From our recent Kiwi CX Collective Podcast Episode with Anupama Wijesundara, Data and Insights Leader
In the race to adopt the latest AI, it’s easy to get blinded by “shiny object syndrome.” We often forget that technology is only as valuable as the human problem it solves. As the saying goes: don’t invest $1,000 to fix a $100 problem—especially if that problem doesn’t actually exist for your frontline.
In this episode of The Kiwi CX Collective, we sit down with Anupama Wijesundara. With a rare background spanning frontline social work, COVID-19 operations management, and deep data analytics, Anu shares why the most powerful insights aren’t found in spreadsheets, but in the stories of the kaimahi (staff) and whānau (families) they represent
What You’ll Hear:
The “Business Problem First” Rule
Anu argues that technology should never lead the strategy. To avoid rolling out solutions that nobody wants, leaders must first identify the specific bottlenecks and pain points facing their teams. True innovation starts by listening to the frontline, not just the software vendors.
Breaking the Legacy Silos
Drawing on his Master’s research, Anu explores why data silos persist in New Zealand organisations. From over-customised legacy systems to “patchwork” tech stacks, he explains how these barriers prevent businesses from gaining the “wisdom” needed to fuel effective AI.
Performance vs. Real-World Impact
Traditional metrics like AHT (Average Handling Time) often fail to measure what truly matters. Anu challenges us to balance performance data with “Impact”—measuring the actual change made in the community and the trust built through every interaction.
Cultural Integration as a Framework
Sharing his journey from Sri Lanka to Aotearoa, Anu highlights that technology cannot fix a lack of cultural vision. Using her Mihi and Pepeha as a foundation, he illustrates why human connection and a shared cultural framework must exist before any robot can “help” us serve a diverse community.
A successful digital transformation isn’t about replacing people with machines; it’s about using data as a tool for advocacy, empathy, and genuine human outcomes.
Watch the full episode to learn how to bridge the gap between analytical rigor and purpose-driven leadership.
Watch the full episode now:
Connect with our Guest:
- Anupama Wijesundara: Data & Insights Leader Strategist
- LinkedIn: Anupama Wijesundara
