All Things Considered CX with Bob Azman

Tom DeWitt, Ph.D. is the Director of CXM@MSU, an entity dedicated to the advancement of customer experience management (CXM), and a fixed-term faculty member in the Department of Marketing of the Broad College of Business at Michigan State University. As the Director of CXM@MSU, Dr. DeWitt has created North America’s first academic program in customer experience management (Masters of Science in Customer Experience Management - MS-CXM) and hosts industry conferences twice each year for organizations to share best practices in CXM. Tom’s research interests lie in the areas of consumer behavior and services marketing. For more than a decade Dr. DeWitt has also provided customer experience management (CXM) solutions to organizations and audiences around the world through consulting, workshops and presentations. Prior to joining academia, Tom enjoyed a career in the hospitality industry, where he served in senior management roles in the USA and Asia.

Worth another listen!! Listen to 3 authors from the latest best-selling 4th edition of the Customer Experience series. Gabriela Ciupitu, Faran Niaz and Peter Verheijde join the podcast to discuss their careers, the chapters they wrote, the importance of managing experiences and words of wisdom from across the globe. This roundtable provides the listener insight into the topics covered in this new edition from 3 respected authors with broad experience in working for and helping organizations achieve better customer experiences.

Worth another listen! Listen to 3 authors from the latest best-selling 4th edition of the Customer Experience series. Greg Uglioni, Carolene Meli and Kristin Haynes join the podcast to discuss their careers, the chapters they wrote, the importance of storytelling and words of wisdom from across the globe. This roundtable provides the listener insight into the topics covered in this new edition from 3 respected authors with broad experience in working for and helping organizations achieve better customer experiences. 

Howard is the Wall Street Journal bestselling author of Winning Digital Customers: The Antidote to Irrelevance which was recently listed by Forbes as “One of the ten most important business books of 2021.” Howard was named by IDG as “One of The Top 10 Digital Transformation Influencers to Follow Today,” and by Enterprise Management 360° as “One of the Top 10 Digital Transformation Influencers That Will Change Your World.” Prior to founding his own companies, Howard spent 18 years with Ernst & Young Consulting which then became part of Capgemini, one of the world’s leading global consulting firms, where he helped launch their digital practice. Howard speaks regularly at major industry conferences and is proud to have been on the faculty of the NYU Tisch School of the Arts, his alma mater. He is a frequent contributor to CIO Magazine.

James Dodkins used to be an actual, real-life, legitimate, award-winning rockstar. He played guitar in a heavy metal band, released albums, and tore up stages all over the world, James is now the CX Evangelist at Pegasystems where he researches the mindsets, principals and philosophies of companies that deliver ‘Rockstar Customer Experiences’. He shares those strategies through transformative training, engaging video content and inspiring keynote talks. James is also a two time #1 Best Selling Author and the Ex-host of Amazon Prime’s weekly topical CX show, ‘This Week In CX’.

Mark Slatin is the CEO and Founder of Empowered CX, an independent consulting practicededicated to helping leaders accelerate their path to scalable growth by empowering them to delight their customers, consistently. He celebrated his 8th year as a Certified Customer Experience Professional and serves on the Customer Experience Professionals Association Board of Directors where he chairs the Higher Education subcommittee. Mark brings a value to his clients that’s quite rare, he spent 9 years as a practitioner, leading the CX efforts from launch to maturity.

Joseph A. Michelli, Ph.D., C.S.P., is an internationally sought-after speaker, author, and organizational consultant who transfers his knowledge of exceptional business practices in ways that develop joyful and productive workplaces with a focus on customer experience. His insights encourage leaders and frontline workers to grow and invest passionately in all aspects of their lives. Joseph holds the Certified Speaking Professional designation from the National Speakers Association (NSA). He is a member of the Authors Guild, an editorial board member for the Beryl Institute's Patient Experience Journal (PXJ) and is on the founders' council of CustomerExperienceOne. Other achievements include winning the Asian Brand Excellence Award and being named as one of the Top 10 thought leaders in Customer Service by Global Gurus. He received his master's and doctorate from the University of Southern California.

The Customer Experience Profession recently lost a colleague and friend, Chris Rios, Blue Rock Executive Search. Chris was an advocate and supporter of all things CX especially as it related to helping CX professionals advance their careers. A two-time guest on the podcast, Chris brought a new and refreshing perspecitve to career development. On this special edition of the podcast, Diane Magers joins me to reflect on Chris's life and the learnings he shared with all of us to become better professionals in both our work and personal lives. 

Nate Brown is a perpetual student of the world’s greatest experiences and the people who create them. Having spent the first decade of this career managing a complex technical support environment for Occupational Health and eLearning software, Nate transitioned to Customer Experience in 2015. After authoring The CX Primer, Brown was dubbed the “CX Influencer of the Year” by CloudCherry in 2019, and a top global CX thought leader by ICMI, Exceeders, Netomi, Martech and many more. As a passion project, Nate created CX Accelerator, a first-class virtual community for Customer Experience professionals. Nate currently serves as the Senior Director of Customer Experience for Arise Virtual Solutions and can be found at a variety of conferences speaking and training on the CX topics he loves.

CXPA newly appointed Regional Council Leaders, Ashima Bhagat, Catherine Gauthier, Georges Essama and Rebekah Kabugo-Mugisha discuss how the CXPA is creating a more global community of professionals through this new initiative.