All Things Considered CX with Bob Azman

He’s back! And does he have some great new research, insights and perspectives to share on this episode of the All Things Considered CX podcast. 
John Goodman joins me to talk about AI, Offshoring, Delighting customers, the latest info related to focused research on CPG customer delight and so much more!   John has joined me several times in the past and always has an informative, thought-provoking topic to discuss and this conversation is no different. John 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. CX metrics are always hot topics but John’s straightforward, no-nonsense approach to them is refreshing!

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#CX 
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Ian Baer, Founder and Chief Soothsayer, has been solving marketing’s greatest challenges for

over three decades. 
He has spent his career helping major brands achieve extraordinary success

and challenger brands box above their weight class in leadership roles with Publicis Groupe,

TBWA, Rapp, Deutsch and others, and was named to Campaign US’ Digital 40 Over 40. A prominent thought leader all aspects of marketing, Ian has spoken at numerous conferences and podcasts discussing trends in consumer behavior. In addition to

founding sooth in 2023, Ian is the brand storytelling practice lead for Kestrel Consultants and

sits on the Ithaca College Customer Experience Board.

Best of summer replay!! 
If you missed it the first time, now’s your chance to hear the top leadership thinker in the world! 
Marshall Goldsmith is the only two-time winner of the Thinkers 50 Award for #1 Leadership Thinker in the World. He has been ranked as the #1 Executive Coach in the World and a Top Ten Business Thinker for the past eight years. Dr. Goldsmith is the author or editor of 36 books, including three New York Times bestsellers, that have sold over 2.5 million copies and been listed bestseller in 12 countries. His books, What Got You Here Won’t Get You There and Triggers have been recognized by Amazon.com as two of the Top 100 Leadership & Success Books Ever Written.

Can CX really double your revenues?
Is your C-suite looking for the value of investing in CX?
Great questions! And my guest on this episode of the All Things Considered CX podcast has the answers!

Greg Tucker, CCXP is CEO of Tucker & Company, a Customer Experience advisory firm working with global leaders to develop on-brand customer experiences that drive breakthrough business results. His clients include Oracle, Microsoft, DocuSign, Wells Fargo, GE, AT&T and PepsiCo. He has been a leader in the CX community, receiving the CXPA Innovation Award, named a Who’s Who of CX and a CX Expert as well as CIO Review’s Most Promising Customer Experience Management Service Provider in 2023.

Mr. Tucker has an MBA from Stanford University’s Graduate School of Business and led the CX role as part of the C-Suite at AAA and Copart. His research on generating CX revenue and demonstrating the value of investing in CX will inspire you!

Brought to you by CX of M, CX of M radio, and InnovativeCX.
Also available on YouTube @MSUCXM.

Diane Magers and Michael Hinshaw, authors of the new book, Experience Rules, join me on this episode of the podcast. 

Michael is the founder and president of customer experience consultancy McorpCX and recognized on over a dozen "Top Global CX Influencers" lists. He's also co-author of the best-selling books Smart Customers, Stupid Companies: Why Only Intelligent Companies Will Thrive, and How to Be One of Them, and Experience Rules! The Experience Operating System (XOS) and 8 Keys to Enable It, with Diane Magers. 

Diane is a seasoned executive and change catalyst in Experience Management. Founder and CEO of Experience Catalysts. Chair Emeritus and former CEO of the Customer Experience Professionals Association. With a master’s in clinical psychology and an MBA, coupled with certifications in various aspects of experience management, Diane’s goal is to drive meaningful change and foster lasting relationships in our community, for brands and their customers, employees, and partners for aligned purpose and outcomes.

Marshall Goldsmith is the only two-time winner of the Thinkers 50 Award for #1 Leadership Thinker in the World. He has been ranked as the #1 Executive Coach in the World and a Top Ten Business Thinker for the past eight years. Dr. Goldsmith is the author or editor of 36 books, including three New York Times bestsellers, that have sold over 2.5 million copies and been listed bestseller in 12 countries. His books, What Got You Here Won’t Get You There and Triggers have been recognized by Amazon.com as two of the Top 100 Leadership & Success Books Ever Written.

Neal is a teacher, coach, author, and speaker who is a determined believer in putting people first as the key to better business. His vision is a world where workplaces and customer spaces are focused on people helping people succeed. His background includes decades of experience in a variety of industries. He has written over 500 blog posts and two amazing books. His latest, recently released book, Giving a $#!+: How A Willingness to Be Inconvenienced Can Transform Your Business, Work, and Life, offers readers a plan for making businesses more human.

Eryc Eyl is a speaker, coach, and consultant with more than 30 years of experience in making work more human in a variety of industries and organizations. He believes in a world in which work is more than just a four-letter word, but part of path to greater satisfaction, fulfillment, self-actualization, and flourishing. Eryc is also a storyteller, playwright, and DJ. His first book, Stop Engaging Employees: Start Making Work More Human, was published in January 2024. 

Is 2024 the year of Great Uncertainty?
Are you concerned about your current role, your career, your personal brand, your LinkedIn profile? 

Then take a listen to our guest on the All Things Considered CX Podcast with Bob Azman. Carol Kaemmerer 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 is a weak link in their online reputation.

Since 2011, Carol has focused her communications expertise on helping C-suite executives and senior leaders use LinkedIn powerfully, creating positioning and messaging that reflects their business passion with authenticity. She is a #1 Best-Selling author of the award-winning book, LinkedIn for the Savvy Executive, now in its Second Edition. Carol is a professional member of the National Speakers Association, a Certified Virtual Presenter, an Advisor to the C-Suite Network, and an Esteemed Faculty member of its Thought Council and Women’s Coaching and Consulting Council.

Rhonda L. Bowen is a global strategic communication guide with over 40 years of experience. An American living in Germany since 1983, she has worked with people from more than 70 countries. Since 1988 she has brought insights and support to thousands of BEST professionals (business, engineering, science, and technology). Through improved communication, her clients save resources and enhance their success. Her programs and services include online and offline facilitation, individual and team coaching, and programs for professional services providers and organizations. She supports others through her interactive sessions called Success Swarms, building on the idea of swarm intelligence in nature. These are based on the principle of wispiration in action, a combination of wisdom and inspiration shared in the group to provide options for finding practical ways to apply what has been learned.