All Things Considered CX with Bob Azman

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 le...

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...

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...

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 fro...

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...

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 trai...

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 Highe...

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 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 jo...

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, an...

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 consum...

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 Expe...

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 transf...

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 respecte...

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. Havin...

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...

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:...

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...

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 t...

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 passio...

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...

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...