All Things Considered CX with Bob Azman cover image

All Things Considered CX with Bob Azman

Latest episodes

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Aug 9, 2021 • 32min

Eryc Eyl - Humancentric

Eryc Eyl is a business philosopher, keynote speaker, author, consultant, coach, storyteller, playwright, and DJ whose mission is to make work and business more humancentric. He holds an MA in Education from the University of Colorado, and a BA in English Literature and Film Studies from Vassar College, as well as accreditations and certifications in corporate culture, change management, and customer experience. Eryc believes work is more than just another four-letter word. He is the playwright of The Immunes and the author of Stop Engaging Employees: A Plea and a Plan for Humancentric Workplaces. Don’t forget! Eryc is providing a free ebook to our podcast listeners that explains the key principles of humancentric workplaces and businesses. Click on the link to access the ebook.  https://www.eryceyl.com/bob
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Aug 2, 2021 • 52min

CX3 Authors Podcast - Session 2

This is the second episode in a series of podcasts with co-authors of our book Customer Experience 3 to discuss customer and employee experience in a post-pandemic world. Sandra Thompson, Serena Riley, Francesca Tempestini, and Marc Karschies join me for a lively discussion that will surely cause you to stop and think about where we are headed as we emerge from this pandemic. The global perspective these 4 authors bring to the podcast is truly inspiring for CX professionals working hard to create better experiences.  You won’t want to miss the debate about virtual work environments among my guests that will challenge your thinking on this important subject!
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Jul 26, 2021 • 36min

Gavin Scott - Author, Finding Golddust

Gavin Scott is a Customer Experience expert. He has been delivering inspirational and entertaining seminars and workshops since 2009. He has over 20 years’ experience working in fast-paced market leading organisations, with key responsibilities ranging from managing tactical contact centre environments, to delivering forward thinking development interventions to all levels. Gavin has recently published his first book, “Finding Gold Dust” on how to create exceptional customer experiences. The book was launched in December 2020 and achieved “Number One Best Seller” status in three categories on Amazon, one of which was Customer Services. Gavin is a member of the CIPD and holds a Certificate in Training Practice as well as a degree in Business Management. He is also a member of the Professional Speakers Association and is a full member of this association. 
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Jul 19, 2021 • 46min

CX3 Authors Podcast - Exploding CX Myths

We have not one but 4 CX professionals joining me today to "Explode CX Myths".  Joanna Carr, Jessica Noble, Gustavo Imhof and Gregorio Uglioni, my co-authors of the book Customer Experience 3 join me for a lively discussion that generated a lot of discussion among my guests and will surely do the same for our listeners.  A truly global perspective - UK, Norway and the US - helps shape our view of CX myths that may not always turn out to be as they appear.  My guests don't hesitate to challenge the status quo!  
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Jul 12, 2021 • 46min

Anita Siassios, Managing CX

Anita Siassios is a highly respected and certified leader, with over 30 years’ experience working for Fortune’s top 20 Australian multinational organisations such as ANZ Banking Group, National Australia Bank and Commonwealth Bank.  She is the founder of the award-winning, non-profit CXPA (Customer Experience Professionals Association) Melbourne Network where she has spearheaded CX in Australia. Her peripheral vision, research and experience in Privacy and Cyber Crime led to her establishing the Australian Affiliate of Women in Cyber Security (WiCyS) – a non-profit association dedicated to advancing, recruiting, and promoting women and female graduates in the field of Cyber Security. Anita is also an active member of the Australian Marketing Association, SOCAP (Australian Customer Service Associations), IAPP (International Association of Privacy Professionals) and British Psychological Society.
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Jun 28, 2021 • 42min

Jeff Sheehan - author, Customer Experience Field Manual

Jeff Sheehan is a customer experience (CX) practitioner, CX author, and an active member of the global CX community. He is a passionate customer advocate whose work improves operational excellence and profitability, customer intimacy, and growth using pragmatic solutions built on the pillars of strategy, people, process, and technology. With over 25 years of working directly with customers, his CX experience comes from service delivery, service sales, service management, and advisory management consulting roles. Jeff developed deep skill and expertise in leadership, CX strategic planning, customer service operations, sales, digital technology programs and projects, and the use of customer feedback data analytics. He acquired his depth of knowledge, skills, and accomplishments in customer engagement, working with various employers, solutions, industries, and clients.
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Jun 21, 2021 • 33min

Brad Smith, Vector and Consortium for Service Innovation

Brad Smith has had the privilege of leading organizations in their customer centric transformation at Symantec, Yahoo!, and Sage as their CCO/CMO. Across his 20+ years of leadership Brad has led global support and service functions for Oracle, Openwave, and Verisign as well as small start-ups. Currently, Brad is the President & Chairman of the Board for the Consortium for Service Innovation and through the work of the Consortium, has helped 100’s of customer service organization innovate better business models to deliver deep value to their customers while better engaging their employees to grow their businesses. He is also one of their recognized Innovators. Brad is home based in Irvine CA and is Founder/President of Vector Business Navigation, Inc. – A customer experience / customer success Transformation Consulting Provider servicing global customers since 2015.
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Jun 7, 2021 • 30min

Diane Magers - Experience Catalysts

Passionate experience transformation professional and change agent. Sherpa for new and developing customer and employee-obsessed leaders. Thought leader and innovator for ways of engaging associates and customers. Spirited entrepreneur. Skilled in business benefits development and systematically embedding experience into an organization. Believe that brands who win choose to focus on human and emotional elements. Develops the hearts and minds of others. Firm executor in the ‘pay it forward' model. Writer, speaker and artist.
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May 18, 2021 • 35min

Barbie Fink, Chair CXPA Board of Directors

Barbie Fink is happily retired and currently serves as Chair on the Board of Directors for the Customer Experience Professionals Association (CXPA). She is most inspired when she witnesses the human transformation that occurs when people begin to see that for themselves. Barbie worked at Adobe for over 26 years with teams and leaders across the company to champion customer experience innovation and advocacy on a cross-functional basis. Barbie believes in the power of storytelling and that when combined with data, the human stories that are shared about real customer experiences instill empathy in leaders and a desire for positive change. Barbie received a BA in Psychology from the University of Maryland. She is a Certified Customer Experience Professional (CCXP), has a Green Belt in Lean Six Sigma, a LUMA certificate as a practitioner of human-centered design, and is a Net Promoter Certified Associate.
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May 4, 2021 • 34min

Glen Brown, Customer Service - MSP International Airport

Glen Brown is a customer experience professional at the Minneapolis-St. Paul International Airport (MSP).  His unique approach to delivering the best experience possible to passengers traveling through and to the Twin Cities is award-winning!  Glen shares his key ingredients to a great customer experience - something he does each time, every time.  Forget about the "how-to" CX books, journey maps, and surveys.  Listen to how someone on the front lines every day has discovered the secret of great experiences.  

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