

All Things Considered CX with Bob Azman
Robert Azman
Are you ready for CX Unhinged? For building better experiences? Hosted by Bob Azman, this show digs into the trends, tools, and tactics that are transforming the way businesses connect with their customers.
Get ready for thought-provoking interviews, expert advice, and the latest insights straight from the world of CX. Whether you're aiming to enhance your strategy or discover new ways to drive customer satisfaction, grab your notebook - Bob and his guests have got you covered. Make sure to bubscribe to get new episodes every 2 weeks.
Get ready for thought-provoking interviews, expert advice, and the latest insights straight from the world of CX. Whether you're aiming to enhance your strategy or discover new ways to drive customer satisfaction, grab your notebook - Bob and his guests have got you covered. Make sure to bubscribe to get new episodes every 2 weeks.
Episodes
Mentioned books

Jun 13, 2022 • 32min
CXPA Initiative Leaders Discussion
CXPA Volunteer leaders, Heather Gillbanks and Michelle Spaul discuss two new important initiatives underway at the CXPA - The Book of Knowledge and Facilitaitng CX Monograph Series.

Jun 6, 2022 • 48min
CXPA Board Member Discussion
Current CXPA board members: Stacey Nevel, Sebastien Munar and Jayalakshmi Sudarshan join me to discuss the current areas of focus for this year's board and the state of CX, globally.

May 30, 2022 • 40min
John Goodman
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 9th wave of the National Rage Study, completed in March 2020, 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.

May 23, 2022 • 32min
Dennis Wakabayashi
Dennis is currently one of the leading voices around the world on the topics of Customer Experience, social media, and digital marketing. In 2021 he was a keynote speaker at the World Marketing Summit in Turkey, West African CX summit, LATAM CX conference, eWorld Marketing Summit, workshop leader at Customer Contact week in the USA, and the Host and MC of CXS- Canada’s largest annual Customer Experience event. In 2022, he was named as the CX influencer for Expo 2020 Dubai, a distinguished speaker at the University of Oklahoma, an Advisory Council Member for the University of Houston, and teaches Digital Marketing at the University of Wisconsin-Madison

May 2, 2022 • 39min
Dave Seaton, Seaton CX
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.

Apr 25, 2022 • 41min
Customer Experience 4 Author's Roundtable #2
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.

Apr 11, 2022 • 35min
Jochem van der Veer, CEO TheyDo
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.

Mar 28, 2022 • 50min
CX4 Authors Roundtable #1
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.

Mar 21, 2022 • 32min
Annette Franz, author, Built to Win
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.

Mar 14, 2022 • 36min
Joel Bines, The Metail Economy
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.