Welcome to a brand-new episode of All Things Considered CX! In today’s thought-provoking conversation, host Bob Azman sits down with customer service experience leader Alex Mead for a candid look at what’s wrong with today’s CX practices—and how real transformation starts by getting back to the basics.

Alex dives deep into his unique CSX (Customer Service Experience) philosophy and why he’s on a mission to separate service from the marketing noise that’s “ruining customer experience.”

You’ll hear Alex passionately break down his EPIC framework—Easy, Personalized, Intuitive, and Contextual—and share hard-won insights on making technology like AI work for the customer, instead of just chasing cost savings.

If you’re ready for an honest, sometimes unfiltered discussion about the pain points customers really face, and how practitioners, not just consultants, can drive CX that actually works, this episode is for you. Get inspired to challenge the status quo, put customer needs first, and advocate for change that adds real value—all while picking up actionable ideas to elevate your own customer service game.

Tune in as we kick off a new season with practical wisdom, industry stories, and a no-nonsense approach to CX that will have you rethinking everything you thought you knew about customer experience.

Welcome to a brand-new episode of All Things Considered CX! In today’s thought-provoking conversation, host Bob Azman sits down with customer service experience leader Alex Mead for a candid look at what’s wrong with today’s CX practices—and how real transformation starts by getting back to the basics.

Alex dives deep into his unique CSX (Customer Service Experience) philosophy and why he’s on a mission to separate service from the marketing noise that’s “ruining customer experience.”

You’ll hear Alex passionately break down his EPIC framework—Easy, Personalized, Intuitive, and Contextual—and share hard-won insights on making technology like AI work for the customer, instead of just chasing cost savings.

If you’re ready for an honest, sometimes unfiltered discussion about the pain points customers really face, and how practitioners, not just consultants, can drive CX that actually works, this episode is for you. Get inspired to challenge the status quo, put customer needs first, and advocate for change that adds real value—all while picking up actionable ideas to elevate your own customer service game.

Tune in as we kick off a new season with practical wisdom, industry stories, and a no-nonsense approach to CX that will have you rethinking everything you thought you knew about customer experience.

In this episode of the All Things Considered CX, host Bob Azman is joined by Scott Eichstad and Ted Itschert from Crecera Brands.

With a focus on authenticity and customer experience, Scott and Ted share their journey of transforming the customer service landscape within their organization. With nearly 60 years of shared experience, they discuss the challenges and strategies involved in breaking down silos, improving contact center operations, and fostering a customer-centric culture.

Gain insights from their stories of leadership, dedication, and the essential role of passion in driving customer engagement and satisfaction.

If you're ready to rethink and elevate your customer experience approach, this episode is packed with valuable lessons and inspiration.

In this episode of the All Things Considered CX, host Bob Azman is joined by Scott Eichstad and Ted Itschert from Crecera Brands.

With a focus on authenticity and customer experience, Scott and Ted share their journey of transforming the customer service landscape within their organization. With nearly 60 years of shared experience, they discuss the challenges and strategies involved in breaking down silos, improving contact center operations, and fostering a customer-centric culture.

Gain insights from their stories of leadership, dedication, and the essential role of passion in driving customer engagement and satisfaction.

If you're ready to rethink and elevate your customer experience approach, this episode is packed with valuable lessons and inspiration.

Gregg Majewski joins me on the podcast to discuss how to use technology to create better experiences as well as putting the consumer first in every aspect of your business.

Creating craveworthy experiences for consumers in the restaurant business.
Gregg Majewski is the Founder and CEO of Craveworthy Brands and the former CEO of Jimmy John’s. With over 23 years of experience as a senior executive in the restaurant industry, he has implemented and restructured companywide operational standards while driving growth and innovation. As CEO of Jimmy John’s, Majewski played a pivotal role in expanding the gourmet sandwich franchise from 33 to over 300 locations, implementing the widely known “freaky fast” delivery strategy. Since founding Craveworthy Brands in 2023, he has focused on revitalizing legacy brands, pioneering emerging concepts and building a growing portfolio of groundbreaking QSR and fast casual brands that align with his vision for the future of dining.

Carol is back! It’s great to welcome Carol Kaemmerer back to the podcast.
In this episode, Carol talks about 2025 – the year of the big stay and the great detachment!
She also talks about building your personal brand – by using the rule of 3’s!

Are you concerned about your current role, your career, your personal brand, your LinkedIn profile?
Carol took what seemed like shockingly bad news and turned it into an amazing opportunity. After a surprise downsizing in the Fortune 500 company she served as a consultant, Carol found that her 20 years of marketing communications experience provided the perfect set-up for helping professionals build their online brand. LinkedIn, she recognized, is an integral part of that brand-building. But many brilliant leaders, are unable to articulate their brand effectively on LinkedIn, and that was a weak link in their online reputation. She is a #1 Best-Selling author of the award-winning book, LinkedIn for the Savvy Executive, now in its Second Edition.

What a great episode to end 2024!

Conscious Consumerism. Eco-conscious consumers. The Eighth Notch. Integrating sustainability into the core touchpoints of the customer journey.
With over 25 years of leadership experience in the retail industry, Mike Robinson is a valuable addition to the founding team of The Eighth Notch, t8notch.com, a technology platform focused on sustainable last-mile deliveries. His expertise in digital retail growth, product management and technology delivery, gained through roles at Macys.com, Gap Inc., IBM, and PwC Consulting, make him a sought-after strategic advisor to several early-stage start-ups.
Additionally, Robinson serves as an Independent Board member of Vista Outdoors, Inc www.t8notch.com

I’m wrapping up the year with our continuing exploration of the effective utilization of AI in improving your organization’s customer experience.

My guest on this episode of the All Things Considered CX podcast is Andrew Carothers, CCXP.
Andrew Carothers is a Customer Experience executive known for developing innovative CX strategies that grow revenue, increase renewal rates, and expedite customer adoption. He recently suggested that the state of CX is characterized as being in our teenage years. On our podcast, he talks about how we’ve advanced to early adulthood! A founding member of Cisco System’s CX function, he helped build the function focusing on digital experience and partners. He’s a 12-time International Customer Experience award winner, and frequently writes and speaks on CX topics.

#CX #CXM #AI #DigitalExperience #CustomerExperience