Bob Azman
Bob Azman is Founder and CXO of Innovative CX Solutions, LLC, a boutique CX consulting firm. He is the 2020 Immediate Past Chairman of the Board of the Customer Experience Professional Association (CXPA.org).
Bob has a wealth of executive, diverse, global operations leadership experience at Carlson Wagonlit Travel, Thomson Reuters, Ceridian and Deluxe Corporation. Bob earned both his MBA and BA from the University of St. Thomas in St. Paul, MN. He is an Adjunct Professor at the University of Minnesota Carlson School of Management and Rutgers University Business School.
1. Journey Mapping 2. Surveying customers (VOC) 3. Creating ROI’s 4. Hiring CX “program” managers 5. Engaging CX consultants 6. Buying technology 7. Attending CX…
Before the end of the year, I was looking through my library of past business books and came across an “oldie but goodie”, The...
How can we focus on the positive things we can do to facilitate true CX transformation within our organizations?
How many times have you had an issue in a restaurant with service, a cold meal or incorrect charge? It happens, as it...
Recently my financial institution requested that I complete a document, sign and return it to them, via Fax. I laughed out loud...
CX. PX. UX. EX. XM. SX. How many different “X’s” can you name to describe the experience you want for your customers? It’s time to…
Have you tried to buy a car lately? Let’s forget for a moment that there’s a chip shortage causing car dealership lots to...
In 2013, Oracle conducted a research study among executives regarding the state of their customer experience initiatives. The study found that while 91%...
Oops, we did it again! We’re solving the wrong problem with employee workplace experiences. When the pandemic began, restaurants, to survive, had to...
Despite what industry experts may profess, customer experiences aren’t getting any better. While customers expect immediate answers to their inquiries, efficient order processing and...
As CX professionals are we too linear in our view of experience management? For example, service blueprinting, process documentation and journey mapping all...
It never ceases to amaze me how some organizations just don’t get “it” yet. The “it” is a better customer experience. Here are a...
I teach a global operations strategy graduate course at the University of Minnesota’s Carlson School of Management. Each semester I set aside one...
You’ve worked hard on establishing a new CX strategy for your organization. In developing your strategy, you secured the commitment of executive leadership;...
“Terrified. Mortified. Petrified. Stupefied”, so said Russel Crowe’s character, John Nash, in the movie, A Beautiful Mind. And so, I...
No, I’m not confused. I’m simply following the engineer’s motto. If it isn’t broken, take it apart and fix it! I...
On more than one occasion, I’ve been asked by a CEO to “fix the customer service department” so the organization can improve its customer...
When it comes to executing effective customer experience strategies, we spend a good deal of time gathering, analyzing, and executing on the voice of...
I hesitated to write this article because if there’s one, there must be a hundred opinions on where the customer experience function should align...
1 Hour telephone hold rates. 45-minute wait for chats. 5-7day delays in email responses. These are just a few examples...