All Things Considered CX with Bob Azman

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.

Greg Melia, Bryan Sander and Amy Shioji from the CXPA board join the podcast to discuss what's new for 2023, their visions for how our profession and association can continue to evolve as well as the key strategies being pursued by the board this year. As CX professionals, they also share insights on the state of CX today and in the future as well as share their words of wisdom to CX professionals across the globe. It's a great way to learn about the premier association for customer experience professionals and how you can take advantage of the many resources available as a member! 

Kip M. Knippel, Esq., President & CEO, Kip Search. Kip has learned that clients like to have a quarterback or “go-to” person they can talk to about their strategic talent needs. He likes being in that quarterback role for the clients we serve. The large network of relationships Kip has developed within the national business and legal communities, along with his broad technical recruiting expertise, enable him to bring the right resources to help our clients solve their most difficult executive recruiting, talent acquisition and business challenges. He joins the podcast to share his thoughts on the best way to pursue your next career opportunity. Multiple years while in private law practice, Kip was named a Minnesota Super Lawyers Rising Star. Kip earned his B.A., cum laude, in English and Communication from St. John’s University and his J.D. from William Mitchell College of Law.

Dr. Sarah Bridges, Ph.D., is the founder and leader of Bridges, with 25 years 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 is also committed to the Minneapolis-St. Paul, Minnesota rich nonprofit community, working for several nonprofit organizations. Dr. Bridges received her Bachelor of Arts in Psychology from Wesleyan University, her Doctorate in Psychology from the University of Minnesota, and an MBA from Benedictine University.

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.