EPISODE 256 - SUMMER SERIES

Shine on CX Show

Our ‘Summer Series’ continues with an episode that dives deep into one of the most pressing topics for today’s workforce: unlocking potential across generations. If you’re looking to create a workplace culture that engages and supports every member of your team—from Baby Boomers to Gen Z—this one’s for you!

In this episode, Claire Boscq and I discuss how businesses can better support employees of all ages, how to create a workplace environment where every generation feels engaged, and actionable tips to boost employee satisfaction and retention by bridging generational gaps.

As leaders, understanding the diversity within our teams is essential. This episode is packed with insights and strategies to help you cultivate a workplace culture that’s inclusive, dynamic, and ready to excel in 2025.

EPISODE 255 - SUMMER SERIES

PodVan Podcast

In the second episode of our ‘Summer Series’, I dive into the behind-the-scenes world of hospitality, leadership, and public speaking with former radio-personality Rabs. If you’re looking to elevate your business, your team, or your confidence on stage, this episode is packed with insights you won’t want to miss.

I break down what mystery shopping really involves and how it uncovers opportunities for businesses to improve their services, how I help businesses turn team members into confident managers by focusing on communication, values, and culture, and offer practical advice on how to engage listeners from the stage and manage those inevitable nerves.

EPISODE 254 - SUMMER SERIES

Top Floor Podcast explores the future of hospitality in conversations with guests from every corner of the industry. Come for the expert tips; stay for the Loading Dock stories.

In October, 2024 I was the guest on the Top Floor Podcast with host Susan Barry. This is a fabulous podcast that I highly recommend to anyone in the Hospitality industry.  Listen to the end for "Loading Dock" stories, it's a lot of fun.

"Michelle Pascoe is a Sydney-based expert in hospitality and customer service with over 30 years of experience. As the founder of her own consultancy and host of the Michelle Pascoe Hospitality Podcast, she helps businesses improve customer engagement and operational efficiency. Susan and Michelle talk about navigating the complexities of a multigenerational workforce.

Can we still ask employees to smile? Michelle digs into employee morale and the changing expectations of customer-facing roles.

A career-defining bad interview: Michelle recounts a shocking job interview that tested her values and ultimately led her to start her own business.

Navigating generational differences: Learn Michelle’s strategies for managing a workforce that spans Baby Boomers to Gen Z.

Leadership built on values: Michelle shares her no-nonsense leadership philosophy—know your values, live by them, and lead with integrity.

Consistency is king: From setting service standards to handling customer complaints, Michelle emphasises the importance of consistency."

TO LISTEN GO TO:  https://www.topfloorpodcast.com/episode

EPISODE 253

Christmas & End of Year Wrap Up

🎙️ Thank You, Amazing Listeners!

As the year winds down, I would like to take this moment to say a huge THANK YOU for tuning in to the podcast. It means the world to me that the stories I share—whether from our incredible guests or my own experiences—are making an impact on you, your business, your team, and your organisation.

🎄 Wishing you a Christmas filled with joy, peace, and plenty of laughter! 🎄

🌞 Get Ready for Our Summer Season! 🌞
While I take a short break, I’ve got something special lined up just for you. Enjoy four fabulous episodes where I’m in the hot seat as the guest, sharing insights in interviews across the UK, USA, and Australia.

✨ Looking Ahead to 2025 ✨
We’ve got an incredible lineup waiting for you when we’re back in February 2025! Until then, enjoy the summer season, stay inspired, and keep thriving.

Thank you for being part of this journey, and I can’t wait to connect with you all again soon!

EPISODE 252

Disnify Your Business: Lessons in Customer Service Magic

In this episode, I sit down with the extraordinary Vance Morris, a Disney management alumnus who spent 10 years creating magical experiences at Walt Disney World. From leading the opening of the iconic Chef Mickey’s to running his own successful business, Vance shares how businesses of all sizes can apply Disney-style service principles to create unforgettable customer experiences.

Vance’s unique journey—from security guard at a birth control factory to Disney leader, to a thriving entrepreneur—is full of funny, relatable, and inspiring moments. He opens up about the triumphs and setbacks that shaped his approach to leadership and customer service.

Get ready to be inspired and take notes—this episode will have you thinking about all the ways you can Disnify your business!

Learn more about Vance Morris: https://yes.deliverservicenow.com/dsninstitute

EPISODE 251

Take The Leap:  Women in Gaming & Hospitality

In this episode I’m thrilled to welcome back, Christie Roser, Chief People & Culture Officer at Aristocrat, a global leader in the gaming and hospitality industry. With a team of over 9,000 employees worldwide, Christie brings unparalleled expertise and insight into building strong, inclusive workplaces.

Our conversation dives into the critical role of women in the gaming and hospitality industry and that without them the industry cannot grow or be successful.   

We discuss the transformative impact of mentorship and the importance of joining organisations like Global Gaming Women (GGW) to advance your career and personal growth.

Join Global Gaming Women https://www.globalgamingwomen.org/

EPISODE 250

You Are Stronger Than You Think

In this inspiring episode, I sit down with Kirsty Nancarrow, an award-winning former ABC journalist, passionate advocate for journalists, social justice, and gender equality, and now the Co-Director of eMotion Video & Media Training. 

We dive into Kirsty’s debut book, Himalayan Dreams: The Story of Som Tamang, an extraordinary tale of resilience and hope. Kirsty recounts how a life-changing visit to Nepal following the devastating 2015 earthquakes led her to tell the story of Som Tamang.

Our conversation also explores the importance of giving back to the community, overcoming PTSD, and building resilience through good habits like maintaining a strong sleep routine and embracing the power of a simple smile. 

To learn more about Kirsty go to YouTube or to purchase her book https://www.kirstynancarrow.com/