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?