All Things Considered CX with Bob Azman

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. Her peripheral vision, research and experience in Privacy and Cyber Crime led to her establishing the Australian Affiliate of Women in Cyber Security (WiCyS) – a non-profit association dedicated to advancing, recruiting, and promoting women and female graduates in the field of Cyber Security. Anita is also an active member of the Australian Marketing Association, SOCAP (Australian Customer Service Associations), IAPP (International Association of Privacy Professionals) and British Psychological Society.

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 experience comes from service delivery, service sales, service management, and advisory management consulting roles. Jeff developed deep skill and expertise in leadership, CX strategic planning, customer service operations, sales, digital technology programs and projects, and the use of customer feedback data analytics. He acquired his depth of knowledge, skills, and accomplishments in customer engagement, working with various employers, solutions, industries, and clients.

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 and through the work of the Consortium, has helped 100’s of customer service organization innovate better business models to deliver deep value to their customers while better engaging their employees to grow their businesses. He is also one of their recognized Innovators. Brad is home based in Irvine CA and is Founder/President of Vector Business Navigation, Inc. – A customer experience / customer success Transformation Consulting Provider servicing global customers since 2015.

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 emotional elements. Develops the hearts and minds of others. Firm executor in the ‘pay it forward' model. Writer, speaker and artist.

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 and advocacy on a cross-functional basis. Barbie believes in the power of storytelling and that when combined with data, the human stories that are shared about real customer experiences instill empathy in leaders and a desire for positive change. Barbie received a BA in Psychology from the University of Maryland. She is a Certified Customer Experience Professional (CCXP), has a Green Belt in Lean Six Sigma, a LUMA certificate as a practitioner of human-centered design, and is a Net Promoter Certified Associate.

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, and surveys.  Listen to how someone on the front lines every day has discovered the secret of great experiences.  

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 is an adjunct professor at the University of Victoria, Gustavson School of Business and has garnered more than 20 industry awards over his career.

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 library’s new building program (14 libraries), including the Main Library. In 2017 she was chosen for a Global Impact Award from the Customer Experience Professional Association; she is a CCXP (Certified Customer Experience Professional) and, in 2018, was elected to the international board of the CXPA.

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 by Derik Iverson of the CXPA who is the lead staff member for the award. Derik also shares an update on happenings at the CXPA.

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 Experience Professional (CCXP) and, as a customer experience thought leader, is a primary contributor to the Verint blog and a regular speaker at industry conferences.