Nigel Roberts

Last week saw the second CX Collective event, and the first in Melbourne, bringing together members of the Collective primarily based in Victoria.

Thanks to our fabulous hosts at the REA Group, we had a great location. Once again, it was a great session, with a fascinating presentation from Dr Sean Richardson on the Psychology of Peak Performance and interactive group sessions.

What makes the CX Collective such a vital initiative is that it creates a forum for CX professionals from diverse industries. The Melbourne session included representatives from NAB, Dulux, The Red Cross, IAG and REA amongst others. It’s easy to focus on your own sector, but sometimes both similarities and differences in the application of CX highlighted by peers outside of your industry can bring insight and inspiration.

As well as diverse industries, the group also featured different roles and levels of experience, allowing for members to share, mentor and learn. This is a key highlight for members; the opportunity to mix with peers and grow your experience and network in a safe environment.

If you’re an achiever, you’re abnormal

One of the hallmarks of the Collective’s sessions are that we bring key insights from people outside of the CX world.

The Melbourne session saw Dr Sean Richardson present to the group. Dr Richardson, an expert in the psychology of excellence, has a proven track record of working with exceptional sports and business teams, including AFL side St Kilda.

Dr Sean revealed some fascinating insights on the the physiology of the brain and how it impacts how we all perform as individuals and within team.

We learnt that peak performance is abnormal.  Lazy is normal. That we must address behaviours first and then results. Talent gets you in the door, but effort drives excellence.

We learnt that our complacency comes from how our brains are wired. It’s OK, we’re all in the same boat, but some of us are equipped with the paddles to help us to move in the right direction. It was both challenging and fascinating – a hallmark of the content of CX Collective sessions.

For a more in-depth explanation of Dr Sean’s theories, check out his TedX Sydney presentation where you’ll learn how to overcome the normal and predictable human barriers to success.

Sydney next for all things AI

The next session in on 30 November in Sydney, where we’ll have a presentation on AI and two more group discussions that align with the intersection of CX and AI.

If you’re interested in attending, please email Gavin Stewart at our partners Ashton Media at

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