All Things Considered CX with Bob Azman
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.
Episodes
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 experien...
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 ...
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 desi...
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 fo...
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...
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 con...
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 purchas...
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 lectur...
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...
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, ...
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 and leader among various trade 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 scalable content for purpose-drive...
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 executi...
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 ...
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; ...
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...
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 ...
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 a...
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...
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