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LikedChef Shuai Wang was the runner-up on the 22nd season of Bravo’s Top Chef and is the force behind two standout restaurants in Charleston, South Carolina—Jackrabbit Filly and King BBQ—where he brings together the flavors of his childhood in Beijing and the spirit of the South in some pretty unforgettable ways. He grew up just a short walk from Tiananmen Square, in a tiny home with no electricity or running water, where his grandmother often cooked over charcoal. Later, in Queens, New York, his mom taught herself to cook—her first dishes were a little salty, but they were always made with love. And somewhere along the way, Shuai learned that cooking wasn’t just about food—it was about taking care of people. After years working in New York kitchens, he made his way to Charleston and started building something that feels entirely his own. Today, we’re talking about how all those experiences come together on the plate, the family stories behind his cooking, and what it’s been like to share that journey on national TV. Learn more about your ad choices. Visit podcastchoices.com/adchoices…
Why Humans Still Matter: Balancing Automation and Empathy in Customer Service, with Matt Taylor
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Content provided by Robert Azman. All podcast content including episodes, graphics, and podcast descriptions are uploaded and provided directly by Robert Azman or their podcast platform partner. If you believe someone is using your copyrighted work without your permission, you can follow the process outlined here https://ppacc.player.fm/legal.
Welcome back to All Things Considered CX! In today’s episode, host Bob Azman sit down with Matt Taylor, Co-Founder and CPO of Knowbl, a cutting-edge company transforming customer experience with conversational AI and automation.
Matt shares his unconventional journey from consulting to launching Knowbl amid the pandemic, drawing on deep experience in innovation labs and product management.
Together, they dive into what’s really happening on the front lines of AI in customer service—from separating real business value from “solution chasing,” to mapping the customer journey and turning contact centers into true experience hubs.
Tune in for an honest look at the challenges and opportunities facing organizations leveraging AI, why not every call should be automated, and what the future holds for customer experience as technology evolves.
Whether you’re a CX pro, an executive, or just curious about the future of AI in business, you won’t want to miss Matt’s practical advice and candid industry insights!
129 episodes
ShareManage episode 482520463 series 2876000
Content provided by Robert Azman. All podcast content including episodes, graphics, and podcast descriptions are uploaded and provided directly by Robert Azman or their podcast platform partner. If you believe someone is using your copyrighted work without your permission, you can follow the process outlined here https://ppacc.player.fm/legal.
Welcome back to All Things Considered CX! In today’s episode, host Bob Azman sit down with Matt Taylor, Co-Founder and CPO of Knowbl, a cutting-edge company transforming customer experience with conversational AI and automation.
Matt shares his unconventional journey from consulting to launching Knowbl amid the pandemic, drawing on deep experience in innovation labs and product management.
Together, they dive into what’s really happening on the front lines of AI in customer service—from separating real business value from “solution chasing,” to mapping the customer journey and turning contact centers into true experience hubs.
Tune in for an honest look at the challenges and opportunities facing organizations leveraging AI, why not every call should be automated, and what the future holds for customer experience as technology evolves.
Whether you’re a CX pro, an executive, or just curious about the future of AI in business, you won’t want to miss Matt’s practical advice and candid industry insights!
129 episodes
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1 Episode Highlights: David Edelman and Alex Mead 23:26
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Play Later Play Later Lists Like LikedIn this special highlights episode, we bring together the sharpest takes from two of our most insightful guests: David Edelman and Alex Mead . Together, they explore the evolving landscape of customer experience , personalization , and the rise of AI in service delivery — but from two very different angles. David Edelman, former CMO at Aetna and a pioneer in customer-centric digital transformation, shares why "customer experience is the product" , how AI can be used to delight and empower customers, and what the future of hyper-personalized services looks like. Meanwhile, Alex Mead, a no-nonsense customer service experience strategist, passionately critiques the over-hyped CX buzzwords and defends the vital role of customer service leadership in delivering real, contextual help — not just brand polish. 🎧 What You’ll Learn in This Episode: Why customer experience is becoming the true differentiator for modern brands The 5 customer promises in personalization: Empower me, Know me, Show me, Reach me, Delight me How AI enables smarter, data-driven service delivery (without being creepy) The dangers of lumping marketing and customer service into a single CX bucket The critical need for embedded, real-time, contextual support Why empowering front-line service agents (and AI) makes or breaks customer loyalty…
1 Episode Highlights: David Edelman and Alex Mead 23:26
23:26 Play Later Play Later Lists Like Liked23:26
Play Later Play Later Lists Like LikedIn this special highlights episode, we bring together the sharpest takes from two of our most insightful guests: David Edelman and Alex Mead . Together, they explore the evolving landscape of customer experience , personalization , and the rise of AI in service delivery — but from two very different angles. David Edelman, former CMO at Aetna and a pioneer in customer-centric digital transformation, shares why "customer experience is the product" , how AI can be used to delight and empower customers, and what the future of hyper-personalized services looks like. Meanwhile, Alex Mead, a no-nonsense customer service experience strategist, passionately critiques the over-hyped CX buzzwords and defends the vital role of customer service leadership in delivering real, contextual help — not just brand polish. 🎧 What You’ll Learn in This Episode: Why customer experience is becoming the true differentiator for modern brands The 5 customer promises in personalization: Empower me, Know me, Show me, Reach me, Delight me How AI enables smarter, data-driven service delivery (without being creepy) The dangers of lumping marketing and customer service into a single CX bucket The critical need for embedded, real-time, contextual support Why empowering front-line service agents (and AI) makes or breaks customer loyalty…
1 Why Emotions and Behavioral Science Drive Business Results, with Nick Bond 35:17
35:17 Play Later Play Later Lists Like Liked35:17
Play Later Play Later Lists Like LikedWelcome back to another episode of All Things Considered CX! In today’s conversation, Bob Azman sits down with Nick Bond, founder of Apex, to dive deep into the evolving world of customer experience, behavioral science, and the impact of AI on business. Nick shares his journey from traditional research and marketing roles to launching Apex, a company on the forefront of using data and motivation science to truly understand what drives customer decisions—and what it takes to move the needle on customer engagement and lifetime value. Together, Bob and Nick break down the shortcomings of metrics like NPS, the resurgence of customer lifetime value, and why understanding customer emotion is key to delivering experiences that inspire action—whether you’re in B2C or B2B. From uncovering the power of “joy” in even the most unexpected places, to activating insights from your company’s untapped data, this episode is packed with eye-opening insights on how to create value for customers and, just as importantly, get value from them. Ready to challenge old assumptions about customer engagement and discover how AI can fuel both better service and smarter growth? Let’s jump in!…
1 Why Emotions and Behavioral Science Drive Business Results, with Nick Bond 34:58
34:58 Play Later Play Later Lists Like Liked34:58
Play Later Play Later Lists Like LikedWelcome back to another episode of All Things Considered CX! In today’s conversation, Bob Azman sits down with Nick Bond, founder of Apex, to dive deep into the evolving world of customer experience, behavioral science, and the impact of AI on business. Nick shares his journey from traditional research and marketing roles to launching Apex, a company on the forefront of using data and motivation science to truly understand what drives customer decisions—and what it takes to move the needle on customer engagement and lifetime value. Together, Bob and Nick break down the shortcomings of metrics like NPS, the resurgence of customer lifetime value, and why understanding customer emotion is key to delivering experiences that inspire action—whether you’re in B2C or B2B. From uncovering the power of “joy” in even the most unexpected places, to activating insights from your company’s untapped data, this episode is packed with eye-opening insights on how to create value for customers and, just as importantly, get value from them. Ready to challenge old assumptions about customer engagement and discover how AI can fuel both better service and smarter growth? Let’s jump in!…
1 Why Employee Experience Drives Customer Success, with Annette Franz 32:20
32:20 Play Later Play Later Lists Like Liked32:20
Play Later Play Later Lists Like LikedWelcome back to another episode of the All Things Considered CX Podcast! In this engaging conversation, Bob Azman reconnects with Annette Franz, Chief Experience Officer of CX Journey, Inc., and a true thought leader in the world of customer and employee experience. Annette shares insights from her impressive 33-year career—including her start at J.D. Power and Associates—and dives into the central themes of her latest book, "Employee Understanding." Together, Bob and Annette explore why so many organizations are stuck in the basics of experience management, often overlooking the vital connection between employee experience (EX) and customer experience (CX). Annette makes a compelling case for focusing on culture as the foundation of a thriving workplace, revealing the three pillar framework at the heart of her new book. They discuss why imposing rigid "rules" doesn’t work, how workplaces can truly operationalize their values, and why governance—often seen as a negative—is actually a force for positive collaboration when done right. Plus, Annette addresses the often-overlooked shortcomings in recruiting and onboarding and offers practical advice for any leader aiming to create an employee-centric organization. If you’re looking for actionable ideas to disrupt the status quo and drive lasting change in both customer and employee experience, you won’t want to miss the lessons and stories Annette shares in this illuminating episode.…
1 Why Employee Experience Drives Customer Success, with Annette Franz 32:41
32:41 Play Later Play Later Lists Like Liked32:41
Play Later Play Later Lists Like LikedWelcome back to another episode of the All Things Considered CX Podcast! In this engaging conversation, Bob Azman reconnects with Annette Franz, Chief Experience Officer of CX Journey, Inc., and a true thought leader in the world of customer and employee experience. Annette shares insights from her impressive 33-year career—including her start at J.D. Power and Associates—and dives into the central themes of her latest book, "Employee Understanding." Together, Bob and Annette explore why so many organizations are stuck in the basics of experience management, often overlooking the vital connection between employee experience (EX) and customer experience (CX). Annette makes a compelling case for focusing on culture as the foundation of a thriving workplace, revealing the three pillar framework at the heart of her new book. They discuss why imposing rigid "rules" doesn’t work, how workplaces can truly operationalize their values, and why governance—often seen as a negative—is actually a force for positive collaboration when done right. Plus, Annette addresses the often-overlooked shortcomings in recruiting and onboarding and offers practical advice for any leader aiming to create an employee-centric organization. If you’re looking for actionable ideas to disrupt the status quo and drive lasting change in both customer and employee experience, you won’t want to miss the lessons and stories Annette shares in this illuminating episode.…
1 Why Humans Still Matter: Balancing Automation and Empathy in Customer Service, with Matt Taylor 31:29
31:29 Play Later Play Later Lists Like Liked31:29
Play Later Play Later Lists Like LikedWelcome back to All Things Considered CX! In today’s episode, host Bob Azman sit down with Matt Taylor, Co-Founder and CPO of Knowbl, a cutting-edge company transforming customer experience with conversational AI and automation. Matt shares his unconventional journey from consulting to launching Knowbl amid the pandemic, drawing on deep experience in innovation labs and product management. Together, they dive into what’s really happening on the front lines of AI in customer service—from separating real business value from “solution chasing,” to mapping the customer journey and turning contact centers into true experience hubs. Tune in for an honest look at the challenges and opportunities facing organizations leveraging AI, why not every call should be automated, and what the future holds for customer experience as technology evolves. Whether you’re a CX pro, an executive, or just curious about the future of AI in business, you won’t want to miss Matt’s practical advice and candid industry insights!…
1 Why Humans Still Matter: Balancing Automation and Empathy in Customer Service, with Matt Taylor 31:49
31:49 Play Later Play Later Lists Like Liked31:49
Play Later Play Later Lists Like LikedWelcome back to All Things Considered CX! In today’s episode, host Bob Azman sit down with Matt Taylor, Co-Founder and CPO of Knowbl, a cutting-edge company transforming customer experience with conversational AI and automation. Matt shares his unconventional journey from consulting to launching Knowbl amid the pandemic, drawing on deep experience in innovation labs and product management. Together, they dive into what’s really happening on the front lines of AI in customer service—from separating real business value from “solution chasing,” to mapping the customer journey and turning contact centers into true experience hubs. Tune in for an honest look at the challenges and opportunities facing organizations leveraging AI, why not every call should be automated, and what the future holds for customer experience as technology evolves. Whether you’re a CX pro, an executive, or just curious about the future of AI in business, you won’t want to miss Matt’s practical advice and candid industry insights!…
1 How AI Can Improve or Destroy Customer Service Experiences, with Alex Mead 33:39
33:39 Play Later Play Later Lists Like Liked33:39
Play Later Play Later Lists Like LikedWelcome to a brand-new episode of All Things Considered CX! In today’s thought-provoking conversation, host Bob Azman sits down with customer service experience leader Alex Mead for a candid look at what’s wrong with today’s CX practices—and how real transformation starts by getting back to the basics. Alex dives deep into his unique CSX (Customer Service Experience) philosophy and why he’s on a mission to separate service from the marketing noise that’s “ruining customer experience.” You’ll hear Alex passionately break down his EPIC framework—Easy, Personalized, Intuitive, and Contextual—and share hard-won insights on making technology like AI work for the customer, instead of just chasing cost savings. If you’re ready for an honest, sometimes unfiltered discussion about the pain points customers really face, and how practitioners, not just consultants, can drive CX that actually works, this episode is for you. Get inspired to challenge the status quo, put customer needs first, and advocate for change that adds real value—all while picking up actionable ideas to elevate your own customer service game. Tune in as we kick off a new season with practical wisdom, industry stories, and a no-nonsense approach to CX that will have you rethinking everything you thought you knew about customer experience.…
1 How AI Can Improve or Destroy Customer Service Experiences, with Alex Mead 33:23
33:23 Play Later Play Later Lists Like Liked33:23
Play Later Play Later Lists Like LikedWelcome to a brand-new episode of All Things Considered CX! In today’s thought-provoking conversation, host Bob Azman sits down with customer service experience leader Alex Mead for a candid look at what’s wrong with today’s CX practices—and how real transformation starts by getting back to the basics. Alex dives deep into his unique CSX (Customer Service Experience) philosophy and why he’s on a mission to separate service from the marketing noise that’s “ruining customer experience.” You’ll hear Alex passionately break down his EPIC framework—Easy, Personalized, Intuitive, and Contextual—and share hard-won insights on making technology like AI work for the customer, instead of just chasing cost savings. If you’re ready for an honest, sometimes unfiltered discussion about the pain points customers really face, and how practitioners, not just consultants, can drive CX that actually works, this episode is for you. Get inspired to challenge the status quo, put customer needs first, and advocate for change that adds real value—all while picking up actionable ideas to elevate your own customer service game. Tune in as we kick off a new season with practical wisdom, industry stories, and a no-nonsense approach to CX that will have you rethinking everything you thought you knew about customer experience.…
1 Creating Engaging Workplaces: The Secret to Crecera Brands' Success 33:51
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Play Later Play Later Lists Like LikedIn this episode of the All Things Considered CX, host Bob Azman is joined by Scott Eichstad and Ted Itschert from Crecera Brands. With a focus on authenticity and customer experience, Scott and Ted share their journey of transforming the customer service landscape within their organization. With nearly 60 years of shared experience, they discuss the challenges and strategies involved in breaking down silos, improving contact center operations, and fostering a customer-centric culture. Gain insights from their stories of leadership, dedication, and the essential role of passion in driving customer engagement and satisfaction. If you're ready to rethink and elevate your customer experience approach, this episode is packed with valuable lessons and inspiration.…
1 Creating Engaging Workplaces: The Secret to Crecera Brands' Success 34:08
34:08 Play Later Play Later Lists Like Liked34:08
Play Later Play Later Lists Like LikedIn this episode of the All Things Considered CX, host Bob Azman is joined by Scott Eichstad and Ted Itschert from Crecera Brands. With a focus on authenticity and customer experience, Scott and Ted share their journey of transforming the customer service landscape within their organization. With nearly 60 years of shared experience, they discuss the challenges and strategies involved in breaking down silos, improving contact center operations, and fostering a customer-centric culture. Gain insights from their stories of leadership, dedication, and the essential role of passion in driving customer engagement and satisfaction. If you're ready to rethink and elevate your customer experience approach, this episode is packed with valuable lessons and inspiration.…
1 Creating Craveworthy Exceptional Restaurant Experiences for Consumers (ft. Gregg Majewski, Craveworthy Brands)) 28:30
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Play Later Play Later Lists Like LikedGregg Majewski joins me on the podcast to discuss how to use technology to create better experiences as well as putting the consumer first in every aspect of your business . Creating craveworthy experiences for consumers in the restaurant business. Gregg Majewski is the Founder and CEO of Craveworthy Brands and the former CEO of Jimmy John’s. With over 23 years of experience as a senior executive in the restaurant industry, he has implemented and restructured companywide operational standards while driving growth and innovation. As CEO of Jimmy John’s, Majewski played a pivotal role in expanding the gourmet sandwich franchise from 33 to over 300 locations, implementing the widely known “freaky fast” delivery strategy. Since founding Craveworthy Brands in 2023, he has focused on revitalizing legacy brands, pioneering emerging concepts and building a growing portfolio of groundbreaking QSR and fast casual brands that align with his vision for the future of dining.…
1 2025: The Year of The BIG STAY and The GREAT DETACHMENT. Build Your BRAND Using The Rules of 3's! (Ft. Carol Kaemmerer) 27:45
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Play Later Play Later Lists Like LikedCarol is back! It’s great to welcome Carol Kaemmerer back to the podcast. In this episode, Carol talks about 2025 – the year of the big stay and the great detachment! She also talks about building your personal brand – by using the rule of 3’s! Are you concerned about your current role, your career, your personal brand, your LinkedIn profile? Carol took what seemed like shockingly bad news and turned it into an amazing opportunity. After a surprise downsizing in the Fortune 500 company she served as a consultant, Carol found that her 20 years of marketing communications experience provided the perfect set-up for helping professionals build their online brand. LinkedIn, she recognized, is an integral part of that brand-building. But many brilliant leaders, are unable to articulate their brand effectively on LinkedIn, and that was a weak link in their online reputation. She is a #1 Best-Selling author of the award-winning book, LinkedIn for the Savvy Executive, now in its Second Edition.…
1 The Eighth Notch. Conscious Consumerism. Eco-conscious Consumers. Integrated Sustainability (Ft. Mike Robinson - The Eighth Notch) 32:06
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Play Later Play Later Lists Like LikedWhat a great episode to end 2024! Conscious Consumerism. Eco-conscious consumers. The Eighth Notch. Integrating sustainability into the core touchpoints of the customer journey. With over 25 years of leadership experience in the retail industry, Mike Robinson is a valuable addition to the founding team of The Eighth Notch, t8notch.com, a technology platform focused on sustainable last-mile deliveries. His expertise in digital retail growth, product management and technology delivery, gained through roles at Macys.com , Gap Inc., IBM, and PwC Consulting, make him a sought-after strategic advisor to several early-stage start-ups. Additionally, Robinson serves as an Independent Board member of Vista Outdoors, Inc www.t8notch.com…
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All Things Considered CX with Bob Azman
1 Transforming Your CX From The Teenage Years To Early Adulthood Through A Digital First Experience (Ft. Andrew Carothers - CISCO System) 36:38
36:38 Play Later Play Later Lists Like Liked36:38
Play Later Play Later Lists Like LikedI’m wrapping up the year with our continuing exploration of the effective utilization of AI in improving your organization’s customer experience. My guest on this episode of the All Things Considered CX podcast is Andrew Carothers, CCXP. Andrew Carothers is a Customer Experience executive known for developing innovative CX strategies that grow revenue, increase renewal rates, and expedite customer adoption. He recently suggested that the state of CX is characterized as being in our teenage years. On our podcast, he talks about how we’ve advanced to early adulthood! A founding member of Cisco System’s CX function, he helped build the function focusing on digital experience and partners. He’s a 12-time International Customer Experience award winner, and frequently writes and speaks on CX topics. #CX #CXM #AI #DigitalExperience #CustomerExperience…
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All Things Considered CX with Bob Azman
1 Personalized: Customer Strategy in the Age of AI. Harnessing the Power of AI (ft. David Edelman) 36:43
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Play Later Play Later Lists Like LikedThe Five Promises of Personalization. Harnessing the power of AI to personalize the customer experience. Exploding the myth of proving the ROI of CX. This and so much more to talk about with our guest David Edelman on the All Things Considered CX Podcast with Bob Azman. David is the co-author of the new book Personalized. Customer Strategy in the Age of AI. He is a senior lecturer at Harvard Business School, an executive adviser and board member to brands and technology providers, and an adviser to BCG. Previously, David was chief marketing officer at Aetna and has worked with dozens of companies on personalization, AI, and agile marketing at BCG and Digitas. Forbes has repeatedly named him one of the Top 20 Most Influential Voices in Marketing, and Ad Age has named him a Top 20 Chief Marketing and Technology Officer. Join us for a fascinating conversation on how to differentiate your brand in the age of AI. Brand and CX are one in the same and David provides great examples to prove his point.…
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All Things Considered CX with Bob Azman
1 Leveraging AI to Improve Growth and Your Organization's Customer Experience (ft. Kevin Dean) 36:31
36:31 Play Later Play Later Lists Like Liked36:31
Play Later Play Later Lists Like Liked“Terrified, mortified, petrified, stupefied” by AI? Then you’ve come to the right place to eliminate these fears and trepidations! Joining me on this episode of the All Things Considered CX podcast with Bob Azman is Kevin J. Dean, Founder & CEO of ManoByte a technology services company specializing in business process automation, CRM, and intelligent automation. Kevin is leading AI-driven business transformation and dedicated his career to helping businesses thrive in the digital age. With over two decades of experience, Kevin’s expertise has enabled enterprises to leverage AI for significant growth. We cover a lot of interesting topics in this episode. Kevin’s straightforward style eliminates the confusion and provides a clear focus on how best to achieve the most benefits from AI and technology overall. He shares case studies to exemplify his perspective. #CX #AI #AIinCX #Customerexperience #customerexperiencemanagement #CXM #MSU…
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All Things Considered CX with Bob Azman
1 Building Brand Loyalty Through Unboxing Marketing... End-To-End Customer Experience (ft. Tyler Delarm) 30:14
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Play Later Play Later Lists Like LikedAs CX professionals, we often talk about the experience has to be “end-to-end”. But too often we forget steps along the way – including what happens when the customer’s package arrives and they “unbox it”. Is it personal or generic? Does it make them smile or grimace? In this episode of the All Things Considered CX podcast, Tyler DeLarm joins us to talk about “unboxing marketing” strategies. Tyler is a seasoned business leader with a reputation for building and guiding successful teams. Fueled by a passion for helping brands unlock their potential, he has spent his career redefining how companies engage with their employees and customer base. But Tyler is not just about the data and revenue. He brings a distinctive leadership style to UnDigital that fosters a supportive and inclusive environment.…
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All Things Considered CX with Bob Azman
1 AI. Offshoring. Delight. Rage. What is the Impact to Revenue, Reputation and Loyalty? (Ft. John Goodman) 37:02
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Play Later Play Later Lists Like LikedHe’s back! And does he have some great new research, insights and perspectives to share on this episode of the All Things Considered CX podcast. John Goodman joins me to talk about AI, Offshoring, Delighting customers, the latest info related to focused research on CPG customer delight and so much more! John has joined me several times in the past and always has an informative, thought-provoking topic to discuss and this conversation is no different. John 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. CX metrics are always hot topics but John’s straightforward, no-nonsense approach to them is refreshing! #CXM #CX #CXMPodcast #AI #customerexperience…
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All Things Considered CX with Bob Azman
1 Unlocking The Emotional Drivers of Human Decisions to Create Powerful Stories & Experience (ft. Ian Baer) 32:07
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Play Later Play Later Lists Like LikedIan Baer, Founder and Chief Soothsayer, has been solving marketing’s greatest challenges for over three decades. He has spent his career helping major brands achieve extraordinary success and challenger brands box above their weight class in leadership roles with Publicis Groupe, TBWA, Rapp, Deutsch and others, and was named to Campaign US’ Digital 40 Over 40. A prominent thought leader all aspects of marketing, Ian has spoken at numerous conferences and podcasts discussing trends in consumer behavior. In addition to founding sooth in 2023, Ian is the brand storytelling practice lead for Kestrel Consultants and sits on the Ithaca College Customer Experience Board.…
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All Things Considered CX with Bob Azman
1 #1 Executive Coach #1 Leadership Thinker In The World! Featured Guest: Marshall Goldsmith 42:40
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Play Later Play Later Lists Like LikedBest of summer replay!! If you missed it the first time, now’s your chance to hear the top leadership thinker in the world! Marshall Goldsmith is the only two-time winner of the Thinkers 50 Award for #1 Leadership Thinker in the World. He has been ranked as the #1 Executive Coach in the World and a Top Ten Business Thinker for the past eight years. Dr. Goldsmith is the author or editor of 36 books, including three New York Times bestsellers, that have sold over 2.5 million copies and been listed bestseller in 12 countries. His books, What Got You Here Won’t Get You There and Triggers have been recognized by Amazon.com as two of the Top 100 Leadership & Success Books Ever Written.…
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All Things Considered CX with Bob Azman
1 Can Investing in CX Double Your Revenues? The Research is Here To Prove It! ft. Greg Tucker 32:02
32:02 Play Later Play Later Lists Like Liked32:02
Play Later Play Later Lists Like LikedCan CX really double your revenues? Is your C-suite looking for the value of investing in CX? Great questions! And my guest on this episode of the All Things Considered CX podcast has the answers! Greg Tucker, CCXP is CEO of Tucker & Company, a Customer Experience advisory firm working with global leaders to develop on-brand customer experiences that drive breakthrough business results. His clients include Oracle, Microsoft, DocuSign, Wells Fargo, GE, AT&T and PepsiCo. He has been a leader in the CX community, receiving the CXPA Innovation Award, named a Who’s Who of CX and a CX Expert as well as CIO Review’s Most Promising Customer Experience Management Service Provider in 2023. Mr. Tucker has an MBA from Stanford University’s Graduate School of Business and led the CX role as part of the C-Suite at AAA and Copart. His research on generating CX revenue and demonstrating the value of investing in CX will inspire you! Brought to you by CX of M, CX of M radio, and InnovativeCX. Also available on YouTube @MSUCXM.…
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All Things Considered CX with Bob Azman
1 Experience Rules! Explore The Experience Operating System 37:53
37:53 Play Later Play Later Lists Like Liked37:53
Play Later Play Later Lists Like LikedDiane Magers and Michael Hinshaw, authors of the new book, Experience Rules, join me on this episode of the podcast. Michael is the founder and president of customer experience consultancy McorpCX and recognized on over a dozen "Top Global CX Influencers" lists. He's also co-author of the best-selling books Smart Customers, Stupid Companies: Why Only Intelligent Companies Will Thrive, and How to Be One of Them, and Experience Rules! The Experience Operating System (XOS) and 8 Keys to Enable It, with Diane Magers. Diane is a seasoned executive and change catalyst in Experience Management. Founder and CEO of Experience Catalysts. Chair Emeritus and former CEO of the Customer Experience Professionals Association. With a master’s in clinical psychology and an MBA, coupled with certifications in various aspects of experience management, Diane’s goal is to drive meaningful change and foster lasting relationships in our community, for brands and their customers, employees, and partners for aligned purpose and outcomes.…
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All Things Considered CX with Bob Azman
Marshall Goldsmith is the only two-time winner of the Thinkers 50 Award for #1 Leadership Thinker in the World. He has been ranked as the #1 Executive Coach in the World and a Top Ten Business Thinker for the past eight years. Dr. Goldsmith is the author or editor of 36 books, including three New York Times bestsellers, that have sold over 2.5 million copies and been listed bestseller in 12 countries. His books, What Got You Here Won’t Get You There and Triggers have been recognized by Amazon.com as two of the Top 100 Leadership & Success Books Ever Written.…
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All Things Considered CX with Bob Azman
Neal is a teacher, coach, author, and speaker who is a determined believer in putting people first as the key to better business. His vision is a world where workplaces and customer spaces are focused on people helping people succeed. His background includes decades of experience in a variety of industries. He has written over 500 blog posts and two amazing books. His latest, recently released book, Giving a $#!+: How A Willingness to Be Inconvenienced Can Transform Your Business, Work, and Life, offers readers a plan for making businesses more human.…
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All Things Considered CX with Bob Azman
Eryc Eyl is a speaker, coach, and consultant with more than 30 years of experience in making work more human in a variety of industries and organizations. He believes in a world in which work is more than just a four-letter word, but part of path to greater satisfaction, fulfillment, self-actualization, and flourishing. Eryc is also a storyteller, playwright, and DJ. His first book, Stop Engaging Employees: Start Making Work More Human, was published in January 2024.…
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All Things Considered CX with Bob Azman
Is 2024 the year of Great Uncertainty? Are you concerned about your current role, your career, your personal brand, your LinkedIn profile? Then take a listen to our guest on the All Things Considered CX Podcast with Bob Azman. Carol Kaemmerer took what seemed like shockingly bad news and turned it into an amazing opportunity. After a surprise downsizing in the Fortune 500 company she served as a consultant, Carol found that her 20 years of marketing communications experience provided the perfect set-up for helping professionals build their online brand. LinkedIn, she recognized, is an integral part of that brand-building. But many brilliant leaders, are unable to articulate their brand effectively on LinkedIn, and that is a weak link in their online reputation. Since 2011, Carol has focused her communications expertise on helping C-suite executives and senior leaders use LinkedIn powerfully, creating positioning and messaging that reflects their business passion with authenticity. She is a #1 Best-Selling author of the award-winning book, LinkedIn for the Savvy Executive, now in its Second Edition. Carol is a professional member of the National Speakers Association, a Certified Virtual Presenter, an Advisor to the C-Suite Network, and an Esteemed Faculty member of its Thought Council and Women’s Coaching and Consulting Council.…
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All Things Considered CX with Bob Azman
1 Rhonda L. Bowen, Global Strategic Communication Guide 32:59
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Play Later Play Later Lists Like LikedRhonda L. Bowen is a global strategic communication guide with over 40 years of experience. An American living in Germany since 1983, she has worked with people from more than 70 countries. Since 1988 she has brought insights and support to thousands of BEST professionals (business, engineering, science, and technology). Through improved communication, her clients save resources and enhance their success. Her programs and services include online and offline facilitation, individual and team coaching, and programs for professional services providers and organizations. She supports others through her interactive sessions called Success Swarms, building on the idea of swarm intelligence in nature. These are based on the principle of wispiration in action, a combination of wisdom and inspiration shared in the group to provide options for finding practical ways to apply what has been learned.…
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All Things Considered CX with Bob Azman
A Pioneer. A Legend. A Passionate Leader. I am so pleased to welcome Jeanne Bliss to the 100th episode of the All Things Considered CX Podcast with Bob Azman. Jeanne, CEO and Founder of Customer Bliss, guides companies to the achievement of business growth through leadership bravery and elevated business practices. She is known globally for transforming business to earn customer-driven growth. A 5-time Chief Customer Officer and coach to over 20,000 leaders, her practices are field-tested and proven. Bliss' 5-Competencies for customer-driven growth have been adopted around the world, and her 4 best-selling books on customer experience and leadership are the guidebooks of the CX Profession. Jeanne Bliss has delivered over 1,500 transformative keynotes globally, has coached over 20,000 leaders on leading to elevate their company in the marketplace, with sustainable growth. Jeanne Bliss is the cofounder of the Customer Experience Professionals Association and is fondly known as the “godmother” of customer experience. What a great way to celebrate this milestone event!…
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All Things Considered CX with Bob Azman
1 Kevin Bollom, VP Quality and Customer Experience, Trane 33:53
33:53 Play Later Play Later Lists Like Liked33:53
Play Later Play Later Lists Like LikedDo you know what your “Say – Do” ratio is? Fascinating conversation about service management with practitioner, Kevin Bollom. Kevin is vice president of Quality and Customer Experience for Trane Technologies’ Commercial HVAC Americas business – which goes to market as Trane®. Kevin is responsible for transforming customer experience to achieve a new level of customer satisfaction. His team is responsible for Trane’s customer satisfaction program, quality improvement efforts across all business processes and the technical support teams. A more than 20-year veteran of the company, Kevin most recently led Trane’s Services business, delivering growth and new technology across North America. Before joining Trane, Kevin worked for Medtronic, Inc. within the medical device field and with Kimberly-Clark within the consumer products field.…
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All Things Considered CX with Bob Azman
Bryan Clayton isn't just another CEO; he's a visionary and a groundbreaker. As the mastermind behind GreenPal, an innovative online marketplace dubbed the "Uber for lawn care" by Entrepreneur magazine, he's revolutionizing the way homeowners connect with local lawn care pros. Boasting over 200,000 active users, GreenPal pulses with thousands of transactions daily, a testament to Bryan's knack for understanding market needs. But here's the twist: GreenPal isn’t Bryan’s first rodeo. Before this digital marvel, he birthed Peachtree Inc., transforming it into one of Tennessee's landscaping giants. Under his leadership, it soared to an impressive $10 million in annual revenue, ultimately catching the eye of Lusa Holdings which acquired it in 2013. Diving deeper into Bryan's passion, you'll find a fervor for entrepreneurialism, marketing, and the art of bootstrapping businesses from humble beginnings to soaring success. His journey from zero to profitability, and then to a grand exit, offers invaluable insights for budding entrepreneurs and seasoned business veterans alike.…
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All Things Considered CX with Bob Azman
1 Kevin Wilde, University of Minnesota, Leadership Development, Author 31:15
31:15 Play Later Play Later Lists Like Liked31:15
Play Later Play Later Lists Like LikedCoachability. “The goal is to regain that early-career habit to learn more, to be more coachable and to expand your leadership effectiveness and career potential”, according to our guest on the All Things Considered CX Podcast with Bob Azman. Kevin D. Wilde currently serves as an Executive Leadership Fellow at the @Carlson School of Management, University of Minnesota. He teaches applied leadership in several graduate courses. His current research topics include leadership coachability, executive derailment, and contemporary talent development. In 2015, he concluded a thirty-four-year corporate career in leadership and talent development at General Electric and General Mills. In this episode We talk at length about a variety of ways to improve your coachability and leadership development as well as discuss his new book, Coachability, The Leadership Superpower. A must-listen for CX professionals seeking to advance their careers!…
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All Things Considered CX with Bob Azman
1 Joe Wheeler, Author, The Digital First Customer Experience 35:32
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Play Later Play Later Lists Like LikedJoe Wheeler is an internationally recognized best-selling author, speaker, and consultant. He is the CEO of CX/Digital a subsidiary of The Service Profit Chain Institute (SPCI), a Boston-based consulting firm he co-founded with Professors Len Schlesinger, James Heskett, and W. Earl Sasser of the Harvard Business School. In 2002, he and Shaun Smith co-authored the best-seller: Managing the Customer Experience. He followed it up in 2008 with The Ownership Quotient, co-authored with James Hesket and Earl Sasser, Jr. His latest book, The Digital-First Customer Experience was released in July of 2023 and describes the design strategies of leading brands including Nike, Amazon, CEMEX, Starbucks, and others. Prior to co-founding The Service Profit Chain Institute, he held executive roles at Bank of America, and The Forum Corporation and earned an MBA from Edinburgh Business School.…
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All Things Considered CX with Bob Azman
1 Matt Watkinson, Author: Mastering Uncertainty 42:47
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Play Later Play Later Lists Like LikedMatt is an internationally renowned business author and speaker. He won the CMI's Management Book of the Year for his first book, The Ten Principles Behind Great Customer Experiences, considered by many to be the definitive book on the subject. His second book - The Grid: The Decision-making Tool for Every Business (Including Yours) was published by Random House to critical acclaim. His third book — Mastering Uncertainty — co-authored with the investor and entrepreneur Csaba Konkoly —was released in April 2023. As a speaker has addressed industry leaders at every kind of organization imaginable, from Microsoft to the FBI. He is the co-founder of Methodical, a customer experience and strategy consultancy; a Senior Visiting Fellow at Bayes Business School (Formerly Cass), City University London; and a venture partner at Tiller Partners, a Los Angeles based VC fund. He lives in Santa Monica, California.…
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All Things Considered CX with Bob Azman
1 Best of Summer Replay Series - John Goodman (from May 15) 33:25
33:25 Play Later Play Later Lists Like Liked33:25
Play Later Play Later Lists Like LikedBest 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.…
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All Things Considered CX with Bob Azman
1 Best of Summer Replay Series - Don Peppers (from April 3) 34:37
34:37 Play Later Play Later Lists Like Liked34:37
Play Later Play Later Lists Like LikedBuilding 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).…
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All Things Considered CX with Bob Azman
1 Best of Summer Replay Series- Carol Kaemmerer (from Jan 9) 34:40
34:40 Play Later Play Later Lists Like Liked34:40
Play Later Play Later Lists Like LikedBest 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.…
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All Things Considered CX with Bob Azman
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.…
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All Things Considered CX with Bob Azman
Stacy Sherman joins me on my latest podcast episode. She’s the host of her own podcast DoingCXRight. Known for her Heart & ScienceTM framework that produces profitable clients and brand loyalty--fueled by an empowered and valued workforce. Stacy Sherman’s been walking the talk for 25 years as a strategist and practitioner at companies of all sizes and industries. Her Why: To Influence and cultivate deeper connections and authentic relationships so that people have more fulfilling experiences in business and life.…
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All Things Considered CX with Bob Azman
1 John Goodman, National Customer Rage Survey Discussion of Results 33:25
33:25 Play Later Play Later Lists Like Liked33:25
Play Later Play Later Lists Like LikedMr. 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.…
A
All Things Considered CX with Bob Azman
As Chief Customer Officer for Playvox, Emily Gray is focused on creating extraordinary experiences for customers at every touchpoint and interaction. Emily leads the CX teams including Technical Support, Solutions Consulting, Services and Delivery, Onboarding, and Customer Success Management. Before Playvox, she served in several senior customer success and digital experience roles with for a variety of organizations, including Interactions LLC, LifeLock, and New World Restaurant Group. Emily has spoken on the topic of CX and is a frequent speaker on digital transformation, customer experience, training and workforce management optimization, and customer engagement topics. Emily earned a M.B.A. from the University of Arizona, Eller College of Management, and a B.A. in Spanish from Arizona State University. She resides in Orlando, Florida with her husband and three children.…
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All Things Considered CX with Bob Azman
Valentin Radu is the CEO & Founder of Omniconvert. He leverages his industry expertise at Omniconvert — his SaaS company that provides growth solutions to mid-size eCommerce websites looking to become customer-centric. Omniconvert helps eCommerce companies find hidden gems in their data, improve Customer Lifetime Value and Customer Retention & deliver personalized customer experiences across all channels. Before anything else — Valentin Radu is a persevering experimenter. He has gone through various jobs, companies, and entrepreneurial ventures before identifying customers' real needs and defining the perfect go-to-market strategy. Nowadays, he is a Customer Value Optimization evangelist and international speaker, defining a new category and helping retailers grow.…
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All Things Considered CX with Bob Azman
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).…
A
All Things Considered CX with Bob Azman
Since joining Givex in 2003, Brittain Brown has held various managerial roles in the National Accounts and Operations divisions and has been responsible for some of the company’s largest client successes. As President, Brown has driven Givex’s international expansion efforts and overseen the successful acquisition of new additions to the Givex family of companies. Givex is integrated with 1000+ technology partners, creating a fully end-to-end solution that delivers powerful customer insights. His leadership and passion for people have been instrumental in the company’s explosive growth. Brown graduated from Queen’s University with a B.A. in Economics.…
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