All Things Considered CX with Bob Azman

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.

Roy Atkinson is one of the most recognized thought leaders in IT, service management, and customer experience, and serves as CEO, Clifton Butterfield, LLC, a business advisory practice. He is a Fellow of the Institute for Digital Transformation and a 2021 member of HDI’s Strategic Advisory Board. He was described by CIO Insight as a "model for the future digital leader." He is one of HDI’s “Top 25 Thought Leaders in Technical Support and Service Management for 2021.” Nextiva named him one of the "Top 50 Customer Service Experts of the Decade 2010-2020" and SurveySensum included him in its list of “Top 150 Global Customer Experience Thought Leaders and Influencers of 2020.” He was HDI's 2019 Lifetime Achievement Award honoree. He holds a masters certificate in advanced management strategy from Tulane University’s Freeman School of Business.

Rick Delisi (co-author "Digital Customer Service" and Lead Research Analyst, Glia) has been researching customer service and customer experience for the past two decades. He is also the co-author of the bestselling book The Effortless Experience, and has written several pieces published in the Harvard Business Review. Prior to working in customer service he was a journalist, winning four Associated Press awards for outstanding feature reporting.

Bryan Horn is a leading customer experience turnaround expert. His foundations come from 18 years of management experience and training from the Ritz Carlton Institute, the Zappos School of WOW, and the Disney Institute. He has written two best-selling customer service books, is a contributing author for MyCustomer.com and Customer Service Manager Magazine and was deemed a “CX Superhero” by the Clientship Customer Strategy Podcast. Bryan brings a "real-world perspective" to customer experience and employee development. Through practical application, innovative approaches, and inspirational storytelling, Bryan is changing the way organizations do business with their customers and their employees.

Mark is the CEO of ARCET Global. A Leader in creating engaging content led events and Building CX Communities across the Middle East, Europe, and the Americas. Mark’s focus is on building more engaging Event concepts along with assisting clients on the next stage of their journey to excellence. His entire career has been centered around Customer Experience from being product manager of the TICSI standard to becoming a successful serial entrepreneur.