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 8th 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 Delarme – Head of Marketing at Undigital
Mike Robinson – Founding member of The 8th Notch, former exec at Gap & Macy’s
Key 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 8th 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 Delarme – Head of Marketing at Undigital
Mike Robinson – Founding member of The 8th Notch, former exec at Gap & Macy’s
Key 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 brands
The 5 customer promises in personalization: Empower me, Know me, Show me, Reach me, Delight me
How AI enables smarter, data-driven service delivery (without being creepy)
The dangers of lumping marketing and customer service into a single CX bucket
The critical need for embedded, real-time, contextual support
Why 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 brands
The 5 customer promises in personalization: Empower me, Know me, Show me, Reach me, Delight me
How AI enables smarter, data-driven service delivery (without being creepy)
The dangers of lumping marketing and customer service into a single CX bucket
The critical need for embedded, real-time, contextual support
Why 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.
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.
