All Things Considered CX with Bob Azman

Eryc Eyl is a speaker, coach, and consultant with more than 30 years of experience in making work more human in a variety of industries and organizations. He believes in a world in which work is more than just a four-letter word, but part of path to greater satisfaction, fulfillment, self-actualization, and flourishing. Eryc is also a storyteller, playwright, and DJ. His first book, Stop Engaging Employees: Start Making Work More Human, was published in January 2024. 

Is 2024 the year of Great Uncertainty? Are you concerned about your current role, your career, your personal brand, your LinkedIn profile? Then take a listen to our guest on the All Things Considered CX Podcast with Bob Azman. Carol Kaemmerer took what seemed like shockingly bad news and turned it into an amazing opportunity. After a surprise downsizing in the Fortune 500 company she served as a consultant, Carol found that her 20 years of marketing communications experience provided the perfect set-up for helping professionals build their online brand. LinkedIn, she recognized, is an integral part of that brand-building. But many brilliant leaders, are unable to articulate their brand effectively on LinkedIn, and that is a weak link in their online reputation. Since 2011, Carol has focused her communications expertise on helping C-suite executives and senior leaders use LinkedIn powerfully, creating positioning and messaging that reflects their business passion with authenticity. She is a #1 Best-Selling author of the award-winning book, LinkedIn for the Savvy Executive, now in its Second Edition. Carol is a professional member of the National Speakers Association, a Certified Virtual Presenter, an Advisor to the C-Suite Network, and an Esteemed Faculty member of its Thought Council and Women’s Coaching and Consulting Council.

Rhonda L. Bowen is a global strategic communication guide with over 40 years of experience. An American living in Germany since 1983, she has worked with people from more than 70 countries. Since 1988 she has brought insights and support to thousands of BEST professionals (business, engineering, science, and technology). Through improved communication, her clients save resources and enhance their success. Her programs and services include online and offline facilitation, individual and team coaching, and programs for professional services providers and organizations. She supports others through her interactive sessions called Success Swarms, building on the idea of swarm intelligence in nature. These are based on the principle of wispiration in action, a combination of wisdom and inspiration shared in the group to provide options for finding practical ways to apply what has been learned.

A Pioneer. A Legend. A Passionate Leader. I am so pleased to welcome Jeanne Bliss to the 100th episode of the All Things Considered CX Podcast with Bob Azman. Jeanne, CEO and Founder of Customer Bliss, guides companies to the achievement of business growth through leadership bravery and elevated business practices. She is known globally for transforming business to earn customer-driven growth. A 5-time Chief Customer Officer and coach to over 20,000 leaders, her practices are field-tested and proven. Bliss' 5-Competencies for customer-driven growth have been adopted around the world, and her 4 best-selling books on customer experience and leadership are the guidebooks of the CX Profession. Jeanne Bliss has delivered over 1,500 transformative keynotes globally, has coached over 20,000 leaders on leading to elevate their company in the marketplace, with sustainable growth. Jeanne Bliss is the cofounder of the Customer Experience Professionals Association and is fondly known as the “godmother” of customer experience. What a great way to celebrate this milestone event!

Do you know what your “Say – Do” ratio is? Fascinating conversation about service management with practitioner, Kevin Bollom. Kevin is vice president of Quality and Customer Experience for Trane Technologies’ Commercial HVAC Americas business – which goes to market as Trane®. Kevin is responsible for transforming customer experience to achieve a new level of customer satisfaction. His team is responsible for Trane’s customer satisfaction program, quality improvement efforts across all business processes and the technical support teams.  A more than 20-year veteran of the company, Kevin most recently led Trane’s Services business, delivering growth and new technology across North America.  Before joining Trane, Kevin worked for Medtronic, Inc. within the medical device field and with Kimberly-Clark within the consumer products field.

Bryan Clayton isn't just another CEO; he's a visionary and a groundbreaker. As the mastermind behind GreenPal, an innovative online marketplace dubbed the "Uber for lawn care" by Entrepreneur magazine, he's revolutionizing the way homeowners connect with local lawn care pros. Boasting over 200,000 active users, GreenPal pulses with thousands of transactions daily, a testament to Bryan's knack for understanding market needs. But here's the twist: GreenPal isn’t Bryan’s first rodeo. Before this digital marvel, he birthed Peachtree Inc., transforming it into one of Tennessee's landscaping giants. Under his leadership, it soared to an impressive $10 million in annual revenue, ultimately catching the eye of Lusa Holdings which acquired it in 2013. Diving deeper into Bryan's passion, you'll find a fervor for entrepreneurialism, marketing, and the art of bootstrapping businesses from humble beginnings to soaring success. His journey from zero to profitability, and then to a grand exit, offers invaluable insights for budding entrepreneurs and seasoned business veterans alike.

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.