All Things Considered CX with Bob Azman

Dave Seaton, CCXP, is a customer experience consultant at Seaton CX, helping B2B SaaS companies launch their customer experience programs with the CX Booster Rocket. His proudest moments on a project involved flying 4,768 miles, driving hundreds more, and surviving a high-speed Uber ride down Bourbon Street to collect Voice of Customer feedback for a B2B SaaS company. Using that insight, he transformed the customer support experience and made the company $991k in ARR from reduced churn. In 2022, he started Dave Seaton Leadership to help CX leaders influence their coworkers to make CX a priority through online courses.

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.

Anyone working with customer journeys will deeply resonate with the struggle to align everyone around a shared understanding of the customer experience. As Co-Founder & CEO of TheyDo, the customer journey management solution for enterprises, Jochem van der Veer is pushing the boundaries of modern CX management, enabling true cross-team collaboration in today’s increasingly virtual world. Having worked in interaction and UX design for 10+ years, Jochem is well-versed in the power of truly walking in your customer’s shoes and passionate about helping companies transform towards a customer-centric way of working. His latest SaaS venture, TheyDo, is a platform that enables companies to visualize, standardize, and scale journey management so that their business goals align with customer needs.

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. 

Annette Franz, CCXP, founder and CEO of CX Journey Inc., has spent the last 30 years in the customer experience profession. She started her career at J.D. Power and Associates in 1992 and spent much of the next 25 years before founding CX Journey Inc. in 2017. Annette is an internationally recognized customer experience thought leader, coach, keynote speaker, and author of Customer Understanding: Three Ways to Put the "Customer" in Customer Experience (and at the Heart of Your Business). Her second book, Built to Win: Designing a Customer-Centric Culture That Drives Value for Your Business dives into the ten foundational principles of a customer-centric culture. She is a Certified Customer Experience Professional (CCXP) and an official member of the Forbes Coaches Council.

Joel Bines is managing director and co-head of the Global Retail Practice at the business consulting firm AlixPartners. He is widely regarded as one of the world’s leading operational strategists with a 30-year track record of improving performance at retailers, brands, and consumer companies. After graduating from Bates College in Lewiston, ME with a degree in Philosophy, he talked his way into a series of jobs with distressed consumer companies facing deep challenges. His early success turning around companies led him to Harvard Business School, where he earned an MBA with Distinction in 1999.

Zach and Ray Shefska are disrupting how consumers buy automobiles. Their entrepreneurial venture YAA is changing the way consumers and dealers buy and sell cars, buy service plans and have their vehicles serviced.  Their hugely popular YouTube channel is informative and humorous at the same time. With hundreds of thousands of followers they do a great job of helping consumers get better deals on the second largest financial purchase of our lifetimes. But most importantly they live, eat and breath better experiences for the customers of YAA.  

Jeff Rosenblum is a cofounder of Questus, a digital advertising agency that has worked with many of the world’s most influential brands, including American Express, Apple, Capital One, Disney, The NFL, Samsung, Starbucks, Universal, Wyndham and Verizon. Jeff created a groundbreaking documentary about the advertising revolution called The Naked Brand and the book Friction which explained how passion brands are built. Jeff has lectured at some of the top universities in the world, including Yale, Cornell, Columbia, and the London Business School. He has won some of advertising’s most prestigious awards and presented at many of the industry’s largest conferences.

Eric Engwall is President of E.G.Insight, Inc.  Eric’s entire career in business has focused on two passions – helping people and the organizations they inhabit to build stronger relationships and to be more effective at what they do. He has been a national account manager, led an inside sales group, a senior consultant for a leading talent management firm, and the practice area leader for a sales effectiveness consultancy. For the past fifteen years has been owner and president of E.G. Insight, Inc. – a firm focused on equipping clients to gather strategic feedback from their most valued customers.  Regardless of the client he’s working with he claims “take my work seriously, but not myself” as his professional motto.

The founders of the Women in CX community join me on this my 50th podcast to talk about the journey they are on to recognize and promote women in CX, globally.  This powerful podcast will inspire, motivate and challenge your beliefs and perspectives as they share how they formed the community and how they are actively engaged in growing CX but also in addressing pertinent issues pertinent to women across the world. Claire Muscutt, founder of women in CX, Serena Riley, Olga Potaptseva and Mandisa Makubalo, leaders of Women in CX communities join me for this engaging podcast to celebrate all things women on the All Things Considered CX podcast.