From our recent Kiwi CX Collective Podcast Episode with Liz Pinfold Reed, Founder of Good CX & Global CX Strategist
In the world of high-speed automation, we often forget a simple truth: no child ever asked for a bedtime story consisting of statistics. We are wired for connection, yet many organisations are swapping human storytelling for rigid data.
In this episode of The Kiwi CX Collective, we sit down with global strategist Liz Pinfold Reed, founder of Good CX. With experience across five continents for brands like BMW and Dove, Liz explains why the “human heart” remains the ultimate difference-maker in a world dominated by AI.
What You’ll Hear:
The CX Equation
Liz defines CX as C (one special person) + X (the sum of every tiny micro-moment). To succeed, we must make the individual feel seen, heard, and understood—a biological necessity.
The Formula for Success ($E + R = O$)
Every interaction follows this rule: Event + Reaction = Outcome. While you can’t always control the event, leaders can shape the “Reaction” by understanding the human nervous system and creating safe spaces for engagement.
The Maserati vs. The Pencil
AI is a high-performance Maserati, but it requires a Formula 1 driver to steer it. Liz argues the most important tool for 2026 is a pencil—representing the deep, strategic thinking needed before we automate.
Innovation Through Play
Using Polyvagal Theory, Liz highlights that fear kills creativity. To innovate, teams need to move into a “play zone” where they are encouraged to go “strong and wrong” to find the human truths hidden in the “trash heap” of raw data.
A world-class experience isn’t built by a machine; it’s built by leaders who have the courage to slow down, listen, and lead with empathy.
Watch the full episode to learn how to bridge the gap between complex data and the human heart.
Watch the full episode now:
Connect with our Guest:
- Liz Pinfold Reed: Founder of Good CX & Global CX Strategist
- LinkedIn: Liz Pinfold Reed
