All Things Considered CX with Bob Azman

Heart of the Customer founder Jim Tincher is a noted speaker, internationally recognized customer experience expert, and author of How Hard Is It to Be Your Customer? The definitive guide to customer journey mapping that helps companies drive customer-centric action to boost loyalty, satisfaction, and revenue.

Karen Black has more than two decades of experience providing leadership development services to businesses in such key management areas as assessment, executive coaching, team building, and conflict resolution. Since 1991 Karen, through her company Insight Edge, has worked with multiple businesses and organizations to help them increase their overall organizational effectiveness, and substantially contribute to bottom line improvement. As both a coach and mentor to business leaders and executives, and management teams, Karen has consistently demonstrated that improved communication within companies is often the single most important feature of truly successful organizations.

Sarah Bridges, Ph.D. and M.B.A., is the founder and leader of Bridges Consulting, with 25 years of experience as a psychologist, executive coach, speaker, writer, and leadership advisor. Dr. Bridges is known for offering challenging, yet practical, solutions to help people break through their own assumptions, discover their potential, and build cohesive teams. Dr. Bridges received her Bachelor of Arts in Psychology from Wesleyan University, her Doctorate in Psychology from the University of Minnesota, and an M.B.A. from Benedictine University.

Stefan has been a leader in Fortune 500 companies and an advisor to multinational organizations for more than 20 years. His passion and expertise have helped improve the experiences of millions of citizens, half a billion customers and hundreds of thousands of employees around the globe. As a thought leader and advisor, Stefan helps government entities and global organizations in B2B and B2C become more customer centric and more employee centric. As the president of the Customer Institute, Stefan and his global board of directors set the gold standard in customer experience and provide the recognition for excellence in the world of customer centricity.

Rick King was reappointed to the Metropolitan Airports Commission by Governor Tim Walz in July 2019, at the same time being named Chair of the MAC board. He was first appointed to the Board in 2011 by Gov. Mark Dayton, who reappointed him in 2015. King is also past chair of both the MAC's Management and Operations Committee and the Planning, Development and Environment Committee.

Lou Carbone is the founder, president, and chief experience officer (CEO) of Experience Engineering®, Inc., a Minneapolis based consulting firm dedicated to customer, employee stakeholder experience optimization. He is the Author of Clued In: How to Keep Customers Coming Back Again and Again (Prentice Hall). Established in the late 1980s, Experience Engineering® has evolved the science of experience management to help some of the world’s largest organizations discover what really makes customers tick and offers solutions to help them increase customer advocacy, satisfaction, loyalty, and price elasticity.

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.