Bob Azman, Mba, Ccxp

Bob Azman, Mba, Ccxp Email and Phone Number

CUSTOMER EXPERIENCE OFFICER and PRINCIPAL CONSULTANT @ InnovativeCX
Venice, FL, US
Bob Azman, Mba, Ccxp's Location
Venice, Florida, United States, United States
About Bob Azman, Mba, Ccxp

- Renowned Thought Leader in customer experience strategies and practices. - Author, Lecturer and Podcast HostAs a leader and industry authority, I am known for designing and executing unique customer-driven solutions that transform organizations and enhance the customer experience. Blending skills as a practitioner, educator and corporate leader, I have been successful over the past 25 years in sales, marketing, operations contact centers, customer experience and service. I have led global operations through transformation into organizations that are easier to do business with. I have been recognized for creating practical solutions that improve the overall customer experience, employee performance and profits. I enhance customer service by making it about the “customer experience.” I have found that to achieve a great customer experience, it is critical to understand what happens at each touch point. I look at the broader picture- how customers, employees, partners and business all come together- to develop strategies that satisfy the needs of customers, employees and the business. I talk to the people who deal with the customers to see how it is going. I get rid of the noise and get down to the basics to drive for excellence… and make it easier to do business. • Selected as Principal Consultant for the 2024 Paris Olympics and Paralympics to create a new design for Guest Services operations to enhance the overall customer experience in Paris and future games in Milan and Los Angeles. • Transformed global travel company into a leaner and more responsive operation while significantly reducing costs and improving the overall customer experience for travelers. • Consult with organizations across many industries to transform them into companies that are easier to do business with and implement strategies that improve their customer experience and service operations. • Leveraged data-driven insights to identify improvement opportunities and deliver innovative solutions.• Managed and directed global operations with multi-million dollar budgets.• Proven ability to generate multi-million dollar cost reductions by aligning people processes and tools while improving customer satisfaction.

Bob Azman, Mba, Ccxp's Current Company Details
InnovativeCX

Innovativecx

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CUSTOMER EXPERIENCE OFFICER and PRINCIPAL CONSULTANT
Venice, FL, US
Website:
innovativecx.com
Employees:
1
Bob Azman, Mba, Ccxp Work Experience Details
  • Innovativecx
    Customer Experience Officer And Principal Consultant
    Innovativecx
    Venice, Fl, Us
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  • Innovativecx
    Customer Experience Officer & Principal Consultant
    Innovativecx Jul 2018 - Present
    Venice, Florida, United States
    As founder and principal consultant of InnovativeCX, I specialize in: • Customer Experience (CX) Design and Execution• Sales and Service Experience and Design • Global Operations• Talent DevelopmentWith a straight-forward, action-oriented approach, InnovativeCX creates the best in class experience for businesses and customers and assists clients in developing and executing holistic strategies to meet overall goals. To achieve this, InnovativeCX helps businesses move past the noise, look at processes and understand the whole picture. Through benchmarking and assessment of the current customer experience, we dive into customer touchpoints and voice of the customer data, assess journey management, analyze gaps and identify goals and measures of success. An individualized CX roadmap is then developed based on our Know Me, Help Me Value Me™ approach.This in-depth understanding of the customer process results in effective strategies that improve the overall customer experience and performance of both the business and its employees.
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  • University Of Minnesota - Carlson School Of Management
    Senior Lecturer, Supply Chain And Operations Management
    University Of Minnesota - Carlson School Of Management Sep 2014 - Present
    Minneapolis, Minnesota, United States
    Supply Chain and Operations Instructor of Global Operations Strategy, Service Management and Supply Chain in Operations Management for undergraduate and MBA students.
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  • Rutgers Business School
    Senior Lecturer: Executive Education Programs
    Rutgers Business School Feb 2016 - Present
    Piscataway, New Jersey, United States
    Instructor of Customer Centric Management, Business Essentials and Digital Supply Chain Management for mini-MBA programs part of Rutgers Business School Executive Education Program.
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  • On Location
    Principal Consultant, 2024 Paris Olympics & Paralympics Guest Services
    On Location Oct 2021 - May 2023
    New York, United States
    Selected by the Paris 2024 Olympics and Paralympics as Principal Consultant and head of the greenfield startup and new design of the Olympics’ Guest Services. Collaborated with the Olympic Committee leaders to create a seamless guest experience dedicated to providing the ultimate Olympic fan experience In reworking the original Guest Services design, ensured that people processes and tools are aligned to support the new guest service operation with enhancement of communication and customer care strategies.• Partnered with the Olympic Committee develop strategies to translate the Paris Guest Services operations to the Milan and Los Angeles Olympics and Paralympic games.
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  • Carlson Wagonlit Travel
    Vice President, Global Contact Center Operations And Customer Experience
    Carlson Wagonlit Travel May 2016 - Jul 2017
    Minneapolis, Minnesota, United States
    Directed customer and technical service operations for one of the world’s largest travel management companies. As Vice President, managed budget exceeding $300,000,000 and operations in Canada, United States and Latin America, as well as global sites in Poland, Manila, Bogota and Costa Rica, with over 4500 employees located globally. With priority on quality, transformed the business into a leaner, more responsive organization, significantly reducing costs, redesigning processes and improving the overall customer experience for business travel management clients and their travelers. • Designed and implemented a “follow-the-sun” business model which offered services around the clock to global customers all day, every day. • Served as the key operations contact for CWT’s top ten clients.• Established an executive sponsorship program.
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  • Ttec Digital
    Customer Experience Officer (Cxo)
    Ttec Digital Jun 2014 - May 2016
    Bloomington, Mn
    Designed and initiated a unique end-to-end Customer Experience Consulting Practice and internal colleague experience for TTEC Digital, a $100 million integrated customer experience strategy and technology organization. Through the success of Customer Service Consulting, TTEC Digital became a national brand. Working with clients in a variety of market segments and organizations, I studied their organization and improved their customer experience with a unique approach featuring defined deliverables and measurable outcomes. As a result, these companies became easier to do business with. • Became recognized as a “thought leader” in customer experience strategies and practices, providing guidance and leading change in multiple organizations in industries including healthcare, retail, manufacturing, educational publishing, industrial supply chain and financial services.
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  • Thomson Reuters
    Senior Vice President Of Customer Experience
    Thomson Reuters 2007 - 2013
    Eagan, Minnesota, United States
    Provided internal consulting services to internal business units and operating functions of Thomson Reuters, creating a leaner, more efficient operation. Developed “Customer Touch Point” initiative through analysis of 40+customer points to increase customer centricity. This mindset helps businesses make decisions based on deeper understanding of the effect on customers and end-users with focus on the customer and specific targeted segments.  Led global operations to Thomson Reuters’ Legal Division.
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  • Ceridian
    Senior Vice President, Customer Operations
    Ceridian 2003 - 2007
    Managed the contact centers for Ceridian's payroll division.
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Bob Azman, Mba, Ccxp Education Details

Frequently Asked Questions about Bob Azman, Mba, Ccxp

What company does Bob Azman, Mba, Ccxp work for?

Bob Azman, Mba, Ccxp works for Innovativecx

What is Bob Azman, Mba, Ccxp's role at the current company?

Bob Azman, Mba, Ccxp's current role is CUSTOMER EXPERIENCE OFFICER and PRINCIPAL CONSULTANT.

What schools did Bob Azman, Mba, Ccxp attend?

Bob Azman, Mba, Ccxp attended University Of St. Thomas - Opus College Of Business, University Of St. Thomas, Thomson Reuters Global Executive Program/ Dartmouth Tuck School Of Business.

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