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Bob Azman

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.

Stop Doing these 10 things to improve your customer experience!

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…

This IS Personal. How Customer Service Can Build Relationships One Customer at a Time.

Before the end of the year, I was looking through my library of past business books and came across an “oldie but goodie”, The...

What’s Holding You Back from Creating Better Experiences?

How can we focus on the positive things we can do to facilitate true CX transformation within our organizations?

Is a free dessert your service recovery “go to?

How many times have you had an issue in a restaurant with service, a cold meal or incorrect charge? It happens, as it...

Are You Hiring Applicants or Candidates?

Recently my financial institution requested that I complete a document, sign and return it to them, via Fax. I laughed out loud...

Enough with All the “X’s”. It’s Time to Act!

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…

Buying a Car…An Experience Time Has Passed By.

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...

Connecting Dashboard Dots for a Better Customer Experience

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.

Oops, we did it again! We’re solving the wrong problem with employee workplace experiences. When the pandemic began, restaurants, to survive, had to...

Why Aren’t Customer Experiences Improving?

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...

Have you created a 360-degree customer experience?

As CX professionals are we too linear in our view of experience management? For example, service blueprinting, process documentation and journey mapping all...

Why is a Great Customer Experience so Elusive for Some Organizations?

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...

Is Social Responsibility a Part of Your CX Strategy?

I teach a global operations strategy graduate course at the University of Minnesota’s Carlson School of Management. Each semester I set aside one...

Are Your Business Partners Aligned to Your Newly Established CX Strategy?

You’ve worked hard on establishing a new CX strategy for your organization. In developing your strategy, you secured the commitment of executive leadership;...

Please! Experience Your Customer’s Experience!

“Terrified. Mortified. Petrified. Stupefied”, so said Russel Crowe’s character, John Nash, in the movie, A Beautiful Mind. And so, I...

If Your Customer Experience Isn’t Broken, Fix It!

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...

With Your Customer Experience – Can You See the Forest for the Trees?

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...

For the Best Customer Experience, Answer this Key Question…WIIFM?

When it comes to executing effective customer experience strategies, we spend a good deal of time gathering, analyzing, and executing on the voice of...

Ask These 10 Questions When Deciding Where the Function of CX Should Report in an Organization

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...

It’s Time to Staff Up for a Better Customer Experience!

1 Hour telephone hold rates. 45-minute wait for chats. 5-7day delays in email responses. These are just a few examples...

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