All Things Considered CX with Bob Azman

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.

Valentin Radu is the CEO & Founder of Omniconvert. He leverages his industry expertise at Omniconvert — his SaaS company that provides growth solutions to mid-size eCommerce websites looking to become customer-centric. Omniconvert helps eCommerce companies find hidden gems in their data, improve Customer Lifetime Value and Customer Retention & deliver personalized customer experiences across all channels. Before anything else — Valentin Radu is a persevering experimenter. He has gone through various jobs, companies, and entrepreneurial ventures before identifying customers' real needs and defining the perfect go-to-market strategy. Nowadays, he is a Customer Value Optimization evangelist and international speaker, defining a new category and helping retailers grow.

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).

Since joining Givex in 2003, Brittain Brown has held various managerial roles in the National Accounts and Operations divisions and has been responsible for some of the company’s largest client successes. As President, Brown has driven Givex’s international expansion efforts and overseen the successful acquisition of new additions to the Givex family of companies. Givex is integrated with 1000+ technology partners, creating a fully end-to-end solution that delivers powerful customer insights. His leadership and passion for people have been instrumental in the company’s explosive growth. Brown graduated from Queen’s University with a B.A. in Economics.

Daniel Bakh is the CEO and co-founder of Fullview. He has a background in product-led growth, enterprise sales, and VC. He is also an angel investor with over 40 startups in his portfolio. He started Fullview in May 2021 after experiencing first-hand the frustrations and inefficiencies of giving and receiving customer support. Dorin Tarau is the CPO and co-founder of Fullview. He is an entrepreneur and previously founded the IT services and consulting company, Apidemia. Dorin has extensive experience providing technical customer support and struggled with how difficult it was to get full context on customer issues. He started Fullview in May 2021 to solve those challenges.