity & Inclusion at Teleperformance, shares best practices for employee engagement. We discuss the importance of listening to employees, caring for all areas of their wellbeing, and creating frameworks that enable sustainable performance.
Tags: Culture, Customer Experience, Future of Work
BOOST Podcast
Centrical
July 06, 2022
BOOST is a variety show from Centrical focused on one thing: helping you elevate your employee engagement and performance.
Hosts Luke Jamieson and Laura Butvinik explore a collection of employee engagement topics, examining trends to know, insights to help you become a better leader, and conversations with peers sure to put a smile on your face
The Starring Character: The Business Case for Compassion
Centrical
June 23, 2022
As a leader, is it your responsibility to address an employee’s personal trauma?
Yemi Penn, TEDx speaker, entrepreneur, and author answers this and many other big questions in this episode. She dives into incorporating mindfulness into relationships with employees and the importance of sharing our stories.
While compassion isn’t something we're always taught to practice at work, it’s a critical element of successful organisations. Yemi makes the business case for creating space to be human at work and explains the difference between accommodating others’ trauma and being responsible for it.
**Key Takeaways:**
- How to become a trauma-informed leader
- The difference between being responsible for trauma and accommodating trauma
- The business case for creating space for compassion at work
Tags: Culture, Customer Experience, Future of Work
Come One, Come All: Enabling your employees’ “Rare Breed” virtues
Centrical
June 09, 2022
“We’re firing these Rare Breed talents for the same reason we hired them.”
Talk about a mindblown moment! In this episode, Luke and Laura welcome author Sunny Bonnell to the BOOST stage to share more on her “Rare Breed” movement. Sunny is on a mission to empower leaders to harness the power of their most audacious, obsessed, weird, hypnotic, rebellious employees–all of these being “Rare Breed” traits that will, if fostered correctly, take your organization and its success to the next level.
Throughout their conversation, you’ll be challenged and empowered to encourage your employees to wear their “rare breed” traits with pride–all the while, boosting morale, engagement, and innovation.
Tags: Culture, Customer Experience, Future of Work
BOOST BONUS: The key to engaging employees of all ages
Centrical
June 02, 2022
From Gen Z to Gen X and every generation in between, every employee wants the same thing: engaging, relevant experiences. So, how do you create these experiences for employees of all ages? Who better to tell us than the man of the hour–Gal Rimon.
Gal is the Founder and CEO of Centrical, and he has a bird’s-eye view of which employee engagement trends are sticking–and which ones aren’t. In this special bonus episode, he is sharing his tips for ensuring that you design experiences that engage all ages. And, he’s providing a sneak peek at what you can expect from Centrical’s annual event, Success 2022.
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Join Centrical virtually at Success 2022 to explore how an employee-first approach to business success is the only way forward in today's workplace. At this annual event, you’ll hear how leading organizations are making strategic investments in their people through technology to drive purpose and belonging, inspire and support their growth, and maintain connection no matter where they are.
Together, let’s be bold and rebuild the future of work. Visit: https://info.centrical.com/success2022-virtual?utm_source=LukeJamieson to learn more and register.
Tags: Culture, Customer Experience, Future of Work
Stories of Impact: The keys to impactful employee training
Centrical
May 26, 2022
Are your employee training programs telling (and creating) impactful stories?
On this episode, Renzo Urzua, Global Contact Centre Management Training & Design Lead for Mastercard, joins BOOST to share his insight on helping to manage and train global teams. We discuss the ways language and culture deeply impact training dynamics, and the importance of encouraging each employee’s own personal brand through the training process and beyond.
Tags: Culture, Customer Experience, Future of Work
BOOST: Moments of Truth - Establishing the foundation of your CX and EX
Centrical
May 11, 2022
It’s time for the moment of truth…
Or, rather, the moments–the ones that define your culture, your employee experience, and your customer success!
On this episode, Laura Patterson President and Co-Founder of VisionEdge Marketing and author of Fast Track Your Business joins BOOST to share the keys to providing a rockstar employee experience, and why even the littlest moments matter in creating experiences that impact your bottom line. We discuss how CX and EX both affect each other, why culture sets the foundation for business success, and how to progressively empower your employees.
Tags: Customer Experience, Culture, Future of Work
BOOST - Wow Factor: Creating “edutaining” experiences for your employees
Centrical
April 28, 2022
What if we treated our employee experience like it was a performance?
(You didn’t think we made this a variety show for nothing, did you?)
On this episode, influencer and author Dennis Wakabayashi (https://www.linkedin.com/in/denniswakabayashi/) takes to the BOOST stage to share all about how his experience at Expo 2020 Dubai changed the way he thinks about creating experiences for employees. Dennis shares not only his incredible stories from Dubai, but also his tactical takeaways for how you can implement storytelling in your EX strategies, celebrate employees in creative ways, and how corporations can start thinking of “the needs of the few”, first.
Tags: Culture, Customer Experience, Future of Work
BOOST! S1E2 - EX Excellence: Here’s how to create an employee journey map
Centrical
April 14, 2022
We dedicate so much of our organization’s energy and resources to customer journey mapping…why aren’t we doing the same for our employee experience?
In this episode, author [Annette Franz](https://www.linkedin.com/in/annette-franz/) takes to the BOOST stage to talk about why (and how) companies should map out their employee experiences just as carefully as their customer experiences. Annette recently authored the book “Built To Win” https://annettefranz.com/ which is all about creating a customer-centric culture by putting employees at the heart of everything.
You’ll leave today’s show armed with some serious inspiration for your employee experience map, some tips on effectively measuring employee engagement metrics, and how to begin leaving a lasting impression on your employees from day one.
On with the show!
Key Takeaways:
- A customer-centric culture starts with the employee experience
- People before products, people before profits, people before metrics
- Your hiring efforts will be useless unless you have a plan to engage your employees from day one
**Things to listen for:**
[2:00] Two Truths and A Lie: don’t sleep on this one
[6:29] EX = Great CX
[8:50] “People before products, people before profits and people before metrics”
[10:50] How to effectively track employee engagement metrics
[14:10] “We don’t have the tools to do our jobs properly”
[15:00] Hiring: It’s all about first impression, last impression, lasting impression
[18:00] The importance of employee reviews
[21:14] Luke and Laura’s Mind-blown Moments
[22:34] Producer Jillian gets in trouble with Luke
**Additional Resources:**
Annette’s book: “Built To Win” https://annettefranz.com/
Tags: Customer Experience, Diversity and Inclusion, Future of Work
Introducing BOOST: An Employee Experience Variety Show
Centrical
March 16, 2022
Boost performance. Drive employee engagement. Create a learning culture. Ensure business agility. Engage and train. Manage your workforce. Retain talent. Drive results.
Rinse.
And repeat.
No matter how you break it down, when it comes to employee performance, there are a lot of factors to consider. And the playbooks that worked in the past have quickly become obsolete.
With work forces going completely remote, to confusing tech stacks, and the great resignation, companies have to put their employees at the center of everything. Because without employee success there is no business - let alone success.
BOOST is a variety show focused on one thing: helping you elevate your employee experience and performance. Hosts Luke Jamieson and Laura Butvinik take you into a collection of employee engagement topics exploring trends to know, insights to help you be a better leader, and conversations with peers sure to put a smile on your face.
Tags: Customer Experience, Diversity and Inclusion, Future of Work
Survive Revive Thrive - Episode 6
VIS Global
October 25, 2021
What will change in the near future? Will the world of technology continue to give us the solutions we need? What new challenges lie ahead? Will the webinar really die away? Luke Jamieson, Regional Director ANZ at Centrical, discusses his own personal and professional journey and takes through how he has survived, revived and thrived. He also discusses what the future of work might look like and the role technology might play.
All this and more in our latest episode of ‘Survive Revive Thrive’ brought to you by VIS Global. Listen ON! -- About Luke Jamieson Our guest today is top global CX influencer, a multiple award winner and thought leader on customer and employee engagement – the world knows him as Luke Jamieson. He has helped shape some of Australia’s largest organisations' customer and employee experience programs. He is also an inspiring and refreshing keynote speaker, podcaster and blogger.
Luke's been featured in numerous publications including the Wall Street Journal and has studied design thinking at Stanford University.
“The Importance of Employee Experience to the Future of Work: Delivering What Matters Instead of What Is Measured”
Advisory Board Member The CX Lead
Advisory Board Member
ACXPA Advisory Board
NewAccess for Small Business - Beyond Blue
The Future of Work Can't be a Return to the Past.
Is Gamified CX the Future of Customer Engagement?
The Renaissance of Real
Have You Met Your Digital Twin? They Could Be Your Secret Weapon for Better CXs!
The Renaissance Of Real
I’m Free to Do What I Want, Any Old Time… Sort of
THE REASON YOUR RECOGNITION PROGRAM FIZZLED OUT
Untangling Customer Journey Maps with A.I.
How Resilience Helps Build Employee Engagement
How do you measure employee engagement… and should you?
Luke’s Future of Work Predictions for 2023
Only Tesla Drivers Get in Crashes
Operations Leaders - How’s the Monkey on Your Back?
The Great Resignation: Hype, Fact, or Awakening?
Has AI Gone Too Far? Balancing Efficiency with the Human Experience for Positive EX
The Evolved Employee Experience Strategy That Impacts Customers in a Positive Way
Using Gamification to Maximise Employee Engagement
What's the story with Gamification
The Dichotomy of Contact Centers
Turn Cancel Culture into a Coaching Culture
Why Are We Still Overworking?
A new blueprint for the radical leap ahead
Rare Breeds: Why We Should Embrace Difference to Boost Employee Engagement
Learning Gets a Facelift with Edutainment
The Future is Hybrid
2023 Review & 2024 Preview
Love by Numbers ~ A tale of quantifying relationships
A.I. May Take Our Tasks But IT Will Never Take Our Jobs!
Board Member
Build a Better Customer Experience
Playfulli
Top 150 Global Customer Experience Thought Leaders and Influencers of 2020
Australian Service Excellence Awards Judge 2023
KCS V6 Practices Certified
Certified Fellow of the Customer Service Institute
CSIA Judge 2021
CX All-Stars
ICMI'S TOP 25 THOUGHT LEADERS FOR 2024
Top 50 Global Thought Leaders and Influencers on Customer Loyalty 2023
Top 100 influencers in the contact centre industry
The top 50 customer experience influencers to follow in 2023
Top 50 Brand Ambassadors in 2023
Top 50 HR Leaders that are shaping the Future of Work
Top 50 B2B Thought Leaders & Influencers You Should Work With In 2023 (APAC)
Top 100 Global Thought Leaders on Technology to Follow in 2022
engatica's top 100 powerlist
Top 25 Thought Leader Customer Experience
Top 25 Thought Leader - Future of Work
200 most powerful influencers to follow in 2022
Top 100 CX thought Leader for 2021
Thinkers 360 Top 25 Thought Leader - Mental Health
Top 200 Thought leaders to follow in 2021
Engati CX's Top 14 Experts Dec 2020
Thinkers 360 Top 50 Thought Leader - Future of Work
Top 150 Global Customer Experience Thought Leaders and Influencers of 2020
Global Top 25 CX Influencer - Panviva
Top 20 Gamification Gurus - Rise Global Power 100
The Augmented Agent
What KPI really should stand for
Verint Engage - APAC - The intersection of Engagement and Performance
Own Your Future: Unlock People Potential at Scale
Is your EX Magic or just an Illusion?
The Intersection of Engagement and Productivity
Turn Play into a Plan
NEWCASTLE & CENTRALCOAST CX NETWORK
Virtual Engagement Symposium
NPS is Losing Traction as the Primary Metric for CX
Tech vs Touch: Finding the right balance between automation and human interaction
CX Sessions
An Interview With CX Pro Luke Jamieson
What the Judges Saw
What is Gamification
Implementing Gamification into a contact centre
Creating Frontline Success
Luke Jamieson | Unlocking the power of intrinsic motivation
Play is a Serious Business, Work is Serious Play
Centrical Chooses Victoria for APAC HQ
Employee engagement and performance management vendor Centrical is expanding into the APAC region with the opening of its Australian headquarters in Melbourne's CBD
US/Israeli HR tech company sets up APAC HQ in Melbourne
The Power of One-to-One Engagement
What is Hyper-Personalisation?
Activating real-time, one-to-one relationships (Part 1)
Gamification in CX
How Microsoft increased agent productivity in its contact centers by 10% using advanced gamification.
Gamification in CX
New era, new opportunities for Aussie call centres, post-COVID-19
Playing around with gamification
Call Centre Delivers for Staff and Customers
How Gamification (games psychology and mechanics) can benefit our business and personal ambitions
Getting your WFH employees to love their work, your company, and your clients
Knowledge's impact on change management
How Knowledge Management Guides Employee Journey Mapping
BPOs and Employee Engagement
Boost - The Best Bits of Season 1
Next in Queue - Ep. 50
Life’s a Game – Play It: What Tim Has Learned about Work Limits While Traveling the World
Going to Gemba: How the Best Leaders Design Frontline Jobs
Building a Culture of Appreciation with Glen Cathey
Creating Frameworks for Sustainable Performance with Lisa Dolan
BOOST Podcast
The Starring Character: The Business Case for Compassion
Come One, Come All: Enabling your employees’ “Rare Breed” virtues
BOOST BONUS: The key to engaging employees of all ages
Stories of Impact: The keys to impactful employee training
BOOST: Moments of Truth - Establishing the foundation of your CX and EX
BOOST - Wow Factor: Creating “edutaining” experiences for your employees
BOOST! S1E2 - EX Excellence: Here’s how to create an employee journey map
BOOST - The Serotonin Episode S1E1
Introducing BOOST: An Employee Experience Variety Show
Survive Revive Thrive - Episode 6
