Bob Azman, Vice President, Carlson Wagonlit Traveler Services, Americas and Global is responsible for all customer and technical service operations in Canada, the United States and Latin America as well as global sites located in Poland, Manila, Bogota and Costa Rica. In this role, Bob is transforming the customer experience for clients and travelers of Carlson Wagonlit Travel. Prior to joining CWT, Bob was Chief Experience Officer, at Avtex Consulting Solutions, LLC. In that role, he consulted with companies in a variety of industries on developing and implementing strategies to improve their overall customer experience and service operations. Twenty-two of his thirty seven years in business are in service operations leadership roles that have prepared him well for his role at CWT. As a thought leader, practitioner and business partner in customer experience design and execution, he provides a unique perspective on creating companies that are easy to do business with.
Bob brings a wealth of diverse, general operations and business background as an executive at large corporations such as Thomson Reuters, Ceridian and Deluxe Corporation. He has managed global customer service and technical support organizations as well as software implementation and training and development functions in the US, the Philippines, India, South America, Australia, Japan and Europe.
Bob earned both his MBA and BA degrees from the University of St. Thomas in St. Paul, MN. He is Vice-Chairperson of the Customer Experience Professional Association national board as well as a Certified Customer Experience Professional. He is an Adjunct Professor at the University of Minnesota, Carlson School of Management, in the Supply Chain and Operations department teaching Global and Service Operations Strategy and Management at the undergraduate and MBA levels. He is also a guest lecturer in the MBA program at the University of St. Thomas Opus School of Business. He is a frequent speaker 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.