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.