#22: The Do’s and Don’t of an Impactful Customer Experience Discipline with Bob Azman, CCXP

The Do’s and Don’t of an Impactful Customer Experience Discipline with Bob Azman  Bob is a CX veteran.  He’s been around long enough to know what works and what doesn’t.  In this episode he helps you accelerate the path to delighting customers as we discuss: His mountaintops and potholes The difference between behavioral vs. skill training The importance of a strategic envelope around technology Where corporate social responsibility intersects CX Meet Bob Bob Azman is the Chief Customer Service Officer and Consultant for Innovative CX Solutions, LLC. Innovative CX Solutions is a Customer Experience Consulting firm specializing in CX Design and Execution, Sales and Service Experience Design and Talent Development. As a Certified Customer Experience Professional (CCXP), Bob is a thought leader, practitioner, podcaster, educator, and business partner helping organizations become more customer focused and easy to do business with. Bob is an Emeritus Chair of the Board of the Customer Experience Professional Association (CXPA.org).  He is the former Vice President, Traveler Experience, Americas and Global responsible for all customer operations in Canada, the United States and Latin America as well as global sites located in Poland, Manila, Bogota, and Costa Rica as well as related experience in India and Australia. In this role, Bob transformed the customer experience for clients and travelers of Carlson Wagonlit Travel. Prior to joining CWT, Bob was Chief Experience Officer, at Avtex Consulting Solutions, LLC. In that role, he consulted with companies in a variety of industries on developing and implementing strategies to improve their overall customer experience and service operations. Bob also brings a wealth of diverse, general operations and business background as an executive at large corporations such as Thomson Reuters, Ceridian, and Deluxe Corporation.  Bob earned both his MBA and bachelor’s degrees from the University of St. Thomas in St. Paul, MN. He is an Adjunct Professor in the University of Minnesota Carlson School of Management’s Supply Chain and Operations department and at the Rutgers University School of Business Executive Education programs. He is a frequent speaker on developing effective customer experience and service strategies at industry forums and conferences where he receives top ratings on his interactive approach and unique ability to combine academic principles with real life experiences.  Email: [email protected] Website: www.innovativecx.com Podcast: https://linktr.ee/AllThingsConsideredCX Twitter: @innovatve_cx Subscribe to The Delighted Customer Podcast so you don't miss an episode: https://www.empoweredcx.com/podcast Subscribe to The Delighted Customer Newsletter for practical tips and insights: https://www.empoweredcx.com/delightedcustomersnewsletter