Coachability. “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 episodeWe 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!

Joe 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.

Matt 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.

Best 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.

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).

Best 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.

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.

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.

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.

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.