All Things Considered CX with Bob Azman: Recent Episodes
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All Things Considered CX, is a lively discussion about the challenges and opportunities facing organizations as they strive to improve their overall customer and employee experiences. Whether you are a well-seasoned executive or a new convert to the world of CX, our show addresses how to break through all the noise and focus on what matters in achieving better customer satisfaction, loyalty, and retention. In listening to our show you can expect discussions on timely topics, with guests across a wide spectrum of experience and industry knowledge coupled with provocative questions and actions you can utilize in your organization. Join us for All things considered, CX, and expect the unexpected.
Best of Summer Replay Series!
Mr. 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 latest National Customer Rage Study, 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”, with the American Management Association in July, 2014. Over the past 40 years, Mr. Goodman has managed more than 1,000 separate customer experience studies for 45 of the Fortune 100 as well as dozens of non-profit and government entities.
Building better customer relationships, one customer at a time.
Joining me on the All Things Considered CX podcast for this episode is Don Peppers. Don is one of the world’s most prolific experts when it comes to how businesses should deal with their customers and, with over 325,000 LinkedIn followers, he is recognized as one of the world’s most authoritative experts on the topic of “customer experience.” With business partner and co-author Dr. Martha Rogers, Peppers has authored or co-authored eleven business books, including their international best-seller The One to One Future: Building Relationships One Customer at a Time (Doubleday, 1993) and Customer Experience: What, How and Why Now (BookBaby, 2016).
Best of Summer Replay Series! Named one of the 6 top personal branding experts in 2022 by The American Reporter, Carol Kaemmerer is also a professional speaker and author of the award-winning book: LinkedIn for the Savvy Executive: Promote Your Brand with Authenticity, Tact and Power. Published in it’s 2nd Edition in 2021, Carol’s book has won multiple awards including BookAuthority’s Best LinkedIn Books of All Time award, two awards from International Book Awards, and has been selected by The C-Suite Network as one of the top 100+ Best Business Books. Carol specializes in strategies for using LinkedIn as a personal branding and business development tool. In addition to her one-on-one executive branding work with senior leaders, Carol is a popular speaker and member of the National Speakers Association.
Uku Tomikas is the CEO of Messente Communications. He is an advocate for honest entrepreneurship and an expert in telecommunications with extensive knowledge of fraud, global markets and business messaging. Besides being the leader of Messente, he is also a father, a high-school teacher and a yoga instructor with a military background. He enjoys an active lifestyle filled with sports, literature and creative challenges.
Ken has over two decades of experience in the customer experience research with industry experience in retail, technology, hospitality, financial services, automotive and transportation with a recent focus on financially linked business insights, SaaS deployments, and CX consultation. With a background in Mathematical Operations Research, he’s eager to find ways that companies can be more profitable through truly actionable insights into data. Ken has also had the privilege of helping clients to improve their customer engagement in travel, sports and media to better understand how to make use of the vast quantities of data that is now available but often underutilized and misinterpreted. Delivering relevant insights, fact-based execution, and bottom-line results which has led to multiple publications and 2 US CXA Awards in 2022.
Roy 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 is a prolific writer, speaker, webinar presenter, and podcaster as well as an industry analyst. He holds a masters certificate in advanced management strategy from Tulane University’s Freeman School of Business.
A seasoned professional with over 30 years of experience in leadership and talent development, Bob has worked with multiple Fortune 500 companies. Prior to starting his own business in 1999, he managed a 150-employee placement agency for a Fortune 1000 company. While at Thomson Reuters, as a Director of Coaching and Executive Development, he accumulated 900+ hours of coaching internal mid-level leaders. After eight years at Thomson, he took on the challenge to build a $2.5M Executive Coaching business for a professional services firm, where he designed and implemented best-practice leader
development solutions. Bob completed a master’s degree in Business Communications from the University of St. Thomas in 2011. Bob is certified in a variety of assessments including Zenger Folkman 360, Marshall Goldsmith Process, MBTI, Behavioral Styles, DiSC, and Korn Ferry Suite of tools.
Tom DeWitt, Ph.D. is the Director of CXM@MSU, an entity dedicated to the advancement of customer experience management (CXM), and a fixed-term faculty member in the Department of Marketing of the Broad College of Business at Michigan State University. As the Director of CXM@MSU, Dr. DeWitt has created North America’s first academic program in customer experience management (Masters of Science in Customer Experience Management - MS-CXM) and hosts industry conferences twice each year for organizations to share best practices in CXM. Tom’s research interests lie in the areas of consumer behavior and services marketing. For more than a decade Dr. DeWitt has also provided customer experience management (CXM) solutions to organizations and audiences around the world through consulting, workshops and presentations. Prior to joining academia, Tom enjoyed a career in the hospitality industry, where he served in senior management roles in the USA and Asia.
Worth another listen!! Listen 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.
Worth another listen! Listen 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.
Howard is the Wall Street Journal bestselling author of Winning Digital Customers: The Antidote to Irrelevance which was recently listed by Forbes as “One of the ten most important business books of 2021.” Howard was named by IDG as “One of The Top 10 Digital Transformation Influencers to Follow Today,” and by Enterprise Management 360° as “One of the Top 10 Digital Transformation Influencers That Will Change Your World.” Prior to founding his own companies, Howard spent 18 years with Ernst & Young Consulting which then became part of Capgemini, one of the world’s leading global consulting firms, where he helped launch their digital practice. Howard speaks regularly at major industry conferences and is proud to have been on the faculty of the NYU Tisch School of the Arts, his alma mater. He is a frequent contributor to CIO Magazine.
James 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’.
Mark 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.
Joseph 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 achievements include winning the Asian Brand Excellence Award and being named as one of the Top 10 thought leaders in Customer Service by Global Gurus. He received his master's and doctorate from the University of Southern California.
The 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.
Nate 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 Customer Experience for Arise Virtual Solutions and can be found at a variety of conferences speaking and training on the CX topics he loves.
CXPA 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.
CXPA 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.
Current 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.
Mr. 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”, with the American Management Association in July, 2014. Over the past 40 years, Mr. Goodman has managed more than 1,000 separate customer experience studies for 45 of the Fortune 100 as well as dozens of non-profit and government entities.
Dennis 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 Marketing at the University of Wisconsin-Madison
Dave 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.
Listen 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.
Anyone 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 enables companies to visualize, standardize, and scale journey management so that their business goals align with customer needs.
Listen 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.
Annette 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 of a customer-centric culture. She is a Certified Customer Experience Professional (CCXP) and an official member of the Forbes Coaches Council.
Joel 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.
Zach 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.
Jeff 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 industry’s largest conferences.
Eric 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 customers. Regardless of the client he’s working with he claims “take my work seriously, but not myself” as his professional motto.
The 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 celebrate all things women on the All Things Considered CX podcast.
Steve 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 better decisions using information technology. In 2018, Steve and his team created the CX Leader Podcast which now has over 180 episodes and has become a leading resource to leaders who are driving a customer-centric culture and strategy.
Duncan 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 of coffee and so far... that is accurate!
Chris 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.
Serena 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 insights to non-magical industries. Her goal is to show how the Disney Approach can be applied to any industry, promoting a people-centric approach to business which includes employees. Sandra Thompson is a consultant (eievolution.com) in customer experience, employee experience and she’s a remote work enthusiast. She’s a formal and informal educator in this space. She runs the Applied Customer Experience and Emotional Intelligence course, she's an emotional intelligence coach (the first Goleman Emotional Intelligence coach in the UK) and she lectures part time at Pearson Business School in London.
Awarded 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 isn't in a Zoom room, you will find her walking on the coasts of her beautiful island of Jersey!
Lynn 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.
Rob 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 help others who are on that same path. LivePerson, currently serves over 18,000 clients, with 1,200 employees worldwide. Beyond his decades of work at LivePerson, Rob's interests extend past his business and reflect his close ties to New York City and his journey as an entrepreneur and humanitarian.
Alex 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.
Jon 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 landmark study on the ROI of customer experience is one of the most widely cited pieces of research in his industry.
A 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 has been interviewed by The Wall Street Journal, USA TODAY, Variety, Washington Post and many more.
Mr. 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, “Strategic Customer Service”, in March, 2019. He has also published, “Customer Experience 3.0”, with the American Management Association in July, 2014. Over the past 40 years, Mr. Goodman has managed more than 1,000 separate customer experience studies for 45 of the Fortune 100 as well as dozens of non-profit and government entities.
This 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 in the importance of taking a human approach to the delivery of great service and experiences. He has acted as the chair of judges in industry customer experience awards and has also been named as a global leader and influencer in the CX sphere by Customer Experience Magazine and My Customer Magazine among others. Miles is the founder of Humanized CX and CX Wales. His experience in technology, service and experience combined with a degree in Psychology has provided a unique lens in humanizing the customer experience.
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, Karen. They have six daughters, one son, and 12 grandchildren.
Donna 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 new book is Onboarding Matters: How Successful Companies Transform New Customers into Loyal Champion.
Nathan 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 service provider can recreate. Nathan lives in Greenville with wife Pam and their four children. Learn more about Nathan, Fortis, and What Rich Clients Want at www.NathanFoy.com.
Roy 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 Global Customer Experience Thought Leaders and Influencers of 2020.” He was HDI's 2019 Lifetime Achievement Award honoree. He holds a masters certificate in advanced management strategy from Tulane University’s Freeman School of Business.
Rick 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.
Bryan 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.
Mark 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.
Lee 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 in various executive positions with the Marriott Corporation and eight years with Hilton Hotels. Lee is the best-selling author of four books on leadership, management and world class customer service: 1) Creating Magic…10 Common Sense Leadership Strategies from a Life at Disney is now available in 21 languages; 2) The Customer Rules...The 39 Essential Rules for Delivering Sensational Service is currently available in 15 languages; 3) Time Management Magic…How to Get More Done Every Day; and 4) Career Magic…How to Stay on Track to Achieve a Stellar Career. Lee and his wife Priscilla reside in Orlando, Florida. Lee enjoys teaching leadership, management, and service excellence seminars, traveling, dining out and most of all spending time with his three grandchildren, Jullian, Margot, and Tristan.
Sirte 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 the CX Hall of Fame. The CXPA has also awarded her with the Extra Mile Award. She has written three books on people experiences, two out of which are global #1 bestsellers. When Sirte is not playing with LEGO bricks with her clients, she is passionately championing CX in the Nordics, South-East Asia and beyond and is a familiar face in international CX Awards juries and on conference stages around the world.
Eryc 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 providing a free ebook to our podcast listeners that explains the key principles of humancentric workplaces and businesses. Click on the link to access the ebook. https://www.eryceyl.com/bob
This 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 will challenge your thinking on this important subject!
Gavin 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 Certificate in Training Practice as well as a degree in Business Management. He is also a member of the Professional Speakers Association and is a full member of this association.
We 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!
Anita 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 active member of the Australian Marketing Association, SOCAP (Australian Customer Service Associations), IAPP (International Association of Privacy Professionals) and British Psychological Society.
Jeff 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 data analytics. He acquired his depth of knowledge, skills, and accomplishments in customer engagement, working with various employers, solutions, industries, and clients.
Brad 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 their recognized Innovators. Brad is home based in Irvine CA and is Founder/President of Vector Business Navigation, Inc. – A customer experience / customer success Transformation Consulting Provider servicing global customers since 2015.
Passionate 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.
Barbie 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 change. Barbie received a BA in Psychology from the University of Maryland. She is a Certified Customer Experience Professional (CCXP), has a Green Belt in Lean Six Sigma, a LUMA certificate as a practitioner of human-centered design, and is a Net Promoter Certified Associate.
Glen 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.
Dan 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.
Alison 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.
This 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.
Nancy 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.
Heart 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.
Karen 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.
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.
Stefan 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 the world of customer centricity.
Rick 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.
Lou 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.
Mr. 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.
Mr. 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.
As 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.
Chris 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.
Carol 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 booksellers.
Greg 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.
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.