“People don’t want to know how much you know, until they know how much you care.”
In the high-pressure world of Auckland Transport, where service is measured in real-time by thousands of daily commuters, Henry Gray (Head of Customer Care) believes that the true heart of CX isn’t found in a script, but in the Samoan principle of tautua—the belief that the pathway to leadership is through service.
On this episode of The Kiwi CX Collective, Henry shares his 25-year journey from a frontline CSR to a boardroom leader. He challenges the industry to move beyond "desensitised" service and instead embrace manaakitanga, creating a culture where staff feel protected and customers feel heard.
What we explore in this episode:
Henry’s message is a powerful reminder that leadership is a "privileged responsibility." If you aren't leading with a genuine desire to uplift your people and your community, you are missing the most vital part of the job.
Guest: Henry Gray, Head of Customer Care at Auckland Transport
Connect with Henry:
LinkedIn: Henry Gray
Keywords: Leadership, CX, Manaakitanga, Auckland Transport, Contact Centre, Servant Leadership, Staff Wellbeing, Predictive Engagement, Operational Excellence, Tautua, New Zealand Business.
