Episode released on: September 11th, 2023
Unpacking the real Impact of Corporate Social Responsibility and Leadership with Bob Azman – THE CX GOALKEEPER – Transformation, Customer Experience, and Leadership Goals
Introduction:
Hello, esteemed leaders and transformation enthusiasts! Welcome back to another episode of the CX Goalkeeper Podcast, where we unravel the intricacies of transformation, leadership, and the ever-evolving world of Customer Experience.
In today’s episode, we have the privilege of hosting Bob Azman, a luminary in the realm of Customer Experience. Bob’s insights and experiences have shaped the CX landscape, and today, he’s here to share his wisdom with us.
About today’s guest:
Bob has over 40 years of customer experience, contact center leadership, and global operations management experience. He created Innovative CX Solutions in 2018 to share his expertise and help solve customer challenges far and wide, ultimately helping more companies make great CX possible.
Bob is a mainstay in the CX profession. He serves as Emeritus Chair of the board of the Customer Experience Professionals Organization (CXPA.org) having served in a variety of roles over many years. He is Adjunct Professor in the University of Minnesota Carlson School of Management’s Supply Chain and Operations Management department, teaching Supply Chain and Operations Management, Global Operations Strategy and Service Management at the undergraduate and MBA levels. He is a Senior Lecturer in various Executive Education MBA programs at Rutgers University School of Business.
Bob speaks frequently on the subject of developing effective customer experience and service strategies at industry forums and conferences where he receives top ratings on his interactive approach and unique ability to combine academic principles with real-life experiences.
Chapters:
00:00 Start
01:15 Introduction to Bob Azman
03:40 The Rising Importance of CSR in Today’s Business
06:25 Integrating CSR into Business Strategy
09:10 The Role of CSR in Employee Engagement
12:45 Stakeholder Expectations and CSR
15:30 Leading with Empathy in Modern Business
18:20 The Necessity of Continuous Learning for Leaders
21:00 Embracing Inclusivity in Leadership
23:45 The Critical Role of Feedback in Leadership Growth
26:50 Conclusion and Key Takeaways
28:31 Contact Details and Golden Nugget
Contact Details:
- https://www.linkedin.com/in/bobazman/
- All Things Considered CX – Bob’s Podcast
Book suggestion:
- Customer Experience 3, Writing Matters, We both co-authored this book with other CX experts
- Customer Experience 4, Writing Matters, We both co-authored this book with other CX experts
Golden Nuggets:
“I often close my classes, with some parting words, I call them parting words from the professor. And one of the things that I use is a quote from a movie called The Imitation Game. And it is, and I’m going to paraphrase a little bit, but it’s the people you least imagine that do the things no one can imagine. I really look at the power of the human element in being able to drive change in an organization. We oftentimes might look towards leadership, but reality is we can change a lot of things within the organization, with or without leadership’s support. So that that quote always is impactful to me to think about what can you do? What can you imagine that no one else has that you can change the world and change your organization.”
Bob Azman
“In my classes, I emphasize the unexpected potential in individuals, referencing a quote from ‘The Imitation Game’ about those least expected making unimaginable changes, underscoring the power of human-driven change in organizations, irrespective of leadership.”
Summary of the Episode:
The Significance of CSR Bob delves deep into the essence of CSR, emphasizing its importance in today’s business landscape.
“CSR isn’t just a buzzword; it’s a commitment to ethical practices that benefit both the company and society.”
Leadership’s Role in CSR Bob highlights the critical role of leadership in driving CSR initiatives. Leaders aren’t just figureheads; they’re the driving force behind meaningful change.
“True leadership is recognizing the bigger picture and understanding that businesses have a responsibility beyond profits.”
Challenges in Implementing CSR While CSR is crucial, it’s not without its challenges. Bob discusses the hurdles companies face, from resistance to change to navigating the complexities of global operations.
“Implementing CSR is a journey, not a destination. It requires continuous effort, adaptation, and, most importantly, genuine intent.”
Leadership Insights Bob shares invaluable insights on leadership, emphasizing the importance of adaptability, vision, and empathy.
“Leadership isn’t about authority; it’s about influence, vision, and driving positive change.”
Conclusion The conversation with Bob Azman offers a deep dive into the intertwined worlds of CSR and leadership. His insights serve as a reminder of the responsibilities businesses hold and the pivotal role leaders play in shaping a better future.
keywords: Customer Experience, CX Goalkeeper, Strategy, Metrics, Feedback, Journey Mapping, Touchpoints, Satisfaction, Loyalty, Engagement, Improvement, Challenges, Solutions, Trends, Best Practices, Innovation, Digital Transformation, Expectations, Personalization, Insights, Corporate Social Responsibility, CSR, Leadership, Sustainability, organization, customer experience.
#cxgoalkeeper #businesstransformation #leadership #customerexperience #podcast
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