All Things Considered CX with Bob Azman

World traveler, basketball enthusiast, gamer, and founder of Wicked Cushions.

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 a...

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...

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...

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 C...

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 ind...

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+...

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 convers...

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 channel...

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 featu...

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 plat...

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...

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 humanita...

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...

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...

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 offer...

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...

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 Associate...

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 Cl...

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 s...

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 ES...

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, m...

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 custom...

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 perspectiv...

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 publ...