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 published, “Customer Experience 3.0”, with the American Management Association in July, 2014.

Mr. Goodman is Vice Chairman of Customer Care Measurement and Consulting (CCMC). The universal adages, “It costs five timesas 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 published, “Customer Experience 3.0”, with the American Management Association in July, 2014.

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 companies across a variety of industries and a senior manager at a global hospitality company.

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 and Employees. Not only does Chris oversee the retained CX executive search practice, but he is also passionately dedicated to providing the optimum Concierge Experience to the entire Blue Rock Search community which spans across multiple industry verticals.

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 and creating a personal brand to advance your career.  A member of National Speakers Association and certified as a Virtual Presenter, Carol is also an Advisor to the C-Suite Network. The second edition of Carol’s book is available through online booksellers.

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.