Shows
All Things Considered CX with Bob AzmanStand Out on LinkedIn: Framework for Career Success, with Carol KaemmererWelcome back to All Things Considered CX! In this episode, Bob Azman is joined by LinkedIn expert and personal branding strategist, Carol Kaemmerer . As the new year kicks off amid a challenging economic landscape marked by recent layoffs, Bob Azman brings Carol Kaemmerer to share her insights on building an impactful professional presence online—especially when the job market is tight.Together, they dive deep into the current state of employment, the growing influence of AI on the workplace, and why intentionality on LinkedIn is more important than ever. Carol Kaemmerer, author of “LinkedIn for...
2026-01-0736 min
All Things Considered CX with Bob AzmanStand Out on LinkedIn: Framework for Career Success, with Carol KaemmererWelcome back to All Things Considered CX! In this episode, Bob Azman is joined by LinkedIn expert and personal branding strategist, Carol Kaemmerer . As the new year kicks off amid a challenging economic landscape marked by recent layoffs, Bob Azman brings Carol Kaemmerer to share her insights on building an impactful professional presence online—especially when the job market is tight.Together, they dive deep into the current state of employment, the growing influence of AI on the workplace, and why intentionality on LinkedIn is more important than ever. Carol Kaemmerer, author of “LinkedIn for...
2026-01-0735 min
All Things Considered CX with Bob AzmanMastering the 5Ps: How Leaders Move from Overwhelm to Operational Excellence, with Chander SharmaWelcome back to All Things Considered CX. In this episode, host Bob Azman is joined by Chander Sharma, a seasoned global executive, leadership advisor, and author, to unpack the real challenges large organizations face in today’s fast-moving business landscape.Drawing from decades of experience across industries and continents, Chander shares powerful insights on how leadership, culture, and organizational clarity shape business transformation and customer experience. The conversation centers on his book, Busyness to Business, and its practical 5P framework—Purpose, Process, People, Practice, and Perspective—a model designed to help leaders cut through noise...
2025-12-1832 min
All Things Considered CX with Bob AzmanMastering the 5Ps: How Leaders Move from Overwhelm to Operational Excellence, with Chander SharmaWelcome back to All Things Considered CX. In this episode, host Bob Azman is joined by Chander Sharma, a seasoned global executive, leadership advisor, and author, to unpack the real challenges large organizations face in today’s fast-moving business landscape.Drawing from decades of experience across industries and continents, Chander shares powerful insights on how leadership, culture, and organizational clarity shape business transformation and customer experience. The conversation centers on his book, Busyness to Business, and its practical 5P framework—Purpose, Process, People, Practice, and Perspective—a model designed to help leaders cut through noise...
2025-12-1833 min
All Things Considered CX with Bob AzmanWhy Soul and Value Proposition Matter in Customer Experience, with Simon RobinsonWelcome back to All Things Considered CX! In today's episode, Bob Azman sits down with Simon Robinson, CEO of Holonomics and co-author of "Designing Customer Experiences with Soul." Together, they dive deep into the world of customer experience—tracing Simon's pioneering journey from British Telecom’s human factors department to launching one of the world’s first mobile internet portals.Simon Robinson also shares insights on why the customer lifecycle should be at the heart of business strategy, not just a marketing exercise, and reveals powerful tools and frameworks that help businesses foster meaningful, soulfu...
2025-12-0328 min
All Things Considered CX with Bob AzmanWhy Soul and Value Proposition Matter in Customer Experience, with Simon RobinsonWelcome back to All Things Considered CX! In today's episode, Bob Azman sits down with Simon Robinson, CEO of Holonomics and co-author of "Designing Customer Experiences with Soul." Together, they dive deep into the world of customer experience—tracing Simon's pioneering journey from British Telecom’s human factors department to launching one of the world’s first mobile internet portals.Simon Robinson also shares insights on why the customer lifecycle should be at the heart of business strategy, not just a marketing exercise, and reveals powerful tools and frameworks that help businesses foster meaningful, soulfu...
2025-12-0328 min
All Things Considered CX with Bob AzmanMental Health: The Key to Happy Teams and Customers, with Rachel Lutz GuevaraIn this episode, Bob Azman explores the powerful connection between mental health and workplace performance with special guest Rachel Lutz Guevara, Division Vice President of Trust and Safety at TaskUs.Rachel shares her inspiring journey from a background in clinical mental health care to leading a global psychological health and safety program for frontline digital workers. Together, they uncover how proactive wellness initiatives can transform both employee experience and business outcomes—reducing attrition, absenteeism, and burnout while strengthening resilience and customer satisfaction.Discover how TaskUs is setting new industry standards by integrating wellness into business op...
2025-11-1232 min
All Things Considered CX with Bob AzmanMental Health: The Key to Happy Teams and Customers, with Rachel Lutz GuevaraIn this episode, Bob Azman explores the powerful connection between mental health and workplace performance with special guest Rachel Lutz Guevara, Division Vice President of Trust and Safety at TaskUs.Rachel shares her inspiring journey from a background in clinical mental health care to leading a global psychological health and safety program for frontline digital workers. Together, they uncover how proactive wellness initiatives can transform both employee experience and business outcomes—reducing attrition, absenteeism, and burnout while strengthening resilience and customer satisfaction.Discover how TaskUs is setting new industry standards by integrating wellness into business op...
2025-11-1231 min
All Things Considered CX with Bob AzmanDesigning Tomorrow’s Vehicles Today: Nemo Neal’s Vision for Autonomous MobilityWelcome back to All Things Considered CX! In today's episode, Bob Azman sits down with Nemo Neal, though you might know him better as the chief of design at Mozee, and by his DJ handle, Nemo.Nemo joins us from inside one of Mozee's autonomous development vehicles to share his unconventional journey from insurance salesman and DJ to automotive design leader. Together, Bob and Nemo dig deep into the future of autonomous vehicles, the power of parallel thinking in design, and why it’s critical to understand not just what end users want—but why...
2025-10-2933 min
All Things Considered CX with Bob AzmanDesigning Tomorrow’s Vehicles Today: Nemo Neal’s Vision for Autonomous MobilityWelcome back to All Things Considered CX! In today's episode, Bob Azman sits down with Nemo Neal, though you might know him better as the chief of design at Mozee, and by his DJ handle, Nemo.Nemo joins us from inside one of Mozee's autonomous development vehicles to share his unconventional journey from insurance salesman and DJ to automotive design leader. Together, Bob and Nemo dig deep into the future of autonomous vehicles, the power of parallel thinking in design, and why it’s critical to understand not just what end users want—but why...
2025-10-2932 min
All Things Considered CX with Bob AzmanLeveraging AI and Unified Data for Better Customer Experience Performance, with Jack WalkerWelcome back to All Things Considered CX, where we’re shaking up the world of customer experience.In today’s episode, Bob Azman sits down with Jack Walker from Walker—a trailblazing, family-owned company with over eight decades in the CX business.Together, they explore Walker’s fascinating journey from grassroots door-to-door research in 1939 to leading the way with cutting-edge Qualtrics technology and AI-driven strategies.Jack shares insightful stories about the evolution of CX, the importance of executive buy-in, and how companies can unify experience, behavioral, and operational data to create true competitive advantag...
2025-10-1527 min
All Things Considered CX with Bob AzmanLeveraging AI and Unified Data for Better Customer Experience Performance, with Jack WalkerWelcome back to All Things Considered CX, where we’re shaking up the world of customer experience.In today’s episode, Bob Azman sits down with Jack Walker from Walker—a trailblazing, family-owned company with over eight decades in the CX business.Together, they explore Walker’s fascinating journey from grassroots door-to-door research in 1939 to leading the way with cutting-edge Qualtrics technology and AI-driven strategies.Jack shares insightful stories about the evolution of CX, the importance of executive buy-in, and how companies can unify experience, behavioral, and operational data to create true competitive advantag...
2025-10-1527 min
All Things Considered CX with Bob AzmanThe Power of Word of Mouth and Preventing Customer Frustration with John GoodmanWelcome back to All Things Considered CX! In today’s episode, Bob Azman sits down with CX legend John Goodman, for a fascinating conversation on the evolution of customer experience and the science behind customer loyalty.From the basement of Harvard Law to pioneering the use of 800 numbers and developing cutting-edge economic models, John takes us through his decades-long journey shaping how companies listen to and delight their customers.You’ll hear insights on the impact of regulatory changes—like the move to all-natural food colorings—and how communicating product...
2025-09-1037 min
All Things Considered CX with Bob AzmanThe Power of Word of Mouth and Preventing Customer Frustration with John GoodmanWelcome back to All Things Considered CX! In today’s episode, Bob Azman sits down with CX legend John Goodman, for a fascinating conversation on the evolution of customer experience and the science behind customer loyalty.From the basement of Harvard Law to pioneering the use of 800 numbers and developing cutting-edge economic models, John takes us through his decades-long journey shaping how companies listen to and delight their customers.You’ll hear insights on the impact of regulatory changes—like the move to all-natural food colorings—and how communicating product...
2025-09-1037 minAll Things Considered CX with Bob AzmanEpisode Hightlights: Tyler DeLarm and Mike RobinsonIn this special highlights episode, host Bob Azman features standout moments from two dynamic conversations—with Tyler DeLarm of Undigital and Mike Robinson of The Eighth Notch.Tyler dives into the power of personalized unboxing and how it builds emotional brand loyalty.Mike explores how AI, automation, and sustainability are reshaping retail and customer expectations.Whether you're in CX, marketing, or retail, this episode offers fresh perspectives and actionable ideas for creating more authentic customer experiences.🎧 Guests:Tyler Delarm – Head of Marketing at UndigitalMike Robinson – Founding member of...
2025-07-3117 minAll Things Considered CX with Bob AzmanEpisode Hightlights: Tyler DeLarm and Mike RobinsonIn this special highlights episode, host Bob Azman features standout moments from two dynamic conversations—with Tyler DeLarm of Undigital and Mike Robinson of The Eighth Notch.Tyler dives into the power of personalized unboxing and how it builds emotional brand loyalty.Mike explores how AI, automation, and sustainability are reshaping retail and customer expectations.Whether you're in CX, marketing, or retail, this episode offers fresh perspectives and actionable ideas for creating more authentic customer experiences.🎧 Guests:Tyler Delarm – Head of Marketing at UndigitalMike Robinson – Founding member of...
2025-07-3117 min
All Things Considered CX with Bob AzmanWhy Emotions and Behavioral Science Drive Business Results, with Nick BondWelcome back to another episode of All Things Considered CX!In today’s conversation, Bob Azman sits down with Nick Bond, founder of Apex, to dive deep into the evolving world of customer experience, behavioral science, and the impact of AI on business.Nick shares his journey from traditional research and marketing roles to launching Apex, a company on the forefront of using data and motivation science to truly understand what drives customer decisions—and what it takes to move the needle on customer engagement and lifetime value.
2025-06-1735 min
All Things Considered CX with Bob AzmanWhy Emotions and Behavioral Science Drive Business Results, with Nick BondWelcome back to another episode of All Things Considered CX!In today’s conversation, Bob Azman sits down with Nick Bond, founder of Apex, to dive deep into the evolving world of customer experience, behavioral science, and the impact of AI on business.Nick shares his journey from traditional research and marketing roles to launching Apex, a company on the forefront of using data and motivation science to truly understand what drives customer decisions—and what it takes to move the needle on customer engagement and lifetime value.
2025-06-1734 min
All Things Considered CX with Bob AzmanWhy Employee Experience Drives Customer Success, with Annette FranzWelcome back to another episode of the All Things Considered CX Podcast!In this engaging conversation, Bob Azman reconnects with Annette Franz, Chief Experience Officer of CX Journey, Inc., and a true thought leader in the world of customer and employee experience. Annette shares insights from her impressive 33-year career—including her start at J.D. Power and Associates—and dives into the central themes of her latest book, "Employee Understanding."Together, Bob and Annette explore why so many organizations are stuck in the basi...
2025-06-0332 min
All Things Considered CX with Bob AzmanWhy Employee Experience Drives Customer Success, with Annette FranzWelcome back to another episode of the All Things Considered CX Podcast!In this engaging conversation, Bob Azman reconnects with Annette Franz, Chief Experience Officer of CX Journey, Inc., and a true thought leader in the world of customer and employee experience. Annette shares insights from her impressive 33-year career—including her start at J.D. Power and Associates—and dives into the central themes of her latest book, "Employee Understanding."Together, Bob and Annette explore why so many organizations are stuck in the basi...
2025-06-0332 min
All Things Considered CX with Bob AzmanWhy Humans Still Matter: Balancing Automation and Empathy in Customer Service, with Matt TaylorWelcome back to All Things Considered CX! In today’s episode, host Bob Azman sit down with Matt Taylor, Co-Founder and CPO of Knowbl, a cutting-edge company transforming customer experience with conversational AI and automation.Matt shares his unconventional journey from consulting to launching Knowbl amid the pandemic, drawing on deep experience in innovation labs and product management.Together, they dive into what’s really happening on the front lines of AI in customer service—from separating real business value from “solution chasing,” to mapping the customer journey and turning contact centers into true experience hubs. ...
2025-05-1331 min
All Things Considered CX with Bob AzmanWhy Humans Still Matter: Balancing Automation and Empathy in Customer Service, with Matt TaylorWelcome back to All Things Considered CX! In today’s episode, host Bob Azman sit down with Matt Taylor, Co-Founder and CPO of Knowbl, a cutting-edge company transforming customer experience with conversational AI and automation.Matt shares his unconventional journey from consulting to launching Knowbl amid the pandemic, drawing on deep experience in innovation labs and product management.Together, they dive into what’s really happening on the front lines of AI in customer service—from separating real business value from “solution chasing,” to mapping the customer journey and turning contact centers into true experience hubs. ...
2025-05-1331 min
All Things Considered CX with Bob AzmanHow AI Can Improve or Destroy Customer Service Experiences, with Alex MeadWelcome to a brand-new episode of All Things Considered CX! In today’s thought-provoking conversation, host Bob Azman sits down with customer service experience leader Alex Mead for a candid look at what’s wrong with today’s CX practices—and how real transformation starts by getting back to the basics.Alex dives deep into his unique CSX (Customer Service Experience) philosophy and why he’s on a mission to separate service from the marketing noise that’s “ruining customer experience.”You’ll hear Alex passionately break down his EPIC framework—Eas...
2025-04-2933 min
All Things Considered CX with Bob AzmanHow AI Can Improve or Destroy Customer Service Experiences, with Alex MeadWelcome to a brand-new episode of All Things Considered CX! In today’s thought-provoking conversation, host Bob Azman sits down with customer service experience leader Alex Mead for a candid look at what’s wrong with today’s CX practices—and how real transformation starts by getting back to the basics.Alex dives deep into his unique CSX (Customer Service Experience) philosophy and why he’s on a mission to separate service from the marketing noise that’s “ruining customer experience.”You’ll hear Alex passionately break down his EPIC framework—Eas...
2025-04-2933 min
All Things Considered CX with Bob AzmanCreating Engaging Workplaces: The Secret to Crecera Brands' SuccessIn this episode of the All Things Considered CX, host Bob Azman is joined by Scott Eichstad and Ted Itschert from Crecera Brands.With a focus on authenticity and customer experience, Scott and Ted share their journey of transforming the customer service landscape within their organization. With nearly 60 years of shared experience, they discuss the challenges and strategies involved in breaking down silos, improving contact center operations, and fostering a customer-centric culture. Gain insights from their stories of leadership, dedication, and the essential role of passion in driving customer engagement and satisfaction.If...
2025-04-1533 min
All Things Considered CX with Bob AzmanCreating Engaging Workplaces: The Secret to Crecera Brands' SuccessIn this episode of the All Things Considered CX, host Bob Azman is joined by Scott Eichstad and Ted Itschert from Crecera Brands.With a focus on authenticity and customer experience, Scott and Ted share their journey of transforming the customer service landscape within their organization. With nearly 60 years of shared experience, they discuss the challenges and strategies involved in breaking down silos, improving contact center operations, and fostering a customer-centric culture. Gain insights from their stories of leadership, dedication, and the essential role of passion in driving customer engagement and satisfaction.If...
2025-04-1534 min
All Things Considered CX with Bob AzmanPersonalized: Customer Strategy in the Age of AI. Harnessing the Power of AI (ft. David Edelman)The Five Promises of Personalization. Harnessing the power of AI to personalize the customer experience. Exploding the myth of proving the ROI of CX. This and so much more to talk about with our guest David Edelman on the All Things Considered CX Podcast with Bob Azman. David is the co-author of the new book Personalized. Customer Strategy in the Age of AI. He is a senior lecturer at Harvard Business School, an executive adviser and board member to brands and technology providers, and an adviser to BCG. Previously, David was chief marketing officer at Aetna and has wo...
2024-11-1336 min
All Things Considered CX with Bob AzmanLeveraging AI to Improve Growth and Your Organization's Customer Experience (ft. Kevin Dean)“Terrified, mortified, petrified, stupefied” by AI? Then you’ve come to the right place to eliminate these fears and trepidations! Joining me on this episode of the All Things Considered CX podcast with Bob Azman is Kevin J. Dean, Founder & CEO of ManoByte a technology services company specializing in business process automation, CRM, and intelligent automation. Kevin is leading AI-driven business transformation and dedicated his career to helping businesses thrive in the digital age. With over two decades of experience, Kevin’s expertise has enabled enterprises to leverage AI for significant growth. We cover a lot of interes...
2024-10-2836 min
All Things Considered CX with Bob AzmanCarol KaemmererIs 2024 the year of Great Uncertainty? Are you concerned about your current role, your career, your personal brand, your LinkedIn profile? Then take a listen to our guest on the All Things Considered CX Podcast with Bob Azman. Carol Kaemmerer took what seemed like shockingly bad news and turned it into an amazing opportunity. After a surprise downsizing in the Fortune 500 company she served as a consultant, Carol found that her 20 years of marketing communications experience provided the perfect set-up for helping professionals build their online brand. LinkedIn, she recognized, is an integral part of that b...
2024-01-2240 min
All Things Considered CX with Bob AzmanJeanne Bliss, Founder CustomerBlissA Pioneer. A Legend. A Passionate Leader. I am so pleased to welcome Jeanne Bliss to the 100th episode of the All Things Considered CX Podcast with Bob Azman. Jeanne, CEO and Founder of Customer Bliss, guides companies to the achievement of business growth through leadership bravery and elevated business practices. She is known globally for transforming business to earn customer-driven growth. A 5-time Chief Customer Officer and coach to over 20,000 leaders, her practices are field-tested and proven. Bliss' 5-Competencies for customer-driven growth have been adopted around the world, and her 4 best-selling books on customer experience a...
2023-12-1136 min
All Things Considered CX with Bob AzmanKevin Wilde, University of Minnesota, Leadership Development, AuthorCoachability. “The goal is to regain that early-career habit to learn more, to be more coachable and to expand your leadership effectiveness and career potential”, according to our guest on the All Things Considered CX Podcast with Bob Azman. Kevin D. Wilde currently serves as an Executive Leadership Fellow at the @Carlson School of Management, University of Minnesota. He teaches applied leadership in several graduate courses. His current research topics include leadership coachability, executive derailment, and contemporary talent development. In 2015, he concluded a thirty-four-year corporate career in leadership and talent development at General Electric and General Mill...
2023-10-1731 min
All Things Considered CX with Bob AzmanJames DodkinsJames Dodkins used to be an actual, real-life, legitimate, award-winning rockstar. He played guitar in a heavy metal band, released albums, and tore up stages all over the world, James is now the CX Evangelist at Pegasystems where he researches the mindsets, principals and philosophies of companies that deliver ‘Rockstar Customer Experiences’. He shares those strategies through transformative training, engaging video content and inspiring keynote talks. James is also a two time #1 Best Selling Author and the Ex-host of Amazon Prime’s weekly topical CX show, ‘This Week In CX’.
2022-07-2530 min
All Things Considered CX with Bob AzmanMark Slatin, Empowered CXMark Slatin is the CEO and Founder of Empowered CX, an independent consulting practicededicated to helping leaders accelerate their path to scalable growth by empowering them to delight their customers, consistently. He celebrated his 8th year as a Certified Customer Experience Professional and serves on the Customer Experience Professionals Association Board of Directors where he chairs the Higher Education subcommittee. Mark brings a value to his clients that’s quite rare, he spent 9 years as a practitioner, leading the CX efforts from launch to maturity.
2022-07-1836 min
All Things Considered CX with Bob AzmanJoseph MichelliJoseph A. Michelli, Ph.D., C.S.P., is an internationally sought-after speaker, author, and organizational consultant who transfers his knowledge of exceptional business practices in ways that develop joyful and productive workplaces with a focus on customer experience. His insights encourage leaders and frontline workers to grow and invest passionately in all aspects of their lives. Joseph holds the Certified Speaking Professional designation from the National Speakers Association (NSA). He is a member of the Authors Guild, an editorial board member for the Beryl Institute's Patient Experience Journal (PXJ) and is on the founders' council of CustomerExperienceOne. Other...
2022-07-1129 min
All Things Considered CX with Bob AzmanIn Memory of Chris RiosThe Customer Experience Profession recently lost a colleague and friend, Chris Rios, Blue Rock Executive Search. Chris was an advocate and supporter of all things CX especially as it related to helping CX professionals advance their careers. A two-time guest on the podcast, Chris brought a new and refreshing perspecitve to career development. On this special edition of the podcast, Diane Magers joins me to reflect on Chris's life and the learnings he shared with all of us to become better professionals in both our work and personal lives.
2022-07-0723 min
All Things Considered CX with Bob AzmanNate Brown, CX AcceleratorNate Brown is a perpetual student of the world’s greatest experiences and the people who create them. Having spent the first decade of this career managing a complex technical support environment for Occupational Health and eLearning software, Nate transitioned to Customer Experience in 2015. After authoring The CX Primer, Brown was dubbed the “CX Influencer of the Year” by CloudCherry in 2019, and a top global CX thought leader by ICMI, Exceeders, Netomi, Martech and many more. As a passion project, Nate created CX Accelerator, a first-class virtual community for Customer Experience professionals. Nate currently serves as the Senior Director of Cus...
2022-06-2734 min
All Things Considered CX with Bob AzmanCXPA Regional Councils Leadership DiscussionCXPA newly appointed Regional Council Leaders, Ashima Bhagat, Catherine Gauthier, Georges Essama and Rebekah Kabugo-Mugisha discuss how the CXPA is creating a more global community of professionals through this new initiative.
2022-06-2047 min
All Things Considered CX with Bob AzmanCXPA Initiative Leaders DiscussionCXPA Volunteer leaders, Heather Gillbanks and Michelle Spaul discuss two new important initiatives underway at the CXPA - The Book of Knowledge and Facilitaitng CX Monograph Series.
2022-06-1331 min
All Things Considered CX with Bob AzmanCXPA Board Member DiscussionCurrent CXPA board members: Stacey Nevel, Sebastien Munar and Jayalakshmi Sudarshan join me to discuss the current areas of focus for this year's board and the state of CX, globally.
2022-06-0647 min
All Things Considered CX with Bob AzmanJohn GoodmanMr. Goodman is Vice Chairman of Customer Care Measurement and Consulting (CCMC). The universal adages, “It costs five times as much to win a new customer as to keep an existing one.” and “Twice as many people hear about a bad experience as a good one.” are both based on his research. He assisted in the analysis of the 9th wave of the National Rage Study, completed in March 2020, on American consumers’ complaining behavior, service expectations and word of mouth. Harper Collins published the second edition of his book, “Strategic Customer Service”, in March, 2019. He has also published, “Customer Experience 3.0”...
2022-05-3040 min
All Things Considered CX with Bob AzmanDennis WakabayashiDennis is currently one of the leading voices around the world on the topics of Customer Experience, social media, and digital marketing. In 2021 he was a keynote speaker at the World Marketing Summit in Turkey, West African CX summit, LATAM CX conference, eWorld Marketing Summit, workshop leader at Customer Contact week in the USA, and the Host and MC of CXS- Canada’s largest annual Customer Experience event. In 2022, he was named as the CX influencer for Expo 2020 Dubai, a distinguished speaker at the University of Oklahoma, an Advisory Council Member for the University of Houston, and teaches Digital Ma...
2022-05-2332 min
All Things Considered CX with Bob AzmanDave Seaton, Seaton CXDave Seaton, CCXP, is a customer experience consultant at Seaton CX, helping B2B SaaS companies launch their customer experience programs with the CX Booster Rocket. His proudest moments on a project involved flying 4,768 miles, driving hundreds more, and surviving a high-speed Uber ride down Bourbon Street to collect Voice of Customer feedback for a B2B SaaS company. Using that insight, he transformed the customer support experience and made the company $991k in ARR from reduced churn. In 2022, he started Dave Seaton Leadership to help CX leaders influence their coworkers to make CX a priority through online courses.
2022-05-0239 min
All Things Considered CX with Bob AzmanCustomer Experience 4 Author's Roundtable #2Listen to 3 authors from the latest best-selling 4th edition of the Customer Experience series. Gabriela Ciupitu, Faran Niaz and Peter Verheijde join the podcast to discuss their careers, the chapters they wrote, the importance of managing experiences and words of wisdom from across the globe. This roundtable provides the listener insight into the topics covered in this new edition from 3 respected authors with broad experience in working for and helping organizations achieve better customer experiences.
2022-04-2541 min
All Things Considered CX with Bob AzmanJochem van der Veer, CEO TheyDoAnyone working with customer journeys will deeply resonate with the struggle to align everyone around a shared understanding of the customer experience. As Co-Founder & CEO of TheyDo, the customer journey management solution for enterprises, Jochem van der Veer is pushing the boundaries of modern CX management, enabling true cross-team collaboration in today’s increasingly virtual world. Having worked in interaction and UX design for 10+ years, Jochem is well-versed in the power of truly walking in your customer’s shoes and passionate about helping companies transform towards a customer-centric way of working. His latest SaaS venture, TheyDo, is a platform that...
2022-04-1134 min
All Things Considered CX with Bob AzmanCX4 Authors Roundtable #1Listen to 3 authors from the latest best-selling 4th edition of the Customer Experience series. Greg Uglioni, Carolene Meli and Kristin Haynes join the podcast to discuss their careers, the chapters they wrote, the importance of storytelling and words of wisdom from across the globe. This roundtable provides the listener insight into the topics covered in this new edition from 3 respected authors with broad experience in working for and helping organizations achieve better customer experiences.
2022-03-2850 min
All Things Considered CX with Bob AzmanAnnette Franz, author, Built to WinAnnette Franz, CCXP, founder and CEO of CX Journey Inc., has spent the last 30 years in the customer experience profession. She started her career at J.D. Power and Associates in 1992 and spent much of the next 25 years before founding CX Journey Inc. in 2017. Annette is an internationally recognized customer experience thought leader, coach, keynote speaker, and author of Customer Understanding: Three Ways to Put the "Customer" in Customer Experience (and at the Heart of Your Business). Her second book, Built to Win: Designing a Customer-Centric Culture That Drives Value for Your Business dives into the ten foundational principles...
2022-03-2131 min
All Things Considered CX with Bob AzmanJoel Bines, The Metail EconomyJoel Bines is managing director and co-head of the Global Retail Practice at the business consulting firm AlixPartners. He is widely regarded as one of the world’s leading operational strategists with a 30-year track record of improving performance at retailers, brands, and consumer companies. After graduating from Bates College in Lewiston, ME with a degree in Philosophy, he talked his way into a series of jobs with distressed consumer companies facing deep challenges. His early success turning around companies led him to Harvard Business School, where he earned an MBA with Distinction in 1999.
2022-03-1435 min
All Things Considered CX with Bob AzmanZach and Ray Shefska, YAAZach and Ray Shefska are disrupting how consumers buy automobiles. Their entrepreneurial venture YAA is changing the way consumers and dealers buy and sell cars, buy service plans and have their vehicles serviced. Their hugely popular YouTube channel is informative and humorous at the same time. With hundreds of thousands of followers they do a great job of helping consumers get better deals on the second largest financial purchase of our lifetimes. But most importantly they live, eat and breath better experiences for the customers of YAA.
2022-03-0737 min
All Things Considered CX with Bob AzmanJeff Rosenblum, Questus Co-Founder, Digital MarketingJeff Rosenblum is a cofounder of Questus, a digital advertising agency that has worked with many of the world’s most influential brands, including American Express, Apple, Capital One, Disney, The NFL, Samsung, Starbucks, Universal, Wyndham and Verizon. Jeff created a groundbreaking documentary about the advertising revolution called The Naked Brand and the book Friction which explained how passion brands are built. Jeff has lectured at some of the top universities in the world, including Yale, Cornell, Columbia, and the London Business School. He has won some of advertising’s most prestigious awards and presented at many of the indu...
2022-02-2834 min
All Things Considered CX with Bob AzmanEric EngwallEric Engwall is President of E.G.Insight, Inc. Eric’s entire career in business has focused on two passions – helping people and the organizations they inhabit to build stronger relationships and to be more effective at what they do. He has been a national account manager, led an inside sales group, a senior consultant for a leading talent management firm, and the practice area leader for a sales effectiveness consultancy. For the past fifteen years has been owner and president of E.G. Insight, Inc. – a firm focused on equipping clients to gather strategic feedback from their most valued...
2022-02-2132 min
All Things Considered CX with Bob AzmanWiCX Claire Muscut, Olga Potaptseva, Serena Riley, Mandisa MakubaloThe founders of the Women in CX community join me on this my 50th podcast to talk about the journey they are on to recognize and promote women in CX, globally. This powerful podcast will inspire, motivate and challenge your beliefs and perspectives as they share how they formed the community and how they are actively engaged in growing CX but also in addressing pertinent issues pertinent to women across the world. Claire Muscutt, founder of women in CX, Serena Riley, Olga Potaptseva and Mandisa Makubalo, leaders of Women in CX communities join me for this engaging podcast to c...
2022-02-1455 min
All Things Considered CX with Bob AzmanOr Amzaleg, CEO and Founder, Wicked CushionsWorld traveler, basketball enthusiast, gamer, and founder of Wicked Cushions.
2022-02-0733 min
All Things Considered CX with Bob AzmanSteve Walker, Walker ResearchSteve Walker is the Chairman and CEO of Walker. the Indianapolis-based Experience Management (XM) Services company that helps many of the world’s best brands win in their marketplaces by offering great customer and employee experiences. In 2019, Qualtrics named Walker as their Customer Experience Partner of the Year. Throughout his 35+ year career, Steve has been an active speaker, contributor and leader among various trade and professional organizations. Along with his long-time colleague, Jeff Marr, Steve co-authored and published a book, Stakeholder Power, in 2001. His driving passion continues to be helping people and organizations create stronger, more sustainable businesses and make...
2022-01-3132 min
All Things Considered CX with Bob AzmanDuncan Littlefield, Founder, The Littlefield CompanyDuncan Littlefield is the CEO of LITTLEFIELD, where they are focused on aligning impact and influence. LITTLEFIELD holds a portfolio of companies, such as The Littlefield Company, Littlefield Films, Littlefield Studios, The Lab, and critical contributors in equity partnerships with other startups. The engine behind it all is The Littlefield Company, where they tell under-told stories by delivering scalable content for purpose-driven companies. Plus, he is on a mission to always be a part of the larger conversation and support everyone become obsessed with their own unique life. He told me once that he never turns down a cup...
2022-01-2432 min
All Things Considered CX with Bob AzmanChris Rios, Blue Rock SearchChris Rios is a founding member of Blue Rock Search. He has over twenty-five years' experience in Hospitality and Executive Search and leads the Blue Rock CX practice. His desire and passion to deliver an exceptional and engaging client and candidate experience has lead him to his current role as Chief Experience Officer. He has over fifteen years of hospitality experience as an executive chef and has been recruiting executive and senior level talent in Customer Experience, HR and Hospitality for over a decade.
2022-01-1037 min
All Things Considered CX with Bob AzmanCX3 Authors Roundtable - Part 2Serena Riley is the VP of Experience Management at renewables energy tech start-up SkySpecs, Inc. and a Certified Customer Experience Professional (CCXP) who has been igniting transformation in individuals, teams, and organizations for 20-years. She is a customer experience expert who specializes in cultivating customer-centricity and employee-elevation and is keen on broadening the narrative of Customer Experience to an even more holistic strategy of Human Experience Management. Francesca Tempestini is an enthusiastic disseminator of the Disney Approach and a Customer Experience lover. training. Francesca likes to combine her Disney experience with CX and EX principles, bringing Disney sparkles and i...
2021-12-2043 min
All Things Considered CX with Bob AzmanClaire Boscq-ScottAwarded No 3 Top Global Customer Service Guru with three decades of expertise, Claire, is an authority in the Customer Experience Industry. Author of 3 books; with a No 1 Amazon Best Seller in 2020, she is an international media influencer, and her work has been published in Brazil, Philippines, India, US & Europe. She brings a more holistic and comprehensive approach to organizations and individuals with her BizShui™ Method; creating better flow in home-offices and workspaces by integrating a blend of the traditional Feng Shui principles with Modern & personal business needs, reducing physical and emotional stresses to increase productivity, loyalty, and profitability. When she...
2021-12-1331 min
All Things Considered CX with Bob AzmanLynn HunsakerLynn Hunsaker is 1 of 5 CustomerThink Hall of Fame authors. She led customer experience & marketing at Applied Materials & Sonoco. She served as CXPA board member & SVAMA president. She taught at UC Berkeley Ext, Mission College, UCSC Ext, SJSU for 7 years. Lynn authored 6 benchmarking studies & 3 CXM handbooks. She is a CXPA Recognized Training Provider with CCXP students from 50+ countries. Lynn co-founded the Experience Value Exchange experience leadership e-learning subscription for marketing, CS & CX teams' daily use.
2021-12-0639 min
All Things Considered CX with Bob AzmanRob LoCascio - LivePersonRob LoCascio is the founder of LivePerson, Inc. and has been its chief executive officer since its inception in 1995. As the inventor of online chat for brands, Rob disrupted the way people communicate with companies around the world, removing the need for 1-800 numbers, long wait times, and endlessly scanning websites for information. In 2016, Rob again led the company to the forefront of conversational commerce by making it easy for consumers to connect with brands on messaging via platforms including SMS, WhatsApp, Apple Business Chat, Facebook Messenger, and even brand apps and websites. Rob's mission is to inspire and h...
2021-11-2933 min
All Things Considered CX with Bob AzmanAlex MeadAlex Mead, is an experienced contact centre leader with a proven track record in driving CX innovation, delivering top class customer experiences, operations efficiency & customer loyalty. He believes customers should get EPIC Service Experiences that are EASY, PERSONALISED, INTUITIVE & CONTEXTUAL. As a hands-on leader, he inspires teams to deliver great experience across multiple channels and industries. His no-nonsense approach to improving customer service will challenge your thinking and motivate you to strive new and innovative ways to achieve a better experience for employees and customers.
2021-11-1534 min
All Things Considered CX with Bob AzmanJon Picoult, Founder Watermark Consulting, Author, From Impressed to ObsessedJon Picoult is the founder of Watermark Consulting, a leading customer experience advisory firm that helps companies impress customers and inspire employees, creating raving fans that drive business growth. Princeton-trained in cognitive science, Picoult has advised C-suite leaders at some of the world’s top companies, spanning Allstate to AT&T to Becton Dickinson. His insights have been featured by The Wall Street Journal, The New York Times, USA Today, The Economist, Inc., NBC News and Forbes.com(where he’s a regular contributor). Picoult has headlined events, sharing his customer experience philosophies with business leaders and entrepreneurs worldwide. His...
2021-11-0835 min
All Things Considered CX with Bob AzmanDavid Wachs, HandwryttenA serial entrepreneur, David Wach’s latest venture, Handwrytten, is bringing back the lost art of letter writing through scalable, robot-based solutions that write your notes in pen. Developed as a platform, Handwrytten lets you send notes from your CRM system. Handwrytten is changing the way brands and people connect. Prior to his current initiatives, David founded Cellit, a mobile marketing platform and mobile agency. Under David’s leadership, Cellit became a leading player in the mobile marketing space and invented the concept of mobile customer relationship management (Mobile CRM). David is also a frequent speaker on marketing technology and...
2021-11-0131 min
All Things Considered CX with Bob AzmanJohn Goodman - 10 Ways to Delight your CustomersMr. Goodman is Vice Chairman of Customer Care Measurement and Consulting (CCMC). The universal adages, “It costs five times as much to win a new customer as to keep an existing one.” and “Twice as many people hear about a bad experience as a good one.” are both based on his research. John joins me on this podcast episode to discuss his latest research on the impact of what happens to word of mouth and an increase in willingness to pay a premium when an organization delights its customers. Harper Collins published the second edition of his book, “St...
2021-10-2537 min
All Things Considered CX with Bob AzmanCustomer Experience 3 Authors Roundtable - Session 3This is the third in a series of podcasts with co-authors of the book Customer Experience 3. David Wales is the founder of SharedAim consultancy that helps organisations excel by putting human experience at the heart of CX strategy and practice. Prior to that David had a distinguished career in the fire service, and was its first-ever CX manager. He remains an advisor to the international humanitarian and emergency community, which in combination with his CX work, provides a unique and transferable perspective on the human experience." Miles C. Thomas is a seasoned customer service and experience professional who believes i...
2021-10-1838 min
All Things Considered CX with Bob AzmanJohn Miller, Author - QBQ! Question Behind the Question!John Miller is the author of the million-selling QBQ! The Question Behind the Question book. He’s also the founder of QBQ, Inc., an organizational development firm dedicated to helping people and organizations make personal accountability a core value. Through his writings, speaking, and a nationwide network of certified distributors, John has brought his message to countless organizations. John invested a decade selling leadership and sales management training before becoming an author. His content was developed facilitating over 10,000 hours of training inside corporations from all industries. A 1980 graduate of Cornell University, John now lives in Denver, CO with his wife...
2021-10-1132 min
All Things Considered CX with Bob AzmanDonna Weber, Author, Onboarding MattersDonna Weber is the world’s leading expert in customer onboarding. For more than two decades, she’s helped high-growth startups and established enterprises create customers for life. Donna is a recognized Customer Success thought leader, influencer, strategist, advisor, author, and speaker who gets to the heart of the matter. She is passionate about helping customers reach their goals, because when customers win, you win. High growth companies hire Donna to increase customer retention, decrease time to customer first value, increase customer lifetime value, reduce implementation time and costs, increase product usage and adoption, and scale Customer Success organizations. Her...
2021-10-0432 min
All Things Considered CX with Bob AzmanNathan Foy, Author, What Rich Clients Want But Won't Tell YouNathan Foy is founder and CEO of Fortis, nine-time Inc. Magazine honoree as one of America’s fastest-growing companies. Fortis provides over 25,000 private, secure trips in 114 countries per year to clientele worth more than half a trillion dollars. These clients routinely rank Fortis on Gallup surveys as best in the industry. With offices in Greenville, South Carolina, and Hong Kong, Fortis offers ground transportation to more private jet owners than any other service in the world. Nathan’s first book, What Rich Clients Want (But Won’t Tell You), translates the Fortis experience into a replicable, scalable business model any se...
2021-09-2732 min
All Things Considered CX with Bob AzmanRoy Atkinson, CEO Clifton Butterfield, LLCRoy Atkinson is one of the most recognized thought leaders in IT, service management, and customer experience, and serves as CEO, Clifton Butterfield, LLC, a business advisory practice. He is a Fellow of the Institute for Digital Transformation and a 2021 member of HDI’s Strategic Advisory Board. He was described by CIO Insight as a "model for the future digital leader." He is one of HDI’s “Top 25 Thought Leaders in Technical Support and Service Management for 2021.” Nextiva named him one of the "Top 50 Customer Service Experts of the Decade 2010-2020" and SurveySensum included him in its list of “Top 150 Gl...
2021-09-2034 min
All Things Considered CX with Bob AzmanRick Delisi - Author - Effortless Experience and Digital Customer ServiceRick Delisi (co-author "Digital Customer Service" and Lead Research Analyst, Glia) has been researching customer service and customer experience for the past two decades. He is also the co-author of the bestselling book The Effortless Experience, and has written several pieces published in the Harvard Business Review. Prior to working in customer service he was a journalist, winning four Associated Press awards for outstanding feature reporting.
2021-09-1335 min
All Things Considered CX with Bob AzmanBryan Horn, Get Your Stuff or Get OutBryan Horn is a leading customer experience turnaround expert. His foundations come from 18 years of management experience and training from the Ritz Carlton Institute, the Zappos School of WOW, and the Disney Institute. He has written two best-selling customer service books, is a contributing author for MyCustomer.com and Customer Service Manager Magazine and was deemed a “CX Superhero” by the Clientship Customer Strategy Podcast. Bryan brings a "real-world perspective" to customer experience and employee development. Through practical application, innovative approaches, and inspirational storytelling, Bryan is changing the way organizations do business with their customers and their employees.
2021-09-0638 min
All Things Considered CX with Bob AzmanMark Hamill, Arcet GlobalMark is the CEO of ARCET Global. A Leader in creating engaging content led events and Building CX Communities across the Middle East, Europe, and the Americas. Mark’s focus is on building more engaging Event concepts along with assisting clients on the next stage of their journey to excellence. His entire career has been centered around Customer Experience from being product manager of the TICSI standard to becoming a successful serial entrepreneur.
2021-08-3031 min
All Things Considered CX with Bob AzmanLee Cockerell, Hardwiring MagicLee Cockerell retired as the Executive Vice President of Operations for the WALT DISNEY WORLD® Resort in Lake Buena Vista, Florida, a position he held for ten years. His responsibilities encompassed a diverse mix of operations, which included 20 resort hotels with over 24,000 Guest rooms, 4 theme parks, 2 water parks, 5 golf courses, a shopping village & nighttime entertainment complex, the ESPN Sports Complex and the ancillary operations support functions. Lee joined the Disney organization in July 1990 as Director of Food and Beverage and Quality Assurance for the Disneyland Paris hotels. Prior to joining the Walt Disney World Co., he spent seventeen years i...
2021-08-2338 min
All Things Considered CX with Bob AzmanSirte Pihlaja - CX PlaySirte Pihlaja (CCXP, Trained Facilitator of LEGO® SERIOUS PLAY®) is the CEO of Shirute Ltd, the first customer experience agency in Finland. She is an internationally recognised CX/EX expert, coach, keynote speaker, designer and strategist with over 25 years of experience in advising large corporations and brands in various industries and countries. Sirte is the leader of CXPA’s Finland network, member of the International Advisory Committee and one of CXPA’s founding members. She was one of the first Europeans to have been certified as CCXP. Sirte was recently recognised as a TOP 150 Global Customer Experience Thought Leader and on...
2021-08-1634 min
All Things Considered CX with Bob AzmanEryc Eyl - HumancentricEryc Eyl is a business philosopher, keynote speaker, author, consultant, coach, storyteller, playwright, and DJ whose mission is to make work and business more humancentric. He holds an MA in Education from the University of Colorado, and a BA in English Literature and Film Studies from Vassar College, as well as accreditations and certifications in corporate culture, change management, and customer experience. Eryc believes work is more than just another four-letter word. He is the playwright of The Immunes and the author of Stop Engaging Employees: A Plea and a Plan for Humancentric Workplaces. Don’t forget! Eryc is pr...
2021-08-0931 min
All Things Considered CX with Bob AzmanCX3 Authors Podcast - Session 2This is the second episode in a series of podcasts with co-authors of our book Customer Experience 3 to discuss customer and employee experience in a post-pandemic world. Sandra Thompson, Serena Riley, Francesca Tempestini, and Marc Karschies join me for a lively discussion that will surely cause you to stop and think about where we are headed as we emerge from this pandemic. The global perspective these 4 authors bring to the podcast is truly inspiring for CX professionals working hard to create better experiences. You won’t want to miss the debate about virtual work environments among my guests that wil...
2021-08-0251 min
All Things Considered CX with Bob AzmanGavin Scott - Author, Finding GolddustGavin Scott is a Customer Experience expert. He has been delivering inspirational and entertaining seminars and workshops since 2009. He has over 20 years’ experience working in fast-paced market leading organisations, with key responsibilities ranging from managing tactical contact centre environments, to delivering forward thinking development interventions to all levels. Gavin has recently published his first book, “Finding Gold Dust” on how to create exceptional customer experiences. The book was launched in December 2020 and achieved “Number One Best Seller” status in three categories on Amazon, one of which was Customer Services. Gavin is a member of the CIPD and holds a Certificat...
2021-07-2635 min
All Things Considered CX with Bob AzmanCX3 Authors Podcast - Exploding CX MythsWe have not one but 4 CX professionals joining me today to "Explode CX Myths". Joanna Carr, Jessica Noble, Gustavo Imhof and Gregorio Uglioni, my co-authors of the book Customer Experience 3 join me for a lively discussion that generated a lot of discussion among my guests and will surely do the same for our listeners. A truly global perspective - UK, Norway and the US - helps shape our view of CX myths that may not always turn out to be as they appear. My guests don't hesitate to challenge the status quo!
2021-07-1945 min
All Things Considered CX with Bob AzmanAnita Siassios, Managing CXAnita Siassios is a highly respected and certified leader, with over 30 years’ experience working for Fortune’s top 20 Australian multinational organisations such as ANZ Banking Group, National Australia Bank and Commonwealth Bank. She is the founder of the award-winning, non-profit CXPA (Customer Experience Professionals Association) Melbourne Network where she has spearheaded CX in Australia. Her peripheral vision, research and experience in Privacy and Cyber Crime led to her establishing the Australian Affiliate of Women in Cyber Security (WiCyS) – a non-profit association dedicated to advancing, recruiting, and promoting women and female graduates in the field of Cyber Security. Anita is also an...
2021-07-1246 min
All Things Considered CX with Bob AzmanJeff Sheehan - author, Customer Experience Field ManualJeff Sheehan is a customer experience (CX) practitioner, CX author, and an active member of the global CX community. He is a passionate customer advocate whose work improves operational excellence and profitability, customer intimacy, and growth using pragmatic solutions built on the pillars of strategy, people, process, and technology. With over 25 years of working directly with customers, his CX experience comes from service delivery, service sales, service management, and advisory management consulting roles. Jeff developed deep skill and expertise in leadership, CX strategic planning, customer service operations, sales, digital technology programs and projects, and the use of customer feedback...
2021-06-2841 min
All Things Considered CX with Bob AzmanBrad Smith, Vector and Consortium for Service InnovationBrad Smith has had the privilege of leading organizations in their customer centric transformation at Symantec, Yahoo!, and Sage as their CCO/CMO. Across his 20+ years of leadership Brad has led global support and service functions for Oracle, Openwave, and Verisign as well as small start-ups. Currently, Brad is the President & Chairman of the Board for the Consortium for Service Innovation and through the work of the Consortium, has helped 100’s of customer service organization innovate better business models to deliver deep value to their customers while better engaging their employees to grow their businesses. He is also one of...
2021-06-2132 min
All Things Considered CX with Bob AzmanDiane Magers - Experience CatalystsPassionate experience transformation professional and change agent. Sherpa for new and developing customer and employee-obsessed leaders. Thought leader and innovator for ways of engaging associates and customers. Spirited entrepreneur. Skilled in business benefits development and systematically embedding experience into an organization. Believe that brands who win choose to focus on human and emotional elements. Develops the hearts and minds of others. Firm executor in the ‘pay it forward' model. Writer, speaker and artist.
2021-06-0729 min
All Things Considered CX with Bob AzmanBarbie Fink, Chair CXPA Board of DirectorsBarbie Fink is happily retired and currently serves as Chair on the Board of Directors for the Customer Experience Professionals Association (CXPA). She is most inspired when she witnesses the human transformation that occurs when people begin to see that for themselves. Barbie worked at Adobe for over 26 years with teams and leaders across the company to champion customer experience innovation and advocacy on a cross-functional basis. Barbie believes in the power of storytelling and that when combined with data, the human stories that are shared about real customer experiences instill empathy in leaders and a desire for positive...
2021-05-1835 min
All Things Considered CX with Bob AzmanGlen Brown, Customer Service - MSP International AirportGlen Brown is a customer experience professional at the Minneapolis-St. Paul International Airport (MSP). His unique approach to delivering the best experience possible to passengers traveling through and to the Twin Cities is award-winning! Glen shares his key ingredients to a great customer experience - something he does each time, every time. Forget about the "how-to" CX books, journey maps, and surveys. Listen to how someone on the front lines every day has discovered the secret of great experiences.
2021-05-0434 min
All Things Considered CX with Bob AzmanDan Pontefract, CEO The Pontefract GroupDan is the founder and CEO of The Pontefract Group, a firm that improves the state of leadership and organizational culture. He is the best-selling author of four books: LEAD. CARE. WIN. How to Become a Leader Who Matters, OPEN TO THINK, THE PURPOSE EFFECT and FLAT ARMY. A renowned speaker, Dan has presented at four different TED events and also writes for Forbes and Harvard Business Review. Dan is an adjunct professor at the University of Victoria, Gustavson School of Business and has garnered more than 20 industry awards over his career.
2021-04-2736 min
All Things Considered CX with Bob AzmanAlison Circle - Columbus LibraryAlison Circle, Chief Customer Experience Officer (CXO) for Columbus Metropolitan Library (CML), has more than 25 years marketing experience. As CXO she leads the library’s experience strategy through all channels of the organization and has developed CML’s award-winning Customer First Philosophy which drives CML’s customer-facing approach. She also leads programming, experience and design for the library’s new building program (14 libraries), including the Main Library. In 2017 she was chosen for a Global Impact Award from the Customer Experience Professional Association; she is a CCXP (Certified Customer Experience Professional) and, in 2018, was elected to the international board of the CXPA
2021-04-1932 min
All Things Considered CX with Bob AzmanCXPA Emerging LeadersThis year the Customer Experience Professionals Association (CXPA.org) announced a new and exciting award program for CX Emerging Leaders. The first 5 winners of this award – Gloria Gupta, Alec Dalton, Branden Schlosser, Laura Tramm and Danielle Wipperfurth join me for a lively session about their career journeys, lessons learned and future opportunities for growth in the CX profession. I’m joined by Derik Iverson of the CXPA who is the lead staff member for the award. Derik also shares an update on happenings at the CXPA.
2021-04-1252 min
All Things Considered CX with Bob AzmanNancy Porte, VP CX, Verint; Vice Chair CXPANancy Porte is the Vice President of Global Customer Experience for Verint. She focuses on bringing the voice of the customer into the organization and developing strategies to increase customer satisfaction, loyalty and retention. She has experience in developing differentiated customer experience through cross-functional collaboration and employee engagement programs. She is a Certified Customer Experience Professional (CCXP) and, as a customer experience thought leader, is a primary contributor to the Verint blog and a regular speaker at industry conferences.
2021-04-0529 min
All Things Considered CX with Bob AzmanJim Tincher, Heart of the CustomerHeart of the Customer founder Jim Tincher is a noted speaker, internationally recognized customer experience expert, and author of How Hard Is It to Be Your Customer? The definitive guide to customer journey mapping that helps companies drive customer-centric action to boost loyalty, satisfaction, and revenue.
2021-03-2228 min
All Things Considered CX with Bob AzmanKaren Black - Insight EdgeKaren Black has more than two decades of experience providing leadership development services to businesses in such key management areas as assessment, executive coaching, team building, and conflict resolution. Since 1991 Karen, through her company Insight Edge, has worked with multiple businesses and organizations to help them increase their overall organizational effectiveness, and substantially contribute to bottom line improvement. As both a coach and mentor to business leaders and executives, and management teams, Karen has consistently demonstrated that improved communication within companies is often the single most important feature of truly successful organizations.
2021-03-1528 min
All Things Considered CX with Bob AzmanSarah Bridges - Sarah Bridges Consulting (Coaching and Leadership Development)Sarah Bridges, Ph.D. and M.B.A., is the founder and leader of Bridges Consulting, with 25 years of experience as a psychologist, executive coach, speaker, writer, and leadership advisor. Dr. Bridges is known for offering challenging, yet practical, solutions to help people break through their own assumptions, discover their potential, and build cohesive teams. Dr. Bridges received her Bachelor of Arts in Psychology from Wesleyan University, her Doctorate in Psychology from the University of Minnesota, and an M.B.A. from Benedictine University.
2021-03-0125 min
All Things Considered CX with Bob AzmanStefan Osthaus, The Customer InstituteStefan has been a leader in Fortune 500 companies and an advisor to multinational organizations for more than 20 years. His passion and expertise have helped improve the experiences of millions of citizens, half a billion customers and hundreds of thousands of employees around the globe. As a thought leader and advisor, Stefan helps government entities and global organizations in B2B and B2C become more customer centric and more employee centric. As the president of the Customer Institute, Stefan and his global board of directors set the gold standard in customer experience and provide the recognition for excellence in...
2021-02-2228 min
All Things Considered CX with Bob AzmanRick King - Chair, Metropolitan Airports Commission - MSPRick King was reappointed to the Metropolitan Airports Commission by Governor Tim Walz in July 2019, at the same time being named Chair of the MAC board. He was first appointed to the Board in 2011 by Gov. Mark Dayton, who reappointed him in 2015. King is also past chair of both the MAC's Management and Operations Committee and the Planning, Development and Environment Committee.
2021-02-1528 min
All Things Considered CX with Bob AzmanLou Carbone - Experience EngineeringLou Carbone is the founder, president, and chief experience officer (CEO) of Experience Engineering®, Inc., a Minneapolis based consulting firm dedicated to customer, employee stakeholder experience optimization. He is the Author of Clued In: How to Keep Customers Coming Back Again and Again (Prentice Hall). Established in the late 1980s, Experience Engineering® has evolved the science of experience management to help some of the world’s largest organizations discover what really makes customers tick and offers solutions to help them increase customer advocacy, satisfaction, loyalty, and price elasticity.
2021-02-0832 min
All Things Considered CX with Bob AzmanJohn Goodman - 2 part series - part 2Mr. Goodman is Vice Chairman of Customer Care Measurement and Consulting (CCMC). The universal adages, “It costs five times as much to win a new customer as to keep an existing one.” and “Twice as many people hear about a bad experience as a good one.” are both based on his research. Harper Collins published the second edition of his book, “Strategic Customer Service”, in March, 2019. He has also published, “Customer Experience 3.0”, with the American Management Association in July, 2014.
2021-02-0129 min
All Things Considered CX with Bob AzmanJohn Goodman - 2 part series - Part 1Mr. Goodman is Vice Chairman of Customer Care Measurement and Consulting (CCMC). The universal adages, “It costs five timesas much to win a new customer as to keep an existing one.” and “Twice as many people hear about a bad experience as a good one.” are both based on his research. Harper Collins published the second edition of his book, “Strategic Customer Service”, in March, 2019. He has also published, “Customer Experience 3.0”, with the American Management Association in July, 2014.
2021-01-2532 min
All Things Considered CX with Bob AzmanAndrea Krohnberg - CX PractitionerAs a certified customer experience professional (CCXP), Andrea Krohnberg thrives on transforming insights into actions, teams into ambassadors, and customers into advocates. Currently, she’s building a customer experience (CX) practice within a global staffing organization. And in previous roles she established and grew a CX discipline at a leading nonprofit, was a CX consultant to Fortune 500 companies across a variety of industries and a senior manager at a global hospitality company.
2021-01-1128 min
All Things Considered CX with Bob AzmanChris Rios - CX Executive RecruiterChris is a founding member and Chief Experience Officer of Blue Rock Search. With over 15 years’ hospitality experience as an executive chef plus 10+ years recruiting executive-level talent under his belt, Chris’ customer-centric approach to recruiting led him to create a cohesive seamless ecosystem that provides tremendous value that goes well beyond Executive Search for his Clients, Candidates and Employees. Not only does Chris oversee the retained CX executive search practice, but he is also passionately dedicated to providing the optimum Concierge Experience to the entire Blue Rock Search community which spans across multiple industry verticals.
2021-01-0425 min
All Things Considered CX with Bob AzmanCarol KaemmererCarol Kaemmerer is an internationally recognized executive branding expert, speaker and author of the award-winning book LinkedIn for the Savvy Executive, Carol Kaemmerer creates powerful brand messaging for senior executives and their companies to increase their visibility, influence, and ability to steer their future. Carol shares her tips for CX professionals to expand their LinkedIn network and creating a personal brand to advance your career. A member of National Speakers Association and certified as a Virtual Presenter, Carol is also an Advisor to the C-Suite Network. The second edition of Carol’s book is available through online boo...
2020-12-1429 min
All Things Considered CX with Bob AzmanThe Business Value of CX - Greg TuckerGreg Tucker is CEO of Tucker & Company, a CX Transformation firm. He's an expert in the area of proving the business value of customer experience to executive leaders in a variety of industries. His direct, no-nonsense approach to customer experience can help CX professionals everywhere become experts at proving the value of CX.
2020-11-3028 min
All Things Considered CX with Bob AzmanWhat is CX?Greg Melia, CEO of the Customer Experience Professionals Association joins Bob Azman for a discussion on the work being done to define CX. We also discuss the great work underway in revising the CXPA vision and mission as it works towards being a more global and inclusive association.
2020-11-1731 min