All Things Considered CX with Bob Azman

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...

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. H...

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...

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 an...

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 emo...

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 an...

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,...

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 i...

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...

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...

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...

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 substantiall...

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...

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 becom...

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 experien...

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...

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...

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 com...

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 a...

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 an...

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.