Category Archives for "AAP Expert Sessions"

All Access Pass Expert Session with Marco Houthuijzen – Customer and Employee Centric

Bio​Marco HouthuijzenI offer service by meeting the customer’s needs. My super powers are authenticity, listening and inspiration.​”Customer Service is not a department. It is an attitude.”Each customer contact offers you the opportunity to renew and widen the relationship.Only when you listen to and know your customer’s needs and expectations, you can offer the products/services they […]


All Access Pass Expert Session with Paolo Fabrizio – Social Media CX

ResourcesEnglish articles / BookBio​Paolo FabrizioSocial & Digital Customer Service, Trainer, Author, Speaker”Paolo Fabrizio is a customer service pioneer. In the ’90s he took part at the start-up of the first online insurance company in Italy. Then in 2013 he launched, the leading digital customer service blog / podcast. Consultant, trainer and author, in 2015 […]


All Access Pass Expert Session with Andy Schulkind – Employee Empowerment and engagement

ResourcesAndy wrote a white paper about the importance of empathy training in the healthcare industry and is making it available here: What are your patients saying about their customer experienceBio​​Andy Schulkind, PresidentCustomer Experience Strategy, Patient Experience Strategy, Contact Center Operations, Education and DevelopmentAndy Schulkind, one of America’s foremost authorities on customer satisfaction, is a popular […]


All Access Pass Expert Session with Jim Rembach – EQ based Customer Experience Design

Resources Matthew-Dixon’s book  Jim’s mentors: Dr. Shay McConnen has a program called, An Even Better Place to Work, great for employee engagement and culture building.MHS on Emotional IntelligenceBio​​​Jim RembachI help Organizations and Contact Centers to win in customer retention and acquisition faster without wasting all of their money on gimmicks.My wife (of 24 years) tells folks that […]


All Access Pass Expert Session with Tema Frank – People Shock, the Path to Profits when Customers Rule

ResourcesBook: “People Shock, the path to profits when customers rule.” by Tema FrankFrank Reactions Podcasts on Customer ExperienceBio​Tema FrankSenior Customer Experience & Digital Marketing Strategist, International Speaker, Bestselling Author, Podcaster1. Omnichannel customer experience, digital marketing, and usability consultant, speaker, trainer and author, with three decades helping clients such as Bank of America, the Royal Bank […]


All Access Pass Expert Session with Errol Allen – Awesome Habit of a Highly Effective Boss

ResourcesErrol’s book “Keys To Delivering Amazing Customer Service!” Bio​​​Errol AllenCustomer Service Focused Operations Expert/Consultant/Speaker/AuthorI am a customer service and operations expert. A UK entity – Customer Service Guru has endowed me with the customer service guru title. You can even find me in the Silicon Valley Dictionary! I speak on customer service related […]


All Access Pass Expert Session with Noah Fleming – PROCESS is everything

ResourcesBooks:  The Customer Loyalty Loop deals with the Pick 3 ProcessDealing With Difficult Customers looking inward instead of blamingEvergreen, Cultivating the Enduring Customer Loyalty that Keeps your Business Thriving BioNoah FlemingI help 2M-2B+ companies create long-term, sustainable, highly profitable customer relationships. Author.We drive revenue for our clients by helping them maximize the value of every […]


All Access Pass Expert Session with John Spence – Creating a relationship that keeps customers coming back and referring others

ResourcesDragon Naturally SpeakingThe Abraham Venismach Portal on John Spence’s websiteToppling the Pyramids: Redefining the Way Companies are Run by Gerald Gross and Michael KayExtreme Ownership: How U.S. Navy SEALs Lead and Win by Jocko Willink and Leif Babin Bio​John SpenceOne of the top business and leadership experts in the world.For more than 23 years I […]


All Access Pass Expert Session with Shep Hyken – Creating your Brand of AMAZING CX

ResourcesShep’s Business RadioBooks & more,,,​​​Shep Hyken, Chief Amazement OfficerOne of the top business and leadership experts in the world.customer service, customer experience, customer-focused cultureShep Hyken has worked with hundreds of clients ranging from Fortune 100 size organizations to companies with less than 50 employees.Shep Hyken is a customer service and experience expert […]

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