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!
Welcome back to another episode of the All Things Considered CX Podcast!In this engaging conversation, Bob Azman reconnects with Annette Franz, Chief Experience Officer of CX Journey, Inc., and a true thought leader in the world of customer and employee experience. Annette shares insights from her impressive 33-year career—including her start at J.D. Power and Associates—and dives into the central themes of her latest book, "Employee Understanding."Together, Bob and Annette explore why so many organizations are stuck in the basics of experience management, often overlooking the vital connection between employee experience (EX) and customer experience (CX). Annette makes a compelling case for focusing on culture as the foundation of a thriving workplace, revealing the three pillar framework at the heart of her new book.They discuss why imposing rigid "rules" doesn’t work, how workplaces can truly operationalize their values, and why governance—often seen as a negative—is actually a force for positive collaboration when done right.Plus, Annette addresses the often-overlooked shortcomings in recruiting and onboarding and offers practical advice for any leader aiming to create an employee-centric organization.If you’re looking for actionable ideas to disrupt the status quo and drive lasting change in both customer and employee experience, you won’t want to miss the lessons and stories Annette shares in this illuminating episode.
Welcome back to another episode of the All Things Considered CX Podcast!In this engaging conversation, Bob Azman reconnects with Annette Franz, Chief Experience Officer of CX Journey, Inc., and a true thought leader in the world of customer and employee experience. Annette shares insights from her impressive 33-year career—including her start at J.D. Power and Associates—and dives into the central themes of her latest book, "Employee Understanding."Together, Bob and Annette explore why so many organizations are stuck in the basics of experience management, often overlooking the vital connection between employee experience (EX) and customer experience (CX). Annette makes a compelling case for focusing on culture as the foundation of a thriving workplace, revealing the three pillar framework at the heart of her new book.They discuss why imposing rigid "rules" doesn’t work, how workplaces can truly operationalize their values, and why governance—often seen as a negative—is actually a force for positive collaboration when done right.Plus, Annette addresses the often-overlooked shortcomings in recruiting and onboarding and offers practical advice for any leader aiming to create an employee-centric organization.If you’re looking for actionable ideas to disrupt the status quo and drive lasting change in both customer and employee experience, you won’t want to miss the lessons and stories Annette shares in this illuminating episode.
Welcome back to All Things Considered CX! In today’s episode, host Bob Azman sit down with Matt Taylor, Co-Founder and CPO of Knowbl, a cutting-edge company transforming customer experience with conversational AI and automation.Matt shares his unconventional journey from consulting to launching Knowbl amid the pandemic, drawing on deep experience in innovation labs and product management.Together, they dive into what’s really happening on the front lines of AI in customer service—from separating real business value from “solution chasing,” to mapping the customer journey and turning contact centers into true experience hubs. Tune in for an honest look at the challenges and opportunities facing organizations leveraging AI, why not every call should be automated, and what the future holds for customer experience as technology evolves. Whether you’re a CX pro, an executive, or just curious about the future of AI in business, you won’t want to miss Matt’s practical advice and candid industry insights!
Welcome back to All Things Considered CX! In today’s episode, host Bob Azman sit down with Matt Taylor, Co-Founder and CPO of Knowbl, a cutting-edge company transforming customer experience with conversational AI and automation.Matt shares his unconventional journey from consulting to launching Knowbl amid the pandemic, drawing on deep experience in innovation labs and product management.Together, they dive into what’s really happening on the front lines of AI in customer service—from separating real business value from “solution chasing,” to mapping the customer journey and turning contact centers into true experience hubs. Tune in for an honest look at the challenges and opportunities facing organizations leveraging AI, why not every call should be automated, and what the future holds for customer experience as technology evolves. Whether you’re a CX pro, an executive, or just curious about the future of AI in business, you won’t want to miss Matt’s practical advice and candid industry insights!
Welcome to a brand-new episode of All Things Considered CX! In today’s thought-provoking conversation, host Bob Azman sits down with customer service experience leader Alex Mead for a candid look at what’s wrong with today’s CX practices—and how real transformation starts by getting back to the basics.Alex dives deep into his unique CSX (Customer Service Experience) philosophy and why he’s on a mission to separate service from the marketing noise that’s “ruining customer experience.”You’ll hear Alex passionately break down his EPIC framework—Easy, Personalized, Intuitive, and Contextual—and share hard-won insights on making technology like AI work for the customer, instead of just chasing cost savings.If you’re ready for an honest, sometimes unfiltered discussion about the pain points customers really face, and how practitioners, not just consultants, can drive CX that actually works, this episode is for you. Get inspired to challenge the status quo, put customer needs first, and advocate for change that adds real value—all while picking up actionable ideas to elevate your own customer service game.Tune in as we kick off a new season with practical wisdom, industry stories, and a no-nonsense approach to CX that will have you rethinking everything you thought you knew about customer experience.
In this episode of the All Things Considered CX, host Bob Azman is joined by Scott Eichstad and Ted Itschert from Crecera Brands.With a focus on authenticity and customer experience, Scott and Ted share their journey of transforming the customer service landscape within their organization. With nearly 60 years of shared experience, they discuss the challenges and strategies involved in breaking down silos, improving contact center operations, and fostering a customer-centric culture. Gain insights from their stories of leadership, dedication, and the essential role of passion in driving customer engagement and satisfaction.If you're ready to rethink and elevate your customer experience approach, this episode is packed with valuable lessons and inspiration.
In this episode of the All Things Considered CX, host Bob Azman is joined by Scott Eichstad and Ted Itschert from Crecera Brands.With a focus on authenticity and customer experience, Scott and Ted share their journey of transforming the customer service landscape within their organization. With nearly 60 years of shared experience, they discuss the challenges and strategies involved in breaking down silos, improving contact center operations, and fostering a customer-centric culture. Gain insights from their stories of leadership, dedication, and the essential role of passion in driving customer engagement and satisfaction.If you're ready to rethink and elevate your customer experience approach, this episode is packed with valuable lessons and inspiration.
Gregg Majewski joins me on the podcast to discuss how to use technology to create better experiences as well as putting the consumer first in every aspect of your business. Creating craveworthy experiences for consumers in the restaurant business. Gregg Majewski is the Founder and CEO of Craveworthy Brands and the former CEO of Jimmy John’s. With over 23 years of experience as a senior executive in the restaurant industry, he has implemented and restructured companywide operational standards while driving growth and innovation. As CEO of Jimmy John’s, Majewski played a pivotal role in expanding the gourmet sandwich franchise from 33 to over 300 locations, implementing the widely known “freaky fast” delivery strategy. Since founding Craveworthy Brands in 2023, he has focused on revitalizing legacy brands, pioneering emerging concepts and building a growing portfolio of groundbreaking QSR and fast casual brands that align with his vision for the future of dining.
Carol is back! It’s great to welcome Carol Kaemmerer back to the podcast. In this episode, Carol talks about 2025 – the year of the big stay and the great detachment! She also talks about building your personal brand – by using the rule of 3’s! Are you concerned about your current role, your career, your personal brand, your LinkedIn profile? Carol took what seemed like shockingly bad news and turned it into an amazing opportunity. After a surprise downsizing in the Fortune 500 company she served as a consultant, Carol found that her 20 years of marketing communications experience provided the perfect set-up for helping professionals build their online brand. LinkedIn, she recognized, is an integral part of that brand-building. But many brilliant leaders, are unable to articulate their brand effectively on LinkedIn, and that was a weak link in their online reputation. She is a #1 Best-Selling author of the award-winning book, LinkedIn for the Savvy Executive, now in its Second Edition.
What a great episode to end 2024! Conscious Consumerism. Eco-conscious consumers. The Eighth Notch. Integrating sustainability into the core touchpoints of the customer journey. With over 25 years of leadership experience in the retail industry, Mike Robinson is a valuable addition to the founding team of The Eighth Notch, t8notch.com, a technology platform focused on sustainable last-mile deliveries. His expertise in digital retail growth, product management and technology delivery, gained through roles at Macys.com, Gap Inc., IBM, and PwC Consulting, make him a sought-after strategic advisor to several early-stage start-ups. Additionally, Robinson serves as an Independent Board member of Vista Outdoors, Inc www.t8notch.com