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!