Welcome back to All Things Considered CX! In this episode, Bob Azman is joined by LinkedIn expert and personal branding strategist, Carol Kaemmerer . As the new year kicks off amid a challenging economic landscape marked by recent layoffs, Bob Azman brings Carol Kaemmerer to share her insights on building an impactful professional presence online—especially when the job market is tight.

Together, they dive deep into the current state of employment, the growing influence of AI on the workplace, and why intentionality on LinkedIn is more important than ever. Carol Kaemmerer, author of “LinkedIn for the Savvy,” walks us through her five-point “Brilliance Framework,” designed to help leaders and professionals stand out authentically, maximize their digital real estate, and foster meaningful engagement. Plus, she offers actionable tips on striking the right balance between personal branding and strategic interaction on LinkedIn.

Whether you're proactively managing your career or navigating a job transition, this episode is packed with wisdom to help you harness LinkedIn's full potential and position yourself for opportunity—all while staying true to your unique story.

Welcome back to All Things Considered CX! In this episode, Bob Azman is joined by LinkedIn expert and personal branding strategist, Carol Kaemmerer . As the new year kicks off amid a challenging economic landscape marked by recent layoffs, Bob Azman brings Carol Kaemmerer to share her insights on building an impactful professional presence online—especially when the job market is tight.

Together, they dive deep into the current state of employment, the growing influence of AI on the workplace, and why intentionality on LinkedIn is more important than ever. Carol Kaemmerer, author of “LinkedIn for the Savvy,” walks us through her five-point “Brilliance Framework,” designed to help leaders and professionals stand out authentically, maximize their digital real estate, and foster meaningful engagement. Plus, she offers actionable tips on striking the right balance between personal branding and strategic interaction on LinkedIn.

Whether you're proactively managing your career or navigating a job transition, this episode is packed with wisdom to help you harness LinkedIn's full potential and position yourself for opportunity—all while staying true to your unique story.

Welcome back to All Things Considered CX, where we’re shaking up the world of customer experience.

In today’s episode, Bob Azman sits down with Jack Walker from Walker—a trailblazing, family-owned company with over eight decades in the CX business.

Together, they explore Walker’s fascinating journey from grassroots door-to-door research in 1939 to leading the way with cutting-edge Qualtrics technology and AI-driven strategies.

Jack shares insightful stories about the evolution of CX, the importance of executive buy-in, and how companies can unify experience, behavioral, and operational data to create true competitive advantage.

You will also learn the concept of Unified XM, tackling real-world challenges like measuring CX ROI and navigating rapidly advancing technology.

Tune in for an honest, forward-thinking conversation that will inspire you to rethink how you connect with your customers—and why the future of CX is now!

Duncan Littlefield is the CEO of LITTLEFIELD, where they are focused on aligning impact and influence. LITTLEFIELD holds a portfolio of companies, such as The Littlefield Company, Littlefield Films, Littlefield Studios, The Lab, and critical contributors in equity partnerships with other startups. The engine behind it all is The Littlefield Company, where they tell under-told stories by delivering scalable content for purpose-driven companies. Plus, he is on a mission to always be a part of the larger conversation and support everyone become obsessed with their own unique life. He told me once that he never turns down a cup of coffee and so far... that is accurate!

Chris Rios is a founding member of Blue Rock Search.  He has over twenty-five years' experience in Hospitality and Executive Search and leads the Blue Rock CX practice.  His desire and passion to deliver an exceptional and engaging client and candidate experience has lead him to his current role as Chief Experience Officer.  He has over fifteen years of hospitality experience as an executive chef and has been recruiting executive and senior level talent in Customer Experience, HR and Hospitality for over a decade.  

Serena Riley is the VP of Experience Management at renewables energy tech start-up SkySpecs, Inc. and a Certified Customer Experience Professional (CCXP) who has been igniting transformation in individuals, teams, and organizations for 20-years. She is a customer experience expert who specializes in cultivating customer-centricity and employee-elevation and is keen on broadening the narrative of Customer Experience to an even more holistic strategy of Human Experience Management. Francesca Tempestini is an enthusiastic disseminator of the Disney Approach and a Customer Experience lover. training.  Francesca likes to combine her Disney experience with CX and EX principles, bringing Disney sparkles and insights to non-magical industries. Her goal is to show how the Disney Approach can be applied to any industry, promoting a people-centric approach to business which includes employees. Sandra Thompson is a consultant (eievolution.com) in customer experience, employee experience and she’s a remote work enthusiast. She’s a formal and informal educator in this space. She runs the Applied Customer Experience and Emotional Intelligence course, she's an emotional intelligence coach (the first Goleman Emotional Intelligence coach in the UK) and she lectures part time at Pearson Business School in London.

Awarded No 3 Top Global Customer Service Guru with three decades of expertise, Claire, is an authority in the Customer Experience Industry.  Author of 3 books; with a No 1 Amazon Best Seller in 2020, she is an international media influencer, and her work has been published in Brazil, Philippines, India, US & Europe. She brings a more holistic and comprehensive approach to organizations and individuals with her BizShui™ Method; creating better flow in home-offices and workspaces by integrating a blend of the traditional Feng Shui principles with Modern & personal business needs, reducing physical and emotional stresses to increase productivity, loyalty, and profitability. When she isn't in a Zoom room, you will find her walking on the coasts of her beautiful island of Jersey!

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.

Welcome back to All Things Considered CX, where we’re shaking up the world of customer experience.

In today’s episode, Bob Azman sits down with Jack Walker from Walker—a trailblazing, family-owned company with over eight decades in the CX business.

Together, they explore Walker’s fascinating journey from grassroots door-to-door research in 1939 to leading the way with cutting-edge Qualtrics technology and AI-driven strategies.

Jack shares insightful stories about the evolution of CX, the importance of executive buy-in, and how companies can unify experience, behavioral, and operational data to create true competitive advantage.

You will also learn the concept of Unified XM, tackling real-world challenges like measuring CX ROI and navigating rapidly advancing technology.

Tune in for an honest, forward-thinking conversation that will inspire you to rethink how you connect with your customers—and why the future of CX is now!

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.

Lee Cockerell retired as the Executive Vice President of Operations for the WALT DISNEY WORLD® Resort in Lake Buena Vista, Florida, a position he held for ten years. His responsibilities encompassed a diverse mix of operations, which included 20 resort hotels with over 24,000 Guest rooms, 4 theme parks, 2 water parks, 5 golf courses, a shopping village & nighttime entertainment complex, the ESPN Sports Complex and the ancillary operations support functions. Lee joined the Disney organization in July 1990 as Director of Food and Beverage and Quality Assurance for the Disneyland Paris hotels. Prior to joining the Walt Disney World Co., he spent seventeen years in various executive positions with the Marriott Corporation and eight years with Hilton Hotels. Lee is the best-selling author of four books on leadership, management and world class customer service: 1) Creating Magic…10 Common Sense Leadership Strategies from a Life at Disney is now available in 21 languages; 2) The Customer Rules...The 39 Essential Rules for Delivering Sensational Service is currently available in 15 languages; 3) Time Management Magic…How to Get More Done Every Day; and 4) Career Magic…How to Stay on Track to Achieve a Stellar Career. Lee and his wife Priscilla reside in Orlando, Florida.  Lee enjoys teaching leadership, management, and service excellence seminars, traveling, dining out and most of all spending time with his three grandchildren, Jullian, Margot, and Tristan.

Sirte Pihlaja (CCXP, Trained Facilitator of LEGO® SERIOUS PLAY®) is the CEO of Shirute Ltd, the first customer experience agency in Finland. She is an internationally recognised CX/EX expert, coach, keynote speaker, designer and strategist with over 25 years of experience in advising large corporations and brands in various industries and countries. Sirte is the leader of CXPA’s Finland network, member of the International Advisory Committee and one of CXPA’s founding members. She was one of the first Europeans to have been certified as CCXP. Sirte was recently recognised as a TOP 150 Global Customer Experience Thought Leader and on the CX Hall of Fame. The CXPA has also awarded her with the Extra Mile Award. She has written three books on people experiences, two out of which are global #1 bestsellers. When Sirte is not playing with LEGO bricks with her clients, she is passionately championing CX in the Nordics, South-East Asia and beyond and is a familiar face in international CX Awards juries and on conference stages around the world.

Welcome back to All Things Considered CX, where we dive deep into the evolving world of customer experience.

In today’s episode, Sean Crichton-Browne, co-author of the thought-provoking book, The Human Culture Imperative, joins us in exploring why company culture is not just a “nice-to-have,” but a mission-critical driver of customer and employee happiness, business growth, and lasting transformation.

Sean unpacks his journey from 25 years in sales to helping top organizations put customers at the center of their business through actionable culture-building frameworks. Through personal stories, real-world case studies, and sharp insights, Sean argues that connecting back-end teams with frontline knowledge, empowering employees, and listening deeply to both staff and customers is the secret sauce for sustainable success.

They also discuss the impact of rapidly advancing technology—especially AI—on workplace culture, cautioning that while tech enables efficiency, it can never replace the uniquely human aspects of business. With fresh strategies, practical tools like the Market Responsiveness Index (MRI), and leadership lessons you won’t want to miss, this episode will inspire leaders and practitioners at every level to think bigger about culture, customer experience, and the future of work.

Tune in for an engaging conversation full of bold ideas and actionable takeaways to transform the way you lead, listen, and connect!

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

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!

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. 

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!  

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.

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.

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.

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.

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.

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.  

Welcome back to All Things Considered CX, where we dive deep into the evolving world of customer experience.

In today’s episode, Sean Crichton-Browne, co-author of the thought-provoking book, The Human Culture Imperative, joins us in exploring why company culture is not just a “nice-to-have,” but a mission-critical driver of customer and employee happiness, business growth, and lasting transformation.

Sean unpacks his journey from 25 years in sales to helping top organizations put customers at the center of their business through actionable culture-building frameworks. Through personal stories, real-world case studies, and sharp insights, Sean argues that connecting back-end teams with frontline knowledge, empowering employees, and listening deeply to both staff and customers is the secret sauce for sustainable success.

They also discuss the impact of rapidly advancing technology—especially AI—on workplace culture, cautioning that while tech enables efficiency, it can never replace the uniquely human aspects of business. With fresh strategies, practical tools like the Market Responsiveness Index (MRI), and leadership lessons you won’t want to miss, this episode will inspire leaders and practitioners at every level to think bigger about culture, customer experience, and the future of work.

Tune in for an engaging conversation full of bold ideas and actionable takeaways to transform the way you lead, listen, and connect!

Dan is the founder and CEO of The Pontefract Group, a firm that improves the state of leadership and organizational culture. He is the best-selling author of four books: LEAD. CARE. WIN. How to Become a Leader Who Matters, OPEN TO THINK, THE PURPOSE EFFECT and FLAT ARMY. A renowned speaker, Dan has presented at four different TED events and also writes for Forbes and Harvard Business Review. Dan is an adjunct professor at the University of Victoria, Gustavson School of Business and has garnered more than 20 industry awards over his career.

Alison Circle, Chief Customer Experience Officer (CXO) for Columbus Metropolitan Library (CML), has more than 25 years marketing experience. As CXO she leads the library’s experience strategy through all channels of the organization and has developed CML’s award-winning Customer First Philosophy which drives CML’s customer-facing approach. She also leads programming, experience and design for the library’s new building program (14 libraries), including the Main Library. In 2017 she was chosen for a Global Impact Award from the Customer Experience Professional Association; she is a CCXP (Certified Customer Experience Professional) and, in 2018, was elected to the international board of the CXPA.

This year the Customer Experience Professionals Association (CXPA.org) announced a new and exciting award program for CX Emerging Leaders. The first 5 winners of this award – Gloria Gupta, Alec Dalton, Branden Schlosser, Laura Tramm and Danielle Wipperfurth join me for a lively session about their career journeys, lessons learned and future opportunities for growth in the CX profession. I’m joined by Derik Iverson of the CXPA who is the lead staff member for the award. Derik also shares an update on happenings at the CXPA.

Nancy Porte is the Vice President of Global Customer Experience for Verint. She focuses on bringing the voice of the customer into the organization and developing strategies to increase customer satisfaction, loyalty and retention. She has experience in developing differentiated customer experience through cross-functional collaboration and employee engagement programs. She is a Certified Customer Experience Professional (CCXP) and, as a customer experience thought leader, is a primary contributor to the Verint blog and a regular speaker at industry conferences.

Heart of the Customer founder Jim Tincher is a noted speaker, internationally recognized customer experience expert, and author of How Hard Is It to Be Your Customer? The definitive guide to customer journey mapping that helps companies drive customer-centric action to boost loyalty, satisfaction, and revenue.

Karen Black has more than two decades of experience providing leadership development services to businesses in such key management areas as assessment, executive coaching, team building, and conflict resolution. Since 1991 Karen, through her company Insight Edge, has worked with multiple businesses and organizations to help them increase their overall organizational effectiveness, and substantially contribute to bottom line improvement. As both a coach and mentor to business leaders and executives, and management teams, Karen has consistently demonstrated that improved communication within companies is often the single most important feature of truly successful organizations.

Sarah Bridges, Ph.D. and M.B.A., is the founder and leader of Bridges Consulting, with 25 years of experience as a psychologist, executive coach, speaker, writer, and leadership advisor. Dr. Bridges is known for offering challenging, yet practical, solutions to help people break through their own assumptions, discover their potential, and build cohesive teams. Dr. Bridges received her Bachelor of Arts in Psychology from Wesleyan University, her Doctorate in Psychology from the University of Minnesota, and an M.B.A. from Benedictine University.

Stefan has been a leader in Fortune 500 companies and an advisor to multinational organizations for more than 20 years. His passion and expertise have helped improve the experiences of millions of citizens, half a billion customers and hundreds of thousands of employees around the globe. As a thought leader and advisor, Stefan helps government entities and global organizations in B2B and B2C become more customer centric and more employee centric. As the president of the Customer Institute, Stefan and his global board of directors set the gold standard in customer experience and provide the recognition for excellence in the world of customer centricity.

Rick King was reappointed to the Metropolitan Airports Commission by Governor Tim Walz in July 2019, at the same time being named Chair of the MAC board. He was first appointed to the Board in 2011 by Gov. Mark Dayton, who reappointed him in 2015. King is also past chair of both the MAC's Management and Operations Committee and the Planning, Development and Environment Committee.

Lou Carbone is the founder, president, and chief experience officer (CEO) of Experience Engineering®, Inc., a Minneapolis based consulting firm dedicated to customer, employee stakeholder experience optimization. He is the Author of Clued In: How to Keep Customers Coming Back Again and Again (Prentice Hall). Established in the late 1980s, Experience Engineering® has evolved the science of experience management to help some of the world’s largest organizations discover what really makes customers tick and offers solutions to help them increase customer advocacy, satisfaction, loyalty, and price elasticity.

Welcome back to All Things Considered CX! In today’s episode, Bob Azman sits down with CX legend John Goodman, for a fascinating conversation on the evolution of customer experience and the science behind customer loyalty.

From the basement of Harvard Law to pioneering the use of 800 numbers and developing cutting-edge economic models, John takes us through his decades-long journey shaping how companies listen to and delight their customers.

You’ll hear insights on the impact of regulatory changes—like the move to all-natural food colorings—and how communicating product changes can lead to customer friction.

John unpacks the all-important “rage study,” revealing why customer anger is on the rise, the shifting landscape of digital complaints, and what really satisfies (and delights) customers today. Plus, he shares how tapping frontline employees and leveraging AI can turn wild ideas into powerful innovations.

Whether you’re a CX pro or just interested in customer relationships, you’ll leave this episode with actionable strategies, compelling data, and some real talk about what it takes to build loyalty in today’s fast-changing world. Don’t miss John’s practical tips on using the voice of the customer, ROI modeling, and the secret power of transparency—plus some great stories from the front lines of customer service. Tune in!

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. 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.

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. 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.

As a certified customer experience professional (CCXP), Andrea Krohnberg thrives on transforming insights into actions, teams into ambassadors, and customers into advocates. Currently, she’s building a customer experience (CX) practice within a global staffing organization. And in previous roles she established and grew a CX discipline at a leading nonprofit, was a CX consultant to Fortune 500 companies across a variety of industries and a senior manager at a global hospitality company.