All Things Considered CX with Bob Azman

Welcome back to All Things Considered CX! In today’s episode, Bob Azman sits down with CX legend John Goodman, for a fascinating conversation on the evolution of customer experience and the science behind customer loyalty.From the basement of Harvard Law to pioneering the use of 800 numbers and developing cutting-edge economic models, John takes us through his decades-long journey shaping how companies listen to and delight their customers.You’ll hear insights on the impact of regulatory changes—like the move to all-natural food colorings—and how communicating product changes can lead to customer friction.John unpacks the all-important “rage study,” revealing why customer anger is on the rise, the shifting landscape of digital complaints, and what really satisfies (and delights) customers today. Plus, he shares how tapping frontline employees and leveraging AI can turn wild ideas into powerful innovations.Whether you’re a CX pro or just interested in customer relationships, you’ll leave this episode with actionable strategies, compelling data, and some real talk about what it takes to build loyalty in today’s fast-changing world. Don’t miss John’s practical tips on using the voice of the customer, ROI modeling, and the secret power of transparency—plus some great stories from the front lines of customer service. Tune in!

Welcome back to All Things Considered CX! In today’s episode, Bob Azman sits down with CX legend John Goodman, for a fascinating conversation on the evolution of customer experience and the science behind customer loyalty.From the basement of Harvard Law to pioneering the use of 800 numbers and developing cutting-edge economic models, John takes us through his decades-long journey shaping how companies listen to and delight their customers.You’ll hear insights on the impact of regulatory changes—like the move to all-natural food colorings—and how communicating product changes can lead to customer friction.John unpacks the all-important “rage study,” revealing why customer anger is on the rise, the shifting landscape of digital complaints, and what really satisfies (and delights) customers today. Plus, he shares how tapping frontline employees and leveraging AI can turn wild ideas into powerful innovations.Whether you’re a CX pro or just interested in customer relationships, you’ll leave this episode with actionable strategies, compelling data, and some real talk about what it takes to build loyalty in today’s fast-changing world. Don’t miss John’s practical tips on using the voice of the customer, ROI modeling, and the secret power of transparency—plus some great stories from the front lines of customer service. Tune in!

In this special highlights episode, host Bob Azman features standout moments from two dynamic conversations—with Tyler DeLarm of Undigital and Mike Robinson of The Eighth Notch.Tyler dives into the power of personalized unboxing and how it builds emotional brand loyalty.Mike explores how AI, automation, and sustainability are reshaping retail and customer expectations.Whether you're in CX, marketing, or retail, this episode offers fresh perspectives and actionable ideas for creating more authentic customer experiences.🎧 Guests:Tyler Delarm – Head of Marketing at UndigitalMike Robinson – Founding member of The Eighth Notch, former exec at Gap & Macy’sKey Takeaway:Personalization and purpose aren’t optional—they’re how brands win loyalty in today’s world.

In this special highlights episode, host Bob Azman features standout moments from two dynamic conversations—with Tyler DeLarm of Undigital and Mike Robinson of The Eighth Notch.Tyler dives into the power of personalized unboxing and how it builds emotional brand loyalty.Mike explores how AI, automation, and sustainability are reshaping retail and customer expectations.Whether you're in CX, marketing, or retail, this episode offers fresh perspectives and actionable ideas for creating more authentic customer experiences.🎧 Guests:Tyler Delarm – Head of Marketing at UndigitalMike Robinson – Founding member of The Eighth Notch, former exec at Gap & Macy’sKey Takeaway:Personalization and purpose aren’t optional—they’re how brands win loyalty in today’s world.

In 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 brandsThe 5 customer promises in personalization: Empower me, Know me, Show me, Reach me, Delight meHow AI enables smarter, data-driven service delivery (without being creepy)The dangers of lumping marketing and customer service into a single CX bucketThe critical need for embedded, real-time, contextual supportWhy empowering front-line service agents (and AI) makes or breaks customer loyalty

In 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 brandsThe 5 customer promises in personalization: Empower me, Know me, Show me, Reach me, Delight meHow AI enables smarter, data-driven service delivery (without being creepy)The dangers of lumping marketing and customer service into a single CX bucketThe critical need for embedded, real-time, contextual supportWhy empowering front-line service agents (and AI) makes or breaks customer loyalty

Welcome 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!

Welcome 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!

Welcome 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.

Welcome 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.