Claim OwnershipAll Things Considered CX with Bob Azman
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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.
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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. In this episode, host Bob Azman is joined by Chander Sharma, a seasoned global executive, leadership advisor, and author, to unpack the real challenges large organizations face in today’s fast-moving business landscape.Drawing from decades of experience across industries and continents, Chander shares powerful insights on how leadership, culture, and organizational clarity shape business transformation and customer experience. The conversation centers on his book, Busyness to Business, and its practical 5P framework—Purpose, Process, People, Practice, and Perspective—a model designed to help leaders cut through noise, eliminate unproductive busyness, and refocus on what truly drives value.Along the way, Bob and Chander explore real-world examples, including the “Amazon effect,” Walmart’s turnaround, and leadership lessons from icons like Satya Nadella and Warren Buffett. The discussion is packed with actionable takeaways for executives and customer experience professionals who want to lead with intention, align their teams, and adapt to constant change.You’ll also learn about a free benchmarking resource that helps leaders assess how aligned and effective their organizations truly are. If you’re looking to elevate your leadership approach and sharpen your customer focus, this is an episode you won’t want to miss.
Welcome back to All Things Considered CX! In today's episode, Bob Azman sits down with Simon Robinson, CEO of Holonomics and co-author of "Designing Customer Experiences with Soul." Together, they dive deep into the world of customer experience—tracing Simon's pioneering journey from British Telecom’s human factors department to launching one of the world’s first mobile internet portals.Simon Robinson also shares insights on why the customer lifecycle should be at the heart of business strategy, not just a marketing exercise, and reveals powerful tools and frameworks that help businesses foster meaningful, soulful connections with customers and employees alike.They’ll also discuss the importance of aligning brand, strategy, and customer-centric thinking, and how Simon’s visual playbook and operating system offer organizations practical steps to embed these practices—from the C-suite to the front lines.Tune in for a thought-provoking conversation on elevating CX, connecting with soul, and creating genuine value—plus details on how you can access Simon’s transformative CX playbook. Don’t miss it!
In this episode, Bob Azman explores the powerful connection between mental health and workplace performance with special guest Rachel Lutz Guevara, Division Vice President of Trust and Safety at TaskUs.Rachel shares her inspiring journey from a background in clinical mental health care to leading a global psychological health and safety program for frontline digital workers. Together, they uncover how proactive wellness initiatives can transform both employee experience and business outcomes—reducing attrition, absenteeism, and burnout while strengthening resilience and customer satisfaction.Discover how TaskUs is setting new industry standards by integrating wellness into business operations, empowering global teams, and influencing clients to rethink their own approach to employee wellbeing.Whether you’re a business leader, CX professional, or people manager, this episode will help you understand how mental health can become a strategic advantage—and why investing in your people’s wellbeing is one of the smartest business decisions you can make.
In this episode, Bob Azman explores the powerful connection between mental health and workplace performance with special guest Rachel Lutz Guevara, Division Vice President of Trust and Safety at TaskUs.Rachel shares her inspiring journey from a background in clinical mental health care to leading a global psychological health and safety program for frontline digital workers. Together, they uncover how proactive wellness initiatives can transform both employee experience and business outcomes—reducing attrition, absenteeism, and burnout while strengthening resilience and customer satisfaction.Discover how TaskUs is setting new industry standards by integrating wellness into business operations, empowering global teams, and influencing clients to rethink their own approach to employee wellbeing.Whether you’re a business leader, CX professional, or people manager, this episode will help you understand how mental health can become a strategic advantage—and why investing in your people’s wellbeing is one of the smartest business decisions you can make.
Welcome back to All Things Considered CX! In today's episode, Bob Azman sits down with Nemo Neal, though you might know him better as the chief of design at Mozee, and by his DJ handle, Nemo.Nemo joins us from inside one of Mozee's autonomous development vehicles to share his unconventional journey from insurance salesman and DJ to automotive design leader. Together, Bob and Nemo dig deep into the future of autonomous vehicles, the power of parallel thinking in design, and why it’s critical to understand not just what end users want—but why they want it.You’ll hear how Nemo and the team at Mozee are reimagining urban mobility for cities, campuses, resorts, and beyond, harnessing next-generation technology like Generative Perception Intelligence (GPI) to build smarter, safer, and more connected transportation. Plus, Nemo opens up about keeping creativity alive amidst pragmatism and what it means to design experiences people haven’t even dreamed of yet.If you’re curious about innovation at the intersection of technology, design, and customer experience—or just looking for some real inspiration to shake up your own approach—this episode is for you. Let’s dive in!
Welcome back to All Things Considered CX! In today's episode, Bob Azman sits down with Nemo Neal, though you might know him better as the chief of design at Mozee, and by his DJ handle, Nemo.Nemo joins us from inside one of Mozee's autonomous development vehicles to share his unconventional journey from insurance salesman and DJ to automotive design leader. Together, Bob and Nemo dig deep into the future of autonomous vehicles, the power of parallel thinking in design, and why it’s critical to understand not just what end users want—but why they want it.You’ll hear how Nemo and the team at Mozee are reimagining urban mobility for cities, campuses, resorts, and beyond, harnessing next-generation technology like Generative Perception Intelligence (GPI) to build smarter, safer, and more connected transportation. Plus, Nemo opens up about keeping creativity alive amidst pragmatism and what it means to design experiences people haven’t even dreamed of yet.If you’re curious about innovation at the intersection of technology, design, and customer experience—or just looking for some real inspiration to shake up your own approach—this episode is for you. Let’s dive in!
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!
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!
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!
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!
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!
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!
In this special highlights episode, host Bob Azman features standout moments from two dynamic conversations—with Tyler DeLarm of Undigital and Mike Robinson of The Eighth Notch.Tyler dives into the power of personalized unboxing and how it builds emotional brand loyalty.Mike explores how AI, automation, and sustainability are reshaping retail and customer expectations.Whether you're in CX, marketing, or retail, this episode offers fresh perspectives and actionable ideas for creating more authentic customer experiences.🎧 Guests:Tyler Delarm – Head of Marketing at UndigitalMike Robinson – Founding member of The Eighth Notch, former exec at Gap & Macy’sKey Takeaway:Personalization and purpose aren’t optional—they’re how brands win loyalty in today’s world.
In this special highlights episode, host Bob Azman features standout moments from two dynamic conversations—with Tyler DeLarm of Undigital and Mike Robinson of The Eighth Notch.Tyler dives into the power of personalized unboxing and how it builds emotional brand loyalty.Mike explores how AI, automation, and sustainability are reshaping retail and customer expectations.Whether you're in CX, marketing, or retail, this episode offers fresh perspectives and actionable ideas for creating more authentic customer experiences.🎧 Guests:Tyler Delarm – Head of Marketing at UndigitalMike Robinson – Founding member of The Eighth Notch, former exec at Gap & Macy’sKey Takeaway:Personalization and purpose aren’t optional—they’re how brands win loyalty in today’s world.
In this special highlights episode, we bring together the sharpest takes from two of our most insightful guests: David Edelman and Alex Mead. Together, they explore the evolving landscape of customer experience, personalization, and the rise of AI in service delivery — but from two very different angles.David Edelman, former CMO at Aetna and a pioneer in customer-centric digital transformation, shares why "customer experience is the product", how AI can be used to delight and empower customers, and what the future of hyper-personalized services looks like.Meanwhile, Alex Mead, a no-nonsense customer service experience strategist, passionately critiques the over-hyped CX buzzwords and defends the vital role of customer service leadership in delivering real, contextual help — not just brand polish.🎧 What You’ll Learn in This Episode:Why customer experience is becoming the true differentiator for modern brandsThe 5 customer promises in personalization: Empower me, Know me, Show me, Reach me, Delight meHow AI enables smarter, data-driven service delivery (without being creepy)The dangers of lumping marketing and customer service into a single CX bucketThe critical need for embedded, real-time, contextual supportWhy empowering front-line service agents (and AI) makes or breaks customer loyalty
In this special highlights episode, we bring together the sharpest takes from two of our most insightful guests: David Edelman and Alex Mead. Together, they explore the evolving landscape of customer experience, personalization, and the rise of AI in service delivery — but from two very different angles.David Edelman, former CMO at Aetna and a pioneer in customer-centric digital transformation, shares why "customer experience is the product", how AI can be used to delight and empower customers, and what the future of hyper-personalized services looks like.Meanwhile, Alex Mead, a no-nonsense customer service experience strategist, passionately critiques the over-hyped CX buzzwords and defends the vital role of customer service leadership in delivering real, contextual help — not just brand polish.🎧 What You’ll Learn in This Episode:Why customer experience is becoming the true differentiator for modern brandsThe 5 customer promises in personalization: Empower me, Know me, Show me, Reach me, Delight meHow AI enables smarter, data-driven service delivery (without being creepy)The dangers of lumping marketing and customer service into a single CX bucketThe critical need for embedded, real-time, contextual supportWhy empowering front-line service agents (and AI) makes or breaks customer loyalty
Welcome back to another episode of All Things Considered CX!In today’s conversation, Bob Azman sits down with Nick Bond, founder of Apex, to dive deep into the evolving world of customer experience, behavioral science, and the impact of AI on business.Nick shares his journey from traditional research and marketing roles to launching Apex, a company on the forefront of using data and motivation science to truly understand what drives customer decisions—and what it takes to move the needle on customer engagement and lifetime value.Together, Bob and Nick break down the shortcomings of metrics like NPS, the resurgence of customer lifetime value, and why understanding customer emotion is key to delivering experiences that inspire action—whether you’re in B2C or B2B. From uncovering the power of “joy” in even the most unexpected places, to activating insights from your company’s untapped data, this episode is packed with eye-opening insights on how to create value for customers and, just as importantly, get value from them.Ready to challenge old assumptions about customer engagement and discover how AI can fuel both better service and smarter growth? Let’s jump in!
Welcome back to another episode of All Things Considered CX!In today’s conversation, Bob Azman sits down with Nick Bond, founder of Apex, to dive deep into the evolving world of customer experience, behavioral science, and the impact of AI on business.Nick shares his journey from traditional research and marketing roles to launching Apex, a company on the forefront of using data and motivation science to truly understand what drives customer decisions—and what it takes to move the needle on customer engagement and lifetime value.Together, Bob and Nick break down the shortcomings of metrics like NPS, the resurgence of customer lifetime value, and why understanding customer emotion is key to delivering experiences that inspire action—whether you’re in B2C or B2B. From uncovering the power of “joy” in even the most unexpected places, to activating insights from your company’s untapped data, this episode is packed with eye-opening insights on how to create value for customers and, just as importantly, get value from them.Ready to challenge old assumptions about customer engagement and discover how AI can fuel both better service and smarter growth? Let’s jump in!
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