All Things Considered CX with Bob Azman

Lynn Hunsaker is 1 of 5 CustomerThink Hall of Fame authors. She led customer experience & marketing at Applied Materials & Sonoco. She served as CXPA board member & SVAMA president. She taught at UC Berkeley Ext, Mission College, UCSC Ext, SJSU for 7 years. Lynn authored 6 benchmarking studies & 3 CXM handbooks. She is a CXPA Recognized Training Provider with CCXP students from 50+ countries. Lynn co-founded the Experience Value Exchange experience leadership e-learning subscription for marketing, CS & CX teams' daily use.

Rob LoCascio is the founder of LivePerson, Inc. and has been its chief executive officer since its inception in 1995. As the inventor of online chat for brands, Rob disrupted the way people communicate with companies around the world, removing the need for 1-800 numbers, long wait times, and endlessly scanning websites for information. In 2016, Rob again led the company to the forefront of conversational commerce by making it easy for consumers to connect with brands on messaging via platforms including SMS, WhatsApp, Apple Business Chat, Facebook Messenger, and even brand apps and websites.  Rob's mission is to inspire and help others who are on that same path. LivePerson, currently serves over 18,000 clients, with 1,200 employees worldwide. Beyond his decades of work at LivePerson, Rob's interests extend past his business and reflect his close ties to New York City and his journey as an entrepreneur and humanitarian.

Alex Mead, is an experienced contact centre leader with a proven track record in driving CX innovation, delivering top class customer experiences, operations efficiency & customer loyalty.  He believes customers should get EPIC Service Experiences that are EASY, PERSONALISED, INTUITIVE & CONTEXTUAL. As a hands-on leader, he inspires teams to deliver great experience across multiple channels and industries. His no-nonsense approach to improving customer service will challenge your thinking and motivate you to strive new and innovative ways to achieve a better experience for employees and customers.

Jon Picoult is the founder of Watermark Consulting, a leading customer experience advisory firm that helps companies impress customers and inspire employees, creating raving fans that drive business growth. Princeton-trained in cognitive science, Picoult has advised C-suite leaders at some of the world’s top companies, spanning Allstate to AT&T to Becton Dickinson. His insights have been featured by The Wall Street Journal, The New York Times, USA Today, The Economist, Inc., NBC News and Forbes.com(where he’s a regular contributor). Picoult has headlined events, sharing his customer experience philosophies with business leaders and entrepreneurs worldwide. His landmark study on the ROI of customer experience is one of the most widely cited pieces of research in his industry.

A serial entrepreneur, David Wach’s latest venture, Handwrytten, is bringing back the lost art of letter writing through scalable, robot-based solutions that write your notes in pen. Developed as a platform, Handwrytten lets you send notes from your CRM system. Handwrytten is changing the way brands and people connect. Prior to his current initiatives, David founded Cellit, a mobile marketing platform and mobile agency. Under David’s leadership, Cellit became a leading player in the mobile marketing space and invented the concept of mobile customer relationship management (Mobile CRM). David is also a frequent speaker on marketing technology and has been interviewed by The Wall Street Journal, USA TODAY, Variety, Washington Post and many more.

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. John joins me on this podcast episode to discuss his latest research on the impact of what happens to word of mouth and an increase in willingness to pay a premium when an organization delights its customers. 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.

This is the third in a series of podcasts with co-authors of the book Customer Experience 3. David Wales is the founder of SharedAim consultancy that helps organisations excel by putting human experience at the heart of CX strategy and practice. Prior to that David had a distinguished career in the fire service, and was its first-ever CX manager. He remains an advisor to the international humanitarian and emergency community, which in combination with his CX work, provides a unique and transferable perspective on the human experience."  Miles C. Thomas is a seasoned customer service and experience professional who believes in the importance of taking a human approach to the delivery of great service and experiences.  He has acted as the chair of judges in industry customer experience awards and has also been named as a global leader and influencer in the CX sphere by Customer Experience Magazine and My Customer Magazine among others.  Miles is the founder of Humanized CX and CX Wales. His experience in technology, service and experience combined with a degree in Psychology has provided a unique lens in humanizing the customer experience.

John Miller is the author of the million-selling QBQ! The Question Behind the Question book.  He’s also the founder of QBQ, Inc., an organizational development firm dedicated to helping people and organizations make personal accountability a core value. Through his writings, speaking, and a nationwide network of certified distributors, John has brought his message to countless organizations.  John invested a decade selling leadership and sales management training before becoming an author. His content was developed facilitating over 10,000 hours of training inside corporations from all industries. A 1980 graduate of Cornell University, John now lives in Denver, CO with his wife, Karen. They have six daughters, one son, and 12 grandchildren. 

Donna Weber is the world’s leading expert in customer onboarding. For more than two decades, she’s helped high-growth startups and established enterprises create customers for life. Donna is a recognized Customer Success thought leader, influencer, strategist, advisor, author, and speaker who gets to the heart of the matter. She is passionate about helping customers reach their goals, because when customers win, you win. High growth companies hire Donna to increase customer retention, decrease time to customer first value, increase customer lifetime value, reduce implementation time and costs, increase product usage and adoption, and scale Customer Success organizations. Her new book is Onboarding Matters: How Successful Companies Transform New Customers into Loyal Champion.

Nathan Foy is founder and CEO of Fortis, nine-time Inc. Magazine honoree as one of America’s fastest-growing companies. Fortis provides over 25,000 private, secure trips in 114 countries per year to clientele worth more than half a trillion dollars. These clients routinely rank Fortis on Gallup surveys as best in the industry. With offices in Greenville, South Carolina, and Hong Kong, Fortis offers ground transportation to more private jet owners than any other service in the world. Nathan’s first book, What Rich Clients Want (But Won’t Tell You), translates the Fortis experience into a replicable, scalable business model any service provider can recreate. Nathan lives in Greenville with wife Pam and their four children.  Learn more about Nathan, Fortis, and What Rich Clients Want at www.NathanFoy.com.