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

I’m wrapping up the year with our continuing exploration of the effective utilization of AI in improving your organization’s customer experience. 

My guest on this episode of the All Things Considered CX podcast is Andrew Carothers, CCXP.
Andrew Carothers is a Customer Experience executive known for developing innovative CX strategies that grow revenue, increase renewal rates, and expedite customer adoption. He recently suggested that the state of CX is characterized as being in our teenage years.  On our podcast, he talks about how we’ve advanced to early adulthood!   A founding member of Cisco System’s CX function, he helped build the function focusing on digital experience and partners. He’s a 12-time International Customer Experience award winner, and frequently writes and speaks on CX topics.

#CX #CXM #AI #DigitalExperience #CustomerExperience

The Five Promises of Personalization.  Harnessing the power of AI to personalize the customer experience.  Exploding the myth of proving the ROI of CX. 

This and so much more to talk about with our guest David Edelman on the All Things Considered CX Podcast with Bob Azman. David is the co-author of the new book Personalized.  Customer Strategy in the Age of AI.  He is a senior lecturer at Harvard Business School, an executive adviser and board member to brands and technology providers, and an adviser to BCG.  Previously, David was chief marketing officer at Aetna and has worked with dozens of companies on personalization, AI, and agile marketing at BCG and Digitas.  Forbes has repeatedly named him one of the Top 20 Most Influential Voices in Marketing, and Ad Age has named him a Top 20 Chief Marketing and Technology Officer.

Join us for a fascinating conversation on how to differentiate your brand in the age of AI.  Brand and CX are one in the same and David provides great examples to prove his point. 

“Terrified, mortified, petrified, stupefied” by AI? 
Then you’ve come to the right place to eliminate these fears and trepidations!  

Joining me on this episode of the All Things Considered CX podcast with Bob Azman is Kevin J. Dean, Founder & CEO of ManoByte a technology services company specializing in business process automation, CRM, and intelligent automation. Kevin is leading AI-driven business transformation and dedicated his career to helping businesses thrive in the digital age. With over two decades of experience, Kevin’s expertise has enabled enterprises to leverage AI for significant growth. We cover a lot of interesting topics in this episode.  Kevin’s straightforward style eliminates the confusion and provides a clear focus on how best to achieve the most benefits from AI and technology overall.  He shares case studies to exemplify his perspective.

#CX #AI #AIinCX #Customerexperience #customerexperiencemanagement #CXM #MSU

As CX professionals, we often talk about the experience has to be “end-to-end”.  But too often we forget steps along the way – including what happens when the customer’s package arrives and they “unbox it”. 

Is it personal or generic?  Does it make them smile or grimace? 

In this episode of the All Things Considered CX podcast, Tyler DeLarm joins us to talk about “unboxing marketing” strategies.  Tyler is a seasoned business leader with a reputation for building and guiding successful teams. Fueled by a passion for helping brands unlock their potential, he has spent his career redefining how companies engage with their employees and customer base. But Tyler is not just about the data and revenue. He brings a distinctive leadership style to UnDigital that fosters a supportive and inclusive environment.

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!

#CXM
#CX 
#CXMPodcast
#AI
#customerexperience

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.