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Hey CX Nation,

In this week's episode of The CXChronicles Podcast #272, we welcomed Matt Rubright, Chief Customer Officer at Jam.dev based in Seattle, WA.

Jam powers the complete software development lifecycle, with AI that eliminates 84% of bug reproduction tasks, so your engineers can ship clean code faster.

Jam AI adds the relevant logs and steps to make every bug report actionable. With integrations with best-in-class issue trackers & other product management tools, Jam fits right into EPD workflows.

In this episode, Matt and Adrian chat through the Four CX Pillars: Team, Tools, Process & Feedback. Plus share some of the ideas that his team think through on a daily basis to build world class customer experiences.

Episode #272 Highlight Reel:

1. 1-click bug reports devs love
2. Go from testing to production more efficiently
3. Implementing tech changes within an organization
4. Building playbooks to guide your team & create CX consistency
5. Leveraging feedback to build high-performing teams

Click here to learn more about Matt Rubright

Click here to learn more about Jam.dev

Huge thanks to Matt for coming on The CXChronicles Podcast and featuring his work and efforts in pushing the customer experience & contact center space into the future.

For all of our Apple & Spotify podcast listener friends, make sure you are following CXC & please leave a 5 star review so we can find new members of the "CX Nation".

You know what would be even better?

Go tell your friends or teammates about CXC's custom content, strategic partner solutions (Hubspot, Intercom, & Freshworks) & On-Demand services & invite them to join the CX Nation, a community of 15K+ customer focused business leaders!

Want to see how your customer experience compares to the world's top-performing customer focused companies?

Check out the CXC Healthzone, an intelligence platform that shares benchmarks & insights for how companies across the world are tackling The Four CX Pillars: Team, Tools, Process & Feedback & how they are building an AI-powered foundation for the future.

Thanks to all of you for being apart of the "CX Nation" and helping customer focused business leaders across the world make happiness a habit!

Reach Out To CXC Today!

Support the show

Contact CXChronicles Today

• Tweet us @cxchronicles
• Check out our Instagram @cxchronicles
• Click here to checkout the CXC website
• Email us at info@cxchronicles.com

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Hey CX Nation,

In this week's episode of The CXChronicles Podcast #271, we welcomed Marcus Smith, CEO at Cloud Trailz based in Atlanta, GA.

Cloud Trailz offers their customers Saleforce help without all of the hassle by providing professional, expert users that come with the playbooks required to achieve utilization & success with the world's largest CRM.

In this episode, Marcus and Adrian chat through the Four CX Pillars: Team, Tools, Process & Feedback. Plus share some of the ideas that his team think through on a daily basis to build world class customer experiences.

Episode #271 Highlight Reel:

1. Salesforce utilization management in today's world
2. Why you might be over-building your CRM
3. Implementing tech changes within an organization
4. Building playbooks to guide your team & create consistency
5. Leveraging 360 feedback to build high-performing teams

Click here to learn more about Marcus Smith

Click here to learn more about Cloud Trailz

Huge thanks to Marcus for coming on The CXChronicles Podcast and featuring his work and efforts in pushing the customer experience & contact center space into the future.

For all of our Apple & Spotify podcast listener friends, make sure you are following CXC & please leave a 5 star review so we can find new members of the "CX Nation".

You know what would be even better?

Go tell your friends or teammates about CXC's custom content, strategic partner solutions (Hubspot, Intercom, & Freshworks) & On-Demand services & invite them to join the CX Nation, a community of 15K+ customer focused business leaders!

Want to see how your customer experience compares to the world's top-performing customer focused companies?

Check out the CXC Healthzone, an intelligence platform that shares benchmarks & insights for how companies across the world are tackling The Four CX Pillars: Team, Tools, Process & Feedback & how they are building an AI-powered foundation for the future.

Thanks to all of you for being apart of the "CX Nation" and helping customer focused business leaders across the world make happiness a habit!

Reach Out To CXC Today!

Support the show

Contact CXChronicles Today

• Tweet us @cxchronicles
• Check out our Instagram @cxchronicles
• Click here to checkout the CXC website
• Email us at info@cxchronicles.com

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Hey CX Nation,

In this week's CXWeekly Update episode I walk through some ideas, goals & CTAs that me & the team at CXC have been focused on.

Full candor, we're in a full blown sales sprint to the end of the year to close 2025 with a bang & tee up the best year yet in 2026.

We're also working on a ton of new customer focused business content -- including my 2nd book "Make Happiness A Habit" that we are launching in the New Year.

Don't worry we have a ton of amazing guest interviews coming down the pipeline over the next couple of weeks.

Part of our goal at CXC is to create some of the best customer focused business leader content, including short episodes like these CXWeekly updates that are digestible, actionable & most importantly entertaining for all of you.

Huge thanks for all of you who helped to celebrate our 5 year anniversary of building CXChronicles, it's been a hell of a journey.

Approaching 300+ episodes of customer focused business content

Worked with 150+ companies across the world helping make customer & employee happiness a habit

Partnered with biggest players in software & technology including Salesforce, Hubspot, Intercom, Zendesk, & Freshworks.

Launched CXC Healthzone Intelligence Platform, go see how your company's CX stacks up the rest.

If you enjoy The CXChronicles Podcast, stop by your favorite podcast player and leave us a review today.

You know what would be even better?

Go tell one of your friends or teammates about CXC's content, CX/CS/RevOps services, our customer & employee focused community & invite them to join the CX Nation!

For you non-readers, go check out the CXChronicles Youtube channel to see our customer & employee focused video content & short-reel CTAs to improve your CX/CS/RevOps performance today (politely go smash that subscribe button).

Contact us anytime to learn more about CXC at INFO@cxchronicles.com and ask us about how we can help your business & team make customer happiness a habit now!

Reach Out To CXC Today!

Support the show

Contact CXChronicles Today

• Tweet us @cxchronicles
• Check out our Instagram @cxchronicles
• Click here to checkout the CXC website
• Email us at info@cxchronicles.com

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Hey CX Nation,

In this week's episode of The CXChronicles Podcast #269, we welcomed Valerie Li, Co-Founder & CEO of Duckie.ai based in San Francisco, CA.

Duckie. ai is a no-code platform for customer support teams to build their own AI agents to deflect tickets and automate repetitive processes.

In this episode, Valerie and Adrian chat through the Four CX Pillars: Team, Tools, Process & Feedback. Plus share some of the ideas that Michele & her team think through on a daily basis to build world class customer experiences.

Episode #269 Highlight Reel:

1. AI-Driven Support Is The Future
2. Enhancing CX and EX Through AI
3. Building Customizable AI Support Bots
4. Leveraging Engineering For Strategic Growth
5. AI-Powered Customer Feedback Analysis

Click here to learn more about Valerie Li

Click here to learn more about Duckie.ai

Huge thanks to Valerie for coming on The CXChronicles Podcast and featuring her work and efforts in pushing the customer experience & contact center space into the future.

For Apple & Spotify podcast listener friends, make sure you are following CXC & leave a 5 star review so we can find new members of the "CX Nation".

You know what would be even better?

Go tell your friends or teammates about CXC's custom content, strategic partner solutions (Hubspot, Intercom, & Freshworks to name a few) & On-Demand services & invite them to join the CX Nation, a community of 15K+ customer focused business leaders!

Want to see how your customer experience compares to the world's top-performing customer focused companies?

Check out the CXC Healthzone, an intelligence platform that shares benchmarks & insights for how companies across the world are tackling The Four CX Pillars: Team, Tools, Process & Feedback & how they are building an AI-powered foundation for the future.

Thanks to all of you for being apart of the "CX Nation" and helping customer focused business leaders across the world make happiness a habit!

Reach Out To CXC Today!

Support the show

Contact CXChronicles Today

• Tweet us @cxchronicles
• Check out our Instagram @cxchronicles
• Click here to checkout the CXC website
• Email us at info@cxchronicles.com

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Hey CX Nation,

Here's the first CXWeekly Update from CXC in a long time!

This week's episode I walk through some ideas, goals & CTAs that I've learned from the 5 years of building CXC.

Don't worry we have a ton of amazing guest interviews coming down the pipeline over the next couple of weeks.

Part of our goal at CXC is to create more customer focused business leader content, including short episodes like these ones that are digestible, actionable & most importantly entertaining & valuable for all of you.

Full candor, we also wanted to celebrate our 5 year anniversary of building CXChronicles.

We are approaching 300+ episodes of customer focused business content, we've worked with almost 150+ companies across the world helping them make customer & employee happiness a habit & we are now partnered with some of biggest players in software & technology including Salesforce, Hubspot, Intercom, Zendesk, & Freshworks to name a few.

If you enjoy The CXChronicles Podcast, stop by your favorite podcast player and leave us a review today.

You know what would be even better?

Go tell one of your friends or teammates about CXC's content, CX/CS/RevOps services, our customer & employee focused community & invite them to join the CX Nation!

Are you looking to learn more about the world of Customer Experience, Customer Success & Revenue Operations?

Click here to grab a copy of my book "The Four CX Pillars To Grow Your Business Now" available on Amazon or the CXC website.

For you non-readers, go check out the CXChronicles Youtube channel to see our customer & employee focused video content & short-reel CTAs to improve your CX/CS/RevOps performance today (politely go smash that subscribe button).

Contact us anytime to learn more about CXC at INFO@cxchronicles.com and ask us about how we can help your business & team make customer happiness a habit now!

Reach Out To CXC Today!

Support the show

Contact CXChronicles Today

• Tweet us @cxchronicles
• Check out our Instagram @cxchronicles
• Click here to checkout the CXC website
• Email us at info@cxchronicles.com

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Hey CX Nation,

In this week's episode of The CXChronicles Podcast #267, we welcomed Michele Shane, SVP Business Development at UJet.CX based in San Francisco, CA.

UJET is a next-generation cloud contact center platform that leverages AI to modernize the customer experience.

The UJet.CX platform & services embed intelligent automation at every touchpoint, empowering agents, optimizing customer journeys, and transforming operations into real-time insight engines.

In this episode, Michele and Adrian chat through the Four CX Pillars: Team, Tools, Process & Feedback. Plus share some of the ideas that Michele & her team think through on a daily basis to build world class customer experiences.

Episode #267 Highlight Reel:

1. Human-centric approach to CX & growing your business
2. Power of people over technology & building your vision
3. Slow is smooth & smooth is fast
4. Importance of constant feedback from customers, employees & builders
5. Taking action on the right bits of customer feedback

Click here to learn more about Michele Shane

Click here to learn more about UJet.CX

Huge thanks to Michele for coming on The CXChronicles Podcast and featuring her work and efforts in pushing the customer experience & contact center space into the future.

For Apple & Spotify podcast listener friends, make sure you are following CXC & leave a 5 star review so we can find new members of the "CX Nation".

You know what would be even better?

Go tell your friends or teammates about CXC's custom content, strategic partner solutions (Hubspot, Intercom, & Freshworks to name a few) & On-Demand services & invite them to join the CX Nation, a community of 15K+ customer focused business leaders!

Want to see how your customer experience compares to the world's top-performing customer focused companies?

Be one of our Pioneer users of the recently launched CXC Healthzone, an intelligence platform that shares benchmarks & insights for how companies across the world are tackling The Four CX Pillars: Team, Tools, Process & Feedback & how they are building an AI-powered foundation for the future.

Thanks to all of you for being apart of the "CX Nation" and helping customer focused business leaders across the world make happiness a habit!

Reach Out To CXC Today!

Support the show

Contact CXChronicles Today

• Tweet us @cxchronicles
• Check out our Instagram @cxchronicles
• Click here to checkout the CXC website
• Email us at info@cxchronicles.com

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Hey CX Nation,

In this week's episode of The CXChronicles Podcast #266, we welcomed Adam Coffey, Founding Partner of The Chairman Group based in Dallas, TX.

The Chairman Group™ is a consulting firm founded by Adam Coffey. Adam spent 21 years building 3 national companies for 9 private equity firms. During his career Adam completed 58 acquisitions and had $2.4 billion in successful exits.

As an author, Adam's books "The Private Equity Playbook" (2019) (2024), "The Exit Strategy Playbook" (2021) and Empire Builder (2023) all became #1 Amazon Best Sellers.

His mission today is to help business owners, private equity firms and executives maximize outcomes.

In this episode, Adam and Adrian chat through the Four CX Pillars: Team, Tools, Process & Feedback. Plus share some of the ideas that Adam & his team think through on a daily basis to build world class customer experiences.

Episode #266 Highlight Reel:

1. The "Pilot's Philosophy": Know Your Destination
2. Fixing what matters most in any customer experience
3. Focusing on the "high-value" work as a Founder/CEO
4. Avoiding arrogance & mastering the art of delegation
5. Dreamers vs. Does -- stop dreaming & start doing

Click here to learn more about Adam Coffey

Click here to learn more about The Chairman Group

Huge thanks to Adam for coming on The CXChronicles Podcast and featuring his work and efforts in pushing the customer experience & private equity space into the future.

For Apple & Spotify podcast listener friends, make sure you are following CXC & leave a 5 star review so we can find new members of the "CX Nation".

You know what would be even better?

Go tell your friends or teammates about CXC's custom content, strategic partner solutions (Hubspot, Intercom, & Freshworks to name a few) & On-Demand services & invite them to join the CX Nation, a community of 15K+ customer focused business leaders!

Want to see how your customer experience compares to the world's top-performing customer focused companies?

Be one of our Pioneer users of the recently launched CXC Healthzone, an intelligence platform that shares benchmarks & insights for how companies across the world are tackling The Four CX Pillars: Team, Tools, Process & Feedback & how they are building an AI-powered foundation for the future.

Thanks to all of you for being apart of the "CX Nation" and helping customer focused business leaders across the world make happiness a habit!

Reach Out To CXC Today!

Support the show

Contact CXChronicles Today

• Tweet us @cxchronicles
• Check out our Instagram @cxchronicles
• Click here to checkout the CXC website
• Email us at info@cxchronicles.com

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Hey CX Nation,

In this week's episode of The CXChronicles Podcast #265, we welcomed Mario Baddour, President & CEO of InteLogix, based in Park City, UT.

InteLogix provides customer experience (CX) solutions and accounts receivable management (ARM) operations that enhance customer loyalty and revenue for their clients.

They combine human engagement with digital tools and automation to minimize customer effort and boost loyalty by offer long-term value through scalable CX and both first-party and third-party ARM operations.

Their mission is to make lives better by engaging, listening, and resolving consumer concerns and obligations with empathy and innovation. And advocate for their clients brands and reputations as their own.

In this episode, Mario and Adrian chat through the Four CX Pillars: Team, Tools, Process & Feedback. Plus share some of the ideas that his team at InteLogix think through on a daily basis to build world class customer experiences.

Episode #265 Highlight Reel:

1. Focusing on building an elite Team above all else to drive success & growth
2. Solving problems for your customers & providing constant value
3. Structuring & configuring your data before finding the optimal tech-solutions
4. Building & deploying living playbooks to propel your team forward rapidly
5. Taking customer data & feedback to drive product development

Click here to learn more about Mario Baddour

Click here to learn more about InteLogix

Huge thanks to Mario for coming on The CXChronicles Podcast and featuring his work and efforts in pushing the customer experience & customer contact space into the future.

For Apple & Spotify podcast listener friends, make sure you are following CXC & leave a 5 star review so we can find new members of the "CX Nation".

You know what would be even better?

Go tell your friends or teammates about CXC's custom content, strategic partner solutions (Hubspot, Intercom, & Freshworks to name a few) & On-Demand services & invite them to join the CX Nation, a community of 15K+ customer focused business leaders!

Want to see how your customer experience compares to the world's top-performing customer focused companies?

We launched CXC Healthzone, an intelligence platform that shares benchmarks & insights for how companies across the world are tackling The Four CX Pillars: Team, Tools, Process & Feedback & how they are building the pillars upon an AI-powered foundation for the future.

Huge thanks for being apart of the "CX Nation" and helping customer focused business leaders across the world make happiness a habit!

Reach Out To CXC Today!

Support the show

Contact CXChronicles Today

• Tweet us @cxchronicles
• Check out our Instagram @cxchronicles
• Click here to checkout the CXC website
• Email us at info@cxchronicles.com

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Hey CX Nation,

In this week's episode of The CXChronicles Podcast #264, we welcomed Mika Yamamoto, Chief Customer and Marketing Officer at Freshworks based in San Mateo, CA.

Freshworks Inc. (NASDAQ: FRSH) builds uncomplicated service software that delivers exceptional customer and employee experiences.

Their enterprise-grade solutions are powerful, yet easy to use, and quick to deliver results. Their people-first approach to AI eliminates friction, making employees more effective and organizations more productive.

Over 74,000 companies, including Bridgestone, New Balance, Nucor, S&P Global, and Sony Music, trust Freshworks’ customer experience (CX) and employee experience (EX) software to fuel customer loyalty and service efficiency.

In this episode, Mika and Adrian chat through the Four CX Pillars: Team, Tools, Process & Feedback. Plus share some of the ideas that her team at Freshworks think through on a daily basis to build world class customer experiences.

Episode #264 Highlight Reel:

1. The power of reflection & attention to the customer journey you're building
2. Enhancing customer experience through employee engagement
3. Building your playbook on tech-stack efficiency and utilization
4. Breaking down silos to build world-class customer & employee experiences
5. Investing in "Voice of Customer" (VOC) & "Voice of Employee" (VOE)

Click here to learn more about Mika Yamamoto

Click here to learn more about Freshworks

Huge thanks to Mika for coming on The CXChronicles Podcast and featuring her work and efforts in pushing the customer experience & customer success space into the future.

For our Apple & Spotify podcast listener friends, make sure you are following CXC & please leave a 5 star review so we can find new listeners & members of the "CX Nation".

You know what would be even better?

Go tell one of your friends or teammates about CXC's custom content, strategic partner solutions (Hubspot, Intercom, & Freshworks to name a few) & On-Demand services & invite them to join the CX Nation, a community of nearly 15K+ customer focused business leaders!

Want to see how your customer experience compares to the world's best CX-driven companies?

We recently launched CXC Healthzone, an intelligence platform that shares benchmarks & insights for how companies across the world are tackling The Four CX Pillars: Team, Tools, Process & Feedback & how they are building the pillars upon an AI-powered foundation for the future.

Huge thanks for being apart of the "CX Nation" and helping customer focused business leaders across the world make happiness a habit!

Reach Out To CXC Today!

Support the show

Contact CXChronicles Today

• Tweet us @cxchronicles
• Check out our Instagram @cxchronicles
• Click here to checkout the CXC website
• Email us at info@cxchronicles.com

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Hey CX Nation,

In this week's episode of The CXChronicles Podcast #263, we welcomed Maxime Marchand, Senior Director of Product Management at GoTo based in Montreal, Quebec, Canada.

As the leader in cloud communications and IT, GoTo addresses real-world challenges with practical innovations and a customer-first mindset. They offer secure, reliable, and AI-enabled solutions that are simple to adopt for small and midsize businesses and scalable to enterprises worldwide.

Customers around the world rely on our products—GoTo Connect, LogMeIn Rescue, LogMeIn Resolve, GoTo Webinar, Grasshopper, and more—for consistent high performance and unbeatable uptime on any device.

In this episode, Maxime and Adrian chat through the Four CX Pillars: Team, Tools, Process & Feedback. Plus share some of the ideas that his team at GoTo think through on a daily basis to build world class customer experiences.

Episode #263 Highlight Reel:

1. Organizational alignment through product management
2. The journey from engineer to CX leader
3. How speed, alignment & focus create growth opportunities
4. One-stop platform for managing customer communications
5. Constant customer listening to drive growth

Click here to learn more about Maxime Marchand

Click here to learn more about GoTo

Huge thanks to Max for coming on The CXChronicles Podcast and featuring his work and efforts in pushing the customer experience & customer success space into the future.

If you enjoy The CXChronicles Podcast, stop by your favorite podcast player hit the follow button and leave us a review today.

For our Spotify friends, make sure you are following CXC & please leave a 5 star review so we can find new listeners & members of our community.

For our Apple friends, same deal -- follow CXCP and leave us a review letting folks know why you love our customer focused content.

You know what would be even better?

Go tell one of your friends or teammates about CXC's content, strategic partners (Hubspot, Intercom, & Zendesk) & On-Demand services & invite them to join the CX Nation!

Want to see how your customer experience stacks up to others, ask us about the CXC Healthzone, an intelligence platform that shares benchmarks & insights from companies across the world.

Huge thanks for being apart of the "CX Nation" and helping customer focused business leaders across the world make happiness a habit!

Reach Out To CXC Today!

Support the show

Contact CXChronicles Today

• Tweet us @cxchronicles
• Check out our Instagram @cxchronicles
• Click here to checkout the CXC website
• Email us at info@cxchronicles.com

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Hey CX Nation,

In this week's episode of The CXChronicles Podcast #262, we welcomed Pasquale DeMaio, Vice President at Amazon Web Services (AWS) based in Seattle, WA.

Launched in 2006, Amazon Web Services (AWS) began exposing key infrastructure services to businesses in the form of web services -- now widely known as cloud computing.

Today, Amazon Web Services provides a highly reliable, scalable, low-cost infrastructure platform in the cloud that powers hundreds of thousands of businesses in 190 countries around the world.

With data center locations in the U.S., Europe, Singapore, and Japan, customers across all industries are taking advantage of our low cost, elastic, open and flexible, secure platform.

In this episode, Pasquale and Adrian chat through the Four CX Pillars: Team, Tools, Process & Feedback. Plus share some of the ideas that his team at AWS think through on a daily basis to build world class customer experiences.

Episode #262 Highlight Reel:

1. How AWS thinks about team-building strategies
2. Leveraging Amazon Connect's Unified AI Engine
3. Streamlining customer service & success to fuel growth
4. Investing & supporting employee-driven innovation & cross-team collaboration
5. Building customer-centricity into the DNA of your engineering team

Click here to learn more about Pasquale DeMaio

Click here to learn more about Amazon Web Services (AWS)

Huge thanks to Pasquale for coming on The CXChronicles Podcast and featuring his work and efforts in pushing the customer experience & customer success space into the future.

If you enjoy The CXChronicles Podcast, stop by your favorite podcast player hit the follow button and leave us a review today.

For our Spotify friends, make sure you are following CXC & please leave a 5 star review so we can find new listeners & members of our community.

For our Apple friends, same deal -- follow CXCP and leave us a review letting folks know why you love our customer focused content.

You know what would be even better?

Go tell one of your friends or teammates about CXC's content, strategic partners (Hubspot, Intercom, & Zendesk) & On-Demand services & invite them to join the CX Nation!

Want to see how your customer experience stacks up to others, ask us about the CXC Healthzone, an intelligence platform that shares benchmarks & insights from companies across the world.

Huge thanks for being apart of the "CX Nation" and helping customer focused business leaders across the world make happiness a habit!

Reach Out To CXC Today!

Support the show

Contact CXChronicles Today

• Tweet us @cxchronicles
• Check out our Instagram @cxchronicles
• Click here to checkout the CXC website
• Email us at info@cxchronicles.com

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Hey CX Nation,

In this week's episode of The CXChronicles Podcast #261 we were capturing live interviews at Customer Contact Week at The Caeasar's Forum in Las Vegas, NV.

We joined 5,000+ attendees, from 49 states, 51 countries, and spent time meeting & learning from 250+ of the largest solution providers in the CX & customer contact center space.

Let's call it what is folks, this is essentially the "Super Bowl of CX" the best & brightest companies in our game gather at CCW to talk shop & share their latest & greatest features, gadgets & services.

Our guest interviews for this IRL (in-real life) event episode included: Peter Nilsson (Microsoft), Michael Kinsella & Tomas Piacek (Klearcom), Ashu Dubey (Alhena AI) Janet Vito & Emily Cash (Cyara).

Each of the guests in this episode had unique points of view on the state of CX/CS/Customer Support & what the future of business will look like in today's world thanks to our favorite new little buddy, AI.

Episode #261 Highlight Reel:

1. CXC IRL Interviews from CCW Las Vegas 2025
2. Learnings from 250+ leading solution providers in customer contact
3. Things that are top of mind for CX/CS/Support executives
4. Improving your customer experience & building alongside AI for the future
5. Examples of world-leading AI companies/solutions to keep your eyes on

Click here to watch CXCP #261 On CXC Youtube

Click here to learn about Customer Contact Week

Huge thanks to everyone for joining us on this week's episode of The CXChronicles Podcast and featuring their work and efforts in pushing the customer & employee (agent) experience space into the future.

If you enjoy The CXChronicles Podcast, stop by your favorite podcast player hit the follow button and leave us a review today.

For our Apple & Spotify friends, make sure you are following CXC & please leave a 5 star review so we can find new listeners & members to expand our customer focused community.

You know what would be even better?

Go tell one of your friends or teammates about CXC's content, strategic partners (Hubspot, Intercom, Zendesk, Freshworks, Forethought AI & Ascendr) + check-out the CXC Healthzone to learn more about our CX/CS/RevOps focused on-demand services.

Are you looking to learn more about the world of Customer Sales & Marketing, Customer Experience, Customer Success, Employee Experience & Revenue Operations?

Click here to grab a copy of my book "The Four CX Pillars To Grow Your Business Now" available on Amazon or the CXC website.

For you non-readers, go check out the CXChronicles Youtube channel to see our customer & employee focused business content.

Reach Out To CXC Today!

Support the show

Contact CXChronicles Today

• Tweet us @cxchronicles
• Check out our Instagram @cxchronicles
• Click here to checkout the CXC website
• Email us at info@cxchronicles.com

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Hey CX Nation,

In this week's episode of The CXChronicles Podcast #260, we welcomed Patrick McCullough, President of Hallmark Business Connections, based in Kansas City, MO.

Just like you rely on Hallmark to strengthen your personal relationships, you can count on them to keep your business going and growing.

We help businesses by turning customers into advocates, employees into champions and companies into more connected environments all through the power of an unexpected Hallmark card.

Nothing better than a "tangible thank you" in a world where everything seems to be moving towards digital.

In this episode, Patrick and Adrian chat through the Four CX Pillars: Team, Tools, Process & Feedback. Plus share some of the ideas that his team at Hallmark Business Connections think through on a daily basis to build world class customer experiences.

Episode #260 Highlight Reel:

1. Hallmark cards -- the game changer in a digital world
2. Leveraging traditional mediums to grow your business & CX efforts
3. Why tangible gifts & notes are still extremely beneficial in business
4. Expanding your tool-kit for customer & employee shout-outs
5. What we can learn from Hallmark about remaining relevant over decades

Click here to learn more about Patrick McCullough

Click here to learn more about Hallmark Business Connections

Huge thanks to Patrick for coming on The CXChronicles Podcast and featuring his work and efforts in pushing the customer experience & customer success space into the future.

If you enjoy The CXChronicles Podcast, stop by your favorite podcast player hit the follow button and leave us a review today.

For our Spotify friends, make sure you are following CXC & please leave a 5 star review so we can find new listeners & members of our community.

For our Apple friends, same deal -- follow CXCP and leave us a review letting folks know why you love our customer focused content.

You know what would be even better?

Go tell one of your friends or teammates about CXC's content, our strategic partners (Hubspot, Intercom, & Zendesk) + they can learn more about our CX/CS/RevOps On-Demand services & please invite them to join the CX Nation!

Are you looking to learn more about the world of Customer Experience, Customer Success & Revenue Operations?

Click here to grab a copy of my book "The Four CX Pillars To Grow Your Business Now" available on Amazon or the CXC website.

Reach Out To CXC Today!

Support the show

Contact CXChronicles Today

• Tweet us @cxchronicles
• Check out our Instagram @cxchronicles
• Click here to checkout the CXC website
• Email us at info@cxchronicles.com

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Hey CX Nation,

In this week's episode of The CXChronicles Podcast #259, we welcomed Joe Anderson, Senior Director - Head of CX & Digital Transformation at TaskUs based in New Braunfels, TX.

TaskUs is a different breed of BPO. They are a collective of highly capable humans, who understand how to deploy technology and data to best serve your purpose.

From Digital CX to Trust & Safety, AI Services, Risk + Response, Consulting, and anything in between, we consider ourselves responsible for protecting our partners’ interests and supporting their long term success through innovation and technology - powered by ridiculously smart people.

In this episode, Joe and Adrian chat through the Four CX Pillars: Team, Tools, Process & Feedback. Plus share some of the ideas that his team at TaskUs think through on a daily basis to build world class customer experiences.

Episode #259 Highlight Reel:

1. Leading AI-safety initiatives at TaskUs
2. Developing and leveraging AI-powered analytics for customers
3. Partnering with Decagon and Regal focusing on augmentation
4. Constant monitoring & analysis of customer interactions to fuel sales
5. Leveraging playbooks & how-to guides to create incredible EX

Click here to learn more about Joe Anderson

Click here to learn more about TaskUs

Huge thanks to Joe for coming on The CXChronicles Podcast and featuring his work and efforts in pushing the customer experience & customer success space into the future.

If you enjoy The CXChronicles Podcast, stop by your favorite podcast player hit the follow button and leave us a review today.

For our Spotify friends, make sure you are following CXC & please leave a 5 star review so we can find new listeners & members of our community.

For our Apple friends, same deal -- follow CXCP and leave us a review letting folks know why you love our customer focused content.

You know what would be even better?

Go tell one of your friends or teammates about CXC's content, our strategic partners (Hubspot, Intercom, & Zendesk) + they can learn more about our CX/CS/RevOps On-Demand services & please invite them to join the CX Nation!

Are you looking to learn more about the world of Customer Experience, Customer Success & Revenue Operations?

Click here to grab a copy of my book "The Four CX Pillars To Grow Your Business Now" available on Amazon or the CXC website.

Reach Out To CXC Today!

Support the show

Contact CXChronicles Today

• Tweet us @cxchronicles
• Check out our Instagram @cxchronicles
• Click here to checkout the CXC website
• Email us at info@cxchronicles.com

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Hey CX Nation,

In this week's episode of The CXChronicles Podcast #258 we were live at Cyara XChange 2025 based in The W Hotel in downtown Austin, TX.

XChange is an industry event focused solely on customer experience assurance, where industry leaders come together with peers and industry experts, as well as Cyara leaders and product teams, to network, collaborate, and gain new strategies to help achieve their CX/CS objectives and elevate key contact center performance metrics for the future.

Our guest interviews for this IRL (in-real life) event episode included: Peter Nilsson & Aravinda Damarla (Microsoft), Erica McMannes (Instant Teams), Deon Nicholas (Forethought AI), Rishi Rana (Cyara), Abhijit Banerjee (Canada Life) & Mitch Risner (Cyara).

Each of the guests in this episode had unique points of view on the state of CX/CS/Customer Support & what the future of business will look like in today's world thanks to AI.

In this episode, Adrian chats with the XChange 2025 guests about how they are equipping their customers & teammates with the power of AI + building flexible new solutions to scale their business into the future.

Episode #258 Highlight Reel:

1. Cyara XChange live interviews from customer focused business leaders
2. Information exchange of ideas for CX & EX opportunities
3. Conversational AI game changing solutions
4. Improving your customer experience & building for the future
5. Examples of world-leading AI companies/solutions to keep your eyes on

Click here to learn about Cyara

Click here to learn about XChange 2025 Event

Huge thanks to everyone for joining us on this week's episode of The CXChronicles Podcast and featuring their work and efforts in pushing the customer & employee (agent) experience space into the future.

If you enjoy The CXChronicles Podcast, stop by your favorite podcast player hit the follow button and leave us a review today.

For our Spotify friends, make sure you are following CXC & please leave a 5 star review so we can find new listeners & members of our community.

For our Apple friends, same deal -- follow CXCP and leave us a review letting folks know why you love our customer focused content.

You know what would be even better?

Go tell one of your friends or teammates about CXC's content, our strategic partners (Hubspot, Intercom, Zendesk, Freshworks, Forethought AI & Ascendr) + they can learn more about our CX/CS/RevOps focused services & please invite them to join the CX Nation!

Are you looking to learn more about the world of Customer Sales & Marketing, Customer Experience, Customer Success, Employee Experience & Revenue Operations?

Click here to grab a copy of my book "The Four CX Pillars To Grow Your Business Now" available on Amazon or the CXC website.

For you non-readers, go check out the CXChronicles Youtube channel to see our customer & employee focused business content.

Reach Out To CXC Today!

Support the show

Contact CXChronicles Today

• Tweet us @cxchronicles
• Check out our Instagram @cxchronicles
• Click here to checkout the CXC website
• Email us at info@cxchronicles.com

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Hey CX Nation,

In this week's episode of The CXChronicles Podcast #257, we welcomed Tony Lama, SVP & GM of Product at Avaya based in Morristown, New Jersey.

Avaya gives their customers the freedom to take their business in the directions that benefit them most. They provide the paths for both customers and their employees where every moment big and small can drive in the moment, memorable experiences.

In his role as SVP & GM of Product at Avaya, Tony has spent 25 years training, testing, deploying, supporting, evangelizing, selling, and successfully launching new customer engagement solutions to markets across the globe.

Tony has served in the trenches and is passionate about the humans he leads and has been focused on supporting them on their personal and professional journeys.

In this episode, Tony and Adrian chat through the Four CX Pillars: Team, Tools, Process & Feedback. Plus share some of the ideas that his team at Avaya think through on a daily basis to build world class customer experiences.

Episode #257 Highlight Reel:

1. Blending experience vets with new product teammates to drive innovation
2. Building a "Voice of Builder" program into your business
3. Bringing a "start-up" mentality into a big enterprise business
4. Empowering your front line staff to create amazing customer experiences
5. Boiling your product portfolio down to the golden core tools

Click here to learn more about Tony Lama

Click here to learn more about Avaya

Huge thanks to Tony for coming on The CXChronicles Podcast and featuring his work and efforts in pushing the customer experience & customer success space into the future.

If you enjoy The CXChronicles Podcast, stop by your favorite podcast player hit the follow button and leave us a review today.

For our Spotify friends, make sure you are following CXC & please leave a 5 star review so we can find new listeners & members of our community.

For our Apple friends, same deal -- follow CXCP and leave us a review letting folks know why you love our customer focused content.

You know what would be even better?

Go tell one of your friends or teammates about CXC's content, our strategic partners (Hubspot, Intercom, & Zendesk) + they can learn more about our CX/CS/RevOps On-Demand services & please invite them to join the CX Nation!

Are you looking to learn more about the world of Customer Experience, Customer Success & Revenue Operations?

Click here to grab a copy of my book "The Four CX Pillars To Grow Your Business Now" available on Amazon or the CXC website.

Reach Out To CXC Today!

Support the show

Contact CXChronicles Today

• Tweet us @cxchronicles
• Check out our Instagram @cxchronicles
• Click here to checkout the CXC website
• Email us at info@cxchronicles.com

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Hey CX Nation,

In this week's episode of The CXChronicles Podcast #256 we were live at Instant Team's Community Builders Week & CX Virtual Summit based in Southern Pines, NC at their company headquarters.

Our guest interviews for this IRL (in-real life) episode included Liza Rodewald (Founder & CEO), Erica McMannes (Founder & CXO), Greg Avallone (SVP of Sales & Partnerships), Amy Price, MBA (SVP of CX), Jennifer Martin & Erica North, both military spouses themselves (Strategic Partnerships Managers), & the one, the only Nate Brown (Co-Founder at CX Accelerator & Head of CX Advisory at Metric Sherpa).

Each of the guests in this episode had unique points of view on the state of CX/CS/Customer Support & what the future of Boutique BPO's look like in today's world. And how they are building an all-in-one hiring platform leveraging the near 12 million US military spouses stationed across the globe.

Instant Teams is a mission-driven company committed to supporting and employing the “force behind the force” – US military spouses.

In this episode, Adrian chats with the Instant Teams crew about how they are making real social impact, finding remarkable talent, providing their customers instant access to new teammates & building flexible solutions along the way.

Episode #256 Highlight Reel:

1. Unleashing the power of 12M+ Military Spouses
2. Building bridges to companies who want access to this group
3. Why Military Spouses Make For Incredible CX & Customer Care talent
4. Engaging 75K military spouses ready & primed to join our workforce
5. Around the sun locations at US bases provides global support option

Click here to learn about Instant Teams

Click here to learn about Community Builders Week & CX Summit 2025

Huge thanks to everyone for joining us on this week's episode of The CXChronicles Podcast and featuring their work and efforts in pushing the customer & employee (agent) experience & BPO space into the future.

If you enjoy The CXChronicles Podcast, stop by your favorite podcast player hit the follow button and leave us a review today.

For our Spotify friends, make sure you are following CXC & please leave a 5 star review so we can find new listeners & members of our community.

For our Apple friends, same deal -- follow CXCP and leave us a review letting folks know why you love our customer focused content.

You know what would be even better?

Go tell one of your friends or teammates about CXC's content, our strategic partners (Hubspot, Intercom, Zendesk, Freshworks, Forethought AI & Ascendr) + they can learn more about our CX/CS/RevOps focused services & please invite them to join the CX Nation!

Are you looking to learn more about the world of Customer Sales & Marketing, Customer Experience, Customer Success, Employee Experience & Revenue Operations?

Click here to grab a copy of my book "The Four CX Pillars To Grow Your Business Now" available on Amazon or the CXC website.

For you non-readers, go check out the CXChronicles Youtube channel to see our customer & employee focused business content.

Reach Out To CXC Today!

Support the show

Contact CXChronicles Today

• Tweet us @cxchronicles
• Check out our Instagram @cxchronicles
• Click here to checkout the CXC website
• Email us at info@cxchronicles.com

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Hey CX Nation,

In this week's episode of The CXChronicles Podcast #255, we welcomed Tim Houlne, CEO at Humach based in Frisco, TX.

Humach combines the strengths of both humans and machines to deliver exceptional customer experiences.

Since first opening their doors in 1988, Humach has been at the forefront of customer experience (CX) innovation, delivering world-class call center solutions that have transformed CX for hundreds of clients worldwide.

In this episode, Tim and Adrian chat through the Four CX Pillars: Team, Tools, Process & Feedback. Plus share some of the ideas that his team at Humach think through on a daily basis to build world class customer experiences.

Episode #255 Highlight Reel:

1. How Humach has been leveraging AI in contact centers for the past decade
2. Leveraging custom language models to build effective AI-powered solutions
3. Y-Combinator launched 90 digital voice companies in the last 18 months
4. Baking employee feedback into the culture of your business to drive innovation
5. Building and enriching relationships with your customers as you grow

Click here to learn more about Tim Houlne

Click here to learn more about Humach

Huge thanks to Tim for coming on The CXChronicles Podcast and featuring his work and efforts in pushing the customer experience, customer contact & customer support space into the future.

If you enjoy The CXChronicles Podcast, stop by your favorite podcast player hit the follow button and leave us a review today.

For our Spotify friends, make sure you are following CXC & please leave a 5 star review so we can find new listeners & members of our community.

For our Apple friends, same deal -- follow CXCP and leave us a review letting folks know why you love our customer focused content.

You know what would be even better?

Go tell one of your friends or teammates about CXC's content, our strategic partners (Hubspot, Intercom, & Zendesk) + they can learn more about our CX/CS/RevOps On-Demand services & please invite them to join the CX Nation!

Are you looking to learn more about the world of Customer Experience, Customer Success & Revenue Operations?

Click here to grab a copy of my book "The Four CX Pillars To Grow Your Business Now" available on Amazon or the CXC website.

Reach Out To CXC Today!

Support the show

Contact CXChronicles Today

• Tweet us @cxchronicles
• Check out our Instagram @cxchronicles
• Click here to checkout the CXC website
• Email us at info@cxchronicles.com

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Hey CX Nation,

In this week's CXWeekly Update we walk through some ideas, goals & CTAs to begin leveraging boutique BPOs as your business grows.

Its very common for most Founders or executives to want to hire more full-time staff or add to the team during peak seasons when customer communications, tickets & orders are on the rise.

Use this CXWeekly update as a starting point for building out your company's goals around how can begin leveraging BPOs to improve your customer & employee experience.

Don't worry we have a ton of amazing guest interviews coming down the pipeline over the next couple of weeks as we start to get crank things up on the content front here at CXC in 2025.

Part of our goal for this year is to create more customer focused business leader content, including more short episodes like these ones that are digestible, actionable & most importantly entertaining & valuable for all of you.

If you enjoy The CXChronicles Podcast, stop by your favorite podcast player and leave us a review today.

You know what would be even better?

Go tell one of your friends or teammates about CXC's content, CX/CS/RevOps services, our customer & employee focused community & invite them to join the CX Nation!

Are you looking to learn more about the world of Customer Experience, Customer Success & Revenue Operations?

Click here to grab a copy of my book "The Four CX Pillars To Grow Your Business Now" available on Amazon or the CXC website.

For you non-readers, go check out the CXChronicles Youtube channel to see our customer & employee focused video content & short-reel CTAs to improve your CX/CS/RevOps performance today (politely go smash that subscribe button).

Contact us anytime to learn more about CXC at INFO@cxchronicles.com and ask us about how we can help your business & team make customer happiness a habit now!

Reach Out To CXC Today!

Support the show

Contact CXChronicles Today

• Tweet us @cxchronicles
• Check out our Instagram @cxchronicles
• Click here to checkout the CXC website
• Email us at info@cxchronicles.com

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Hey CX Nation,

In this week's episode of The CXChronicles Podcast #253, we welcomed Rishi Rana, CEO at Cyara based in Redwood City, CA.

Cyara revolutionizes the way businesses transform and optimize their customer experiences. Cyara’s AI-based CX Transformation Platform empowers enterprises to deliver flawless interactions across voice, video, digital, and chatbot experiences.

With Cyara, businesses improve customer journeys through continuous innovation while reducing cost and minimizing risk. With a 96% customer retention rate and world-class Net Promoter Score (NPS), today’s leading global brands trust Cyara every day to deliver customer smiles at scale.

In his role as CEO of Cyara, Rishi is dedicated to driving customer-centric innovation, expanding their global reach, and positioning Cyara as a leader of GenAI-powered CX assurance.

Rishi has over 25 years of experience in scaling businesses and striving for excellence at every turn. Rishi leverages his love of technology and passion for serving customers and assisting companies along their journey to grow and deliver flawless interactions.

In this episode, Rishi and Adrian chat through the Four CX Pillars: Team, Tools, Process & Feedback. Plus share some of the ideas that his team at Cyara think through on a daily basis to build world class customer experiences.

Episode #253 Highlight Reel:

1. Building one of the world's leading AI-Powered CX transformation platforms
2. Why mission & values become strategic anchors for growth & scale
3. 100% focus on accountability while building high performing teams
4. AI is forcing new expectations on resolution times & cost per resolution
5. How the power of focus drives organizational transformation & success

Click here to learn more about Rishi Rana

Click here to learn more about Cyara

Huge thanks to Rishi for coming on The CXChronicles Podcast and featuring his work and efforts in pushing the customer experience & customer success space into the future.

If you enjoy The CXChronicles Podcast, stop by your favorite podcast player hit the follow button and leave us a review today.

For our Spotify friends, make sure you are following CXC & please leave a 5 star review so we can find new listeners & members of our community.

For our Apple friends, same deal -- follow CXCP and leave us a review letting folks know why you love our customer focused content.

You know what would be even better?

Go tell one of your friends or teammates about CXC's content, our strategic partners (Hubspot, Intercom, & Zendesk) + they can learn more about our CX/CS/RevOps On-Demand services & please invite them to join the CX Nation!

Are you looking to learn more about the world of Customer Experience, Customer Success & Revenue Operations?

Click here to grab a copy of my book "The Four CX Pillars To Grow Your Business Now" available on Amazon or the CXC website.

Reach Out To CXC Today!

Support the show

Contact CXChronicles Today

• Tweet us @cxchronicles
• Check out our Instagram @cxchronicles
• Click here to checkout the CXC website
• Email us at info@cxchronicles.com

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Hey CX Nation,

In this week's episode of The CXChronicles Podcast #252 we welcomed Keri McGhee the CMO at Attentive, the AI marketing platform for leading brands based in New York.

Attentive® is the AI marketing platform for leading brands, designed to optimize message performance through 1:1 SMS and email interactions. Attentive empowers businesses to achieve hyper-personalized communication with their customers on a large scale.

Trusted by over 8,000 leading brands, Attentive is the go-to solution for delivering powerful commerce experiences for consumers with the brands they love.

Keri leads strategic global marketing to further build the Attentive brand, overseeing product marketing, revenue marketing, events, partner marketing, communications and content, and brand creative.

Keri's past experiences include leading marketing at various start-ups and as a senior director at Zillow, where she led the B2B marketing team of 60+ people, responsible for strengthening partner loyalty and experience for 60,000+ real estate partners.

She got her start in tech at Expedia leading both consumer and corporate travel marketing teams.

In this episode, Keri and Adrian chat through the Four CX Pillars: Team, Tools, Process & Feedback. Plus share some of the ideas that her team at Attentive think through on a daily basis to build world class customer & employee experiences.

Episode #252 Highlight Reel:

1. Prioritizing the customer experience above everything to drive growth.
2. Why customer marketing & customer success should own your VOC.
3. How building trust from your users & customers drives sales & awareness
4. Driving product adoption & utilization by showing customers how to use it.
5. Leveraging a customer journey task force to socialize opportunities & CTAs

Click here to learn more about Keri McGhee

Click here to learn more about Attentive

Huge thanks to Keri for coming on The CXChronicles Podcast and featuring her work and efforts in pushing the customer experience & customer success space into the future.

If you enjoy The CXChronicles Podcast, stop by your favorite podcast player hit the follow button and leave us a review today.

For our Spotify friends, make sure you are following CXC & please leave a 5 star review so we can find new listeners & members of our community.

For our Apple friends, same deal -- follow CXCP and leave us a review letting folks know why you love our customer focused content.

You know what would be even better?

Go tell one of your friends or teammates about CXC's content, our strategic partners (Hubspot, Intercom, Zendesk, & Freshworks) + they can learn more about our CX/CS/RevOps managed services & please invite them to join the CX Nation!

Are you looking to learn more about the world of Customer Experience, Customer Success & Revenue Operations?

Click here to grab a copy of my book "The Four CX Pillars To Grow Your Business Now" available on Amazon or the CXC website.

For you non-readers, go check out the CXChronicles Youtube channel to see our customer &

Reach Out To CXC Today!

Support the show

Contact CXChronicles Today

• Tweet us @cxchronicles
• Check out our Instagram @cxchronicles
• Click here to checkout the CXC website
• Email us at info@cxchronicles.com

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Hey CX Nation,

In this week's episode of The CXChronicles Podcast #251 we welcomed Vinod Muthukrishnan, VP & COO at Webex by Cisco based in the San Francisco Bay Area, CA.

Vinod leads all go-to-market, business and customer operations. He was previously Co-Founder/CEO of CloudCherry, a customer experience management company, which was acquired by Cisco in October 2019.

Prior to that he spent nine years at sea as a First Officer before running Global Sales at Market Simplified. Based in the Bay Area, Vinod enjoys cricket and expanding his library of leadership and P.G. Wodehouse books.

In this episode, Vinod and Adrian chat through the Four CX Pillars: Team, Tools, Process & Feedback. Plus share some of the ideas that his team at Webex by Cisco think through on a daily basis to build world class customer & employee experiences.

Episode #251 Highlight Reel:

1. How time in the Merchant Navy led to a career in entrepreneurship
2. Building CloudCherry & being acquired by Cisco
3. The shift of contact centers from cost to revenue centers
4. Why understanding your customer journey is paramount
5. Foundation for building a world class tech-stack

Click here to learn more about Vinod Muthukrishnan

Click here to learn more about Webex by Cisco

Click here to get in touch with Webex

Huge thanks to Vinod for coming on The CXChronicles Podcast and featuring his work and efforts in pushing the customer experience & customer success space into the future.

If you enjoy The CXChronicles Podcast, stop by your favorite podcast player hit the follow button and leave us a review today.

For our Spotify friends, make sure you are following CXC & please leave a 5 star review so we can find new listeners & members of our community.

For our Apple friends, same deal -- follow CXCP and leave us a review letting folks know why you love our customer focused content.

You know what would be even better?

Go tell one of your friends or teammates about CXC's content, our strategic partners (Hubspot, Intercom, Zendesk, & Freshworks) + they can learn more about our CX/CS/RevOps managed services & please invite them to join the CX Nation!

Are you looking to learn more about the world of Customer Experience, Customer Success & Revenue Operations?

Click here to grab a copy of my book "The Four CX Pillars To Grow Your Business Now" available on Amazon or the CXC website.

For you non-readers, go check out the CXChronicles Youtube channel to see our customer & employee focused business content.

Reach Out To CXC Today!

Support the show

Contact CXChronicles Today

• Tweet us @cxchronicles
• Check out our Instagram @cxchronicles
• Click here to checkout the CXC website
• Email us at info@cxchronicles.com

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Hey CX Nation,

We're celebrating a huge milestone with this week's episode. Over the last 6+ years we've captured and chronicled 250 unique episodes & stories with various customer focused business leaders & Founders from across the world.

We decided for this episode to go back and feature some of the best learnings, findings & CTAs from some of our favorite guests over the years & break them out into short-clips across the Four CX Pillars: Team, Tools, Process & Feedback.

Our goal was to aggregate the key learnings & findings for future Founders & Executives to use as a foundation when thinking through how to build and design not only their business but their customer & employee experiences as they scale into the future.

Episode #250 Highlight Reel:

1. Pillar #1 Team -- featured guests include:
   Alex Ross (Co-Founder & COO at Hire Horatio) in CXCP #198
   Lloyd Lobo (Co-Founder & Board Member at Boast + CEO of a new stealth startup) CXCP #208
   Vivek Bhaskaran (Founder & CEO at QuestionPro) CXCP #245
   Trey Wade (Head of Consumer Experience at Molson-Coors Beverage Company) CXCP #232

2. Pillar #2 Tools featured guests include:
   Lee Roquet (CEO at Finch) CXCP #123 & CXCP #238
   Kristi Faltorusso (CCO at Client Success) CXCP #169
   Somya Kapoor (Co-Founder & CEO) CXCP #199
   Lynn Schlesinger (CXO at Forbes) CXCP #241
   Craig Tobin (CEO at Ascent Business Partners) CXCP #248

3. Pillar #3 Process featured guests include:
   Erik Huberman (Founder & CEO at Hawke Media) CXCP #240
   Uku Tomikas (CEO at Messente Communications) CXCP #214
   Melissa Kwan (Co-Founder & CEO at eWebinar) CXCP #204
   John Spottiswood (Chief Operating & Data Officer at Jerry) CXCP #234
   Dennis Yu (CEO of Blitzmetrics) CXCP #135
   Deon Nicholas (Founder & CEO at Forthought AI) CXCP #175
   Declan Ivory (VP of Global Customer Support at Intercom) CXCP #205
   Vasco Pedro (Co-Founder & CEO at Unbabel) CXCP #139

4. Pillar #4 Feedback featured guests include:
   Morgan J. Ingram (Founder & CEO at AMP) CXCP #196
   Nick Francis (Founder & CEO at Help Scout) CXCP #163
   Steve Cornwell (Serial Founder & Investor) CXCP #203
   Natalie Onions (VP of Customer Experience at Customer.io) CXCP #190
   Bill Staikos (Head of CX at BNY Mellon) CXCP #166
   Ethan Beute (Principal Brand Marketing Strategist at Zillow, Follow Up Boss) CXCP #176

Huge thanks to all of the other incredible guests that we've had the fortune of having on the show. Most importantly, thanks to the 10K+ members of the "CX Nation" for tuning into the podcast each and every week and making this show & our business a reality.

We have one ask for all of you that listen to this episode...

Go tell one of your friends or teammates about CXC's content & please invite them to join the CX Nation!

We are just getting started folks, so be on the lookout for more content coming from CXC in 2025.

If you like what you hear in this episode please...

Click here to grab a copy of my book "The Four CX Pillars To Grow Your Business Now" available on Amazon or the CXC website.

And for you non-readers, go check out the CXChronicles Youtube channel to see our content.

Reach Out To CXC Today!

Support the show

Contact CXChronicles Today

• Tweet us @cxchronicles
• Check out our Instagram @cxchronicles
• Click here to checkout the CXC website
• Email us at info@cxchronicles.com

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Hey CX Nation,

In this week's episode of The CXChronicles Podcast #249 we welcomed Rick Denton, Podcast Host & Producer of The CX Passport Podcast based in Dallas, TX.

After…
7 years of Customer Experience consulting…
30 years of driving business results…
3 years of hosting CX Passport (a podcast about CX with a dash of travel talk)...
And countless brand requests for collaboration with CX Passport…

…it became clear where brands and Rick could best partner to create measurable results…

🎤CX Passport Live🎥 - Amplify your event's impact with the power of live podcasting.

In this episode, Rick and Adrian chat through the Four CX Pillars: Team, Tools, Process & Feedback. Plus share some of the ideas that Rick and his guests think through on a daily basis to build world class customer experiences.

Episode #249 Highlight Reel:

1. Building a business focused on podcasting and story telling
2. Learning from customer focused business leaders
3. The craft of story telling for any business or executive
4. Producing and delivering content in today's world
5. How businesses can leverage podcasts to grow their brand

Click here to learn more about Rick Denton

Click here to learn more about The CX Passport Podcast

Huge thanks to Rick for coming on The CXChronicles Podcast and featuring his work and efforts in pushing the customer experience & customer success space into the future.

If you enjoy The CXChronicles Podcast, stop by your favorite podcast player hit the follow button and leave us a review today.

For our Spotify friends, make sure you are following CXC & please leave a 5 star review so we can find new listeners & members of our community.

For our Apple friends, same deal -- follow CXCP and leave us a review letting folks know why you love our customer focused content.

You know what would be even better?

Go tell one of your friends or teammates about CXC's content, our strategic partners (Hubspot, Intercom, Zendesk, Forethought AI, Freshworks, TimeToReply & Ascendr) + they can learn more about our CX/CS/RevOps services & please invite them to join the CX Nation!

Are you looking to learn more about the world of Customer Experience, Customer Success & Revenue Operations?

Click here to grab a copy of my book "The Four CX Pillars To Grow Your Business Now" available on Amazon or the CXC website.

For you non-readers, go check out the CXChronicles Youtube channel to see our customer & employee focused business content.

Reach Out To CXC Today!

Support the show

Contact CXChronicles Today

• Tweet us @cxchronicles
• Check out our Instagram @cxchronicles
• Click here to checkout the CXC website
• Email us at info@cxchronicles.com

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Hey CX Nation,

In this week's episode of The CXChronicles Podcast #248 we welcomed Craig Tobin, Chief Executive Officer at Ascent Business Partners based in Bonita Springs, FL.

Craig Tobin helps Fortune 1000 clients optimize their contact centers with AI, technology, and BPO solutions.

With over 35 years of executive leadership experience in various industries, Craig has developed core competencies in contact center solutions, technology consulting, BPO advisory services, and AI advisory.

He is passionate about delivering innovative solutions that drive customer loyalty, satisfaction, and retention, while optimizing costs. Craig's mission is to create value for his clients and partners, and to have fun while doing it.

In this episode, Craig and Adrian chat through the Four CX Pillars: Team, Tools, Process & Feedback. Plus share some of the ideas that Craig and his team at Ascent Business Partners think through on a daily basis to build world class customer experiences.

CXC is a proud strategic partner with Ascent Business Partners. Reach out to us today if your company needs outside support with your customer contact & support strategy.

Episode #248 Highlight Reel:

1. Building, managing and leading contact centers over the last 35+ years
2. Leveraging AI to optimize your customer experiences with customer support
3. Finding the right tools & systems as your contact center scales
4. Starting with the problems before considering the potential solutions
5. How AI will change the future of customer contact & customer experience

Click here to learn more about Craig Tobin

Click here to learn more about Ascent Business Partners

Huge thanks to Craig for coming on The CXChronicles Podcast and featuring his work and efforts in pushing the customer experience & customer success space into the future.

If you enjoy The CXChronicles Podcast, stop by your favorite podcast player hit the follow button and leave us a review today.

For our Spotify friends, make sure you are following CXC & please leave a 5 star review so we can find new listeners & members of our community.

For our Apple friends, same deal -- follow CXCP and leave us a review letting folks know why you love our customer focused content.

You know what would be even better?

Go tell one of your friends or teammates about CXC's content, our strategic partners (Hubspot, Intercom, Zendesk, Forethought AI, Freshworks, TimeToReply & Ascendr) + they can learn more about our CX/CS/RevOps services & please invite them to join the CX Nation!

Are you looking to learn more about the world of Customer Experience, Customer Success & Revenue Operations?

Click here to grab a copy of my book "The Four CX Pillars To Grow Your Business Now" available on Amazon or the CXC website.

For you non-readers, go check out the CXChronicles Youtube channel to see our customer & employee focused business content.

Reach Out To CXC Today!

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Contact CXChronicles Today

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Hey CX Nation,

In this week's episode of The CXChronicles Podcast #247 we were live at the Thompson Hotel in downtown Austin, TX at XDay 2024.

This is a different type of episode of CXC as we had the opportunity to sit down with several amazing customer, employee, market research & product focused business leaders including Rick Denton, Ken Peterson, Mike Burn, Crystal Wiese & Scott Steele.

Each of the guests in this episode shed unique points of view on the state of CX/CS & business in today's world. We had the pleasure of interviewing everyone on site at XDay 2024 and broke up the conversations in this week's show.

In this episode, Rick, Scott, Mike, Ken, Crystal and Adrian chat through the Four CX Pillars: Team, Tools, Process & Feedback. Plus share some of the ideas that both the team at QuestionPro & their users think through on a daily basis to build world class customer experiences.

Episode #247 Highlight Reel:

1. Click here to learn more about Rick Denton
2. Click here to learn more about Scott Steele
3. Click here to learn more about Mike Burn
4. Click here to learn more about Ken Peterson
5. Click here to learn more about Crystal Wiese

Click here to learn more about QuestionPro

Huge thanks to all of the guests on this week's episode for coming on The CXChronicles Podcast and featuring their work and efforts in pushing the customer experience & customer success space into the future.

If you enjoy The CXChronicles Podcast, stop by your favorite podcast player hit the follow button and leave us a review today.

For our Spotify friends, make sure you are following CXC & please leave a 5 star review so we can find new listeners & members of our community.

For our Apple friends, same deal -- follow CXCP and leave us a review letting folks know why you love our customer focused content.

You know what would be even better?

Go tell one of your friends or teammates about CXC's content, our strategic partners (Hubspot, Intercom, Zendesk, Forethought AI, Freshworks, TimeToReply & Ascendr) + they can learn more about our CX/CS/RevOps services & please invite them to join the CX Nation!

Are you looking to learn more about the world of Customer Experience, Customer Success & Revenue Operations?

Click here to grab a copy of my book "The Four CX Pillars To Grow Your Business Now" available on Amazon or the CXC website.

For you non-readers, go check out the CXChronicles Youtube channel to see our customer & employee focused business content.

Reach Out To CXC Today!

Support the show

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• Tweet us @cxchronicles
• Check out our Instagram @cxchronicles
• Click here to checkout the CXC website
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Hey CX Nation,

In this week's episode of The CXChronicles Podcast #246 we were live at the Thompson Hotel in downtown Austin, TX at XDay 2024 with Gary Pansino, Founder at Velodu based

Gary is an Alumni of Intuit, P&G, Clorox, BMS. He now runs a Qual and Quant research factory with his sister. Questions from mostly repeat clients arrive on trucks. And they do their thing and ship answers back to them, with a smile.

In this episode, Gary and Adrian chat through the Four CX Pillars: Team, Tools, Process & Feedback. Plus share some of the ideas that his team at Velodu thinks through on a daily basis to build world class customer experiences.

Episode #246 Highlight Reel:

1. Building expertise in surveys & customer research at massive companies
2. Increasing the speed of growth by customer listening & focus groups
3. Leveraging customer information to drive product & service innovation
4. Customer team building & collecting constant employee feedback
5. Investing in competitive research & understanding your primary threats

Click here to learn more about Gary Pansino

Click here to learn more about Velodu

Huge thanks to Gary for coming on The CXChronicles Podcast and featuring his work and efforts in pushing the customer experience & customer success space into the future.

If you enjoy The CXChronicles Podcast, stop by your favorite podcast player hit the follow button and leave us a review today.

For our Spotify friends, make sure you are following CXC & please leave a 5 star review so we can find new listeners & members of our community.

For our Apple friends, same deal -- follow CXCP and leave us a review letting folks know why you love our customer focused content.

You know what would be even better?

Go tell one of your friends or teammates about CXC's content, our strategic partners (Hubspot, Intercom, Zendesk, Forethought AI, Freshworks, TimeToReply & Ascendr) + they can learn more about our CX/CS/RevOps services & please invite them to join the CX Nation!

Are you looking to learn more about the world of Customer Experience, Customer Success & Revenue Operations?

Click here to grab a copy of my book "The Four CX Pillars To Grow Your Business Now" available on Amazon or the CXC website.

For you non-readers, go check out the CXChronicles Youtube channel to see our customer & employee focused business content.

Reach Out To CXC Today!

Support the show

Contact CXChronicles Today

• Tweet us @cxchronicles
• Check out our Instagram @cxchronicles
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Hey CX Nation,

In this week's episode of The CXChronicles Podcast #245 we were live at the Thompson Hotel in downtown Austin, TX at XDay 2024 with Vivek Bhaskaran, Founder & CEO at QuestionPro.

Vivek Bhaskaran is the founder and CEO of QuestionPro, one of the industry's leading providers of web-based research technologies. His life motto is simple - “The two things that drive me every day are motorcycles and client success!”

In 2008, his startup made Inc. Magazine's list of the fastest-growing private companies, ranking 25th among business-service providers. Since that time, Vivek has never looked back by spearheading both the product and global expansion of QuestionPro.

In this episode, Vivek and Adrian chat through the Four CX Pillars: Team, Tools, Process & Feedback. Plus share some of the ideas that John and his team at QuestionPro think through on a daily basis to build world class customer experiences.

Episode #245 Highlight Reel:

1. Changing the landscape for shopping for car insurance
2. Getting user feedback back to your product team as soon as possible
3. Leveraging AI to improve your agent & employee experiences
4. Building "break-walls" for your customer support team at scale
5. Creating chat-bots that actually help your customers from the get go

Click here to learn more about Vivek Bhaskaran

Click here to learn more about QuestionPro

Huge thanks to Vivek for coming on The CXChronicles Podcast and featuring his work and efforts in pushing the customer experience & customer success space into the future.

If you enjoy The CXChronicles Podcast, stop by your favorite podcast player hit the follow button and leave us a review today.

For our Spotify friends, make sure you are following CXC & please leave a 5 star review so we can find new listeners & members of our community.

For our Apple friends, same deal -- follow CXCP and leave us a review letting folks know why you love our customer focused content.

You know what would be even better?

Go tell one of your friends or teammates about CXC's content, our strategic partners (Hubspot, Intercom, Zendesk, Forethought AI, Freshworks, TimeToReply & Ascendr) + they can learn more about our CX/CS/RevOps services & please invite them to join the CX Nation!

Are you looking to learn more about the world of Customer Experience, Customer Success & Revenue Operations?

Click here to grab a copy of my book "The Four CX Pillars To Grow Your Business Now" available on Amazon or the CXC website.

For you non-readers, go check out the CXChronicles Youtube channel to see our customer & employee focused business content.

Reach Out To CXC Today!

Support the show

Contact CXChronicles Today

• Tweet us @cxchronicles
• Check out our Instagram @cxchronicles
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Hey CX Nation,

In this week's episode of The CXChronicles Podcast #244 we welcomed Sean Albertson, Founder & CEO of CX4ROCKS based in Castle Rock, CO.

Sean Albertson is a keynote speaker, workshop facilitator, coach and consultant on transforming your customer journey to reduce effort and drive greater customer loyalty.

Sean has developed the ROCKS Strategy that leverages survey programs, operational metrics, text and journey analytics, connected with artificial experience to identify the most actionable insights for your organization. Is it Sean at www.CX4ROCKS.com

In this episode, Sean and Adrian chat through the Four CX Pillars: Team, Tools, Process & Feedback. Plus share some of the ideas that he thinks through on a daily basis to build world class customer & marketing focused experiences.

Episode #244 Highlight Reel:

1. What the CX & contact center space looked like in the 1990's.
2. Working on CX & customer support at T-Mobile, Visat, & Charles Schwab
3. Why Customer journeys are similar to river rafting experiences
4. How technology is changing the game rapidly in every business
5. Why customer listening & customer conversations remain paramount

Click here to learn more about Sean Albertson

Huge thanks to Sean for coming on The CXChronicles Podcast and featuring his work and efforts in pushing the marketing, customer experience & customer success space into the future.

If you enjoy The CXChronicles Podcast, stop by your favorite podcast player hit the follow button and leave us a review today.

For our Spotify friends, click here to make sure you are following CXC & please leave a 5 star review so we can find new listeners & members of our community.

For our Apple friends, same deal -- click here to follow CXCP and leave us a review letting folks know why you love our customer focused content.

You know what would be even better?

Go tell one of your friends or teammates about CXC's content, our strategic partners (Hubspot, Intercom, Zendesk, Forethought AI, Freshworks, TimeToReply & Ascendr) + they can learn more about our CX/CS/RevOps services & please invite them to join the CX Nation!

Are you looking to learn more about the world of Customer Experience, Customer Success & Revenue Operations?

Click here to grab a copy of my book "The Four CX Pillars To Grow Your Business Now" available on Amazon or the CXC website.

For you non-readers, go check out the CXChronicles Youtube channel to see our customer & employee focused business content.

Reach Out To CXC Today!

Support the show

Contact CXChronicles Today

• Tweet us @cxchronicles
• Check out our Instagram @cxchronicles
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Hey CX Nation,

In this week's CXWeekly Update we walk through some ideas, goals & CTAs to begin leveraging AI in your business to improve your customer experiences.

AI has been arguably the most discussed topic in not only business but across the world over these last several years, this year specifically it became the "Forrest Gump" of Business & Global Economies.

The truth is, it's been around for decades but just working behind the scenes for a handful of global companies who were all competing to understand exactly how to leverage its gains & more importantly decide whether or not everyone else should know about its powers.

Don't worry we're still several years out from the "Terminator Wars", well hopefully.

Use this CXWeekly update as a starting point for building out your company's goals around leveraging AI to improve your customer & employee experience.

Most of the tools you are already using already have some form of AI/ML tied into their usage, you simply need to understand how to begin to leverage them.

Don't worry we have a ton of amazing guest interviews coming down the pipeline over the next couple of weeks as we start to wind down 2024.

Part of our goal for this year at CXC is to create more customer focused business leader content, including more short episodes like these ones that are digestible, actionable & most importantly entertaining & valuable for all of you.

If you enjoy The CXChronicles Podcast, stop by your favorite podcast player and leave us a review today.

You know what would be even better?

Go tell one of your friends or teammates about CXC's content, CX/CS/RevOps services, our customer & employee focused community & invite them to join the CX Nation!

Are you looking to learn more about the world of Customer Experience, Customer Success & Revenue Operations?

Click here to grab a copy of my book "The Four CX Pillars To Grow Your Business Now" available on Amazon or the CXC website.

For you non-readers, go check out the CXChronicles Youtube channel to see our customer & employee focused video content & short-reel CTAs to improve your CX/CS/RevOps performance today (politely go smash that subscribe button).

Contact us anytime to learn more about CXC at INFO@cxchronicles.com and ask us about how we can help your business & team make customer happiness a habit now!

Reach Out To CXC Today!

Support the show

Contact CXChronicles Today

• Tweet us @cxchronicles
• Check out our Instagram @cxchronicles
• Click here to checkout the CXC website
• Email us at info@cxchronicles.com

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Hey CX Nation,

In this week's episode of The CXChronicles Podcast #242 we welcomed Liza Rodewald, Founder & CEO and Erica McMannes, Founder & Chief People & Community Officer at Instant Teams based in Southern Pines, North Carolina.

Instant Teams leads the way as a CX talent marketplace committed to the financial well-being of military families while providing companies instant access to remarkable talent.

Liza Rodewald is the Founder and CEO of Instant Teams, a CX marketplace that connects companies with military spouse talent. She is a 4x entrepreneur and software engineer with over 16 years of technical experience.

Erica has been a leader in the military community for more than two decades, holding various roles within the Department of Defense and private sector. In 2016, Erica founded Instant Teams with Liza Rodewald.

In this episode, Liza, Erica and Adrian chat through the Four CX Pillars: Team, Tools, Process & Feedback. Plus share some of the ideas that their team thinks through on a daily basis to build world class customer & marketing focused experiences.

Episode #242 Highlight Reel:

1. Leveraging the power of USA military spouses living across the globe
2. Building a market place of CX talent & coverage across a variety of industries
3. Integrating with customer tech-stacks & building customized playbooks
4. Providing a whole new approach to BPO offerings
5. Using employee feedback as fuel to drive innovation & customer success

Click here to learn more about Liza Rodewald

Click here to learn more about Erica McMannes

Click here to learn more about Instant Teams

Huge thanks to Liza & Erica for coming on The CXChronicles Podcast and featuring their work and efforts in pushing the marketing, customer experience & customer success space into the future.

If you enjoy The CXChronicles Podcast, stop by your favorite podcast player hit the follow button and leave us a review today.

For our Spotify friends, click here to make sure you are following CXC & please leave a 5 star review so we can find new listeners & members of our community.

For our Apple friends, same deal -- click here to follow CXCP and leave us a review letting folks know why you love our customer focused content.

You know what would be even better?

Go tell one of your friends or teammates about CXC's content, strategic partners (Hubspot, Intercom, Zendesk, Freshworks, & Ascendr) + they can learn more about our CX/CS/RevOps focused services & please invite them to join the CX Nation!

Click here to grab a copy of my book "The Four CX Pillars To Grow Your Business Now" available on Amazon or the CXC website.

For you non-readers, go check out the CXChronicles Youtube channel to see our customer & employee focused business content.

Reach Out To CXC Today!

Support the Show.

Contact CXChronicles Today

• Tweet us @cxchronicles
• Check out our Instagram @cxchronicles
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Hey CX Nation,

In this week's episode of The CXChronicles Podcast #241 we welcomed Lynn Schlesinger, Chief Customer Experience Officer (CXO) at Forbes based in New York City.

Lynn has 20+ years of experience developing and executing strategies to drive revenue and market cap. Expertise building and leading high-performing B2B + D2C cross-functional marketing teams for global matrixed organizations and lean fast growing companies.

The Forbes brand today reaches more than 94 million people worldwide with its business message each month through its magazines and 37 licensed local editions around the globe, Forbes.com, TV, conferences, research, social and mobile platforms. Forbes Media’s brand extensions include conferences, real estate, education, financial services, and technology license agreements.

In this episode, Lynn and Adrian chat through the Four CX Pillars: Team, Tools, Process & Feedback. Plus share some of the ideas that her team think through on a daily basis to build world class customer & marketing focused experiences.

Episode #241 Highlight Reel:

1. Building a customer experience that reaches 94 million people worldwide
2. Having a "lean and mean" team at Forbes to drive success
3. Leveraging employee feedback to build a culture that thrives
4. CXO's act as conductors in their business to drive change & connect dots
5. Why your teams must be diverse & come from various backgrounds

Click here to learn more about Lynn Schlesinger

Click here to learn more about Forbes

Huge thanks to Lynn for coming on The CXChronicles Podcast and featuring her work and efforts in pushing the marketing, customer experience & customer success space into the future.

If you enjoy The CXChronicles Podcast, stop by your favorite podcast player hit the follow button and leave us a review today.

For our Spotify friends, click here to make sure you are following CXC & please leave a 5 star review so we can find new listeners & members of our community.

For our Apple friends, same deal -- click here to follow CXCP and leave us a review letting folks know why you love our customer focused content.

You know what would be even better?

Go tell one of your friends or teammates about CXC's content, our strategic partners (Hubspot, Intercom, Zendesk, Forethought AI, Freshworks, TimeToReply & Ascendr) + they can learn more about our CX/CS/RevOps services & please invite them to join the CX Nation!

Are you looking to learn more about the world of Customer Experience, Customer Success & Revenue Operations?

Click here to grab a copy of my book "The Four CX Pillars To Grow Your Business Now" available on Amazon or the CXC website.

For you non-readers, go check out the CXChronicles Youtube channel to see our customer & employee focused business content.

Reach Out To CXC Today!

Support the Show.

Contact CXChronicles Today

• Tweet us @cxchronicles
• Check out our Instagram @cxchronicles
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Hey CX Nation,

In this week's episode of The CXChronicles Podcast #240 we welcomed Erik Huberman, Founder and CEO of Hawke Media based in Santa Monica, CA.

Since Erik & his team launched in 2014, Hawke Media has swiftly risen to become the fastest-growing marketing agency in the U.S., now valued at over $150 million.

Erik's vision for Hawke Media has always been to revolutionize marketing, and they have achieved this with their AI-enabled and tech-integrated approach.

They proudly serve over 4,700 brands worldwide, including industry leaders like Red Bull, Casamigos, Verizon, Crocs, and Barstool Sports.

In this episode, Erik and Adrian chat through the Four CX Pillars: Team, Tools, Process & Feedback. Plus share some of the ideas that his team think through on a daily basis to build world class customer & marketing focused experiences.

Episode #240 Highlight Reel:

1. How Hawke disrupted the antiquated space of marketing & advertising.
2. Leveraging marketing data from 8,000 agencies to make real time decisions
3. Acquiring other agencies to help speed up growth velocity
4. Shifting back from remote work to in office or on-site with customers
5. Investing in Los Angelas based Angel City FC women's soccer team

Click here to learn more about Erik Huberman

Click here to learn more about Hawke Media

Huge thanks to Erik for coming on The CXChronicles Podcast and featuring his work and efforts in pushing the marketing, customer experience & customer success space into the future.

If you enjoy The CXChronicles Podcast, stop by your favorite podcast player hit the follow button and leave us a review today.

For our Spotify friends, click here to make sure you are following CXC & please leave a 5 star review so we can find new listeners & members of our community.

For our Apple friends, same deal -- click here to follow CXCP and leave us a review letting folks know why you love our customer focused content.

You know what would be even better?

Go tell one of your friends or teammates about CXC's content, our strategic partners (Hubspot, Intercom, Zendesk, Forethought AI, Freshworks, TimeToReply & Ascendr) + they can learn more about our CX/CS/RevOps services & please invite them to join the CX Nation!

Are you looking to learn more about the world of Customer Experience, Customer Success & Revenue Operations?

Click here to grab a copy of my book "The Four CX Pillars To Grow Your Business Now" available on Amazon or the CXC website.

For you non-readers, go check out the CXChronicles Youtube channel to see our customer & employee focused business content.

Reach Out To CXC Today!

Support the Show.

Contact CXChronicles Today

• Tweet us @cxchronicles
• Check out our Instagram @cxchronicles
• Click here to checkout the CXC website
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Hey CX Nation,

In this week's episode of The CXChronicles Podcast #239 we welcomed Dave R. Taylor, Chief Marketing Officer at Impartner based in South Jordan, UT.

This week's CXCP guest is Unstoppable at all things marketing: ABM, metrics-based, demand gen, social, Business Development, etc. Deep SaaS expertise. Highly prone to succeed, with 5 successful exits under his belt (and counting.)

Collegial, collaborative, passionate and driven. Currently, Dave Taylor is loving working with his amazing team and customers at Impartner.

In this episode, Dave and Adrian chat through the Four CX Pillars: Team, Tools, Process & Feedback. Plus share some of the ideas that his team think through on a daily basis to build world class customer & marketing focused experiences.

Episode #239 Highlight Reel:

1. Investing in Partner Experience (PX) to grow & scale your business
2. How CX & EX can lead to the development of your PX investments
3. Why partners can help grow your business & be a game changer
4. Improving your marketing, sales & customer success by leveraging PX
5. How to get your partner sales engine built today for your business

Click here to learn more about Dave R. Taylor

Click here to learn more about Impartner

Huge thanks to Dave for coming on The CXChronicles Podcast and featuring his work and efforts in pushing the customer experience & customer success space into the future.

If you enjoy The CXChronicles Podcast, stop by your favorite podcast player hit the follow button and leave us a review today.

For our Spotify friends, click here to make sure you are following CXC & please leave a 5 star review so we can find new listeners & members of our community.

For our Apple friends, same deal -- click here to follow CXCP and leave us a review letting folks know why you love our customer focused content.

You know what would be even better?

Go tell one of your friends or teammates about CXC's content, our strategic partners (Hubspot, Intercom, Zendesk, Forethought AI, Freshworks, TimeToReply & Ascendr) + they can learn more about our CX/CS/RevOps services & please invite them to join the CX Nation!

Are you looking to learn more about the world of Customer Experience, Customer Success & Revenue Operations?

Click here to grab a copy of my book "The Four CX Pillars To Grow Your Business Now" available on Amazon or the CXC website.

For you non-readers, go check out the CXChronicles Youtube channel to see our customer & employee focused business content.

Reach Out To CXC Today!

Support the Show.

Contact CXChronicles Today

• Tweet us @cxchronicles
• Check out our Instagram @cxchronicles
• Click here to checkout the CXC website
• Email us at info@cxchronicles.com

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Hey CX Nation,

In this week's episode of The CXChronicles Podcast #238 we welcomed Lee Roquet, CEO at Finch based in Salt Lake City, UT.

Lee is passionate about delivering exceptional customer, team, product, and brand experiences, he brings a unique blend of professionalism, passion, and positivity to his current role as CEO at Finch an e-commerce marketing company.

With a track record of achieving outstanding results, Lee is the go-to leader for Experience Management, Customer Success Operations, Business & Revenue Operations, and Building a Positive Team Culture.

In this episode, Lee and Adrian chat through the Four CX Pillars: Team, Tools, Process & Feedback. Plus share some of the ideas that his team think through on a daily basis to build world class customer experiences.

Episode #238 Highlight Reel:

1. Starting in CX and becoming the CEO of the company
2. Why CX/CS makes incredible customer focused business leaders
3. Helping change the world of e-commerce for the better
4. Future of marketing & agency service offerings
5. Putting your team & EX above everything else to scale into the future

Click here to learn more about Lee Roquet

Click here to learn more about Finch

Huge thanks to Lee for coming on The CXChronicles Podcast and featuring his work and efforts in pushing the customer experience & customer success space into the future.

If you enjoy The CXChronicles Podcast, stop by your favorite podcast player hit the follow button and leave us a review today.

For our Spotify friends, click here to make sure you are following CXC & please leave a 5 star review so we can find new listeners & members of our community.

For our Apple friends, same deal -- click here to follow CXCP and leave us a review letting folks know why you love our customer focused content.

You know what would be even better?

Go tell one of your friends or teammates about CXC's content, our strategic partners (Hubspot, Intercom, Zendesk, Forethought AI, Freshworks, TimeToReply & Ascendr) + they can learn more about our CX/CS/RevOps services & please invite them to join the CX Nation!

Are you looking to learn more about the world of Customer Experience, Customer Success & Revenue Operations?

Click here to grab a copy of my book "The Four CX Pillars To Grow Your Business Now" available on Amazon or the CXC website.

For you non-readers, go check out the CXChronicles Youtube channel to see our customer & employee focused business content.

Reach Out To CXC Today!

Support the Show.

Contact CXChronicles Today

• Tweet us @cxchronicles
• Check out our Instagram @cxchronicles
• Click here to checkout the CXC website
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Hey CX Nation,

In this week's episode of The CXChronicles Podcast #237 we were live at Customer Contact Week in the Caesar's Forum Entertainment Center in Las Vegas last month with Ashu Dubey, CEO at Gleen AI based in the San Francisco Bay Area, CA.

Ashu and his team are building Gleen AI - The most accurate and capable generative AI platform for customer support and success! Generative AI has ushered in a new-era for customer support and they help businesses scale their customer support at a fraction of the cost using Gleen AI

In this episode, Ashu and Adrian chat through the Four CX Pillars: Team, Tools, Process & Feedback. Plus share some of the ideas that his team think through on a daily basis to build world class customer experiences.

Episode #237 Highlight Reel:

1. How Generative AI/ML is changing the customer landscape rapidly
2. Equipping your customer facing team with "agent-assist" solutions
3. What we can all learn about AI from Meta, Amazon, Google & others
4. Educating customers & employees on where AI will lead us
5. Leveraging AI to expedite the growth of your business

Click here to learn more about Ashu Dubey

Click here to learn more about Gleen AI

Huge thanks to Ashu for coming on The CXChronicles Podcast and featuring his work and efforts in pushing the customer experience & customer success space into the future.

If you enjoy The CXChronicles Podcast, stop by your favorite podcast player hit the follow button and leave us a review today.

For our Spotify friends, click here to make sure you are following CXC & please leave a 5 star review so we can find new listeners & members of our community.

For our Apple friends, same deal -- click here to follow CXCP and leave us a review letting folks know why you love our customer focused content.

You know what would be even better?

Go tell one of your friends or teammates about CXC's content, our strategic partners (Hubspot, Intercom, Zendesk, Forethought AI, Freshworks, TimeToReply & Ascendr) + they can learn more about our CX/CS/RevOps services & please invite them to join the CX Nation!

Are you looking to learn more about the world of Customer Experience, Customer Success & Revenue Operations?

Click here to grab a copy of my book "The Four CX Pillars To Grow Your Business Now" available on Amazon or the CXC website.

For you non-readers, go check out the CXChronicles Youtube channel to see our customer & employee focused business content.

Reach Out To CXC Today!

Support the Show.

Contact CXChronicles Today

• Tweet us @cxchronicles
• Check out our Instagram @cxchronicles
• Click here to checkout the CXC website
• Email us at info@cxchronicles.com

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Hey CX Nation,

In this week's episode of The CXChronicles Podcast #236 we were live at Customer Contact Week in the Caesar's Forum Entertainment Center in Las Vegas last month with Kacey Felila Tolua, Strategic Thought Leader & Technology Innovation Champion based in Salt Lake City, UT.

Kacey has 30+ years of contact center leadership insights and experience overseeing several large scale strategic implementations with integration of digital/voice self-service automation, operational excellence, continuous process improvement, and most recently Global Infrastructure and Center of Excellence technology solutions with her customer facing team across the globe.

In this episode, Kacey and Adrian chat through the Four CX Pillars: Team, Tools, Process & Feedback. Plus share some of the ideas that her team think through on a daily basis to build world class customer experiences.

Episode #236 Highlight Reel:

1. How a life-changing injury led to her career in customer experience
2. Leveraging your inner strategic pessimist to drive your vision & priorities
3. Constantly learning & paying attention to up & coming leaders & innovators
4. Why process is paramount in driving the highest quality of products & services
5. Don't waste your customer's time with surveys, just listen to them from the start!

Click here to learn more about Kacey Felila Tolua

Huge thanks to Kacey for coming on The CXChronicles Podcast and featuring her work and efforts in pushing the customer experience & customer success space into the future.

If you enjoy The CXChronicles Podcast, stop by your favorite podcast player hit the follow button and leave us a review today.

For our Spotify friends, click here to make sure you are following CXC & please leave a 5 star review so we can find new listeners & members of our community.

For our Apple friends, same deal -- click here to follow CXCP and leave us a review letting folks know why you love our customer focused content.

You know what would be even better?

Go tell one of your friends or teammates about CXC's content, our strategic partners (Hubspot, Intercom, Zendesk, Forethought AI, Freshworks, TimeToReply & Ascendr) + they can learn more about our CX/CS/RevOps services & please invite them to join the CX Nation!

Are you looking to learn more about the world of Customer Experience, Customer Success & Revenue Operations?

Click here to grab a copy of my book "The Four CX Pillars To Grow Your Business Now" available on Amazon or the CXC website.

For you non-readers, go check out the CXChronicles Youtube channel to see our customer & employee focused business content.

Reach Out To CXC Today!

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Contact CXChronicles Today

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Hey CX Nation,

In this week's episode of The CXChronicles Podcast #235 we were live at Customer Contact Week in the Caesar's Forum Entertainment Center in Las Vegas for Customer Contact Week with Stephanie Crase Moritz, Chief Customer Innovation Officer at the American Dental Association based in Chicago, IL.

The not-for-profit American Dental Association (ADA) is America's leading advocate for oral health. A community of doers, thinkers, dreamers, and believers building a new day for dentistry.

The ADA advocates for over 159,000 members – promoting the art and science of dentistry by supporting dental professionals through advocacy, cutting-edge scientific research and guidance, dental insurance resources and more.

In this episode, Stephanie and Adrian chat through the Four CX Pillars: Team, Tools, Process & Feedback. Plus share some of the ideas that Stephanie and her team at the ADA think through on a daily basis to build world class customer experiences.

Episode #235 Highlight Reel:

1. Creating a magnetic brand that focuses on customer innovation above all else
2. Developing future products, experiences & offerings for dentists across the USA
3. Leveraging best in class SaaS solutions to build the ADA's future tech-stack
4. Building your VOC Task Force or Tiger Team to leverage customer feedback
5. Establishing trust with your employees to drive innovation and positive change

Click here to learn more about Stephanie Crase Mortiz

Click here to learn more about American Dental Association

Huge thanks to Stephanie for coming on The CXChronicles Podcast and featuring her work and efforts in pushing the customer experience & customer success space into the future.

If you enjoy The CXChronicles Podcast, stop by your favorite podcast player hit the follow button and leave us a review today.

For our Spotify friends, click here to make sure you are following CXC & please leave a 5 star review so we can find new listeners & members of our community.

For our Apple friends, same deal -- click here to follow CXCP and leave us a review letting folks know why you love our customer focused content.

You know what would be even better?

Go tell one of your friends or teammates about CXC's content, our strategic partners (Hubspot, Intercom, Zendesk, Forethought AI, Freshworks, TimeToReply & Ascendr) + they can learn more about our CX/CS/RevOps services & please invite them to join the CX Nation!

Are you looking to learn more about the world of Customer Experience, Customer Success & Revenue Operations?

Click here to grab a copy of my book "The Four CX Pillars To Grow Your Business Now" available on Amazon or the CXC website.

For you non-readers, go check out the CXChronicles Youtube channel to see our customer & employee focused business content.

Reach Out To CXC Today!

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Contact CXChronicles Today

• Tweet us @cxchronicles
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Hey CX Nation,

In this week's episode of The CXChronicles Podcast #234 we were live at Customer Contact Week in the Caesar's Forum Entertainment Center in Las Vegas for Customer Contact Week with John Spottiswood, Chief Operating Officer at Jerry based in Palo Alto, CA.

Jerry makes owning a car easier by putting car owners first. By perfectly combining AI with human agents, our AllCar™ app provides more customers quality service, faster. Jerry customers can do everything in the app, without making a single phone call (unless they want to!). With 5 million customers nationwide, Jerry is the #1 rated and most downloaded app in its category.

John is a Consumer and SAAS internet executive with 20 years of experience including president, COO, business & corporate development, product management, product development, professional services, customer success, and strategy.

In this episode, John and Adrian chat through the Four CX Pillars: Team, Tools, Process & Feedback. Plus share some of the ideas that John and his team at Jerry think through on a daily basis to build world class customer experiences.

Episode #234 Highlight Reel:

1. Changing the landscape for shopping for car insurance
2. Getting user feedback back to your product team as soon as possible
3. Leveraging AI to improve your agent & employee experiences
4. Building "break-walls" for your customer support team at scale
5. Creating chat-bots that actually help your customers from the get go

Click here to learn more about John Spottiswood

Click here to learn more about Jerry

Huge thanks to John for coming on The CXChronicles Podcast and featuring his work and efforts in pushing the customer experience & customer success space into the future.

If you enjoy The CXChronicles Podcast, stop by your favorite podcast player hit the follow button and leave us a review today.

For our Spotify friends, make sure you are following CXC & please leave a 5 star review so we can find new listeners & members of our community.

For our Apple friends, same deal -- follow CXCP and leave us a review letting folks know why you love our customer focused content.

You know what would be even better?

Go tell one of your friends or teammates about CXC's content, our strategic partners (Hubspot, Intercom, Zendesk, Forethought AI, Freshworks, TimeToReply & Ascendr) + they can learn more about our CX/CS/RevOps services & please invite them to join the CX Nation!

Are you looking to learn more about the world of Customer Experience, Customer Success & Revenue Operations?

Click here to grab a copy of my book "The Four CX Pillars To Grow Your Business Now" available on Amazon or the CXC website.

For you non-readers, go check out the CXChronicles Youtube channel to see our customer & employee focused business content.

Support the Show.

Contact CXChronicles Today

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Hey CX Nation,

In this week's episode of The CXChronicles Podcast #233 we were live at Customer Contact Week in the Caesar's Forum Entertainment Center in Las Vegas earlier this month with Sharath Keshava Narayana based in Palo Alto, CA.

Sharath is the Co-Founder at Sanas.AI and Observe.AI. He's also a General Partner at Carya Venture Partners.

Sanas' technology is designed to revolutionize communication by giving multilingual speakers a choice when it comes to how they communicate. It's a step towards empowering individuals, advancing equality, and deepening empathy with your customer facing agents & your customers.

In this episode, Sharath and Adrian chat through the Four CX Pillars: Team, Tools, Process & Feedback. Plus share some of the ideas that Sharath and his team at Sanas.ai think through on a daily basis to build world class customer experiences.

Episode #233 Highlight Reel:

1. Building technology to improve the lives of 16+ million call center agents globally
2. Focusing on your employee experiences to amplify your CX performance
3. Leveraging AI for accent translation to deliver crystal clean communications
4. Why most tech companies struggle with user adoption & utilization
5. How AI/ML is accelerating startups ability to achieve scale & product market fit

Click here to learn more about Sharath Keshava Narayana

Click here to learn more about Sanas.ai

Huge thanks to Sharath for coming on The CXChronicles Podcast and featuring his work and efforts in pushing the customer experience & customer success space into the future.

If you enjoy The CXChronicles Podcast, stop by your favorite podcast player hit the follow button and leave us a review today.

For our Spotify friends, make sure you are following CXC & please leave a 5 star review so we can find new listeners & members of our community.

For our Apple friends, same deal -- follow CXCP and leave us a review letting folks know why you love our customer focused content.

You know what would be even better?

Go tell one of your friends or teammates about CXC's content, our strategic partners (Hubspot, Intercom, Zendesk, Forethought AI, Freshworks, TimeToReply & Ascendr) + they can learn more about our CX/CS/RevOps services & please invite them to join the CX Nation!

Are you looking to learn more about the world of Customer Experience, Customer Success & Revenue Operations?

Click here to grab a copy of my book "The Four CX Pillars To Grow Your Business Now" available on Amazon or the CXC website.

For you non-readers, go check out the CXChronicles Youtube channel to see our customer & employee focused business content.

Support the Show.

Contact CXChronicles Today

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Hey CX Nation,

In this week's episode of The CXChronicles Podcast #232 we are live at Customer Contact Week in the Caesar's Forum Entertainment Center in Las Vegas with Trey Wade, Head of Consumer Experience at Molson Coors Beverage Company based in Chicago, IL.

As describe by the Financial Times, Trey Wade is a “prolific collector of American Whiskey” and an up and coming spirits savant. As an Executive Bourbon Steward, Trey is passionate about educating enthusiasts on every aspect of American Whiskey.

Currently, Trey Wade serves as the Head of Consumer Experience for Coors Spirits Co. after the acquisition of Blue Run Spirits in the fall of 2023.

Beyond his work in the spirits industry, Trey Wade is an avid traveler and an adventurous spirit. He loves to explore different cultures and experience new things. He is also a passionate home chef who enjoys cooking for his friends and family.

In this episode, Trey and Adrian chat through the Four CX Pillars: Team, Tools, Process & Feedback. Plus share some of the ideas that Trey and his team at Blue Run Spirits & Molson Coors Beverage Company think through on a daily basis to build world class customer experiences.

Episode #232 Highlight Reel:

1. Ensuring that culture & passion are paramount ingredients in building your business
2. Selling "private barrels" to collectors, restaurants, & other "spirit enthusiasts"
3. How the Coors family became involved in the world of whiskey & spirits
4. Understanding your customer use cases & perceptions to master your CX offerings
5. How AI is taking over the world of consumer packaged goods

Click here to learn more about Trey Wade

Click here to learn more about Molson Coors

Click here to learn more about BlueRunSpirits

Huge thanks to Trey for coming on The CXChronicles Podcast and featuring his work and efforts in pushing the customer experience & customer success space into the future.

If you enjoy The CXChronicles Podcast, stop by your favorite podcast player hit the follow button and leave us a review today.

For our Spotify friends, make sure you are following CXC & leave us a 5 star review so we can find new listeners & members of our community.

For our Apple friends, same deal -- follow CXCP and leave us a review and rating letting folks know why you love our customer focused content.

You know what would be even better?

Go tell one of your friends or teammates about CXC's content, our strategic partners (Hubspot, Intercom, Zendesk, Forethought AI, Freshworks, TimeToReply & Ascendr) + they can learn more about our CX/CS/RevOps services & please invite them to join the CX Nation!

Are you looking to learn more about the world of Customer Experience, Customer Success & Revenue Operations?

Click here to grab a copy of my book "The Four CX Pillars To Grow Your Business Now" available on Amazon or the CXC website.

For you non-readers, go check out the CXChronicles Youtube channel to see our customer & employee focus

Support the Show.

Contact CXChronicles Today

• Tweet us @cxchronicles
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Hey CX Nation,

In this week's episode of The CXChronicles Podcast #231 we are live at Customer Contact Week in the Caesar's Forum Entertainment Center in Las Vegas.

This is our CXCP Day 2 recap of the event. I was able to have my friend Kristi Faltorusso join us again on the podcast to rap on all of the things that we are seeing, hearing & talking about with all of the conference attendees.

In this episode, Kristi and Adrian chat through some of the speakers, presenters, vendors, technology & the genuine "yammering" that we are hearing at Customer Contact Week 2024.

Episode #231 Highlight Reel:

1. Changes with Employee Experiences in today's world
2. Leveraging & embracing AI to scale your business
3. Networking & learning from some of the best & brightest in the CX space
4. Future events + post conference thoughts, ideas & CTAs
5. Making Happiness A Habit

Huge thanks to Kristi for coming on The CXChronicles Podcast and featuring her work and efforts in pushing the customer experience & customer success space into the future.

If you enjoy The CXChronicles Podcast, stop by your favorite podcast player hit the follow button and leave us a review today.

For our Spotify friends, make sure you are following CXC & leave us a 5 star review so we can find new listeners & members of our community.

For our Apple friends, same deal -- follow CXCP and leave us a review and rating letting folks know why you love our customer focused content.

You know what would be even better?

Go tell one of your friends or teammates about CXC's content, our strategic partners (Hubspot, Intercom, Zendesk, Forethought AI, Freshworks, TimeToReply & Ascendr) + they can learn more about our CX/CS/RevOps services & please invite them to join the CX Nation!

Are you looking to learn more about the world of Customer Experience, Customer Success & Revenue Operations?

Click here to grab a copy of my book "The Four CX Pillars To Grow Your Business Now" available on Amazon or the CXC website.

For you non-readers, go check out the CXChronicles Youtube channel to see our customer & employee focused video content & short-reel CTAs to improve your CX/CS/RevOps performance today (politely go smash that subscribe button).

Contact us anytime to learn more about CXC at INFO@cxchronicles.com and ask us about how we can help your business & team make customer happiness a habit now!

Support the Show.

Contact CXChronicles Today

• Tweet us @cxchronicles
• Check out our Instagram @cxchronicles
• Click here to checkout the CXC website
• Email us at info@cxchronicles.com

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Hey CX Nation,

In this week's episode of The CXChronicles Podcast #230 we are live at Customer Contact Week in the Caesar's Forum Entertainment Center in Las Vegas.

This is our CXCP Day 1 recap of the event. I was able to have my friend Kristi Faltorusso join us on the podcast to rap on all of the things that we are seeing, hearing & talking about with all of the conference attendees.

In this episode, Kristi and Adrian chat through some of the speakers, presenters, vendors, technology & the genuine "yammering" that we are hearing at Customer Contact Week 2024.

Episode #230 Highlight Reel:

1. How generative AI is changing every business in the world
2. Common issues with customer center leaders in 2024
3. Hot new solutions & tools to watch out for in the near future
4. Ideas for coaching & training your customer facing staff
5. The future of CX & customer success is here

Huge thanks to Kristi for coming on The CXChronicles Podcast and featuring her work and efforts in pushing the customer experience & customer success space into the future.

Click here to learn more about Kristi Faltorusso

Click here to learn more about Customer Contact Week

If you enjoy The CXChronicles Podcast, stop by your favorite podcast player hit the follow button and leave us a review today.

For our Spotify friends, make sure you are following CXC & leave us a 5 star review so we can find new listeners & members of our community.

For our Apple friends, same deal -- follow CXCP and leave us a review and rating letting folks know why you love our customer focused content.

You know what would be even better?

Go tell one of your friends or teammates about CXC's content, our strategic partners (Hubspot, Intercom, Zendesk, Forethought AI, Freshworks, TimeToReply & Ascendr) + they can learn more about our CX/CS/RevOps services & please invite them to join the CX Nation!

Are you looking to learn more about the world of Customer Experience, Customer Success & Revenue Operations?

Click here to grab a copy of my book "The Four CX Pillars To Grow Your Business Now" available on Amazon or the CXC website.

For you non-readers, go check out the CXChronicles Youtube channel to see our customer & employee focused video content & short-reel CTAs to improve your CX/CS/RevOps performance today (politely go smash that subscribe button).

Contact us anytime to learn more about CXC at INFO@cxchronicles.com and ask us about how we can help your business & team make customer happiness a habit now!

Support the Show.

Contact CXChronicles Today

• Tweet us @cxchronicles
• Check out our Instagram @cxchronicles
• Click here to checkout the CXC website
• Email us at info@cxchronicles.com

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Hey CX Nation,

In this week's episode of The CXChronicles Podcast #229 we welcomed Richard Convery, Founder & CEO of Ascendr based near London, England.

Richard is an expert in effective SaaS customer onboarding, a customer success advocate and one of our leading strategic partners here at CXChronicles.

In this episode, Richard and Adrian chat through how he has tackled The Four CX Pillars: Team, Tools, Process & Feedback and shares tips & best practices that have worked across his own customer focused business leader journey.

Episode #229 Highlight Reel:

1. Why spending time in various companies/industries gives you a slight edge
2. Entrepreneurs live in a lonely world, it takes years to build & scale companies
3. How customer onboarding resembles joining a new gym
4. Great CX is strategically mapped out, designed & engineered from the first touch
5. Always put yourself in your customers shoes, listen for the good, bad & ugly

Huge thanks to Richard for coming on The CXChronicles Podcast and featuring his work and efforts in pushing the customer experience & customer success space into the future.

Click here to learn more about Richard Convery

Click here to learn more about Ascendr

If you enjoy The CXChronicles Podcast, stop by your favorite podcast player and leave us a review today.

For our Spotify friends, make sure you are following CXC & leave us a 5 star review so we can find new listeners & members of our community.

For our Apple friends, same deal -- follow CXCP and leave us a review and rating letting folks know why you love our customer focused content.

You know what would be even better?

Go tell one of your friends or teammates about CXC's content, our strategic partners (Hubspot, Intercom, Zendesk, Forethought AI, Freshworks, TimeToReply & Ascendr) + they can learn more about our CX/CS/RevOps services & please invite them to join the CX Nation!

Are you looking to learn more about the world of Customer Experience, Customer Success & Revenue Operations?

Click here to grab a copy of my book "The Four CX Pillars To Grow Your Business Now" available on Amazon or the CXC website.

For you non-readers, go check out the CXChronicles Youtube channel to see our customer & employee focused video content & short-reel CTAs to improve your CX/CS/RevOps performance today (politely go smash that subscribe button).

Contact us anytime to learn more about CXC at INFO@cxchronicles.com and ask us about how we can help your business & team make customer happiness a habit now!

Support the Show.

Contact CXChronicles Today

• Tweet us @cxchronicles
• Check out our Instagram @cxchronicles
• Click here to checkout the CXC website
• Email us at info@cxchronicles.com

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Hey CX Nation,

In this week's episode of The CXChronicles Podcast #228 we welcomed Shantel Love, Global VP of Customer Success Clinical & School Assessment based in Henderson, NV. Shantel is also a keynote speaker, author, LinkedIn Top Personal Branding Voice & work place futurist.

Shantel is on a mission to help diverse professionals use their voices on LinkedIn to build powerful and profitable personal brands without being tied their phones, without posting every day, without the gimmicks.

Corporate Executive by day and Business and Personal Branding Mentor by night with a passion for seeing diverse professionals win (especially those who are the first, few, and only).

In this episode, Shantel and Adrian chat through how she has tackled The Four CX Pillars: Team, Tools, Process & Feedback and shares tips & best practices that have worked across her own customer focused business leader journey.

Episode #228 Highlight Reel:

1. Identifying problems, curating solutions, & hiring A-players to execute CTAs
2. Why so many CX executives thrive & embrace the "customer chaos" at scale
3. Aggregating and normalizing your customer data to create actionable tasks
4. Celebrating your Voice of Champions -- your best & brightest employees
5. Putting yourself in your customer/employee's shoes to understand the journey

Huge thanks to Shantel for coming on The CXChronicles Podcast and featuring her work and efforts in pushing the customer experience & customer success space into the future.

Click here to learn more about Shantel Love

If you enjoy The CXChronicles Podcast, stop by your favorite podcast player and leave us a review today.

For our Spotify friends, make sure you are following CXC & leave us a 5 star review so we can find new listeners & members of our community.

For our Apple friends, same deal -- follow CXCP and leave us a review and rating letting folks know why you love our customer focused content.

You know what would be even better?

Go tell one of your friends or teammates about CXC's content, our strategic partners (Hubspot, Intercom, Zendesk, Forethought AI, Freshworks, TimeToReply & Ascendr) + they can learn more about our CX/CS/RevOps services & please invite them to join the CX Nation!

Are you looking to learn more about the world of Customer Experience, Customer Success & Revenue Operations?

Click here to grab a copy of my book "The Four CX Pillars To Grow Your Business Now" available on Amazon or the CXC website.

For you non-readers, go check out the CXChronicles Youtube channel to see our customer & employee focused video content & short-reel CTAs to improve your CX/CS/RevOps performance today (politely go smash that subscribe button).

Contact us anytime to learn more about CXC at INFO@cxchronicles.com and ask us about how we can help your business & team make customer happiness a habit now!

Support the Show.

Contact CXChronicles Today

• Tweet us @cxchronicles
• Check out our Instagram @cxchronicles
• Click here to checkout the CXC website
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Hey CX Nation,

In this week's CXWeekly Update we walk through some ideas, goals & CTAs to begin overhauling your Quarterly Business Reviews (QBRs).

QBRs are one of the easiest ways to make sure that your customer success team is getting regular time with their main POCs or account owners to walk through exactly how your product or service is providing value & hitting the mark set by your sales team at the beginning of the customer journey.

There are many ways you can design QBRs or key account reviews for your customers but the most important thing to remember is this is your chance to "wow" your customers every 90 days & prove to them why you're a strategic partner to their business.

You can walk through industry updates, product or service usage, account success goals, expectation setting, product updates or new features + changes or updates about your business or team or more importantly your customer's team.

Use this CXWeekly update as a starting point for building out or overhauling your QBR efforts with your team today.

Don't worry we have a ton of amazing guest interviews coming down the pipeline over the next couple of weeks.

Part of our goal for the new year at CXC is to create more customer focused business leader content, including more short episodes like these ones that are digestible, actionable & most importantly entertaining & valuable for all of you.

If you enjoy The CXChronicles Podcast, stop by your favorite podcast player and leave us a review today.

You know what would be even better?

Go tell one of your friends or teammates about CXC's content, CX/CS/RevOps services, our customer & employee focused community & invite them to join the CX Nation!

Are you looking to learn more about the world of Customer Experience, Customer Success & Revenue Operations?

Click here to grab a copy of my book "The Four CX Pillars To Grow Your Business Now" available on Amazon or the CXC website.

For you non-readers, go check out the CXChronicles Youtube channel to see our customer & employee focused video content & short-reel CTAs to improve your CX/CS/RevOps performance today (politely go smash that subscribe button).

Contact us anytime to learn more about CXC at INFO@cxchronicles.com and ask us about how we can help your business & team make customer happiness a habit now!

Support the Show.

Contact CXChronicles Today

• Tweet us @cxchronicles
• Check out our Instagram @cxchronicles
• Click here to checkout the CXC website
• Email us at info@cxchronicles.com

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Hey CX Nation,

In this week's CXWeekly Update we walk through some ideas, goals & CTAs to begin building your company's Voice of Customer Dashboards & Reporting.

VOC or voice of customer has become an extremely popular topic with customer focused business leaders across the globe. There's so much software out there today that companies use and it becomes really difficult to cut through the noise and aggregate the good, bad and ugly from your customer feedback.

VOC reporting helps to centralize and socialize the key trends, topics, likes, dislikes, opportunities for your company to take action on & continue to evolve or iterate on your product or service offerings.

Use this CXWeekly update as a starting point for building out your VOC reporting efforts with your team today.

Don't worry we have a ton of amazing guest interviews coming down the pipeline over the next couple of weeks.

Part of our goal for the new year at CXC is to create more customer focused business leader content, including more short episodes like these ones that are digestible, actionable & most importantly entertaining & valuable for all of you.

If you enjoy The CXChronicles Podcast, stop by your favorite podcast player and leave us a review today.

You know what would be even better?

Go tell one of your friends or teammates about CXC's content, CX/CS/RevOps services, our customer & employee focused community & invite them to join the CX Nation!

Are you looking to learn more about the world of Customer Experience, Customer Success & Revenue Operations?

Click here to grab a copy of my book "The Four CX Pillars To Grow Your Business Now" available on Amazon or the CXC website.

For you non-readers, go check out the CXChronicles Youtube channel to see our customer & employee focused video content & short-reel CTAs to improve your CX/CS/RevOps performance today (politely go smash that subscribe button).

Contact us anytime to learn more about CXC at INFO@cxchronicles.com and ask us about how we can help your business & team make customer happiness a habit now!

Support the Show.

Contact CXChronicles Today

• Tweet us @cxchronicles
• Check out our Instagram @cxchronicles
• Click here to checkout the CXC website
• Email us at info@cxchronicles.com

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Hey CX Nation,

In this week's episode of The CXChronicles Podcast #225 we welcomed Mikhail Hutton, Fractional CEO & CXO based in New York City.

Mikhail has spent the last 10+ years working in a variety of amazing companies including Humana, Integral Ad Science, Quantcast, Artemis & several VC backed companies helping them think through and execute on their go-to-market (GTM), customer experience & customer success strategies as they scale their business.

In this episode, Mikhail and Adrian chat through how he has tackled The Four CX Pillars: Team, Tools, Process & Feedback and shares tips & best practices that have worked across his own customer focused business leader journey.

Episode #225 Highlight Reel:

1. Setting your company's vision & mission early on in the journey toward's growth
2. Regardless of what's in your tech-stack, focusing on internal utilization becomes key
3. Why start-up companies need to match their "tech-needs" to their customer journey?
4. Measuring customer onboarding completion rates to gauge downstream success
5. Setting expectations with customers around how they will arrive to their end goal

Huge thanks to Mikhail for coming on The CXChronicles Podcast and featuring his work and efforts in pushing the customer experience & customer success space into the future.

Click here to learn more about Mikhail Hutton

If you enjoy The CXChronicles Podcast, stop by your favorite podcast player and leave us a review today.

For our Spotify friends, make sure you are following CXC & leave us a 5 star review so we can find new listeners & members of our community.

For our Apple friends, same deal -- follow CXCP and leave us a review and rating letting folks know why you love our customer focused content.

You know what would be even better?

Go tell one of your friends or teammates about CXC's content, our strategic partners (Hubspot, Intercom, Zendesk, Forethought AI, Freshworks, TimeToReply & Ascendr) + they can learn more about our CX/CS/RevOps services & please invite them to join the CX Nation!

Are you looking to learn more about the world of Customer Experience, Customer Success & Revenue Operations?

Click here to grab a copy of my book "The Four CX Pillars To Grow Your Business Now" available on Amazon or the CXC website.

For you non-readers, go check out the CXChronicles Youtube channel to see our customer & employee focused video content & short-reel CTAs to improve your CX/CS/RevOps performance today (politely go smash that subscribe button).

Contact us anytime to learn more about CXC at INFO@cxchronicles.com and ask us about how we can help your business & team make customer happiness a habit now!

Support the show

Contact CXChronicles Today

• Tweet us @cxchronicles
• Check out our Instagram @cxchronicles
• Click here to checkout the CXC website
• Email us at info@cxchronicles.com

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Hey CX Nation,

In this week's episode of The CXChronicles Podcast #224 we welcomed Mario Matulich President & Managing Director of Customer Management Practice based in New York City.

Mario and his team at CMP help companies with turning their customers into raving fans. They are the contact center industry's trusted partner offering research, events and online communities. They help produce some amazing events like Customer Contact Week in Las Vegas in June, 4-6 2024 .

CXChronicles Podcast will actually be there broadcasting live this year & we are beyond pumped to join some incredible customer focused business leaders including Martha Stewart, David Glickman (CEO Mint Mobile), Johnny C. Taylor (President & CEO SHRM), and Angie Bastian (Founder BoomChikaPop).

In this episode, Mario and Adrian chat through how he has tackled The Four CX Pillars: Team, Tools, Process & Feedback and shares tips & best practices that have worked across his own customer focused business leader journey.

Episode #224 Highlight Reel:

1. Starting your CX journey as professional baseball player
2. Focusing on building a culture that prioritizes employees first
3. Leveraging your team & tech-stack to scale your business
4. Defining the "milestone moments" in your customer journey
5. Investing in your customer focused business leaders to win

Huge thanks to Mario for coming on The CXChronicles Podcast and featuring his work and efforts in pushing the customer experience & customer success space into the future.

Click here to learn more about Mario Matulich

Click here to checkout Customer Management Practice

If you enjoy The CXChronicles Podcast, stop by your favorite podcast player and leave us a review today.

You know what would be even better?

Go tell one of your friends or teammates about CXC's content, our strategic partners (Hubspot, Intercom, Zendesk, Forethought AI, Freshworks & Ascendr) + they can learn more about our CX/CS/RevOps services & please invite them to join the CX Nation!

Are you looking to learn more about the world of Customer Experience, Customer Success & Revenue Operations?

Click here to grab a copy of my book "The Four CX Pillars To Grow Your Business Now" available on Amazon or the CXC website.

For you non-readers, go check out the CXChronicles Youtube channel to see our customer & employee focused video content & short-reel CTAs to improve your CX/CS/RevOps performance today (politely go smash that subscribe button).

Contact us anytime to learn more about CXC at INFO@cxchronicles.com and ask us about how we can help your business & team make customer happiness a habit now!

Support the show

Contact CXChronicles Today

• Tweet us @cxchronicles
• Check out our Instagram @cxchronicles
• Click here to checkout the CXC website
• Email us at info@cxchronicles.com

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Hey CX Nation,

In this week's episode of The CXChronicles Podcast #223 we welcomed Simon Taylor, the CEO and founder of HYCU, the worlds fastest growing multicloud data protection company.

Simon has more than 20 year's experience in go-to-market strategy development, product marketing and channel sales management for the tech industry.

He has worked with leading companies such as Comtrade Group, Forrester Research, Putnam Investments and Omgeo.

Simon is a board member at Uncornered, an active member of YPO, and a Research Fellow at Boston College.

Simon founded, HYCU in 2018 as a pioneering enterprise software company specializing in data backup, recovery and monitoring for multi-cloud environments. In March of 2021 HYCU received an $87.5M A round investment led by Bain Capital Ventures (BCV).

In June of 2022 HYCU received an $53M B round with existing investors BCV, Acrew Capital and new investors Atlassian Ventures, Cisco Investments. Okta Ventures closed out the Series B in October of 2022 to bring the total investment to date to $140M.

In this episode, Simon and Adrian chat through how he has tackled The Four CX Pillars: Team, Tools, Process & Feedback and shares tips & best practices that have worked across his own customer focused business leader journey.

Episode #223 Highlight Reel:

1. How travel & living abroad can make you a better customer focused business leader
2. Why placing all of your investment bets on sales & marketing doesn't alway work
3. Creating "customer blueprints" for every customer your business earns
4. Why your product or service has to work for your customers in order to scale
5. Prioritize socializing customer feedback the good, bad & ugly on the regular

Huge thanks to Simon for coming on The CXChronicles Podcast and featuring his work and efforts in pushing the customer experience & customer success space into the future.

Click here to learn more about Simon Taylor

Click here to checkout HYCU

If you enjoy The CXChronicles Podcast, stop by your favorite podcast player and leave us a review today.

You know what would be even better?

Go tell one of your friends or teammates about CXC's content, our strategic partners (Hubspot, Intercom, Zendesk, Forethought AI, Freshworks & Ascendr) + they can learn more about our CX/CS/RevOps services & please invite them to join the CX Nation!

Are you looking to learn more about the world of Customer Experience, Customer Success & Revenue Operations?

Click here to grab a copy of my book "The Four CX Pillars To Grow Your Business Now" available on Amazon or the CXC website.

For you non-readers, go check out the CXChronicles Youtube channel to see our customer & employee focused video content & short-reel CTAs to improve your CX/CS/RevOps performance today (politely go smash that subscribe button).

Contact us anytime to learn more about CXC at INFO@cxchronicles.com and ask us about how we can help your business & team make customer happiness a habit now!

Support the show

Contact CXChronicles Today

• Tweet us @cxchronicles
• Check out our Instagram @cxchronicles
• Click here to checkout the CXC website
• Email us at info@cxchronicles.com

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Hey CX Nation,

In this week's episode of The CXChronicles Podcast #222 we welcomed Sandra Thompson, Founder Director of The Ei Evolution based in London, England.

The Ei Evolution intends to achieve three things by 2030:

1) Employees experience more joy in their work as colleagues are more thoughtful and bosses are more compassionate.

2) People have longer-lasting positive memories of their experiences as customers when businesses use neuroscience, psychology and behavioural science to create stronger emotional connections.

3) Teachers and their pupils thrive as they develop the skill of emotional intelligence

In this episode, Sandra and Adrian chat through how she has tackled The Four CX Pillars: Team, Tools, Process & Feedback and shares tips & best practices that have worked across her own customer focused business leader journey.

Episode #222 Highlight Reel:

1. Why building world class CX is like building a puzzle, piece by piece
2. Building your "Spider-Senses" as you evolve into a customer focused business leader
3. Creating clarity around accountability, responsibility, authority with your team
4. Listen to front line employees to understand the primary customer friction points
5. Understanding the situation, behaviors and impact that your business has on its users

Huge thanks to Sandra for coming on The CXChronicles Podcast and featuring her work and efforts in pushing the customer experience & customer success space into the future.

Click here to learn more about Sandra Thompson

Click here to checkout Ei Evolution

If you enjoy The CXChronicles Podcast, stop by your favorite podcast player and leave us a review today.

You know what would be even better?

Go tell one of your friends or teammates about CXC's content, our strategic partners (Hubspot, Intercom, Zendesk, Forethought AI, Freshworks & Ascendr) + they can learn more about our CX/CS/RevOps services & please invite them to join the CX Nation!

Are you looking to learn more about the world of Customer Experience, Customer Success & Revenue Operations?

Click here to grab a copy of my book "The Four CX Pillars To Grow Your Business Now" available on Amazon or the CXC website.

For you non-readers, go check out the CXChronicles Youtube channel to see our customer & employee focused video content & short-reel CTAs to improve your CX/CS/RevOps performance today (politely go smash that subscribe button).

Contact us anytime to learn more about CXC at INFO@cxchronicles.com and ask us about how we can help your business & team make customer happiness a habit now!

Support the show

Contact CXChronicles Today

• Tweet us @cxchronicles
• Check out our Instagram @cxchronicles
• Click here to checkout the CXC website
• Email us at info@cxchronicles.com

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Hey CX Nation,

In this week's episode of The CXChronicles Podcast #221 we welcomed Shawn Nason, the Founder and Chief Experience Officer at MOFI based in the Cincinnati, OH area.

As a former Disney Imagineer, Chief Innovation Officer, and founder of the Disruptor League, Shawn has a proven track record of leading and executing innovative projects that generate significant revenue, customer loyalty, and social impact.

He is also an author, speaker, podcast host, and neuro-diversity advocate who shares his insights and stories on how to embrace change, challenge assumptions, and kiss your dragons. He also holds a black belt in innovation engineering and certifications in design thinking and human-centered design.

In this episode, Shawn and Adrian chat through how he has tackled The Four CX Pillars: Team, Tools, Process & Feedback and shares tips & best practices that have worked across his own customer focused business leader journey.

Episode #221 Highlight Reel:

1. Experiences learned as a Walt Disney imagineer
2. Focusing on human experiences above all else as you scale
3. Don't prioritize your technology & KPIs -- focus on your customers
4. Meet customers where they are & get to know them intimately
5. To get the numbers you need, focus on the human experience

Huge thanks to Shawn for coming on The CXChronicles Podcast and featuring his work and efforts in pushing the customer experience & customer success space into the future.

Click here to learn more about Shawn Nason

Click here to checkout MOFI

If you enjoy The CXChronicles Podcast, stop by your favorite podcast player and leave us a review today.

You know what would be even better?

Go tell one of your friends or teammates about CXC's content, our strategic partners (Hubspot, Intercom, Zendesk, Forethought AI, Freshworks & Ascendr) + they can learn more about our CX/CS/RevOps services & please invite them to join the CX Nation!

Are you looking to learn more about the world of Customer Experience, Customer Success & Revenue Operations?

Click here to grab a copy of my book "The Four CX Pillars To Grow Your Business Now" available on Amazon or the CXC website.

For you non-readers, go check out the CXChronicles Youtube channel to see our customer & employee focused video content & short-reel CTAs to improve your CX/CS/RevOps performance today (politely go smash that subscribe button).

Contact us anytime to learn more about CXC at INFO@cxchronicles.com and ask us about how we can help your business & team make customer happiness a habit now!

Support the show

Contact CXChronicles Today

• Tweet us @cxchronicles
• Check out our Instagram @cxchronicles
• Click here to checkout the CXC website
• Email us at info@cxchronicles.com

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Hey CX Nation,

In this week's episode of The CXChronicles Podcast #220 we welcomed Simon Kriss, Leading Voice On AI In CX, Author, Futurist, Board & C-Suite AI Mentor based in Melbourne, Australia.

Simon is a customer experience futurologist and thought leader who works with Company Boards and C-Suite Executives on innovation in their customer experience.

He's also the author of the book The AI Empowered Customer Experience & the host of The CXII Podcast, please see the links below.

In this episode, Simon and Adrian chat through how he has tackled The Four CX Pillars: Team, Tools, Process & Feedback and shares tips & best practices that have worked across his own customer focused business leader journey.

Episode #220 Highlight Reel:

1. Lessons and learnings from being in the CX & contact center space for 35+ years
2. Leveraging AI to transform your customer support & success teams into superheros
3. How the largest contact centers in the world leverage technology, AI & SaaS tools
4. Improving your tech-stack adoption & utilization as you scale your business
5. Training AI to help you master the design, facilitation & delivery of your CX/EX

Huge thanks to Simon for coming on The CXChronicles Podcast and featuring his work and efforts in pushing the customer experience & customer success space into the future.

Click here to learn more about Simon Kriss

Click here to learn more about Simon's Book

Click here to checkout The CXII Podcast

If you enjoy The CXChronicles Podcast, stop by your favorite podcast player and leave us a review today.

You know what would be even better?

Go tell one of your friends or teammates about CXC's content, our strategic partners (Hubspot, Intercom, Zendesk, Forethought AI, Freshworks & Ascendr) + they can learn more about our CX/CS/RevOps services & please invite them to join the CX Nation!

Are you looking to learn more about the world of Customer Experience, Customer Success & Revenue Operations?

Click here to grab a copy of my book "The Four CX Pillars To Grow Your Business Now" available on Amazon or the CXC website.

For you non-readers, go check out the CXChronicles Youtube channel to see our customer & employee focused video content & short-reel CTAs to improve your CX/CS/RevOps performance today (politely go smash that subscribe button).

Contact us anytime to learn more about CXC at INFO@cxchronicles.com and ask us about how we can help your business & team make customer happiness a habit now!

Support the show

Contact CXChronicles Today

• Tweet us @cxchronicles
• Check out our Instagram @cxchronicles
• Click here to checkout the CXC website
• Email us at info@cxchronicles.com

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Hey CX Nation,

In this week's episode of The CXChronicles Podcast #219 we welcomed Bill Waid, Chief Product & Technology Officer at FICO.

FICO is an analytics company helping businesses make better decisions that drive higher levels of growth and success.

FICO provides analytics software and tools used across multiple industries to manage risk, fight fraud, build more profitable customer relationships, optimize operations and meet strict government regulations.

Many of their products reach industry-wide adoption. FICO solutions leverage open-source standards and cloud computing to maximize flexibility, speed deployment and reduce costs. The company also helps millions of people manage their personal credit health.

In this episode, Bill and Adrian chat through how he has tackled The Four CX Pillars: Team, Tools, Process & Feedback and shares tips & best practices that have worked across his own customer focused business leader journey.

Episode #219 Highlight Reel:

1. How FICO has been building on decades of AI & ML learnings & findings to scale
2. Leveraging customer touch points & use cases to understand customer journeys
3. Don't swallow the ocean while building your business, start with basic measurements
4. Using your customer data in concert with your product & service development
5. Revisit the main customer measurements in your business on a regular basis

Huge thanks to Bill for coming on The CXChronicles Podcast and featuring his work and efforts in pushing the customer experience & customer success space into the future.

Click here to learn more about Bill Waid

Click here to learn more about FICO

If you enjoy The CXChronicles Podcast, stop by your favorite podcast player and leave us a review today.

You know what would be even better?

Go tell one of your friends or teammates about CXC's content, CX/CS/RevOps services, our customer & employee focused community & invite them to join the CX Nation!

Are you looking to learn more about the world of Customer Experience, Customer Success & Revenue Operations?

Click here to grab a copy of my book "The Four CX Pillars To Grow Your Business Now" available on Amazon or the CXC website.

For you non-readers, go check out the CXChronicles Youtube channel to see our customer & employee focused video content & short-reel CTAs to improve your CX/CS/RevOps performance today (politely go smash that subscribe button).

Contact us anytime to learn more about CXC at INFO@cxchronicles.com and ask us about how we can help your business & team make customer happiness a habit now!

Support the show

Contact CXChronicles Today

• Tweet us @cxchronicles
• Check out our Instagram @cxchronicles
• Click here to checkout the CXC website
• Email us at info@cxchronicles.com

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Hey CX Nation,

In this week's episode of The CXChronicles Podcast #218 we welcomed Dennis Armbruster, Executive Vice President at The Verde Group.

The Verde Group is a customer experience consultancy, creating value by employing a proprietary research methodology that is based on a fundamental principle of human behavior: Individuals are far more likely to take action in response to negative events than positive ones.

Verde clients use @Risk analysis to understand why their customers behave in a certain way and what actions to take to alter those behaviors.

In this episode, Dennis and Adrian chat through how he has tackled The Four CX Pillars: Team, Tools, Process & Feedback and shares tips & best practices that have worked across his own customer focused business leader journey.

Episode #218 Highlight Reel:

1. Understanding how to leverage market research to boost customer loyalty
2. Identifying the core friction points in your customer experiences
3. Involving your customer facing team in the interpretation of your customer data
4. Attaching potential ROI projections on all of your CX/CS focused CTAs
5. Educating your team in the financial metrics that help fuel growth & revenues

Huge thanks to Dennis for coming on The CXChronicles Podcast and featuring his work and efforts in pushing the customer experience & customer success space into the future.

Click here to learn more about Dennis Armbruster

Click here to learn more about The Verde Group

If you enjoy The CXChronicles Podcast, stop by your favorite podcast player and leave us a review today.

You know what would be even better?

Go tell one of your friends or teammates about CXC's content, CX/CS/RevOps services, our customer & employee focused community & invite them to join the CX Nation!

Are you looking to learn more about the world of Customer Experience, Customer Success & Revenue Operations?

Click here to grab a copy of my book "The Four CX Pillars To Grow Your Business Now" available on Amazon or the CXC website.

For you non-readers, go check out the CXChronicles Youtube channel to see our customer & employee focused video content & short-reel CTAs to improve your CX/CS/RevOps performance today (politely go smash that subscribe button).

Contact us anytime to learn more about CXC at INFO@cxchronicles.com and ask us about how we can help your business & team make customer happiness a habit now!

Support the show

Contact CXChronicles Today

• Tweet us @cxchronicles
• Check out our Instagram @cxchronicles
• Click here to checkout the CXC website
• Email us at info@cxchronicles.com

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Hey CX Nation,

Here's the first CXWeekly Update from CXC for 2024!

This week's episode I walk through some ideas, goals & CTAs to jump into the new year with your customers & employees.

Don't worry we have a ton of amazing guest interviews coming down the pipeline over the next couple of weeks.

Part of our goal for the new year at CXC is to create more customer focused business leader content, including more short episodes like these ones that are digestible, actionable & most importantly entertaining & valuable for all of you.

If you enjoy The CXChronicles Podcast, stop by your favorite podcast player and leave us a review today.

You know what would be even better?

Go tell one of your friends or teammates about CXC's content, CX/CS/RevOps services, our customer & employee focused community & invite them to join the CX Nation!

Are you looking to learn more about the world of Customer Experience, Customer Success & Revenue Operations?

Click here to grab a copy of my book "The Four CX Pillars To Grow Your Business Now" available on Amazon or the CXC website.

For you non-readers, go check out the CXChronicles Youtube channel to see our customer & employee focused video content & short-reel CTAs to improve your CX/CS/RevOps performance today (politely go smash that subscribe button).

Contact us anytime to learn more about CXC at INFO@cxchronicles.com and ask us about how we can help your business & team make customer happiness a habit now!

Support the show

Contact CXChronicles Today

• Tweet us @cxchronicles
• Check out our Instagram @cxchronicles
• Click here to checkout the CXC website
• Email us at info@cxchronicles.com

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Hey CX Nation,

This week we did something different to end the year & jump into 2024.

This week's episode I walk through some ideas, goals & CTAs to jump into the new year with your customers & employees.

I hope that all of you had an awesome year and holiday season & we're beyond excited to bring you more customer focused business content in the new year.

If you enjoy The CXChronicles Podcast, stop by your favorite podcast player and leave us a review today.

You know what would be even better?

Go tell one of your friends or teammates about CXC's content, CX/CS/RevOps services, our customer & employee focused community & invite them to join the CX Nation!

Are you looking to learn more about the world of Customer Experience, Customer Success & Revenue Operations?

Click here to grab a copy of my book "The Four CX Pillars To Grow Your Business Now" available on Amazon or the CXC website.

For you non-readers, go check out the CXChronicles Youtube channel to see our customer & employee focused video content & short-reel CTAs to improve your CX/CS/RevOps performance today (politely go smash that subscribe button).

Contact us anytime to learn more about CXC at INFO@cxchronicles.com and ask us about how we can help your business & team make customer happiness a habit now!

Support the show

Contact CXChronicles Today

• Tweet us @cxchronicles
• Check out our Instagram @cxchronicles
• Click here to checkout the CXC website
• Email us at info@cxchronicles.com

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Hey CX Nation,

In this week's episode of The CXChronicles Podcast #215 we welcomed Steve Portigal, Principal at Portigal Consulting based in Montara, CA.

Steve works with organizations in two key ways: i) he uncovers key insights about users and customers to help drive decisions about product, service, technology, and strategy and ii) he works with leaders to build a more mature user research practice.

In this episode, Steve and Adrian chat through how he has tackled The Four CX Pillars: Team, Tools, Process & Feedback and shares tips & best practices that have worked across his own customer focused business leader journey.

Episode #215 Highlight Reel:

1. Understanding the core of a user's experience and how its originally designed
2. Investing in user research operations to help scale your business
3. Prioritizing what you need to learn about your users & how you can take action
4. Mapping the iceberg of your customer and user experience
5. Getting your team to prioritize the key CTAs that will drive innovation & growth

Huge thanks to Steve for coming on The CXChronicles Podcast and featuring his work and efforts in pushing the customer experience & customer success space into the future.

Click here to learn more about Steve Portigal

Click here to learn more about Steve's new book

If you enjoy The CXChronicles Podcast, stop by your favorite podcast player and leave us a review today.

You know what would be even better?

Go tell one of your friends or teammates about CXC's content, CX/CS/RevOps services, our customer & employee focused community & invite them to join the CX Nation!

Are you looking to learn more about the world of Customer Experience, Customer Success & Revenue Operations?

Click here to grab a copy of my book "The Four CX Pillars To Grow Your Business Now" available on Amazon or the CXC website.

For you non-readers, go check out the CXChronicles Youtube channel to see our customer & employee focused video content & short-reel CTAs to improve your CX/CS/RevOps performance today (politely go smash that subscribe button).

Contact us anytime to learn more about CXC at INFO@cxchronicles.com and ask us about how we can help your business & team make customer happiness a habit now!

Huge thanks to our newest CXCP sponsor Glance. Visit their website today at https://www.glance.cx/cxchronicles

Support the show

Support the show

Contact CXChronicles Today

• Tweet us @cxchronicles
• Check out our Instagram @cxchronicles
• Click here to checkout the CXC website
• Email us at info@cxchronicles.com

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Hey CX Nation,

In this week's episode of The CXChronicles Podcast #214 we welcomed Uku Tomikas, CEO at Messente Communication based in Tallinn, Estonia.

Messente is a profitable Estonian startup offering an SMS API platform and two-factor authentication solution to businesses worldwide.

Through secure, global messaging and two-factor authentication, Messente connects businesses to people across the globe.

Spanning over 190 countries, SMS messages and notifications are delivered via hundreds of mobile carriers and partners directly to people - the customers.

Messente's clients come from a wide range of industries and include FinTechs, banks, package delivery/logistics companies, hotels, retail chains and consumer brands.

In this episode, Uku and Adrian chat through how he has tackled The Four CX Pillars: Team, Tools, Process & Feedback and shares tips & best practices that have worked across his own customer focused business leader journey.

Episode #214 Highlight Reel:

1. Started as SDR 8 years ago & climbed the ladder ALL THE WAY UP to CEO
2. Day-Trading telecommunication mediums by understanding its supply & demand
3. Expanding product & service offerings by identifying new customer challenges
4. Lessons learned about SOPS from being a former Artillery Platoon Commander
5. Improving your performance through candid, regular feedback & why its a gift

Huge thanks to Uku for coming on The CXChronicles Podcast and featuring his work and efforts in pushing the customer experience & customer success space into the future.

Click here to learn more about Uku Tomikas

Click here to learn more about Messente Communications

If you enjoy The CXChronicles Podcast, stop by your favorite podcast player and leave us a review today.

You know what would be even better?

Go tell one of your friends or teammates about CXC's content, CX/CS/RevOps services, our customer & employee focused community & invite them to join the CX Nation!

Are you looking to learn more about the world of Customer Experience, Customer Success & Revenue Operations?

Click here to grab a copy of my book "The Four CX Pillars To Grow Your Business Now" available on Amazon or the CXC website.

For you non-readers, go check out the CXChronicles Youtube channel to see our customer & employee focused video content & short-reel CTAs to improve your CX/CS/RevOps performance today (politely go smash that subscribe button).

Contact us anytime to learn more about CXC at INFO@cxchronicles.com and ask us about how we can help your business & team make customer happiness a habit now!

Huge thanks to our newest CXCP sponsor Glance. Visit their website today at https://www.glance.cx/cxchronicles

Support the show

Contact CXChronicles Today

• Tweet us @cxchronicles
• Check out our Instagram @cxchronicles
• Click here to checkout the CXC website
• Email us at info@cxchronicles.com

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Hey CX Nation,

In this week's episode of The CXChronicles Podcast #213 we welcomed Rick Elmore, Founder & CEO at Simply Noted based in Phoenix, AZ.

Simply Noted is an API-first platform that streamlines the creation and distribution of genuine Handwritten Notes.

They are completely customer-funded and work with 100s of the top startups and Fortune 5000 companies to help them integrate, automate and scale their handwritten outreach.

In this episode, Rick and Adrian chat through how he has tackled The Four CX Pillars: Team, Tools, Process & Feedback and shares tips & best practices that have worked across his own customer focused business leader journey.

Episode #213 Highlight Reel:

1. Started career as an NFL football player drafted by the Green Bay Packers
2. Why entrepreneurs must be natural problem solvers & life long learners
3. Investing in personalized mediums to drive customer happiness & retention
4. Keep constant track of the problems in your business, prioritize them & take action
5. Build living systems & processes to keep your business moving forward

Huge thanks to Rick for coming on The CXChronicles Podcast and featuring his work and efforts in pushing the customer experience & customer success space into the future.

Click here to learn more about Rick Elmore

Click here to learn more about SimplyNoted

If you enjoy The CXChronicles Podcast, stop by your favorite podcast player and leave us a review today.

You know what would be even better?

Go tell one of your friends or teammates about CXC's content, CX/CS/RevOps services, our customer & employee focused community & invite them to join the CX Nation!

Are you looking to learn more about the world of Customer Experience, Customer Success & Revenue Operations?

Click here to grab a copy of my book "The Four CX Pillars To Grow Your Business Now" available on Amazon or the CXC website.

For you non-readers, go check out the CXChronicles Youtube channel to see our customer & employee focused video content & short-reel CTAs to improve your CX/CS/RevOps performance today (politely go smash that subscribe button).

Contact us anytime to learn more about CXC at INFO@cxchronicles.com and ask us about how we can help your business & team make customer happiness a habit now!

Huge thanks to our newest CXCP sponsor Glance. Visit their website today at https://www.glance.cx/cxchronicles

Support the show

Contact CXChronicles Today

• Tweet us @cxchronicles
• Check out our Instagram @cxchronicles
• Click here to checkout the CXC website
• Email us at info@cxchronicles.com

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Hey CX Nation,

In this week's episode of The CXChronicles Podcast #212 we welcomed Tom Martin, CEO at Glance based in Wakefield, MA.

Glance makes it easy to provide personal, human-to-human customer experience in digital environments.

Glance's in-the-moment web and mobile cobrowse, screen share, and video solutions increase customer satisfaction, ensure brand loyalty, and drive revenue.

The world’s largest enterprises trust Glance to empower their customer-facing teams and deliver frictionless, at-the-exact-right-moment customer consultation.

With integrations with Salesforce, Twilio, Genesys, ServiceNow, and more, Glance fits seamlessly into even the most sophisticated CRM-CX tech stack.

Discover the power of Glance guided CX at https://www.glance.cx/cxchronicles

In this episode, Tom and Adrian chat through how he has tackled The Four CX Pillars: Team, Tools, Process & Feedback and shares tips & best practices that have worked across his own customer focused business leader journey.

Episode #212 Highlight Reel:

1. Bringing human & digital worlds together to create world class customer experiences
2. Prioritizing customer conversations & identifying solutions to find new customers
3. Creating an omni-channel tech-stack to meet your customers where they already are
4. Building a cohesive, understandable and repeatable story to engage your customers
5. Leveraging feedback to drive growth & continuous improvement out of the gates

Huge thanks to Tom for coming on The CXChronicles Podcast and featuring his work and efforts in pushing the customer experience & customer success space into the future.

Click here to learn more about Tom Martin

Click here to learn more about Glance

If you enjoy The CXChronicles Podcast, stop by your favorite podcast player and leave us a review today.

You know what would be even better?

Go tell one of your friends or teammates about CXC's content, CX/CS/RevOps services, our customer & employee focused community & invite them to join the CX Nation!

Are you looking to learn more about the world of Customer Experience, Customer Success & Revenue Operations?

Click here to grab a copy of my book "The Four CX Pillars To Grow Your Business Now" available on Amazon or the CXC website.

For you non-readers, go check out the CXChronicles Youtube channel to see our customer & employee focused video content & short-reel CTAs to improve your CX/CS/RevOps performance today (politely go smash that subscribe button).

Contact us anytime to learn more about CXC at INFO@cxchronicles.com and ask us about how we can help your business & team make customer happiness a habit now!

Huge thanks to our newest CXCP sponsor Glance. Visit their website today at https://www.glance.cx/cxchronicles

Support the show

Contact CXChronicles Today

• Tweet us @cxchronicles
• Check out our Instagram @cxchronicles
• Click here to checkout the CXC website
• Email us at info@cxchronicles.com

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Hey CX Nation,

In this week's episode of The CXChronicles Podcast #211 we welcomed Nicole Pereira, Founder & Hubspot Diamond Partner at Remotish based in San Diego, CA.

At Remotish Nicole and her team are passionate about the fundamentals. This is why they focus on building foundational HubSpot RevOps strategies vs chasing "the next big thing".

Their team is widely regarded as HubSpot experts. They are featured in several HubSpot certification videos, teach in HubSpot Bootcamp programs, present at HubSpot industry events, and participate in HubSpot product testing groups.

They are also a women-owned business with a soft touch and knack for evolving their clients from best practices to better practices.

Nicole is also the Founder & Co-Owner at CULTURISH, her team works with amazing modern companies helping them test new methods of enhancing remote work.

She's also a Hubspot Partner Advisory Board Member - North America and an Angel Investor at NuFund Venture Group.

In this episode, Nicole and Adrian chat through how she has tackled The Four CX Pillars: Team, Tools, Process & Feedback and shares tips & best practices that have worked across her own customer focused business leader journey.

Episode #211 Highlight Reel:

1. Starting her entrepreneurial journey with a "mommy blog" & building multiple successful agencies in the MarTech space
2. Practicing agile management by pitching & pivoting towards what customers want
3. Enabling companies to operate efficiently in the remote/hybrid work place
4. Scaling by investing in tools that your company will actually be able to administer
5. Putting 80% of your focus into the people on your team and 20% into your tools

Huge thanks to Nicole for coming on The CXChronicles Podcast and featuring her work and efforts in pushing the customer experience & customer success space into the future.

Click here to learn more about Nicole Pereira

Click here to learn more about Remotish

If you enjoy The CXChronicles Podcast, stop by your favorite podcast player and leave us a review today.

You know what would be even better?

Go tell one of your friends or teammates about CXC's content, CX/CS/RevOps services, our customer & employee focused community & invite them to join the CX Nation!

Are you looking to learn more about the world of Customer Experience, Customer Success & Revenue Operations?

Click here to grab a copy of my book "The Four CX Pillars To Grow Your Business Now" available on Amazon or the CXC website.

For you non-readers, go check out the CXChronicles Youtube channel to see our customer & employee focused video content & short-reel CTAs to improve your CX/CS/RevOps performance today (politely go smash that subscribe button).

Contact us anytime to learn more about CXC at INFO@cxchronicles.com and ask us about how we can help your business & team make customer happiness a habit now!

Huge thanks to our newest CXCP sponsor Timetoreply. Visit their website today at www.timetoreply.com/cxc.

Support the show

Contact CXChronicles Today

• Tweet us @cxchronicles
• Check out our Instagram @cxchronicles
• Click here to checkout the CXC website
• Email us at info@cxchronicles.com

Remember To Make Happiness A Habit!!

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Hey CX Nation,

In this week's episode of The CXChronicles Podcast #210 we welcomed Terence Chesire, VP of Product Management, Customer & Industry Workflows.

ServiceNow (NYSE: NOW) makes the world work better for everyone. Their cloud-based platform and solutions help digitize and unify organizations so that they can find smarter, faster, better ways to make work flow.

So employees and customers can be more connected, more innovative, and more agile. And can help to create the future we all imagine. The world works with ServiceNow.

In this episode, Terence and Adrian chat through how he has tackled The Four CX Pillars: Team, Tools, Process & Feedback and shares tips & best practices that have worked across his own customer focused business leader journey.

Episode #210 Highlight Reel:

1. Helping to build & leverage the power of the ServiceNow platform
2. Building automated workflows to maximize your CX performance
3. Why field & order management is an extension of your customer experience
4. How you can "follow your customer home" & understand them intimately
5. Leveraging knowledge management to aide scale & customer success performance

Huge thanks to Terence for coming on The CXChronicles Podcast and featuring his work and efforts in pushing the customer experience & customer success space into the future.

Click here to learn more about Terence Chesire

Click here to learn more about ServiceNow

If you enjoy The CXChronicles Podcast, stop by your favorite podcast player and leave us a review today.

You know what would be even better?

Go tell one of your friends or teammates about CXC's content, CX/CS/RevOps services, our customer & employee focused community & invite them to join the CX Nation!

Are you looking to learn more about the world of Customer Experience, Customer Success & Revenue Operations?

Click here to grab a copy of my book "The Four CX Pillars To Grow Your Business Now" available on Amazon or the CXC website.

For you non-readers, go check out the CXChronicles Youtube channel to see our customer & employee focused video content & short-reel CTAs to improve your CX/CS/RevOps performance today (politely go smash that subscribe button).

Contact us anytime to learn more about CXC at INFO@cxchronicles.com and ask us about how we can help your business & team make customer happiness a habit now!

Huge thanks to our newest CXCP sponsor Timetoreply. Visit their website today at www.timetoreply.com/cxc.

Support the show

Contact CXChronicles Today

• Tweet us @cxchronicles
• Check out our Instagram @cxchronicles
• Click here to checkout the CXC website
• Email us at info@cxchronicles.com

Remember To Make Happiness A Habit!!

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Hey CX Nation,

In this week's episode of The CXChronicles Podcast #209 we welcomed Jason Barro, Partner at Bain & Co & Founder at NPS Prism.

Bain & Company is a global consultancy that helps the world’s most ambitious change makers define the future.

Built by Bain, NPS Prism is a customer experience (CX) benchmarking platform that shows where you and your competitors are winning and why. Get clear answers to end debates and improve the customer journeys that matter most.

NPS Prism has been adopted across 15+ countries and 10+ industries, including Airlines, Automotive, Banking, Grocery, Insurance, Pharmacy, Telecom, Utilities, Video Streaming and more.

In this episode, Jason and Adrian chat through how he has tackled The Four CX Pillars: Team, Tools, Process & Feedback and shares tips & best practices that have worked across his own customer focused business leader journey.

Episode #209 Highlight Reel:

1. When your customers love your business, you will grow faster!
2. Understanding industry benchmarks within your space & curating promoters
3. Have the same rigor in your customer metrics as you do with your financial metrics
4. Investing in social listening and engagement across all mediums & channels
5. Process dictates who needs to be involved and in which order as your business scales

Huge thanks to Jason for coming on The CXChronicles Podcast and featuring his work and efforts in pushing the customer experience & customer success space into the future.

Click here to learn more about Jason Barro

Click here to learn more about NPS Prism

If you enjoy The CXChronicles Podcast, stop by your favorite podcast player and leave us a review today.

You know what would be even better?

Go tell one of your friends or teammates about CXC's content, CX/CS/RevOps services, our customer & employee focused community & invite them to join the CX Nation!

Are you looking to learn more about the world of Customer Experience, Customer Success & Revenue Operations?

Click here to grab a copy of my book "The Four CX Pillars To Grow Your Business Now" available on Amazon or the CXC website.

For you non-readers, go check out the CXChronicles Youtube channel to see our customer & employee focused video content & short-reel CTAs to improve your CX/CS/RevOps performance today (politely go smash that subscribe button).

Contact us anytime to learn more about CXC at INFO@cxchronicles.com and ask us about how we can help your business & team make customer happiness a habit now!

Huge thanks to our newest CXCP sponsor Timetoreply. Visit their website today at www.timetoreply.com/cxc**.

**

Support the show

Contact CXChronicles Today

• Tweet us @cxchronicles
• Check out our Instagram @cxchronicles
• Click here to checkout the CXC website
• Email us at info@cxchronicles.com

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Hey CX Nation,

In this week's episode of The CXChronicles Podcast #208 we welcomed Lloyed Lobo, Author, From Grassroots To Greatness, Co-Founder at Boast.AI & Traction.

Lloyed Cofounded and helped bootstrap Boast.AI to 8 figures ARR. Boast is a fintech platform that provides businesses with R&D and Innovation funding.

He also Cofounded and helped bootstrap Traction to more than 100,000 entrepreneurs and innovators. Traction is a global community that brings leaders behind the fastest-growing companies such as Shopify, Atlassian, Twilio, MailChimp, Github, Intercom, Calendly, Zapier, and more to share learnings on how to build and scale companies via podcasts, meetups, retreats, and conferences.

In this episode, Lloyed and Adrian chat through how he has tackled The Four CX Pillars: Team, Tools, Process & Feedback and shares tips & best practices that have worked across his own customer focused business leader journey.

Episode #208 Highlight Reel:

1. Growing up in the slums of Mumbai & understanding the necessity of community
2. Compound interest on consistent actions & performance yields huge gains over time
3. Every company in the world begins as a human to human experience
4. Why luck and risk are two sides of the same coin, you have to keep flipping the coin
5. Spend time understanding the puzzle pieces in your customer journey to find success

Huge thanks to Lloyed for coming on The CXChronicles Podcast and featuring his work and efforts in pushing the customer experience & customer success space into the future.

Click here to learn more about Lloyed Lobo

Click here to learn more about Lloyed's new book From Grassroots To Greatness

If you enjoy The CXChronicles Podcast, stop by your favorite podcast player and leave us a review today.

You know what would be even better?

Go tell one of your friends or teammates about CXC's content, CX/CS/RevOps services, our customer & employee focused community & invite them to join the CX Nation!

Are you looking to learn more about the world of Customer Experience, Customer Success & Revenue Operations?

Click here to grab a copy of my book "The Four CX Pillars To Grow Your Business Now" available on Amazon or the CXC website.

For you non-readers, go check out the CXChronicles Youtube channel to see our customer & employee focused video content & short-reel CTAs to improve your CX/CS/RevOps performance today (politely go smash that subscribe button).

Contact us anytime to learn more about CXC at INFO@cxchronicles.com and ask us about how we can help your business & team make customer happiness a habit now!

Huge thanks to our newest CXCP sponsor Timetoreply. Visit their website today at www.timetoreply.com/cxc.

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Hey CX Nation,

In this week's episode of The CXChronicles Podcast #207 we welcomed Howard Moodycliffe, CEO at Timetoreply based in Capetown, South Africa.

Timetoreply software empowers your team members to perform their best, all of the time by showing them their live email stats and automatically prioritizing the emails and leads they need to attend to next.

Team managers get real-time dashboards to track metrics & reply times, email volume, resolution times and follow-up cadences across shared and individual mailboxes.

In this episode, Howard and Adrian chat through how he has tackled The Four CX Pillars: Team, Tools, Process & Feedback and shares tips & best practices that have worked across his own customer focused business leader journey.

Episode #207 Highlight Reel:

1. Understanding & learning from your earliest customers about how to deliver value
2. Finding signals, clues & customer opportunities in your inbox
3. Keeping your tech-stack simple to help drive growth + ease scale
4. Understanding your customer journey & creating clear lines of ownership
5. Prioritizing your team's ability to act upon customer feedback regularly

Huge thanks to Howard for coming on The CXChronicles Podcast and featuring his work and efforts in pushing the customer experience & customer success space into the future.

Click here to learn more about Howard Moodycliffe

Click here to learn more about Timetoreply

If you enjoy The CXChronicles Podcast, stop by your favorite podcast player and leave us a review today.

You know what would be even better?

Go tell one of your friends or teammates about CXC's content, CX/CS/RevOps services, our customer & employee focused community & invite them to join the CX Nation!

Are you looking to learn more about the world of Customer Experience, Customer Success & Revenue Operations?

Click here to grab a copy of my book "The Four CX Pillars To Grow Your Business Now" available on Amazon or the CXC website.

For you non-readers, go check out the CXChronicles Youtube channel to see our customer & employee focused video content & short-reel CTAs to improve your CX/CS/RevOps performance today (politely go smash that subscribe button).

Contact us anytime to learn more about CXC at INFO@cxchronicles.com and ask us about how we can help your business & team make customer happiness a habit now!

Huge thanks to our newest CXCP sponsor Timetoreply. Visit their website today at www.timetoreply.com/cxc.

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Hey CX Nation,

In this week's episode of The CXChronicles Podcast #206 we welcomed Marius Laza, Chief Customer Officer at Tidio based in San Francisco, CA.

Tidio is a global leader in customer service software. Tidio’s user-friendly platform enables 300,000+ businesses worldwide to deliver smarter, faster support to their customers.

With a full suite of customer service solutions, Tidio offers live chat, chatbots, ticketing, and AI-powered virtual support agents to help you solve customer problems and improve your conversion rates. Tidio’s software operates across all major content management systems, e-commerce platforms, and social media channels.

In this episode, Marius and Adrian chat through how he has tackled The Four CX Pillars: Team, Tools, Process & Feedback and shares tips & best practices that have worked across his own customer focused business leader journey.

Episode #206 Highlight Reel:

1. Customer experience & customer success done well is modern selling!
2. People will always do business with other people that they enjoy working with
3. Leveraging chat-bots and AI to better serve your customers
4. Always be learning about your customers, connect the dots across the journey
5. Predict & prevent issues your customers might encounter, promote the wins!

Huge thanks to Marius for coming on The CXChronicles Podcast and featuring his work and efforts in pushing the customer experience & customer success space into the future.

Click here to learn more about Marius Laza

Click here to learn more about Tidio

If you enjoy The CXChronicles Podcast, stop by your favorite podcast player and leave us a review today.

You know what would be even better?

Go tell one of your friends or teammates about CXC's content, CX/CS/RevOps services, our customer & employee focused community & invite them to join the CX Nation!

Are you looking to learn more about the world of Customer Experience, Customer Success & Revenue Operations?

Click here to grab a copy of my book "The Four CX Pillars To Grow Your Business Now" available on Amazon or the CXC website.

For you non-readers, go check out the CXChronicles Youtube channel to see our customer & employee focused video content & short-reel CTAs to improve your CX/CS/RevOps performance today (politely go smash that subscribe button).

Contact us anytime to learn more about CXC at INFO@cxchronicles.com and ask us about how we can help your business & team make customer happiness a habit now!

Huge thanks again to our episode sponsor Tidio. Maximize your support capacity without additional hiring costs! Try Tidio today! Visit tidio.com/cxc and start using Tidio with an exclusive 20% discount or start with a free plan and upgrade later.

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Hey CX Nation,

In this week's episode of The CXChronicles Podcast #205 we welcomed Declan Ivory, VP of Customer Support at Intercom based in San Francisco, CA.

Declan is an experienced customer focused business leader with a passion for building and developing high-performing teams and applying digital technologies to support organizations through major business transformation.

Today Declan leads the customer support function at Intercom and works with their leadership team to keep a pulse on the voice of customer (VOC) and help optimize and scale their team & solutions into the future.

In this episode, Declan and Adrian chat through how he has tackled The Four CX Pillars: Team, Tools, Process & Feedback and shares tips & best practices that have worked across his own customer focused business leader journey.

Episode #205 Highlight Reel:

1. Learning what your customers expect from world class customer support at companies like Google, Amazon, Tableau & Intercom.
2. Leveraging customer success & support to drive your product roadmap & CTAs
3. Practice what you preach and use your own products/services regularly
4. Leveraging AI/ML to create quick & actionable insights
5. Why its paramount to do regular QA/QC on your customer journeys

Huge thanks to Melissa for coming on The CXChronicles Podcast and featuring her work and efforts in pushing the customer experience & customer success space into the future.

Click here to learn more about Declan Ivory

Click here to learn more about Intercom

If you enjoy The CXChronicles Podcast, stop by your favorite podcast player and leave us a review today.

You know what would be even better?

Go tell one of your friends or teammates about CXC's content, CX/CS/RevOps services, our customer & employee focused community & invite them to join the CX Nation!

Are you looking to learn more about the world of Customer Experience, Customer Success & Revenue Operations?

Click here to grab a copy of my book "The Four CX Pillars To Grow Your Business Now" available on Amazon or the CXC website.

For you non-readers, go check out the CXChronicles Youtube channel to see our customer & employee focused video content & short-reel CTAs to improve your CX/CS/RevOps performance today (politely go smash that subscribe button).

Contact us anytime to learn more about CXC at INFO@cxchronicles.com and ask us about how we can help your business & team make customer happiness a habit now!

Huge thanks again to our episode sponsor Tidio. Maximize your support capacity without additional hiring costs! Try Tidio today! Visit tidio.com/cxc and start using Tidio with an exclusive 20% discount or start with a free plan and upgrade later.

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Hey CX Nation,

In this week's episode of The CXChronicles Podcast #204 we welcomed Melissa Kwan, Co-Founder and CEO at eWebinar based in Vancouver, British Columbia.

Melissa is a 3rd time bootstrapped founder. Her previous company, Spacio (real estate tech) was acquired in 2019.

eWebinar was the product she always dreamt about because she was drowning in customer webinars every day for 5 years.

The eWebinar team is now on a mission to give people their time back so they can do something else more fun, because that's what life is about.

We don't need to work harder, we need to work more creatively

In this episode, Melissa and Adrian chat through how she has tackled The Four CX Pillars: Team, Tools, Process & Feedback and shares tips & best practices that have worked across her own customer focused business leader journey.

Episode #204 Highlight Reel:

1. Lessons learned about serving customers from a 3X bootstrapper founder
2. Helping customers build automated, asynchronous webinars to fuel growth
3. Measuring the key activities and performance areas that drive scale
4. Leveraging content with tips and best practices to drive your marketing efforts
5. Using customer & employee feedback to create outlines for your living playbooks

Huge thanks to Melissa for coming on The CXChronicles Podcast and featuring her work and efforts in pushing the customer experience & customer success space into the future.

Click here to learn more about Melissa Kwan

Click here to learn more about eWebinar

If you enjoy The CXChronicles Podcast, stop by your favorite podcast player and leave us a review today.

You know what would be even better?

Go tell one of your friends or teammates about CXC's content, CX/CS/RevOps services, our customer & employee focused community & invite them to join the CX Nation!

Are you looking to learn more about the world of Customer Experience, Customer Success & Revenue Operations?

Click here to grab a copy of my book "The Four CX Pillars To Grow Your Business Now" available on Amazon or the CXC website.

For you non-readers, go check out the CXChronicles Youtube channel to see our customer & employee focused video content & short-reel CTAs to improve your CX/CS/RevOps performance today (politely go smash that subscribe button).

Contact us anytime to learn more about CXC at INFO@cxchronicles.com and ask us about how we can help your business & team make customer happiness a habit now!

Huge thanks again to our episode sponsor Tidio. Maximize your support capacity without additional hiring costs! Try Tidio today! Visit tidio.com/cxc and start using Tidio with an exclusive 20% discount or start with a free plan and upgrade later.

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Hey CX Nation,

In this week's episode of The CXChronicles Podcast #203 we welcomed Steve Cornwell, Senior Vice President of Customer Education at Gainsight and Founder of Northpass based in the New York City metropolitan area.

Northpass, now part of Gainsight, is the market-leading digital customer education and training platform.

Northpass empowers businesses to elevate their customer experience and optimize operational efficiency through digital learning.

Iconic brands, including Walmart and Johnson & Johnson, and hundreds of growth businesses, like Pipedrive and Freshworks, choose Northpass to power their digital customer academies.

Their award-winning platform and expert services give companies a surefire path to transform outdated customer training methods into modern digital education and training programs that match how customers want to learn today and improve training efficiency, effectiveness, and reach.

In this episode, Steve and Adrian chat through how he has tackled The Four CX Pillars: Team, Tools, Process & Feedback and shares tips & best practices that have worked across his own customer focused business leader journey.

Episode #203 Highlight Reel:

1. Huge news about Northpass joining the Gainsight team!
2. Building the leading platform for customer training and education
3. Focus on the utilization of a few core systems to build your customer records
4. Helping your team leaders become the authors of your living playbooks
5. How you can involve your customers & users in the journey as early as possible

Huge thanks to Steve for coming on The CXChronicles Podcast and featuring his work and efforts in pushing the customer experience & customer success space into the future.

Click here to learn more about Steve Cornwell

Click here to learn more about Northpass by Gainsight

If you enjoy The CXChronicles Podcast, stop by your favorite podcast player and leave us a review today.

You know what would be even better?

Go tell one of your friends or teammates about CXC's content, CX/CS/RevOps services, our customer & employee focused community & invite them to join the CX Nation!

Are you looking to learn more about the world of Customer Experience, Customer Success & Revenue Operations?

Click here to grab a copy of my book "The Four CX Pillars To Grow Your Business Now" available on Amazon or the CXC website.

For you non-readers, go check out the CXChronicles Youtube channel to see our customer & employee focused video content & short-reel CTAs to improve your CX/CS/RevOps performance today (politely go smash that subscribe button).

Contact us anytime to learn more about CXC at INFO@cxchronicles.com and ask us about how we can help your business & team make customer happiness a habit now!

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Hey CX Nation,

In this week's episode of The CXChronicles Podcast #202 we welcomed Cytandra G. Hoover, MBA based in the Greater Chicago Area.

Cytandra is a 🌐 Dynamic global strategic operations leader, having built and led in-person and remote teams across >30 countries.

She's also a🏅 Passionate believer that strategically streamlined operations deliver hidden profits and optimized expenses allowing for the greatest stakeholder value.

Cytandra has 🏩 Experience working for 10 years in the not-for-profit sector & 9 years in the private sector with entities of all sizes and flavors, including public, private and international organizations spanning Fortune 100s to small NGOs in sectors covering consulting, insurance, financial services, education, catastrophe/disaster response, human migration and many others.

In this episode, Cytandra and Adrian chat through how she has tackled The Four CX Pillars: Team, Tools, Process & Feedback and shares tips & best practices that have worked across her own customer focused business leader journey.

Episode #202 Highlight Reel:

1. What its been like working and living in 30+ countries across the world
2. What you need to know about organizational changes for your future
3. Mapping and documenting your current state before making changes
4. Driving future value adds & optimization through constant collaboration
5. Why collecting feedback is useless without being ready to take action

Huge thanks to Cytandra for coming on The CXChronicles Podcast and featuring her work and efforts in pushing the customer experience & customer success space into the future.

Click here to learn more about Cytandra G. Hoover, MBA

If you enjoy The CXChronicles Podcast, stop by your favorite podcast player and leave us a review today.

You know what would be even better?

Go tell one of your friends or teammates about CXC's content, CX/CS/RevOps services, our customer & employee focused community & invite them to join the CX Nation!

Are you looking to learn more about the world of Customer Experience, Customer Success & Revenue Operations?

Click here to grab a copy of my book "The Four CX Pillars To Grow Your Business Now" available on Amazon or the CXC website.

For you non-readers, go check out the CXChronicles Youtube channel to see our customer & employee focused video content & short-reel CTAs to improve your CX/CS/RevOps performance today (politely go smash that subscribe button).

Contact us anytime to learn more about CXC at INFO@cxchronicles.com and ask us about how we can help your business & team make customer happiness a habit now!

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Hey CX Nation,

In this week's episode of The CXChronicles Podcast #201 we welcomed Jeanette Wiley, Project Manager - CX at Owl Labs based in Boston, MA.

With the rise of the hybrid & remote work place where some of us work from the office and some of us from home (AKA the beach, cough, cough...) the need for better video solutions to communicate with your customers & team has become paramount.

Owl Labs is building incredible video and audio technology solutions to help their customers communicate with their customers & teams.

In this episode, Jeanette and Adrian chat through how the team at Owl Labs has tackled The Four CX Pillars: Team, Tools, Process & Feedback and shares tips & best practices that have worked across her own customer focused business leader journey.

Episode #201 Highlight Reel:

1. How Owl Labs help their customers experience fully immersive meetings
2. Building a remote or hybrid playbook & tool-kit as your business scales
3. Connecting your CRM and customer details directly to your customer success
4. Simplifying your CSMs processes & mitigating clicks and scrolls
5. Socializing your customer feedback across the entire business on the reg!

Huge thanks to Jeanette for coming on The CXChronicles Podcast and featuring her work and efforts in pushing the customer experience & customer success space into the future.

Click here to learn more about Jeanette Wiley

Click here to learn more about Owl Labs

If you enjoy The CXChronicles Podcast, stop by your favorite podcast player and leave us a review today.

You know what would be even better?

Go tell one of your friends or teammates about CXC's content, CX/CS/RevOps services, our customer & employee focused community & invite them to join the CX Nation!

Are you looking to learn more about the world of Customer Experience, Customer Success & Revenue Operations?

Click here to grab a copy of my book "The Four CX Pillars To Grow Your Business Now" available on Amazon or the CXC website.

For you non-readers, go check out the CXChronicles Youtube channel to see our customer & employee focused video content & short-reel CTAs to improve your CX/CS/RevOps performance today (politely go smash that subscribe button).

Contact us anytime to learn more about CXC at INFO@cxchronicles.com and ask us about how we can help your business & team make customer happiness a habit now!

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Hey CX Nation,

In this week's episode of The CXChronicles Podcast we celebrate our #200 episode by welcoming Tom Shoemaker, VP of Product Marketing at Propel based in Santa Clara, CA.

Propel helps product companies grow revenue and increase business value. Their product value management platform connects commercial and product teams to optimize decision making, drive process efficiencies, and engage customers with compelling products and experiences.

Recognized as a Deloitte Technology Fast 500 winner, Propel is built on Salesforce and drives product success for hyper growth startups, corporate pioneers, and Fortune 500 leaders in the high tech, med-tech and consumer goods industries.

In this episode, Tom and Adrian chat through how the team at Propel has tackled The Four CX Pillars: Team, Tools, Process & Feedback and shares tips & best practices that have worked across his own customer focused business leader journey.

Episode #200 Highlight Reel:

1. How early roles in engineering & marketing led to path in product marketing leadership
2. Product marketing in a nutshell; G2M, product launch, pricing, content & sales enablement
3. How hunters can teach farmers and farmers can teach hunters by sharing knowledge & best practices regularly
4. How do you ensure that your KPIs/performance metrics align to your company's OKRs & mission?
5. Always remember that your customers pay the bills & dictate future product & service needs

Huge thanks to Tom for coming on The CXChronicles Podcast and featuring his work and efforts in pushing the customer experience & customer success space into the future.

Click here to learn more about Tom Shoemaker

Click here to learn more about Propel

If you enjoy The CXChronicles Podcast, stop by your favorite podcast player and leave us a review today.

You know what would be even better?

Go tell one of your friends or teammates about CXC's content, CX/CS/RevOps services, our customer & employee focused community & invite them to join the CX Nation!

Are you looking to learn more about the world of Customer Experience, Customer Success & Revenue Operations?

Click here to grab a copy of my book "The Four CX Pillars To Grow Your Business Now" available on Amazon or the CXC website.

For you non-readers, go check out the CXChronicles Youtube channel to see our customer & employee focused video content & short-reel CTAs to improve your CX/CS/RevOps performance today (politely go smash that subscribe button).

Contact us anytime to learn more about CXC at INFO@cxchronicles.com and ask us about how we can help your business & team make customer happiness a habit now!

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Hey CX Nation,

In this week's episode of The CXChronicles Podcast #199 we welcomed Somya Kapoor, CEO & Co-Founder at TheLoops based in San Jose, CA.

TheLoops Intelligent Support Operations platform provides visibility, insights and automations across your support stack. Drive operational efficiency while utilizing insights to retain revenue and customers.

TheLoops integrates product signals and customer data so you can understand what's happening outside your support tools without a data scientist.

In this episode, Somya and Adrian chat through how she has tackled The Four CX Pillars: Team, Tools, Process & Feedback and shares tips & best practices that have worked across her own customer focused business leader journey.

Episode #199 Highlight Reel:

1. Perfecting the art of predicting your customer's behaviors
2. Leveraging the data in your tech-stack to build your feedback loops
3. How building your Voice Of Customer reporting creates awareness
4. Information and best practices about benchmarking & industry insights
5. Measuring the ROI of your CX and customer success efforts & activities

Huge thanks to Somya for coming on The CXChronicles Podcast and featuring her work and efforts in pushing the customer experience & customer success space into the future.

Click here to learn more about Somya Kapoor

Click here to learn more about The Loops AI

If you enjoy The CXChronicles Podcast, stop by your favorite podcast player and leave us a review today.

You know what would be even better?

Go tell one of your friends or teammates about CXC's content, CX/CS/RevOps services, our customer & employee focused community & invite them to join the CX Nation!

Are you looking to learn more about the world of Customer Experience, Customer Success & Revenue Operations?

Click here to grab a copy of my book "The Four CX Pillars To Grow Your Business Now" available on Amazon or the CXC website.

For you non-readers, go check out the CXChronicles Youtube channel to see our customer & employee focused video content & short-reel CTAs to improve your CX/CS/RevOps performance today (politely go smash that subscribe button).

Contact us anytime to learn more about CXC at INFO@cxchronicles.com and ask us about how we can help your business & team make customer happiness a habit now!

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Hey CX Nation,

In this week's episode of The CXChronicles Podcast #198 we welcomed Alex Ross, Chief Operating Officer at Hire Horatio CX based in New York, NY and Santo Domingo, Dominican Republic.

Hire Horatio is a next-generation and tech-enabled customer support outsourcing firm aimed at providing a reliable and trusted handpicked team to allow businesses to “do what they do best and Hire Horatio for the rest.”

Horatio partners with high-growth and innovative companies to develop their customer support strategy and provides a dedicated handpicked team to execute.

They focus on the constant balance & refinement of daily improvements on their employee experiences (check out their new campus in Santo Domingo, DR) which reflects directly in the customer experiences that they provide their customers.

In this episode, Alex and Adrian chat through how he has tackled The Four CX Pillars: Team, Tools, Process & Feedback and shares tips & best practices that have worked across his own customer focused business leader journey.

Episode #198 Highlight Reel:

1. Leaving JP Morgan to kick-start & co-found Hire Horatio CX with friends
2. Employee experience needs to be the top priority while building your company
3. Building a modern tech company in the Dominican Republic, with ties to NYC
4. Leveraging historical data to increase sales, mitigate churn & boost retention
5. Driving agent empowerment through investments in building living playbooks

Huge thanks to Alex for coming on The CXChronicles Podcast and featuring his work and efforts in pushing the customer experience & customer care space into the future.

Click here to learn more about Alex Ross

Click here to learn more about Hire Horatio CX

If you enjoy The CXChronicles Podcast, stop by your favorite podcast player and leave us a review today.

You know what would be even better?

Go tell one of your friends or teammates about CXC's content, CX/CS/RevOps services, our customer & employee focused community & invite them to join the CX Nation!

Are you looking to learn more about the world of Customer Experience, Customer Success & Revenue Operations?

Click here to grab a copy of my book "The Four CX Pillars To Grow Your Business Now" available on Amazon or the CXC website.

For you non-readers, go check out the CXChronicles Youtube channel to see our customer & employee focused video content & short-reel CTAs to improve your CX/CS/RevOps performance today (politely go smash that subscribe button).

Contact us anytime to learn more about CXC at INFO@cxchronicles.com and ask us about how we can help your business & team make customer happiness a habit now!

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Hey CX Nation,

In this week's episode of The CXChronicles Podcast #197 we welcomed Evan Klein, Founder & President of Satrix Solutions based in Scottsdale, Arizona.

For 25+ years, Evan Klein has been responsible for maximizing customer satisfaction, retention and profitability for businesses around the world. Evan is an enthusiastic champion for voice-of-customer driven change.

As the Founder and President of Satrix Solutions, he counsels executives on the best ways to continually enhance the customer experience, create more loyal advocates and increase customer lifetime value.

In this episode, Evan and Adrian chat through how he has tackled The Four CX Pillars: Team, Tools, Process & Feedback and shares tips & best practices that have worked across his own customer focused business leader journey.

Episode #197 Highlight Reel:

1. Focusing on fixing the "leaky bucket" and mitigating churn at all costs
2. Building products & services that people actually want to invest in
3. How your company can build a Voice of Customer (VOC) strategy
4. Breaking down customer feedback across the appropriate segments
5. Earning "executive buy-in and sponsorship" as you scale your VOC efforts

Huge thanks to Evan for coming on The CXChronicles Podcast and featuring his work and efforts in pushing the customer and learning experience space into the future.

Click here to learn more about Evan Klein

Click here to learn more about Satrix Solutions

If you enjoy The CXChronicles Podcast, please stop by your favorite podcast player and leave us a review today. Or you know what would be even better? Go tell one of your friends or teammates about our content, services & community & invite them to join the CX Nation!

Also grab a copy of my book "The Four CX Pillars To Grow Your Business Now" available on Amazon or the CXC website.

For you non-readers out there, go check out the CXChronicles Youtube channel to see our customer focused video content & short-reel CTAs to improve your CX today (while you're there -- can you politely go smash that subscribe button).

Contact us anytime to learn more about CXC at INFO@cxchronicles.com and ask us about how we can help your business & team make customer happiness a habit now!

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Hey CX Nation,

In this week's episode of The CXChronicles Podcast #196 we welcomed Morgan J. Ingram based in Atlanta, GA.

Morgan was named a 4x LinkedIn Top Sales Voice and hosts the Muffins with Morgan Podcast + The SDR Chronicles & 1UP Formula with Morgan J. Ingram, check them out on your favorite podcast player today.

With a decade of experience in content creation, Morgan is focused on leading the new era of narrative-led growth.

His work has been featured in the LinkedIn Sales Insider, the Hubspot blog, and the Harvard Business Review.

WHAT Morgan and the AMP Team DO:

• Post content on how to be a better creator
• B2B influencer marketing stats / best practices
• Mental health & remote work optimization tips
• Creates and posts content daily on sales, sales development, millennials and prospecting best practices (check out Morgan j. Ingram LinkedIn Profile below)
• Coach SDRs/BDRs and AEs on how to break through the noise

In this episode, Morgan and Adrian chat through how he has tackled The Four CX Pillars: Team, Tools, Process & Feedback and shares tips & best practices that have worked across his own customer focused business leader journey.

Episode #196 Highlight Reel:

1. Climbing the ladder and cutting your teeth in tech-sales, customer by customer
2. How customer focused business leaders can learn from the game of chess
3. Leveraging ChatGPT + common pitfalls to look out for with customer outreach
4. Using select technology to step up your customer experience & success game
5. Investing in coaching, education & additional support as your team scales

Huge thanks to Morgan for coming on The CXChronicles Podcast and featuring his work and efforts in pushing the customer and learning experience space into the future.

Click here to learn more about Morgan J. Ingram

Click here to learn more about Ascension Media Productions (AMP)

If you enjoy The CXChronicles Podcast, please stop by your favorite podcast player and leave us a review today. Or you know what would be even better? Go tell one of your friends or teammates about our content, services & community & invite them to join the CX Nation!

Also grab a copy of my book "The Four CX Pillars To Grow Your Business Now" available on Amazon or the CXC website.

For you non-readers out there, go check out the CXChronicles Youtube channel to see our customer focused video content & short-reel CTAs to improve your CX today (while you're there -- can you politely go smash that subscribe button).

Contact us anytime to learn more about CXC at INFO@cxchronicles.com and ask us about how we can help your business & team make customer happiness a habit now!

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Hey CX Nation,

In this week's episode of The CXChronicles Podcast #195 we welcomed Valentin Radu, CEO at Omniconvert based in Bucharest, Romania & New York.

Omniconvert partners with their clients to help them with unlocking their data to help drive customer growth and acquisition. Their core focus is all around increasing LTV and finding actionable insights to add value and help them scale into the future.

In this episode, Valentin and Adrian chat through how he has tackled The Four CX Pillars: Team, Tools, Process & Feedback and shares tips & best practices that have worked across his own customer focused business leader journey.

Episode #195 Highlight Reel:

1. Leveraging amazing customer experiences to fuel your growth & lead generation
2. Diving into your customer and user data daily to drive innovation
3. Measuring and managing the key activities that make your customers happy
4. Getting your employees involved to help author your customer journey
5. Finding your North Star activities on providing constant value around you

Huge thanks to Valentin for coming on The CXChronicles Podcast and featuring his work and efforts in pushing the customer and learning experience space into the future.

Click here to learn more about Valentin Radu

Click here to learn more about Omniconvert

If you enjoy The CXChronicles Podcast, please stop by your favorite podcast player and leave us a review today. Or you know what would be even better? Go tell one of your friends or teammates about our content, services & community & invite them to join the CX Nation!

Also grab a copy of my book "The Four CX Pillars To Grow Your Business Now" available on Amazon or the CXC website.

For you non-readers out there, go check out the CXChronicles Youtube channel to see all of our customer focused video content & short-reel CTAs to improve your CX today (while you're there -- can you politely go smash that subscribe button).

Contact us anytime to learn more about CXC at INFO@cxchronicles.com and ask us about how we can help your business & team make customer happiness a habit now!

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Hey CX Nation,

In this week's episode of The CXChronicles Podcast #194 we welcomed Emily Gray, Chief Customer Officer at Playvox based in Sunnyvale, California.

Playvox's powerfully simple workforce engagement management (WEM) solutions transform customer care. The team behind Playvox understands that exceptional employee engagement produces extraordinary customer experiences, and they love creating tools that help their customers unlock the full potential in every employee and every interaction.

Playvox powers the world's fastest-growing brands. Their agent-empowering suite of workforce management, quality assurance, performance, learning, customer AI, and gamification lives seamlessly in the modern support operations ecosystem with tools like Amazon Connect, Salesforce, Slack, ServiceNow, and Zendesk.

In this episode, Emily and Adrian chat through how she has tackled The Four CX Pillars: Team, Tools, Process & Feedback and shares tips & best practices that have worked across her own customer focused business leader journey.

Episode #194 Highlight Reel:

1. Building customer success teams & new customer facing roles as you scale
2. Taking your customer stories (wins/losses) straight to your all-hands meetings
3. Creating focus around guiding your customers & users early in their journey
4. Asking the right questions to your customers & employees
5. Leveraging customer feedback + thinking about how to segment it accordingly

Huge thanks to Emily for coming on The CXChronicles Podcast and featuring her work and efforts in pushing the customer and learning experience space into the future.

Click here to learn more about Emily Gray

Click here to learn more about Playvox

If you enjoy The CXChronicles Podcast, please stop by your favorite podcast player and leave us a review today. Or you know what would be even better? Go tell one of your friends or teammates about our content, services & community & invite them to join the CX Nation!

Also grab a copy of my book "The Four CX Pillars To Grow Your Business Now" available on Amazon or the CXC website.

For you non-readers out there, go check out the CXChronicles Youtube channel to see all of our customer focused video content & short-reel CTAs to improve your CX today (while you're there -- can you politely go smash that subscribe button).

Contact us anytime to learn more about CXC at INFO@cxchronicles.com and ask us about how we can help your business & team make customer happiness a habit now!

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Hey CX Nation,

In this week's episode of The CXChronicles Podcast #193 we welcomed Agnese Spona, Managing Director at MadeFor. based in Amsterdam, Netherlands.

MadeFor provides learning experiences that help individuals and teams grow and stay competitive in a rapidly changing digital world.

In this episode, Agnese and Adrian chat through how she has tackled The Four CX Pillars: Team, Tools, Process & Feedback and shares tips & best practices that have worked across her own customer focused business leader journey.

Episode #193 Highlight Reel:

1. Why investing in your team & employees is the one of the first steps in building world class customer experiences
2. Start bursting your teammates bubbles and be more candid
3. Why chronicling your history drives innovation & fuels tribal knowledge
4. Ideas for how you can wrangle process management as you scale
5. Compartmentalizing your customer & employee feedback to find focus

Huge thanks to Agnese for coming on The CXChronicles Podcast and featuring her work and efforts in pushing the customer and learning experience space into the future.

Click here to learn more about Agnese Spona

Click here to learn more about MadeFor.

If you enjoy The CXChronicles Podcast, please stop by your favorite podcast player and leave us a review today. Or you know what would be even better? Go tell one of your friends or teammates about our content, services & community & invite them to join the CX Nation!

Also grab a copy of my book "The Four CX Pillars To Grow Your Business Now" available on Amazon or the CXC website.

For you non-readers out there, go check out the CXChronicles Youtube channel to see all of our customer focused video content & short-reel CTAs to improve your CX today (while you're there -- can you politely go smash that subscribe button).

Contact us anytime to learn more about CXC at INFO@cxchronicles.com and ask us about how we can help your business & team make customer happiness a habit now!

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Hey CX Nation,

In this week's episode of The CXChronicles Podcast #192 we welcomed Michael Israel, Head of Field Service Evangelism at Zuper based in Seattle, WA.

Zuper is building digital solutions to help businesses provide exceptional customer experience. Their mission is to create the world’s most comprehensive tool for field workforce management.

Zuper is growing at an exceptional rate, backed by some of the world’s leading venture capitalists (FUSE, Sequoia, Prime Venture Partners, HubSpot). Zuper powers more than 500+ organizations and has helped to serve more than six million work orders and helped numerous organizations achieve unprecedented growth.

In this episode, Michael and Adrian chat through how he has tackled The Four CX Pillars: Team, Tools, Process & Feedback throughout his career + shares some of the tips & tricks that have worked for him across her own customer focused business leader journey.

Episode #192 Highlight Reel:

1. Leveraging 50+ years of field services, technology & customer experience
2. Working with product development to build features that equal customer success
3. Connecting your field technicians directly with your customers each day
4. While process is important, showing positive results is paramount
5. Constantly show your customers what you are building from their feedback

Huge thanks to Michael for coming on The CXChronicles Podcast and featuring his work and efforts in pushing the customer experience and field services space into the future.

Click here to learn more about Michael Israel

Click here to learn more about Zuper

If you enjoy The CXChronicles Podcast, please stop by your favorite podcast player and leave us a review today. This is the easiest way that we can find new listeners, guests and future business leaders to join our customer focused community!

And be sure to grab a copy of my book "The Four CX Pillars To Grow Your Business Now" available on Amazon.

For you non-readers out there, go check out the CXChronicles Youtube channel to see all of our customer focused business leader video content & episodes (politely go smash that subscribe button).

Reach out to CXC at INFO@cxchronicles.com for more information about how we can help your business & team make customer happiness a habit!

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Hey CX Nation,

In this week's episode of The CXChronicles Podcast #191 we welcomed Ivaylo Yorgov, Managing Director at GemSeek based in London, England.

GemSeek is an award-winning Customer Experience services leader working with multi-billion revenue clients worldwide. They service their clients across sectors including telecommunications, healthcare, consumer, insurance & retail have seen customer acquisition, lifetime value and loyalty significantly increase.

GemSeek establishes long-lasting relationships with their clients by helping them predict their customer behavior, listening to your customer feedback + helping to drive innovation and optimization on the CX/CS side of your business to help fuel growth.

In this episode, Ivo and Adrian chat through how he has tackled The Four CX Pillars: Team, Tools, Process & Feedback throughout his career + shares some of the tips & tricks that have worked for him across her own customer focused business leader journey.

Episode #191 Highlight Reel:

1. Seeking "win-win solutions" for your customers as you grow your business
2. Leveraging market research & customer data to build an optimal user journey
3. Being thoughtful about building your tech-stack & keeping it lean as you scale
4. Why learning and development within your customer facing team is paramount
5. Building a proactive customer success strategy to fuel growth & retention

Huge thanks to Ivo for coming on The CXChronicles Podcast and featuring his work and efforts in pushing the customer experience and customer success space into the future.

Click here to learn more about Ivaylo Yorgov

Click here to learn more about GemSeek

If you enjoy The CXChronicles Podcast, please stop by your favorite podcast player and leave us a review today. This is the easiest way that we can find new listeners, guests and future business leaders to join our customer focused community!

And be sure to grab a copy of my book "The Four CX Pillars To Grow Your Business Now" available on Amazon.

For you non-readers out there, go check out the CXChronicles Youtube channel to see all of our customer focused business leader video content & episodes (politely go smash that subscribe button).

Reach out to CXC at INFO@cxchronicles.com for more information about how we can help your business & team make customer happiness a habit!

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Hey CX Nation,

In this week's episode of The CXChronicles Podcast #190 we welcomed Natalie Onions, Vice President of Customer Experience at Customer.io based in Columbus, OH.

Customer.io is a versatile marketing automation tool for sending relevant messages based on behavior across web and mobile products.

Impersonal messages lead to bad experiences. That’s why Customer.io uses real-time data to help you deliver the right message, exactly when it’s needed — like sending an event reminder over SMS or the perfect onboarding email.

In this episode, Natalie and Adrian chat through how she has tackled The Four CX Pillars: Team, Tools, Process & Feedback throughout her career + shares some of the tips & tricks that have worked for her across her own customer focused business leader journey.

Episode #190 Highlight Reel:

1. Lessons learned from climbing the ladder from a CSM to a VP of CX
2. Why organizing your customer facing team should be your top priority
3. Identifying where one role ends & the next begins in your customer journey
4. Measuring product adoption before firing up your up-sell & cross-sell activities
5. Why CSM's should be an extension of your CUSTOMER'S business

Huge thanks to Natalie for coming on The CXChronicles Podcast and featuring her work and efforts in pushing the customer experience and customer success space into the future.

Click here to learn more about Natalie Onions

Click here to learn more about Customer.io

If you enjoy The CXChronicles Podcast, please stop by your favorite podcast player and leave us a review today. This is the easiest way that we can find new listeners, guests and future business leaders to join our customer focused community!

And be sure to grab a copy of my book "The Four CX Pillars To Grow Your Business Now" available on Amazon.

For you non-readers out there, go check out the CXChronicles Youtube channel to see all of our customer focused business leader video content & episodes (while you're there politely go smash that subscribe button).

Reach out to CXC at INFO@cxchronicles.com for more information about how we can help your business & team make customer happiness a habit!

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Hey CX Nation,

In this week's episode of The CXChronicles Podcast #189 we welcomed Joel Passen, Co-Founder at Sturdy based in Portland, OR.

Before co-founding Sturdy, a next-gen customer intelligence solution that detects and captures critical signals from everyday customer feedback, Joel served as the Head of Global Sales at Beamery leading enterprise go-to-market teams in the US and UK.

In 2009, Joel co-founded Newton Software, a B2B SaaS company headquartered in San Francisco that was acquired by Paycor (2016).

Prior, Joel co-founded Gravity Technologies, Inc., a company that owned and operated businesses in the talent acquisition industry. He led this bootstrapped company to be named to San Francisco Business Times' Fastest Growing Companies list in 2005, 2006, 2007, and 2008.

In this episode, Joel and Adrian chat through how he has tackled The Four CX Pillars: Team, Tools, Process & Feedback throughout his career + shares some of the tips & tricks that have worked for him across his own customer focused business leader journey.

Episode #189 Highlight Reel:

1. Why accidents typically happen at intersections & how to build traffic signals
2. Digesting & leveraging your customer data to build actionable insights
3. Focusing on net-dollar retention (NDR) rates as you scale your business
4. Why revenue & customer success operations is kindling for fire
5. Building signals that drive your customers towards up-sell, cross-sell & retention

Huge thanks to Joel for coming on The CXChronicles Podcast and featuring his work and efforts in pushing the customer experience and customer success space into the future.

Click here to learn more about Joel Passen

Click here to learn more about Sturdy AI

If you enjoy The CXChronicles Podcast, please stop by your favorite podcast player and leave us a review today. This is the easiest way that we can find new listeners, guests and future business leaders to join our customer focused community!

And be sure to grab a copy of our book "The Four CX Pillars To Grow Your Business Now" available on Amazon + check out the CXChronicles Youtube channel to see all of our customer focused business leader video content + our past podcast episodes!

Reach out to CXC at INFO@cxchronicles.com for more information about how we can help your business make customer happiness a habit!

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Hey CX Nation,

In this week's episode of The CXChronicles Podcast #188 we welcomed Ken Peterson, President CX at QuestionPro based in Austin, TX.

Ken has over two decades of experience in the customer experience research space with industry experience in retail, technology, hospitality, financial services, automotive and transportation with a recent focus on financially linked business insights, SaaS deployments, and CX consultation.

This ties in with his long history of P&L responsibility and detailed understanding of improving business operations. With a background in Mathematical Operations Research, he’s eager to find ways that companies can be more profitable through truly actionable insights into data.

In this episode, Ken and Adrian chat through how he has tackled The Four CX Pillars: Team, Tools, Process & Feedback throughout his career + shares some of the tips & tricks that have worked for him across his own customer focused business leader journey.

Episode #188 Highlight Reel:

1. Bringing empathy closer to your numbers to drive massive innovation
2. Focusing on what you can control for your customers vs. what you can not
3. Celebrating "the wins & the good stuff" happening within your business
4. Keep it simple with your customer feedback -- "how did we do?"
5. What you can learn from gathering fan feedback at a pro-soccer match

Huge thanks to Ken for coming on The CXChronicles Podcast and featuring his work and efforts in pushing the customer experience and customer success space into the future.

Click here to learn more about Ken Peterson

Click here to learn more about QuestionPro

If you enjoy The CXChronicles Podcast, please stop by your favorite podcast player and leave us a review today. This is the easiest way that we can find new listeners, guests and future business leaders to join our customer focused community!

And be sure to grab a copy of our book "The Four CX Pillars To Grow Your Business Now" available on Amazon + check out the CXChronicles Youtube channel to see all of our customer focused business leader video content + our past podcast episodes!

Reach out to CXC at INFO@cxchronicles.com for more information about how we can help your business make customer happiness a habit!

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Hey CX Nation,

In this week's episode of The CXChronicles Podcast #187 we welcomed Mark Slatin, Founder at EmpoweredCX based in Lewes, Delaware.

Mark helps his clients by listening to them and really understanding their goals, vision, and challenges. Whether you are just launching or ready to take the journey to the next level, Mark leverages his "real world" experience that only comes from serving as a CX practitioner across multiple businesses & industries over the years.

His focus for the last decade has been leading an award-winning CX journey from launch to maturity at Sandy Spring Bank . During that time, the Bank received numerous awards including The CX Innovation Award (2X), Great Places to Work, Forbes America's Best Bank, and American Banker Best Bank to Work For, The Washington Post Top Workplace, among others.

Today, Mark spends much of his time working with his clients + hosting The Delighted Customers Podcast (Adrian was able to be a guest on his show recently, chatting about his experiences building CXC).

In this episode, Mark and Adrian chat through how he has tackled The Four CX Pillars: Team, Tools, Process & Feedback throughout his career + shares some of the tips & tricks that have worked for him across his own customer focused business leader journey.

Episode #187 Highlight Reel:

1. How you turn your most loyal customers into your biggest fans & promoters
2. Why investing in employee onboarding is the glue to build world-class CX
3. Ideas for building & leading your Extended Leadership Team (ELT)
4. Building your VOC task force to govern your customer journey as you scale
5. Leveraging feedback to build new products & revenue streams

Huge thanks to Mark for coming on The CXChronicles Podcast and featuring his work and efforts in pushing the customer experience and customer success space into the future.

Click here to learn more about Mark Slatin

Click here to learn more about EmpoweredCX

If you enjoy The CXChronicles Podcast, please stop by your favorite podcast player and leave us a review today. This is the easiest way that we can find new listeners, guests and future business leaders to join our customer focused community!

And be sure to grab a copy of our book "The Four CX Pillars To Grow Your Business Now" available on Amazon + check out the CXChronicles Youtube channel to see all of our customer focused business leader video content + our past podcast episodes!

Reach out to CXC at INFO@cxchronicles.com for more information about how we can help your business make customer happiness a habit!

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Hey CX Nation,

In this week's episode of The CXChronicles Podcast #186 we welcomed Jay Baer, Founder of Convince and Convert based in Bloomington, IN.

Jay is a Marketing & CX expert + Hall of Fame Keynote speaker who has written countless books (including Hug Your Haters) & speaks all over the world about how business leaders can improve their customer experiences & success.

He also has an awesome twice monthly newsletter the Baer Facts: on marketing, CX, tequila and other life hacks.

I had the privilege of spending time with Jay and several other CX/CS thought leaders in Philadelphia a few years ago at an event for Comcast and we've remained connected ever since, he's hands down one of the best in the business & we were thrilled to have him on the podcast.

In this episode, Jay and Adrian chat through how he has tackled The Four CX Pillars: Team, Tools, Process & Feedback throughout his career + shares some of the tips & tricks that have worked for him across his own customer focused business leader journey.

Episode #186 Highlight Reel:

1. Learning from 8 generations of entrepreneurialism in the Baer family
2. Why modern consumers demand that the companies they support are fast
3. In down economies CX, Customer Success , & Retention becomes paramount
4. Why most customers expect a response from a contact us form within a day
5. Leveraging your employee feedback to attract and retain world class talent

Huge thanks to Jay for coming on The CXChronicles Podcast and featuring his work and efforts in pushing the customer experience and marketing success space into the future.

Click here to learn more about Jay Baer

Click here to learn more about The Time To Win

If you enjoy The CXChronicles Podcast, please stop by your favorite podcast player and leave us a review today. This is the easiest way that we can find new listeners, guests and future business leaders to join our customer focused community!

And be sure to grab a copy of our book "The Four CX Pillars To Grow Your Business Now" available on Amazon + check out the CXChronicles Youtube channel to see all of our customer focused business leader video content + our past podcast episodes!

Reach out to CXC at INFO@cxchronicles.com for more information about how we can help your business make customer happiness a habit!

Support the show

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Hey CX Nation,

In this week's episode of The CXChronicles Podcast #186 we welcomed Jay Baer, Founder of Convince and Convert based in Bloomington, IN.

Jay is a Marketing & CX expert + Hall of Fame Keynote speaker who has written countless books (including Hug Your Haters) & speaks all over the world about how business leaders can improve their customer experiences & success.

He also has an awesome twice monthly newsletter the Baer Facts: on marketing, CX, tequila and other life hacks.

I had the privilege of spending time with Jay and several other CX/CS thought leaders in Philadelphia a few years ago at an event for Comcast and we've remained connected ever since, he's hands down one of the best in the business & we were thrilled to have him on the podcast.

In this episode, Jay and Adrian chat through how he has tackled The Four CX Pillars: Team, Tools, Process & Feedback throughout his career + shares some of the tips & tricks that have worked for him across his own customer focused business leader journey.

Episode #186 Highlight Reel:

1. Learning from 8 generations of entrepreneurialism in the Baer family
2. Why modern consumers demand that the companies they support are fast
3. In down economies CX, Customer Success , & Retention becomes paramount
4. Why most customers expect a response from a contact us form within a day
5. Leveraging your employee feedback to attract and retain world class talent

Huge thanks to Jay for coming on The CXChronicles Podcast and featuring his work and efforts in pushing the customer experience and marketing success space into the future.

Click here to learn more about Jay Baer

Click here to learn more about The Time To Win

If you enjoy The CXChronicles Podcast, please stop by your favorite podcast player and leave us a review today. This is the easiest way that we can find new listeners, guests and future business leaders to join our customer focused community!

And be sure to grab a copy of our book "The Four CX Pillars To Grow Your Business Now" available on Amazon + check out the CXChronicles Youtube channel to see all of our customer focused business leader video content + our past podcast episodes!

Reach out to CXC at INFO@cxchronicles.com for more information about how we can help your business make customer happiness a habit!

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Hey CX Nation,

In this week's episode of The CXChronicles Podcast #185 we welcomed Celia Fleischaker, Chief Marketing Officer at Verint based in New York.

Verint® helps the world’s most iconic brands build enduring customer relationships by connecting work, data, and experiences across the enterprise.

Verint helps its customers navigate and thrive as they adapt to the future of work, eliminate the inefficiencies created by organizational and data silos, and consistently deliver differentiated experiences at scale across every interaction.

In this episode, Celia and Adrian chat through how she has tackled The Four CX Pillars: Team, Tools, Process & Feedback throughout her career + shares some of the tips & tricks that have worked for her across her own customer focused business leader journey.

Episode #185 Highlight Reel:

1. The role that marketing plays in building your customer experiences
2. Finding time to meet in person with your customers & team (outside of remote)
3. Understanding what content & campaigns your customers engage with
4. Leveraging community to empower users + share tribal knowledge
5. Why feedback is a gift that helps to drive growth & innovation

Huge thanks to Celia for coming on The CXChronicles Podcast and featuring her work and efforts in pushing the customer communication and success optimization space into the future.

Click here to learn more about Celia Fleischaker

Click here to learn more about Verint

If you enjoy The CXChronicles Podcast, please stop by your favorite podcast player and leave us a review today. This is the easiest way that we can find new listeners, guests and future business leaders to join our customer focused community!

And be sure to grab a copy of our book "The Four CX Pillars To Grow Your Business Now" available on Amazon + check out the CXChronicles Youtube channel to see all of our customer focused business leader video content + our past podcast episodes!

Reach out to CXC at INFO@cxchronicles.com for more information about how we can help your business make customer happiness a habit!

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Hey CX Nation,

In this week's episode of The CXChronicles Podcast #184 we welcomed Jean Patrick, CEO at ScaleUp Edge based in Denver, CO.

The ScaleUp phase is the shortest phase of a company’s growth and has different value drivers to the early-stage startup and scaled enterprise phases. The ScaleUp Edge team is maniacally focused on sharing the logic behind the ScaleUp phase and to provide right-sized resources to help create value to all things ScaleUp.

In this episode, Jean and Adrian chat through how she has tackled The Four CX Pillars: Team, Tools, Process & Feedback throughout her career + shares some of the tips & tricks that have worked for her across her own customer focused business leader journey.

Episode #184 Highlight Reel:

1. Building your business foundation to be ready to scale as your grow!
2. How you decide which people investments to make + not hiring for titles
3. Understanding what you're solving for before building your tech-stack
4. Connecting your customer journey map to your analytics
5. Spend time with your customers listening & learning above everything else

Huge thanks to Jean for coming on The CXChronicles Podcast and featuring her work and efforts in pushing the communication and process optimization space into the future.

Click here to learn more about Jean Patrick

Click here to learn more about ScaleUp Edge

If you enjoy The CXChronicles Podcast, please stop by your favorite podcast player and leave us a review today. This is the easiest way that we can find new listeners, guests and future business leaders to join our customer focused community!

And be sure to grab a copy of our book "The Four CX Pillars To Grow Your Business Now" available on Amazon + check out the CXChronicles Youtube channel to see all of our customer focused business leader video content + our past podcast episodes!

Reach out to CXC at INFO@cxchronicles.com for more information about how we can help your business make customer happiness a habit!

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Hey CX Nation,

In this week's episode of The CXChronicles Podcast #183 we welcomed Aye Moah, CEO @ Boomerang based in Mountain View, CA.

Boomerang is the leader in thoughtful email productivity software that empowers people to focus on what matters on the world’s top email platforms. Since 2010, Boomerang has helped its customers be more productive by analyzing the context of work and adding value on top of it.

Today, Boomerang enables millions of Gmail and Outlook users around the globe to schedule & prioritize their inbox and be more productive.

In this episode, Aye and Adrian chat through how she has tackled The Four CX Pillars: Team, Tools, Process & Feedback throughout her career + shares some of the tips & tricks that have worked for her across her own customer focused business leader journey.

Episode #183 Highlight Reel:

1. Building Boomerang and helping millions of users with productivity hacking
2. How setting clear expectations early can drive CX & EX success as you scale
3. Leveraging product & services "employee wish-lists" to drive innovation
4. Curating content focused on FAQs & common questions from your users
5. Writing, documenting & teaching all of your customer findings & learnings

Huge thanks to Aye for coming on The CXChronicles Podcast and featuring her work and efforts in pushing the communication and process optimization space into the future.

Click here to learn more about Aye Moah

Click here to learn more about Boomerang

If you enjoy The CXChronicles Podcast, please stop by your favorite podcast player and leave us a review today. This is the easiest way that we can find new listeners, guests and future business leaders to join our customer focused community!

And be sure to grab a copy of our book "The Four CX Pillars To Grow Your Business Now" available on Amazon + check out the CXChronicles Youtube channel to see all of our customer focused business leader video content + our past podcast episodes!

Reach out to CXC at INFO@cxchronicles.com for more information about how we can help your business make customer happiness a habit!

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Hey CX Nation,

In this week's episode of The CXChronicles Podcast #182 we welcomed Fran Brzyski, Founder & CEO at Hark, based in New York City.

Hark is reimagining Customer Experience. In a world where video has become an integral part of communication, how do we allow for customers to easily send their requests to their favorite brands while delivering the "perfect ticket" to CX teams?

Hark does just that in a sophisticated way that opens up a new channel for customers to engage.

In this episode, Fran and Adrian chat through how he has tackled The Four CX Pillars: Team, Tools, Process & Feedback throughout his career + shares some of the tips & tricks that have worked for him across his customer focused business leader journey.

Episode #182 Highlight Reel:

1. The future of problem tickets & leveraging video to drive feedback & innovation
2. Why CX Leadership positions are incredibly difficult to serve & thrive in
3. Building Asynchronous feedback loops to drive trust & transparency
4. Leveraging user-testing to understand key moments of your customer journey
5. Creating a new lens for your internal teams to best understand your customer data

Huge thanks to Fran for coming on The CXChronicles Podcast and featuring his work and efforts in pushing the employee experience and customer success space into the future.

Click here to learn more about Fran Bryzski

Click here to learn more about Hark

If you enjoy The CXChronicles Podcast, please stop by your favorite podcast player and leave us a review today. This is the easiest way that we can find new listeners, guests and future business leaders to join our customer focused community!

And be sure to grab a copy of our book "The Four CX Pillars To Grow Your Business Now" available on Amazon + check out the CXChronicles Youtube channel to see all of our customer focused business leader video content + our past podcast episodes!

Reach out to CXC at INFO@cxchronicles.com for more information about how we can help your business make customer happiness a habit!

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Hey CX Nation,

In this week's episode of The CXChronicles Podcast #181 we welcomed Tom Goodmanson, President & CEO at Calabrio based in Minneapolis, MN.

Calabrio's products and services help their customers maximize agent performance, exceed customer expectations, and boost workforce efficiency using connected data, AI-fueled analytics, automated workforce management, and personalized coaching.​

In this episode, Tom and Adrian chat through how he has tackled The Four CX Pillars: Team, Tools, Process & Feedback throughout his career + shares some of the tips & tricks that have worked for him across his customer focused business leader journey.

Episode #181 Highlight Reel:

1. Dividing and conquering your way to growth and scalability
2. Ideas for how your team can master the debate of "Build it or buy-it?"
3. Creating CX/EX focused "story tellers" within your business to grow & scale
4. Putting your developers in front of your customers early to expedite innovation
5. How Workday's Peakon Employee Voice platform drives Calabrio's EX success

Huge thanks to Tom for coming on The CXChronicles Podcast and featuring his work and efforts in pushing the employee experience and customer success space into the future.

Click here to learn more about Tom Goodmanson, President and CEO at Calabrio

Click here to learn more about Calabrio

If you enjoy The CXChronicles Podcast, please stop by your favorite podcast player and leave us a review today. This is the easiest way that we can find new listeners, guests and future business leaders to join our customer focused community!

And be sure to grab a copy of our book "The Four CX Pillars To Grow Your Business Now" available on Amazon + check out the CXChronicles Youtube channel to see all of our customer focused business leader video content + our past podcast episodes!

Reach out to CXC at INFO@cxchronicles.com for more information about how we can help your business make customer happiness a habit!

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Hey CX Nation,

In this week's episode of The CXChronicles Podcast #180 we welcomed Tom DeWitt, P.h. D. Director of CXM@MSU and a fixed-term faculty member in the Department of Marketing of the Broad College of Business at Michigan State University.

Tom is dedicated to advancing customer experience management globally by helping formalize and develop a framework for the field for more than a decade. Dr. DeWitt has provided customer experience management solutions to organizations and audiences around the world through consulting, workshops and presentations.

Prior to joining academia, Tom enjoyed a career in the hospitality industry, where he served in senior management roles in the USA and Asia.

In this episode, Tom and Adrian chat through how he has tackled The Four CX Pillars: Team, Tools, Process & Feedback throughout his career + shares some of the tips & tricks that have worked for him across his customer focused business leader journey.

Episode #180 Highlight Reel:

1. Building North America's first Masters Degree in Customer Experience Management (CXM)
2. How team-based ansychronous learning has changed the future of employee experience
3. Being strategic with the tools your team uses to build and scale your customer portfolio
4. How service blueprints can pinpoint which KPIs & metrics your business should focus on
5. Triangulating your VOC and VOE reporting to understand what you need to prioritize

Huge thanks to Tom for coming on The CXChronicles Podcast and featuring his work and efforts in pushing the employee experience and customer success space into the future.

Click here to learn more about Tom DeWitt, P.h. D.

Click here to learn more about Michigan State's Masters in Customer Experience Management

If you enjoy The CXChronicles Podcast, please stop by your favorite podcast player and leave us a review today. This is the easiest way that we can find new listeners, guests and future business leaders to join our customer focused community!

And be sure to grab a copy of our book "The Four CX Pillars To Grow Your Business Now" available on Amazon + check out the CXChronicles Youtube channel to see all of our customer focused business leader video content + our past podcast episodes!

Reach out to CXC at INFO@cxchronicles.com for more information about how we can help your business make customer happiness a habit!

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Hey CX Nation,

In this week's episode of The CXChronicles Podcast #179 we welcomed Tom Randle, CEO at Geckoboard based in London, England.

Originally a UX and product guy, Tom spent the early years of his career building companies like Red Gate & Huddle in London. He leveraged those learnings and findings to become an intricate part of the Geckoboard team & eventually their CEO.

Geckoboard helps their customers access and understand their data. Their dashboard software integrates with over 80 data sources so your team can build real-time KPI dashboards that you can share with your team in minutes.

In this episode, Tom and Adrian chat through how he has tackled The Four CX Pillars: Team, Tools, Process & Feedback throughout his career + shares some of the tips & tricks that have worked for him across his customer focused business leader journey.

Episode #179 Highlight Reel:

1. How UX and mechanical engineering launched Tom's customer focused journey
2. Why focusing on company culture led to the creation of incredible customer experiences
3. Leveraging dashboards and display reporting to drive performance & communication
4. Why emerging SaaS solutions are focused on managing & optimizing the customer journey
5. How informed customers & employees = industry leading businesses

Huge thanks to Tom for coming on The CXChronicles Podcast and featuring his work and efforts in pushing the employee experience and customer success space into the future.

Click here to learn more about Tom Randle

Click here to learn more about Geckoboard

If you enjoy The CXChronicles Podcast, please stop by your favorite podcast player and leave us a review today. This is the easiest way that we can find new listeners, guests and future business leaders to join our customer focused community!

And be sure to grab a copy of our book "The Four CX Pillars To Grow Your Business Now" available on Amazon + check out the CXChronicles Youtube channel to see all of our customer focused business leader video content + our past podcast episodes!

Reach out to CXC at INFO@cxchronicles.com for more information about how we can help your business make customer happiness a habit!

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Hey CX Nation,

In this week's episode of The CXChronicles Podcast #178 we welcomed Tomer Rabinovich, CEO at Top Dog Global.

Tomer grew his Amazon business with zero background in online sales. He has multiple brands that he sells on Amazon and built a full team in the Philippines.

Tomer speaks at events all over the world and also teaches and consults other Amazon sellers actionable tactics that they can use to elevate their own businesses.

In this episode, Tomer and Adrian chat through how he has tackled The Four CX Pillars: Team, Tools, Process & Feedback throughout his career + shares some of the tips & tricks that have worked for him across his customer focused business leader journey.

Episode #178 Highlight Reel:

1. Riding The Amazon Wave and building amazing customer experiences
2. How building customer success is its own form of magic
3. Building an Amazon brand & business in today's world
4. Paying attention to how history repeats itself while building your business
5. Building asynchronous workflows for today's hybrid working world

Huge thanks to Tomer for coming on The CXChronicles Podcast and featuring his work and efforts in pushing the employee experience and customer success space into the future.

Click here to learn more about Tomer Rabinovich

Click here to learn more about Tomer's New Book Riding The Amazon Wave

If you enjoy The CXChronicles Podcast, please stop by your favorite podcast player and leave us a review today. This is the easiest way that we can find new listeners, guests and future business leaders to join our customer focused community!

And be sure to grab a copy of our book "The Four CX Pillars To Grow Your Business Now" available on Amazon + check out the CXChronicles Youtube channel to see all of our customer focused business leader video content + our past podcast episodes!

Reach out to CXC at INFO@cxchronicles.com for more information about how we can help your business make customer happiness a habit!

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Hey CX Nation,

In this week's episode of The CXChronicles Podcast #177 we welcomed Larry Yatch, CEO at SEAL Team Leaders based in Boca Raton, FL.

Larry and his SEAL Team Leaders help you create, expect and empower leaders at every level, just like a SEAL team.

Every member of the SEAL team is a leader. When you have an organization full of SEAL leaders, this gives you the freedom to grow your business instead of just surviving business.

All of these benefits allow you to create what you want - as an entrepreneur, as a team member, and as a customer & employee focused business leader.

In this episode, Larry and Adrian chat through how he has tackled The Four CX Pillars: Team, Tools, Process & Feedback throughout his career + shares some of the tips & tricks that have worked for him across his customer focused business leader journey.

Episode #177 Highlight Reel:

1. How you can bake the key traits of Navy Seals into your leadership & management team
2. Learning how your team can hold, pass or accept responsibility as you scale
3. Why proper planning prevents poor performance in any business or team
4. Taking consistent actions on a regular basis to push progress and innovation ahead
5. The power of slowing down to figure out how you can go even faster!

Huge thanks to Larry for coming on The CXChronicles Podcast and featuring his work and efforts in pushing the employee experience and customer success space into the future.

Click here to learn more about Larry Yatch

Click here to learn more about SEAL Team Leaders

If you enjoy The CXChronicles Podcast, please stop by your favorite podcast player and leave us a review today. This is the easiest way that we can find new listeners, guests and future business leaders to join our customer focused community!

And be sure to grab a copy of our book "The Four CX Pillars To Grow Your Business Now" available on Amazon + check out the CXChronicles Youtube channel to see all of our customer focused business leader video content + our past podcast episodes!

Reach out to CXC at INFO@cxchronicles.com for more information about how we can help your business make customer happiness a habit!

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Hey CX Nation,

In this week's episode of The CXChronicles Podcast #176 we welcomed Ethan Beute, Chief Evangelist at BombBomb, Host of The Customer Experience Podcast, and Wall Street Journal best-selling Author of "Human-Centered Communication" & "Rehumanize Your Business".

Ethan has spent more than a decade helping people enjoy clearer communication, human connection, and higher conversion by replacing some of their faceless, digital communication with simple, personal video messages in emails, text messages, LinkedIn messages, Slack messages, and similar. He's sent more than 12,500 videos and co-authored two (and a half) books on the what, why, who, when, and how of this "relationships through video" movement.

BombBomb makes it easy to record, send, and track video messages, allowing you to be “in person” with those who matter most to your business at any given time.

More than 60 thousand business professionals in Mortgage, Finance, Insurance, and Real Estate use BombBomb Video to rehumanize their communication.

Ethan's also the host of one of my favorite podcasts, The Customer Experience Podcast where he interviews amazing customer focused business leaders from across the world.

In this episode, Ethan and Adrian chat through how he has tackled The Four CX Pillars: Team, Tools, Process & Feedback throughout his career + shares some of the tips & tricks that have worked for him across his customer focused business leader journey.

Episode #176 Highlight Reel:

1. Leveraging video messaging to communicate with your customers & your team
2. Creating natural collisions with your customers & users to fuel growth
3. Meeting your customers and team on their preferred communication mediums
4. Doubling down on asynchronous messages + humanizing your outreach
5. Finding the balance between the human touch and the technology touch

Huge thanks to Ethan for coming on The CXChronicles Podcast and featuring his work and efforts in pushing the customer experience and customer success space into the future.

Click here to learn more about Ethan Beute

Click here to learn more about BombBomb

Click here to learn more about The Customer Experience Podcast

If you enjoy The CXChronicles Podcast, please stop by your favorite podcast player and leave us a review today. This is the easiest way that we can find new listeners, guests and future business leaders to join our customer focused community!

And be sure to grab a copy of our book "The Four CX Pillars To Grow Your Business Now" available on Amazon + check out the CXChronicles Youtube channel to see all of our customer focused business leader video content + our past podcast episodes!

Reach out to CXC at INFO@cxchronicles.com for more information about how we can help your business make customer happiness a habit!

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Hey CX Nation,

In this week's episode of The CXChronicles Podcast #175 we welcomed Deon Nicholas, CEO & Co-Founder at Forethought AI based in San Francisco, CA.

Forethought AI is a Silicon Valley software company founded by a team of Dropbox, Palantir, and Autonomy alumni in 2017. Their mission is to unlock human potential through the power of AI.

Forethought transforms the customer experience by infusing human-centered AI at each stage of the customer support journey. With Forethought, organizations can resolve common cases instantly, predict and prioritize tickets, and assist agents with relevant knowledge—all from one AI platform.

In this episode, Deon and Adrian chat through how he has tackled The Four CX Pillars: Team, Tools, Process & Feedback throughout his career + shares some of the tips & tricks that have worked for him across his customer focused business leader journey.

Episode #175 Highlight Reel:

1. How AI can transform any company's customer experience & customer success
2. Improving how you set priorities + understanding core activities that drive innovation
3. Why customer expectations have changed forever & how your business can adapt
4. Embedding process into your business behaviors and team culture as you scale
5. Why customer & employee feedback needs to be the catalyst for driving action

Huge thanks to Deon for coming on The CXChronicles Podcast and featuring his work and efforts in pushing the customer experience and customer success space into the future.

Click here to learn more about Deon Nicholas

Click here to learn more about Forethought AI

If you enjoy The CXChronicles Podcast, please stop by your favorite podcast player and leave us a review today. This is the easiest way that we can find new listeners, guests and future business leaders to join our customer focused community!

And be sure to grab a copy of our book "The Four CX Pillars To Grow Your Business Now" available on Amazon + check out the CXChronicles Youtube channel to see all of our customer focused business leader video content + our past podcast episodes!

Reach out to CXC at INFO@cxchronicles.com for more information about how we can help your business make customer happiness a habit!

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Hey CX Nation,

In this week's episode of The CXChronicles Podcast #174 we welcomed Gregorio Uglioni, CCXP an inspiring CX/CS executive who has come to be known as The CX GoalKeeper, based in Zurich, Switzerland.

Greg has spent years helping a plethora of amazing companies with transforming and digitizing their CX/CS roadmaps. In short, Greg is a former Accenture consultant, who today is responsible for Business Transformation at the Cantonal Hospital of Winterthur based in Switzerland.

He's also a huge part of the global CX/CS community. He's authored several books, is the host of The CX GoalKeeper Podcast, judges a variety of Customer Experience awards programs across the globe, is an international speaker and regular at webinars and conferences + lectures on customer experience & success at the University of Lucerne.

In this episode of CXCP, Greg and Adrian chat through how he has tackled The Four CX Pillars: Team, Tools, Process & Feedback throughout his career + shares some of the tips & tricks that have worked for him across his customer focused business leader journey.

Episode #174 Highlight Reel:

1. How building your CX/CS team is like managing a world-class soccer club
2. Building offensive, mid-field and defensive goals & targets to scale your business
3. Creating your "eye-level" strategy for building a tool-kit or blueprint for your team
4. Leveraging process to become the glue that retains customers & fuels your growth
5. Investing in customer & employee feedback optimization to drive future innovation

Huge thanks to Greg for coming on The CXChronicles Podcast and featuring his work and efforts in pushing the customer experience and customer success space into the future.

Click here to learn more about Gregorio Uglioni, CCXP

Click here to learn more about The CX GoalKeeper Podcast

If you enjoy The CXChronicles Podcast, please stop by your favorite podcast player and leave us a review today. This is the easiest way that we can find new listeners, guests and future customer focused business leaders to join our customer focused business leader community!

And be sure to grab a copy of our book "The Four CX Pillars To Grow Your Business Now" available on Amazon + check out the CXChronicles Youtube channel to see all of our customer focused business leader video content + our past podcast episodes!

Reach out to CXC at INFO@cxchronicles.com for more information about how we can help your business make customer happiness a habit!

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Hey CX Nation,

In this week's episode of The CXChronicles Podcast #173 we welcomed Palak Dalal Bhatia, Founder & CEO at Iris Agent, based in Mountain View, CA.

With proactive support and AI-powered ticket intelligence, IrisAgent makes it easy for support teams to work collaboratively with product and engineering organizations to prevent escalations, drive informed action, and align on what really matters for your customers.

IrisAgent takes simple, repetitive tickets off your support team’s plate, but they pride themselves on being more than just a chatbot, they provide valuable insights & recommendations to aid your business.

Unlike other players in this space, they take a 360-degree view of customer support operations, leveraging product and user context to gain meaningful insight into the ‘why’ behind tickets associated with bugs, performance issues, and outages to create support workflows and recommend operational improvements to improve your customer experience & success.

In this episode of CXCP, Palak and Adrian chat through how she has tackled The Four CX Pillars: Team, Tools, Process & Feedback throughout her career + shares some of the tips & tricks that have worked across her customer focused business leader journey.

Episode #173 Highlight Reel:

1. Why including your customers in your product management strategy is paramount
2. CX becomes the biggest competitive advantage with the abundance of SaaS tools today
3. Leading a proactive customer success team focused on remaining several steps ahead
4. Building an escalation & churn review process that focuses on the root-cause of the issue
5. Ideas for how you can build social listening & customer sentiment strategies as you scale

Huge thanks to Palak for coming on The CXChronicles Podcast and featuring her team's work and efforts in pushing the customer experience and customer success space into the future.

Click here to learn more about Palak Dalal Bhatia

Click here to learn more about IrisAgent

If you enjoy The CXChronicles Podcast, please stop by your favorite podcast player and leave us a review. This is the easiest way that we can find new listeners, guests and future customer focused business leaders to tune into our weekly podcast.

And be sure to grab a copy of our book "The Four CX Pillars To Grow Your Business Now" on Amazon + check out the CXChronicles Youtube channel with all of our video episodes & customer focused business leader content!

Reach out to CXC at INFO@cxchronicles.com for more information about how we can help your business make customer happiness a habit!

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Hey CX Nation,

In this week's episode of The CXChronicles Podcast #172 we welcomed Fang Cheng, CEO & Founder at Linc based in Santa Clara, CA.

Linc is the only CX Automation platform built for retail that is changing the conversation in commerce. Their award winning AI powers an infinitely scalable digital workforce for real conversations that solve real problems for your customers.

Brands like Levi’s, Shiseido, Carter's OshKosh, and many others partner with Linc to deliver extraordinary experiences that span the customer lifecycle to reduce support costs, increase sales conversions, and grow revenue.

In this episode of CXCP, Fang and Adrian chat through how she has tackled The Four CX Pillars: Team, Tools, Process & Feedback throughout her career + shares some of the tips & tricks that have worked across her customer focused business leader journey.

Episode #172 Highlight Reel:

1. How sub-par customer experiences can help to ignite new business opportunities
2. How product management can help to fuel your CX/CS optimization possibilities
3. Why modern customers demand quick access to information + convenience
4. Ideas for how you can include your entire team in owning your CX/CS
5. How you can leverage your VOC reporting to be your North Star

Huge thanks to Fang for coming on The CXChronicles Podcast and featuring her team's work and efforts in pushing the customer experience and customer success space into the future.

Click here to learn more about Fang Cheng

Click here to learn more about Linc

If you enjoy The CXChronicles Podcast, please stop by your favorite podcast player and leave us a review. This is the easiest way that we can find new listeners, guests and future customer focused business leaders to tune into our weekly podcast.

And be sure to grab a copy of our book "The Four CX Pillars To Grow Your Business Now" on Amazon + check out the CXChronicles Youtube channel with all of our video episodes & customer focused business leader content!

Reach out to CXC at INFO@cxchronicles.com for more information about how we can help your business make customer happiness a habit!

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Hey CX Nation,

In this week's episode of The CXChronicles Podcast #171 we welcomed Alister Esam, CEO & Founder at Process Bliss based in Newbury, England.

Process Bliss helps their customers embed process in their business to help it run like clockwork. Process Bliss helps optimize your company by identifying blockers, pinpointing the key processes, improving them on a regular basis + working with your team so they are apart of the process.

Ultimately, people are smarter than process, which is why Process Bliss not only manages your recurring processes, it shows you where process is failing your people, and empowers them to complete it in the best way they know how.

In this episode of CXCP, Alister and Adrian chat through how he has tackled The Four CX Pillars: Team, Tools, Process & Feedback throughout his career + shares some of the tips & tricks that have worked across his customer focused business leader journey.

Episode #171 Highlight Reel:

1. Why process is typically dealt with as a "dirty word" in many companies
2. Inviting your very best customers into the scaling & optimization process
3. Understanding your core roles + areas of accountability & authority
4. Why process helps to drive all The Four CX Pillars
5. How your business will gravitate towards the focus areas that you measure

Huge thanks to Alister for coming on The CXChronicles Podcast and featuring his team's work and efforts in pushing the customer experience and customer success space into the future.

Click here to learn more about Alister Esam

Click here to learn more about Process Bliss

If you enjoy The CXChronicles Podcast, please stop by your favorite podcast player and leave us a review. This is the easiest way that we can find new listeners, guests and future customer focused business leaders to tune into our weekly podcast.

And be sure to grab a copy of our book "The Four CX Pillars To Grow Your Business Now" on Amazon + check out the CXChronicles Youtube channel with all of our video episodes & customer focused business leader content!

Reach out to CXC at INFO@cxchronicles.com for more information about how we can help your business make customer happiness a habit!

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Hey CX Nation,

In this week's episode of The CXChronicles Podcast #170 we welcomed Ilenia Vidili, Customer Centricity Advisor, Speaker & Author based in Milan, Italy.

Ilenia has over a decade of experience in both business-to-consumer and business-to-business companies. She works with her clients to close the gap between internal and external stakeholders to find new opportunities ripe for customer centricity optimization.

Ilenia is currently the founder of The Smarter Crew, a customer-centricity consultancy and training company helping a plethora of businesses in Europe to close those gaps by thinking differently, combating inefficient processes, turning product mentalities into people mentalities, and improving their overall customer focus.

In this episode of CXCP, Ilenia and Adrian chat through how she has tackled The Four CX Pillars: Team, Tools, Process & Feedback throughout her career + shares some of the tips & tricks that have worked across her customer focused business leader journey.

Episode #170 Highlight Reel:

1. How digital experience has evolved & shifted over the last 10 years
2. Why Customer journey mapping & personas should be your jump off point
3. How do you know if your business has too many SaaS solutions?
4. Does process fuel your ability to train, support & grow your team?
5. Contextualizing customer & employee feedback to fuel growth!

Huge thanks to Ilenia for coming on The CXChronicles Podcast and featuring her team's work and efforts in pushing the customer experience and customer success space into the future.

Click here to learn more about Ilenia Vidili

Click here to learn more about The Smarter Crew

If you enjoy The CXChronicles Podcast, please stop by your favorite podcast player and leave us a review. This is the easiest way that we can find new listeners, guests and future customer focused business leaders to tune into our weekly podcast.

And be sure to grab a copy of our book "The Four CX Pillars To Grow Your Business Now" on Amazon + check out the CXChronicles Youtube channel with all of our video episodes & customer focused business leader content!

Reach out to CXC at INFO@cxchronicles.com for more information about how we can help your business make customer happiness a habit!

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Hey CX Nation,

In this week's episode of The CXChronicles Podcast #169 we welcomed Kristi Faltorusso, Chief Customer Officer at ClientSuccess.

ClientSuccess is revolutionizing the way SaaS companies manage, retain, and grow their existing customer base. They help SaaS companies proactively manage customer relationships, measure customer health, minimize churn and maximize revenue.

ClientSuccess is a simple yet sophisticated solution that both the front-line CSMs and any Executive team will love. For the CSMs, they bring together the tools, best practices, insights and analytics that they will need to proactively manage their customers & future portfolios.

For the Executives, they deliver the deep analytics, metric and reports to provide a comprehensive view of the customer health of their SaaS business.

In this episode Kristi and Adrian chat through how she has tackled The Four CX Pillars: Team, Tools, Process & Feedback throughout her career + shares some of the tips & tricks that have worked for the team at ClientSuccess as they've grown their customer portfolio & revenue.

Episode #169 Highlight Reel:

1. Why customer success is becoming a leader within modern sales & revenue generation
2. Ideas for setting up your optimal, well-balanced customer success team as you scale
3. Setting expectations early & often with the customers & teams using your product
4. Leveraging customer journey maps as your company's blue-print for growth & success
5. Socializing your customer feedback & democratizing your data to drive innovation

Huge thanks to Kristi for coming on The CXChronicles Podcast and featuring her team's work and efforts in pushing the customer experience and customer success space into the future.

Click here to learn more about Kristi Faltorusso

Click here to learn more about ClientSuccess

If you enjoy The CXChronicles Podcast, please stop by your favorite podcast player and leave us a review. This is the easiest way that we can find new listeners, guests and future customer focused business leaders to tune into our weekly podcast.

And be sure to grab a copy of our book "The Four CX Pillars To Grow Your Business Now" on Amazon + check out the CXChronicles Youtube channel with all of our video episodes & customer focused business leader content!

Reach out to CXC at INFO@cxchronicles.com for more information about how we can help your business make customer happiness a habit!

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Hey CX Nation,

In this week's episode of The CXChronicles Podcast #168 we welcomed Abby Hammer, Chief Customer Officer at ChurnZero.

ChurnZero is Customer Success software for growing SaaS and subscription businesses. Their platform is designed to integrate with CRM systems and tightly into an application or service.

In doing so, ChurnZero (1) helps businesses understand how their customers use their product, (2) assesses their health and their likelihood to renew, and (3) gives the business the means to automate and personalize the customer experience through timely and relevant touch-points, including in-app content.

ChurnZero customers find instant ROI as their customer success managers are immediately more productive and better informed and their customers are getting better just-in-time service from the automated playbooks.

In this episode Abby and Adrian chat through how she has tackled The Four CX Pillars: Team, Tools, Process & Feedback throughout her career + shares some of the tips & tricks that have worked for the team at ChurnZero as they've grown their customer portfolio & revenue.

Episode #168 Highlight Reel:

1. Why customer success and customer support are two halves of one pie
2. Marrying your customer success & product teams to develop new super powers
3. Why customer success operations is paramount for your growing business
4. Building customer feedback loops & acting upon it to improve your product or service
5. Why investing in your CX & customer success provides invaluable perspective

Huge thanks to Abby for coming on The CXChronicles Podcast and featuring her team's work and efforts in pushing the customer experience and customer success optimization space into the future.

Click here to learn more about Abby Hammer

Click here to learn more about ChurnZero

If you enjoy The CXChronicles Podcast, please stop by your favorite podcast player and leave us a review. This is the easiest way that we can find new listeners, guests and future customer focused business leaders to tune into our weekly podcast.

And be sure to grab a copy of our book "The Four CX Pillars To Grow Your Business Now" on Amazon + check out the CXChronicles Youtube channel with all of our video episodes & customer focused business leader content!

Reach out to CXC at INFO@cxchronicles.com for more information about how we can help your business make customer happiness a habit!

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Hey CX Nation,

In this week's episode of The CXChronicles Podcast #167 we welcomed Chuck Frydenborg, CEO at MarketMuse.

MarketMuse uses AI to accelerate content planning, creation and optimization. The MarketMuse platform identifies content quality issues on your site and builds blueprints that show you exactly how to write to cover a topic comprehensively.

Publishers, content creators and e-commerce managers use MarketMuse to realize improvements in search performance.

This is yet another potential tool that customer focused business leaders can add to their arsenal to create world-class customer experiences in their growing business.

People often forget that brand new customers start the very beginning of their customer experience with a company or brand by engaging with their content. White-papers, case studies, blogs, industry reports and podcasts are becoming the new normal for modern marketing efforts to get new people into your sales funnel or customer journey.

In this episode Chuck and Adrian chat through how he has tackled The Four CX Pillars: Team, Tools, Process & Feedback throughout his career + shares some of the tips & tricks that have worked for the team at MarketMuse as they've grown their customer portfolio & revenues.

Episode #167 Highlight Reel:

1. Why we are going to see more CX/CS leaders joining the C-Suite in the future
2. How your content often kicks off your entire customer experience with new customers
3. Improving the way that your company proves your time to value (TTV)
4. Ensuring your company has the right customer focused leader setting you up for success
5. Why communications & expectations setting is paramount for every leadership team

Huge thanks to Chuck for coming on The CXChronicles Podcast and featuring his team's work and efforts in pushing the customer experience and content optimization space into the future.

Click here to learn more about Chuck Frydenborg

Click here to learn more about MarketMuse

If you enjoy The CXChronicles Podcast, please stop by your favorite podcast player and leave us a review. This is the easiest way that we can find new listeners, guests and future customer focused business leaders to tune into our weekly podcast.

And be sure to grab a copy of our book "The Four CX Pillars To Grow Your Business Now" on Amazon + check out the CXChronicles Youtube channel with all of our video episodes & customer focused business leader content!

Reach out to CXC at INFO@cxchronicles.com for more information about how we can help your business make customer happiness a habit!

Support the show (https://cxchronicles.com/)

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Hey CX Nation,

In this week's episode of The CXChronicles Podcast #166 we welcomed Bill Staikos, Senior Vice President of Industry Solutions at Medallia. Medallia is the pioneer and market leader in experience management.

Bill leads the Industry Solutions team globally, they work each day towards bringing deep domain expertise across industries, and in specialty areas including. Analytics/AI/ML, Employee Experience, Digital and Contact Center to help their clients win through customer & employee experience, no matter their level of maturity.

Bill is also the host of the award winning podcast "Be Customer Led" a show that explores how organizations are developing and nurturing customer-led cultures on their journey to create customer and employee experiences that keep their people engaged and coming back for more.

In this episode Bill and Adrian chat through how Bill has tackled The Four CX Pillars: Team, Tools, Process & Feedback in his career + he shares some of the tips & tricks that have worked for the team at Medallia as they've built & grown their customer portfolio & revenues.

Episode #166 Highlight Reel:

1. How helping to run the family diner built Bill's foundation for customer experience success
2. Communicating your values & expectations to help you better understand your customers
3. Why the best CX rock-stars are well-rounded players with a diverse skill & knowledge set
4. Constantly sharing learnings with your customers & team to improve your performance
5. Leveraging team & department scorecards to keep your company's compass aligned

Huge thanks to Bill for coming on The CXChronicles Podcast and featuring his team's work and efforts in pushing the customer experience and success space into the future.

Click here to learn more about Bill Staikos

Click here to learn more about Medallia

Click here to listen to the Be Customer Led Podcast

If you enjoy The CXChronicles Podcast, please stop by your favorite podcast player and leave us a review. This is the easiest way that we can find new listeners, guests and future customer focused business leaders to tune into our weekly podcast.

And be sure to grab a copy of our book "The Four CX Pillars To Grow Your Business Now" on Amazon + check out the CXChronicles Youtube channel with all of our video episodes & customer focused business leader content!

Reach out to CXC at INFO@cxchronicles.com for more information about how we can help your business make customer happiness a habit!

Support the show (https://cxchronicles.com/)

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Hey CX Nation,

In episode #165 of The CXChronicles Podcast we welcomed Aaron Biggs, Vice President of Revenue at Deft based in Chicago, IL.

The Deft team humanizes technology. By actively listening to their clients, learning and collaborating to develop tailored solutions that perfectly fit their customer needs. Deft also designs, builds, operates, secures, and scales unique technology solutions with a singular purpose: to deftly deliver on the promise of technology for their customers.

In this episode Aaron and Adrian chat through how Deft tackles The Four CX Pillars: Team, Tools, Process & Feedback + share some of the tips & tricks that have worked for the team as they've built & grown their customer portfolio & revenue.

Episode #165 Highlight Reel:

1. Building a "Swiss Army Knife" of strategic partners to build and scale your business
2. Creating value-packed information during your discovery calls to attract ICPs
3. Calculating the opportunity cost for properly utilizing your existing tech-stack
4. Building living playbooks that are aligned for your team & customers
5. Democratize your customer feedback now to grow your business faster!

Huge thanks to Aaron for coming on The CXChronicles Podcast and featuring his team's work and efforts in pushing the IT services and IT consulting space into the future.

Click here to learn more about Aaron Biggs

Click here to learn more about Deft

If you enjoy The CXChronicles Podcast, please stop by your favorite podcast player and leave us a review. This is the easiest way that we can find new listeners, guests and future customer focused business leaders to tune into our weekly podcast.

And be sure to grab a copy of our book "The Four CX Pillars To Grow Your Business Now" on Amazon + check out the CXChronicles Youtube channel with all of our video episodes & customer focused business leader content!

Reach out to CXC at INFO@cxchronicles.com for more information about how we can help your business make customer happiness a habit!

Support the show (https://cxchronicles.com/)

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Hey CX Nation,

In episode #164 of The CXChronicles Podcast we welcomed Will Haire, CEO & Founder at BellaVix based in Cary, North Carolina.

BellaVix is a marketplace management agency helping retail brands systematically multiply sales and achieve category domination with the aim to grow sales on Amazon and Walmart.

In this episode Will and Adrian chat through how BellaVix tackles The Four CX Pillars: Team, Tools, Process & Feedback + share some of the tips & tricks that have worked for the team as they've built & grown their customer portfolio & sales performance over time.

Episode #164 Highlight Reel:

1. Building a business focused around optimizing for market places like Amazon and Walmart
2. How Amazon has changed consumer expectations for the future -- we want it right now!
3. Working with people that you trust to ease and support your entrepreneurial journey
4. Building 90 day "blue prints" to keep your business & team focused on its next checkpoint
5. Creating world class teams to produce world class customer experience

Huge thanks to Will for coming on The CXChronicles Podcast and featuring his team's work and efforts in pushing the customer experience, market place and customer success space into the future.

Click here to learn more about Will Haire

Click here to learn more about BellaVix

If you enjoy The CXChronicles Podcast, please stop by your favorite podcast player and leave us a review. This is the easiest way that we can find new listeners, guests and future customer focused business leaders to tune into our weekly podcast.

And be sure to grab a copy of our book "The Four CX Pillars To Grow Your Business Now" on Amazon + check out the CXChronicles Youtube channel with all of our video episodes & customer focused business leader content!

Reach out to CXC at INFO@cxchronicles.com for more information about how we can help your business make customer happiness a habit!

Support the show (https://cxchronicles.com/)

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Hey CX Nation,

In episode #163 of The CXChronicles Podcast we welcomed Nick Francis, Co-Founder & CEO at Help Scout based in Boulder, CO + backed by a fully remote team spread across the globe.

Help Scout is designed with your customers in mind. Provide email and live chat with a personal touch, and deliver help content right where your customers need it, all in one place.

The customer experience is simple and training staff is painless, but Help Scout has all the powerful features that you need to provide great support at scale. With best in-class-reporting, an integrated knowledge base, 50+ integrations and a robust API, Help Scout lets your team focus on what really matters: your customer portfolio.

Help Scout is trusted by 12,000+ customers in over 140 countries, including GrubHub, and AngelList

In this episode Nick and Adrian chat through how Help Scout tackles The Four CX Pillars: Team, Tools, Process & Feedback + share some of the tips & tricks that have worked for the team over at Help Scout as they've built & grown their team & customer portfolio.

Episode #163 Highlight Reel:

1. Getting CX Right helps your company build trust, makes people happy & helps you grow
2. Betting on the best available talent over geography to make a world-class remote team
3. Investing in your business intelligence solution early & piping every possible data set into it
4. Why everything in your company needs to be documented to build optimal living playbooks
5. Building your MVP Voice of Customer (VOC) Task Force to optimize your CX/CS efforts

Huge thanks to Nick for coming on The CXChronicles Podcast and featuring his team's work and efforts in pushing the customer experience and success space into the future.

Click here to learn more about Nick Francis

Click here to learn more about Help Scout

If you enjoy The CXChronicles Podcast, please stop by your favorite podcast player and leave us a review. This is the easiest way that we can find new listeners, guests and future customer focused business leaders to tune into our weekly podcast.

And be sure to grab a copy of our book "The Four CX Pillars To Grow Your Business Now" on Amazon + check out the CXChronicles Youtube channel with all of our video episodes & customer focused business leader content!

Reach out to CXC at INFO@cxchronicles.com for more information about how we can help your business make customer happiness a habit!

Support the show (https://cxchronicles.com/)

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Hey CX Nation,

In episode #162 of The CXChronicles Podcast we welcomed Tony Sternberg, Co-Founder and CEO at ProsperStack based in Minneapolis, MN.

ProsperStack is the drop-in cancellation flow that prevents churn and helps you understand why subscribers leave, so you can make informed product, pricing and remarketing decisions.

Reduce churn by presenting special offers tailored to the specific reasons customers are leaving. Use those same offers to recapture lost revenue from past cancellations.

In this episode Tony and Adrian chat through The Four CX Pillars: Team, Tools, Process & Feedback + share some of the tips & tricks that have worked for the team over at ProsperStack as they've built & grown their team & customer portfolio.

Episode #162 Highlight Reel:

1. Ideas and techniques for mitigating churn & retaining your customers
2. The benefit of working in a variety of industries & companies
3. Having intention & focus with your sales, marketing & growth efforts
4. Learning from other companies about why customers tend to leave or churn
5. Why you should be assessing churn-risk from the point of onboarding

Huge thanks to Tony for coming on The CXChronicles Podcast and featuring his team's work and efforts in pushing the customer experience and success space into the future.

Click here to learn more about Tony Sternberg

Click here to learn more about ProsperStack

If you enjoy The CXChronicles Podcast, please stop by your favorite podcast player and leave us a review. This is the easiest way that we can find new listeners, guests and future customer focused business leaders to tune into our weekly podcast.

And be sure to grab a copy of our book "The Four CX Pillars To Grow Your Business Now" on Amazon + check out the CXChronicles Youtube channel with all of our video episodes & customer focused business leader content!

Reach out to CXC at INFO@cxchronicles.com for more information about how we can help your business make customer happiness a habit!

Support the show (https://cxchronicles.com/)

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Hey CX Nation,

In episode #161 of The CXChronicles Podcast we welcomed James Dodkins from Pega Systems & Rockstar CX based in Solihull, England & Cambridge, MA.

Pega delivers innovative software that crushes business complexity. From increasing customer lifetime value to streamlining service, to boosting efficiency, Pega helps the world’s leading brands solve problems fast and transform their customer's business for tomorrow.

James has written books, delivered speeches & consulted across the world with amazing companies helping other customer focused business leaders unlock their inner rockstar & build a world class customer experience plan for their customers.

In this episode James and Adrian chat through The Four CX Pillars: Team, Tools, Process & Feedback + share some of the tips & tricks that have worked for the team over at Pega & Rockstar CX as they've built & grown their team & customer portfolios.

Episode #161 Highlight Reel:

1. Why building a band & fan base is exactly like building a business & customer base
2. Owning & rocking the unique differentiators within your business & team
3. Understanding the science of your customer behavior to grow your business
4. Why process becomes paramount as your business scales, it's like reading sheet music
5. Focus on mastering the peak and the end of your customer experience as you scale

Huge thanks to James for coming on The CXChronicles Podcast and featuring his work and efforts in pushing the customer experience and success space into the future.

Click here to learn more about James Dodkins

Click here to learn more about Pega

If you enjoy The CXChronicles Podcast, please stop by your favorite podcast player and leave us a review. This is the easiest way that we can find new listeners, guests and future customer focused business leaders to tune into our weekly podcast.

And be sure to grab a copy of our book "The Four CX Pillars To Grow Your Business Now" on Amazon + check out the CXChronicles Youtube channel with all of our video episodes & customer focused business leader content!

Reach out to CXC at INFO@cxchronicles.com for more information about how we can help your business make customer happiness a habit!

Support the show (https://cxchronicles.com/)

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Hey CX Nation,

In episode #160 of The CXChronicles Podcast we welcomed Lisa Marie Fortier, Senior Vice President at Engine Insights based in St.Paul, Minnesota.

ENGINE Insights is the research and analytics division of ENGINE, a global, full-service media and marketing services company.

In this episode Lisa Marie and Adrian chat through The Four CX Pillars: Team, Tools, Process & Feedback + share some of the tips & tricks that have worked for the team over at Engine Insights as they've built & grown their team & customer portfolio.

Episode #160 Highlight Reel:

1. Building research & insights focus areas within your growing company
2. Why every team & role needs to have pliability baked into them
3. Performing regular tool-kit & utilization audits as you scale
4. Why it's paramount to put "guard rails" around your processes
5. Having an "open-door" policy with your customers from day one

Huge thanks to Lisa Marie for coming on The CXChronicles Podcast and featuring her team's work and efforts in pushing the marketing, customer experience, and advertising space into the future.

Click here to learn more about Lisa Marie Fortier

Click here to learn more about Engine

If you enjoy The CXChronicles Podcast, please stop by your favorite podcast player and leave us a review. This is the easiest way that we can find new listeners, guests and future customer focused business leaders to tune into our weekly podcast.

And be sure to grab a copy of our book "The Four CX Pillars To Grow Your Business Now" on Amazon + check out the CXChronicles Youtube channel with all of our video episodes & customer focused business leader content!

Reach out to CXC at INFO@cxchronicles.com for more information about how we can help your business make customer & employee happiness a habit!

Support the show (https://cxchronicles.com/)

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Hey CX Nation,

In episode #159 of The CXChronicles Podcast we welcomed Ugis Balmaks, Founder & Managing Director @ RecruiterMill based in Riga, Latvia.

Recruiter Mill helps online businesses hire A-players. Ugis and his team help their clients with one of the most paramount activities within building any business. Finding, onboarding & retaining awesome employees to manage your customers & processes as you scale.

In this episode we focus on team building & ideas for how your business can optimize the way it builds its future applicant & employee experience roadmap.

The goal should be focused on creating new fans or promoters of your brand by what they experience inside of your hiring & interviewing processes, even if those folks don't land a job with your company, they leave feeling like it would have been a great place to be a part of.

RecruiterMill works exclusively with growth focused companies ( 10-100 employees) & acts as your in-house recruitment partner while you scale your team.

Listen to Ugis and Adrian chat through The Four CX Pillars: Team, Tools, Process & Feedback + share some of the tips & tricks that have worked for RecruiterMill as they've built & grown their business & customer portfolio.

Episode #159 Highlight Reel:

1. Easy ways to improve how you find solutions to your customer problems
2. Tips for recruiting & hiring your first CX/CS executive
3. Leveraging LinkedIn to find incredible new connections & future leaders in your business
4. Why waiting or delaying your hiring decision can cost you an MVP All-Star hire
5. Investing in & leveraging applicant & employee feedback on the regular!

Huge thanks to Ugis for coming on The CXChronicles Podcast and featuring his team's work and efforts in pushing the employee experience, talent acquisition & recruiting space into the future.

Click here to learn more about Ugis Balmarks

Click here to learn more about RecruiterMill

If you enjoy The CXChronicles Podcast, please stop by your favorite podcast player and leave us a review. This is the easiest way that we can find new listeners, guests and future customer focused business leaders to tune into our weekly podcast.

And be sure to grab a copy of our book "The Four CX Pillars To Grow Your Business Now" on Amazon + check out the CXChronicles Youtube channel with all of our video episodes & customer focused business leader content!

Reach out to CXC at INFO@cxchronicles.com for more information about how we can help your business make customer & employee happiness a habit!

Support the show (https://cxchronicles.com/)

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Hey CX Nation,

In episode #158 of The CXChronicles Podcast we welcomed Jonathan Shroyer, Chief Customer Experience Innovation Officer at Arise (Officium Labs) based in Miramar, FL.

Arise Virtual Solutions (Officium Labs) has created a disruptive technology platform that connects the world’s biggest brands with a previously untapped network of small business owners and their agents. This entrepreneurial network of work-from-home Service Partners creates exceptional customer experiences that increase sales, improve loyalty, and speed customer growth.

The Arise® Platform enables Brands to transform the relationship between their company and their customers through state-of-the-art security, access to Brand advocates, and on-demand flexible capacity to handle sudden or seasonal volume changes.

Listen to Jonathan and Adrian chat through The Four CX Pillars: Team, Tools, Process & Feedback + share some of the tips & tricks that have worked for Arise as they've built & grown their business to improve the future of the customer experience & success space.

Episode #158 Highlight Reel:

1. Ideas for building your own customer focused business leader career roadmap & goals
2. Why CX and CS is one of the paramount revenue engines to grow your business
3. How the top 100 CX/CS SaaS solutions are constantly evolving & changing for the future
4. Why third party assessments or CXScorecards can be a game changer for your business
5. Embrace your customer & employee feedback + fail fast, fail forward & fail openly!

Huge thanks to Jonathan for coming on The CXChronicles Podcast and featuring his team's work and efforts in pushing the customer experience & technology space into the future.

Click here to learn more about Jonathan Shroyer

Click here to learn more about Arise

If you enjoy The CXChronicles Podcast, please stop by your favorite podcast player and leave us a review. This is the easiest way that we can find new listeners, guests and future customer focused business leaders to tune into our weekly podcast.

And be sure to grab a copy of our book "The Four CX Pillars To Grow Your Business Now" on Amazon + check out the CXChronicles Youtube channel with all of our video episodes & customer focused business leader content!

Reach out to CXC at INFO@cxchronicles.com for more information about how we can help your business make customer & employee happiness a habit!

Support the show (https://cxchronicles.com/)

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Hey CX Nation,

In episode #157 of The CXChronicles Podcast we welcomed Ryan Stuart, CEO & Founder at Kapiche based in Brisbane, Australia & Salt Lake City, Utah.

Kapiche is a new breed customer insights platform that delivers deep, contextual understanding into your customer’s experience, without manual coding or hand reading thousands of customer comments.

The richest insights are found at the intersection of qualitative and quantitative data from every stage of the customer journey. Kapiche can help your team combine data from any source to make laser-focused business decisions for your organization.

Listen to Ryan and Adrian chat through The Four CX Pillars: Team, Tools, Process & Feedback + share some of the tips & tricks that have worked for Kapiche as they've built & grown their business to improve the future of the customer experience & success space.

Episode #157 Highlight Reel:

1. The emergence of Voice of Customer (VOC) reporting & roles in the CX/CS landscape
2. Understanding Difference Between Sales led cultures vs. Product led cultures
3. Marrying quantitative & qualitative feedback data to provide crystal clear views
4. Capturing, assessing & leveraging feedback data & insights to grow your business
5. Why you must re-think how you collect customer surveys in 2022

Huge thanks to Ryan for coming on The CXChronicles Podcast and featuring his team's work and efforts in pushing the customer experience & technology space into the future.

Click here to learn more about Ryan Stuart

Click here to learn more about Kapiche

If you enjoy The CXChronicles Podcast, please stop by your favorite podcast player and leave us a review. This is the easiest way that we can find new listeners, guests and future customer focused business leaders to tune into our weekly podcast.

Be sure to grab a copy of our book "The Four CX Pillars To Grow Your Business Now" on Amazon + check out the CXChronicles Youtube channel with all of our video episodes & content!

Reach out to CXC at INFO@cxchronicles.com for more information about how we can help your team make customer happiness a habit!

Support the show (https://cxchronicles.com/)

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Hey CX Nation,

In episode #156 of The CXChronicles Podcast we welcomed Daniel Rodriguez, Chief Marketing Officer at Simplr based in Nashville, Tennessee and the co-author of the new book "Experience is Everything".

Simplr® offers companies a human-first, machine-enabled customer experience solution that meets the demands of the NOW Customer across all digital channels. Offering a combination of a uniquely talented, flexible, and scalable staffing pool, AI-based technology, and actionable intelligence.

Simplr allows companies to immediately expand their customer service capacity and engage customers with speed, empathy, and precision as they grow and scale.

Listen to Daniel and Adrian chat through The Four CX Pillars: Team, Tools, Process & Feedback + share some of the tips & tricks that have worked for Simplr as they've built & grown their business & team to improve the future of the customer experience & contact center space.

Episode #156 Highlight Reel:

1. Post COVID consumers are becoming more impatient & brands must prioritize how they can prevent neglecting their customers
2. Why investing in employee experience is becoming an apparent fuel for incredible customer experience
3. Reasons for why market resonance & positive sentiment are paramount for growing your business & market share
4. Ideas for keeping high quality customer & employee experience front & center as your business grows
5. Why proper planning prevents poor performance for most customer facing teams!

Huge thanks to Daniel for coming on The CXChronicles Podcast and featuring his team's work and efforts in pushing the customer experience & technology space into the future.

Click here to learn more about Daniel Rodriguez

Click here to learn more about Simplr

If you enjoy The CXChronicles Podcast, please stop by your favorite podcast player and leave us a review. This is the easiest way that we can find new listeners, guests and future customer focused business leaders to tune into our weekly podcast.

Be sure to grab a copy of our book "The Four CX Pillars To Grow Your Business Now" on Amazon & check out the CXChronicles Youtube channel for videos of all of our episodes, they're actually starting to stack up!

Reach out to CXC at INFO@cxchronicles.com for more information about how we can help your team make customer happiness a habit!

Support the show (https://cxchronicles.com/)

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Hey CX Nation,

In episode #155 of The CXChronicles Podcast we welcomed Michael Yinger, Chief Operating Officer & Co-Founder at Resume Sieve based in Charlotte, North Carolina.

Michael and his team at The Sieve™ are building one of the world's leading candidate evaluation platforms that fast-tracks the resume assessment process. Applicant Tracking Systems (ATS) have been helping businesses with optimizing their hiring efforts & employee experiences for years, but Resume Sieve provides its customers with additional support & technology while searching for the perfect new hire.

Over the course of his career, Michael has delivered positive results for every company he's been apart of, dealt with senior level clients (CxO level) across a variety of industries, and he's established efficient organizations and partnerships across the world, within startups and established companies.

Michael and Adrian also chat through The Four CX Pillars: Team, Tools, Process & Feedback to share some of the tips & tricks that have worked for Resume Sieve as they've built & grown their business & team to help improve the future within the employee experience space.

Episode #155 Highlight Reel:

1. How companies can improve their candidate recruiting & employee experiences
2. Why fast food companies are preparing to pay their employees $20+ per hour in the future
3. Top reasons industry leading companies are adding fractional leadership to their arsenal
4. Ideas for building candidate ranking & weighting scores to prioritize your hiring efforts
5. Why focusing on employee experience & feedback will shape the future of your business

Huge thanks to Michael for coming on The CXChronicles Podcast and featuring his team's work and efforts in pushing the employee experience & recruiting technology space into the future.

Click here to learn more about Michael Yinger

Click here to learn more about Resume Sieve

If you enjoy The CXChronicles Podcast, please stop by your favorite podcast player and leave us a review. This is the easiest way that we can find new listeners, guests and future customer focused business leaders to tune into our weekly podcast.

Be sure to grab a copy of our book "The Four CX Pillars To Grow Your Business Now" on Amazon & check out the CXChronicles Youtube channel for videos of all of our episodes, they're actually starting to stack up!

Reach out to CXC at INFO@cxchronicles.com for more information about how we can help your team make customer happiness a habit!

Support the show (https://cxchronicles.com/)

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Hey CX Nation,

In episode #154 of The CXChronicles Podcast we welcomed Gaurav Bhattacharya, CEO at Involve AI based in Los Angelas, CA.

Similar to CXC, Gaurav & his team are on a mission to make the world's companies more customer centric. Involve.ai organizes all customer data and makes it useful to stop customers from leaving and expand them to increase revenue.

The magic is in the AI to find signals from all unstructured data and predict churn and expansion from sources like CRM, product usage and behavior data, emails, calls, and support channels.

Gaurav and Adrian also chat through The Four CX Pillars: Team, Tools, Process & Feedback to share some of the tips & tricks that have worked for Involve AI as they've built & grown their business & team.

Episode #154 Highlight Reel:

1. Expanding your team's customer health scoring visibility to grow your business
2. Building a team focused on collaboration, humility, ownership & intrinsic motivation
3. The average SMB business uses 11 SaaS tools to manage their customer experience
4. Aggregating your customer data into one place to make it easier to assess & act upon it
5. Building a unique feedback mechanism into your business as it scales & grows

Huge thanks to Gaurav for coming on The CXChronicles Podcast and featuring his team's work and efforts in pushing the customer experience & customer success operations space into the future.

Click here to learn more about Gaurav Bhattacharya

Click here to learn more about Involve AI

If you enjoy The CXChronicles Podcast, please stop by your favorite podcast player and leave us a review. This is the easiest way that we can find new listeners, guests and future customer focused business leaders to tune into our weekly podcast.

Be sure to grab a copy of our book "The Four CX Pillars To Grow Your Business Now" on Amazon & check out the CXChronicles Youtube channel for videos of all of our episodes, they're actually starting to stack up!

Reach out to CXC at INFO@cxchronicles.com for more information about how we can help your team make customer happiness a habit!

Support the show (https://cxchronicles.com/)

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Hey CX Nation,

In episode #153 of The CXChronicles Podcast we welcomed Jeff Rosenblum, Founding Partner of Questus based in New York City.

Jeff Rosenblum is an advertising agency founder, documentary filmmaker and an admitted pain in the ass (his words, not ours). He is widely regarded as one of the leading innovators in the field of digital marketing and has worked on teams that have helped revolutionize market research, publishing, sports broadcasting and interactive advertising.

He is the Founding Partner of Questus, a digital marketing agency that has worked with some of the world’s most influential brands including American Express, Bloomberg, Capital One, Discovery Channel, Disney, Driscoll’s, General Mills, Ford, ESPN, Suzuki Motorcycles, The NFL, Universal Orlando, Verizon and more.

Jeff and Adrian also chat through The Four CX Pillars: Team, Tools, Process & Feedback to share some of the tips & tricks that have worked for Questus as they've built & grown their business & team across the world.

Episode #153 Highlight Reel:

1. Why prioritizing team building & finding awesome people first led to success for Questus
2. How Questus started attracting world known brands as they grew their business
3. Focusing on culture & putting people in the position to do their best work
4. How great entrepreneurs eventually need to learn how to say no to opportunities
5. What positive customer feedback about your team says about your business

Huge thanks to Jeff for coming on The CXChronicles Podcast and featuring his work and efforts in pushing the digital marketing & advertising space into the future.

Click here to learn more about Jeff Rosenblum

Click here to learn more about Questus

If you enjoy The CXChronicles Podcast, please stop by your favorite podcast player and leave us a review. This is the easiest way that we can find new listeners, guests and future CX'ers & Customer Success professionals to tune into our weekly customer focused business leader show.

Be sure to grab a copy of our book "The Four CX Pillars To Grow Your Business Now" on Amazon & check out the CXChronicles Youtube channel for videos of all of our episodes, they're actually starting to stack up!

Reach out to CXC at INFO@cxchronicles.com for more information about how we can help your team make customer happiness a habit!

Support the show (https://cxchronicles.com/)

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Hey CX Nation,

In episode #152 of The CXChronicles Podcast we welcomed Sam Ruben, Chief Sustainability Officer at Mighty Buildings, based in Oakland, California.

Sam Ruben brings a sustainability and innovation focus to everything he does. He is passionate that today’s organizations consider sustainability as a core aspect, not merely as a moral principle but as an avenue towards an improved bottom line and increased brand value and overall customer & employee experiences.

Sam worked with the Bay Area Climate Collaborative to develop a marketing plan to encourage fleet managers to buy EVs; helped the City of Berkeley launch its Open Data Portal, including developing focus groups and other community outreach strategies and attention-grabbing infographics; and developed an operations plan for a sustainable seaweed farm for Olazul which has since spun off a for-profit entity to bring the seaweed to market.

His work has resulted in savings of more than (pay attention to these KPIs below):

• $9,720,343
• 19,298,227 kWh of Electricity
• 51,133,599 gallons of Water
• 21,045 therms of Natural Gas
• 5,970 tons of Waste
• 834,953 metric tons of CO2

Sam and Adrian also chat through The Four CX Pillars: Team, Tools, Process & Feedback to share some of the tips & tricks that have worked for Mighty Buildings as they've built & grown their business & team across the world.

Episode #152 Highlight Reel:

1. Building sustainable, high-quality, 3D printed homes to help save the environment
2. Constructing a diverse, skilled, international team of SME's to create a distinct advantage
3. What's the point of collecting all of the data in the world if you don't know how to share it?
4. Why webbing and stitching your CX/CS strategy together is a team sport
5. How unlocking your customer's passion points can change the world!

Huge thanks to Sam for coming on The CXChronicles Podcast and featuring his work and efforts in pushing the sustainable, 3D printed housing & development space into the future.

Click here to learn more about Sam Ruben

Click here to learn more about Mighty Buildings

If you enjoy The CXChronicles Podcast, please stop by your favorite podcast player and leave us a review. This is the easiest way that we can find new listeners, guests and future CX'ers & Customer Success professionals to tune into our weekly customer focused business leader show.

Be sure to grab a copy of our book "The Four CX Pillars To Grow Your Business Now" on Amazon & check out the CXChronicles Youtube channel for videos of all of our episodes, they're actually starting to stack up!

Reach out to CXC at INFO@cxchronicles.com for more information about how we can help your team make customer happiness a habit!

Support the show (https://cxchronicles.com/)

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Hey CX Nation,

First things first, Happy New Year's to everyone, I hope that all of you had an awesome holiday season!

This is the first episode of Season 5 of The CXChronicles Podcast and we wanted to kick the year off with a bang (crazy to look back and see that we have 150+ episodes of the podcast).

In episode #151 of The CXChronicles Podcast we welcomed Robert Hall also know as "Slobby Robby based out of Tucson, AZ.

Slobby Robby (real name – Robert Hall) is an American store owner and reality TV star who sells and collects vintage clothing and memorabilia from the 1980s and 1990s, including bootleg clothing, games, toys, sneakers, jerseys, jewelry, and luxury leather bags.

In addition, Robby refurbishes vintage pieces to make them more current. In 2018, the Slobby's World television series was released. It also ran on Netflix. The show follows Hall and his staff as they search for and evaluate unique collectibles, toys, and clothing from across the US.

Robby and Adrian also chat through The Four CX Pillars: Team, Tools, Process & Feedback to share some of the tips & tricks that have worked Generation Cool as they've built & grown their business.

Episode #151 Highlight Reel:

1. Prioritize team building & delegation before any of the other CX Pillars
2. Why every business owner needs to find their own unique tool-kit for growth
3. Why timing, luck and remaining persistent creates organic success
4. Understanding the value of creating content in your subject matter expertise area
5. Leveraging customer feedback to grow the business & Generation Cool community

Huge thanks to Robby for coming on The CXChronicles Podcast and featuring his work and efforts in pushing the vintage collectables space into the future.

Click here to learn more about Robert Hall

Click here to learn more about Generation Cool

If you enjoy The CXChronicles Podcast, please stop by your favorite podcast player and leave us a review. This is the easiest way that we can find new listeners, guests and future CX'ers & Customer Success pros to tune into our weekly show.

Be sure to grab a copy of our book "The Four CX Pillars To Grow Your Business Now" on Amazon!

Reach out to CXC at INFO@cxchronicles.com for more information about how we can help you make customer happiness a habit!

Support the show (https://cxchronicles.com/)

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Hey CX Nation,

In episode #150 of The CXChronicles Podcast we welcomed Fred Reichheld, Bain Fellow at Bain & Company based in Boston, MA.

Bain & Company is a global consultancy that helps the world’s most ambitious change makers define the future.

Fred Reichheld is the creator of the Net Promoter System℠ (NPS®) and one of the world’s leading experts on customer and employee loyalty. The best-selling author of four books on loyalty, he is a fellow at Bain & Company and founder of Bain’s Loyalty practice, which helps companies achieve results through customer and employee loyalty.

His latest book, coauthored with Bain’s Rob Markey, is The Ultimate Question 2.0: How Net Promoter Companies Thrive in a Customer-Driven World (Harvard Business Press, 2011). In the book, Fred and Rob examine how NPS practitioners, including Apple Retail, Philips, Charles Schwab, Allianz, American Express and Intuit, have utilized this system to generate extraordinary results.

They also explain how NPS helps companies become truly customer-centric, unleashing profitable growth by systematically converting more customers into promoters and fewer into detractors.

Fred and Adrian also chat through The Four CX Pillars: Team, Tools, Process & Feedback to share some of the tips & tricks that have worked for Bain & Company as they've built & grown their business across the globe.

Episode #150 Highlight Reel:

1. Why making your customer's life better always drives profits & future growth
2. What drove Fred to create the Net Promoter Score (NPS) & why it drives innovation
3. Why high scoring NPS public companies outperformed the rest of the market
4. How great leaders set their team up for success & create amazing places to work
5. Speaking truth to create power and market dominance as you scale

Huge thanks to Fred for coming on the CXCP and featuring his work and efforts in pushing the customer experience & customer success space into the future.

Click here to learn more about Fred Reichheld

Click here to learn more about Bain & Company

If you enjoy The CXChronicles Podcast, please stop by your favorite podcast player and leave us a review. This is the easiest way that we can find new listeners, guests and future CX'ers & Customer Success pros to tune into our weekly show.

Be sure to grab a copy of our book "The Four CX Pillars To Grow Your Business Now" on Amazon!

Reach out to CXC at INFO@cxchronicles.com for more information about how we can help you make customer happiness a habit!

Support the show (https://cxchronicles.com/)

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Hey CX Nation,

In episode #149 of The CXChronicles Podcast we welcomed Michael Epstein, Principal at PostPilot based in Greenville, SC.

PostPilot helps businesses create and manage Direct Mail campaigns to reach existing and potential customers.

PostPilot exists for the sole purpose of eliminating all of the pain-points that businesses of any size currently deal with in attempting to implement an effective Direct Mail strategy.

Adrian and Michael also chat through The Four CX Pillars: Team, Tools, Process & Feedback to share some of the tips & tricks that have worked for Simon and his team as they've built & grown their business.

Episode #149 Highlight Reel:

1. Leveraging postcard marketing to ignite your marketing & demand generation performance
2. How you get your first customers through the door and using your product or services
3. Understanding & improving your marketing ROI & performance tracking
4. Understanding your customer journey & multi-threading your marketing activities
5. Focusing on up-selling & cross-selling to the customers you already have

Huge thanks to Michael for coming on the CXCP and featuring his team's work and efforts in pushing the post card marketing space into the future.

Click here to learn more about Michael Epstein

Click here to learn more about PostPilot

If you enjoy The CXChronicles Podcast, please stop by your favorite podcast player and leave us a review, this is the easiest way that we can find new listeners, guests and future CX'ers & Customer Success pros to tune into our customer focused business leader show.

With the holidays coming up be sure to grab a copy of our book "The Four CX Pillars To Grow Your Business Now" on Amazon!

Reach out to CXC at INFO@cxchronicles.com for more information about how we can help you and your team improve your overall CX/CS efforts as we get ready to head into another brand new year.

And as always folks -- remember to make happiness a habit!

Support the show (https://cxchronicles.com/)

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Hey CX Nation,

In episode #148 of The CXChronicles Podcast we welcomed Simon Severino, CEO and Business Growth Coach at Strategy Sprints based in Austria.

Strategy Sprints is currently working with a number of awesome startups, growth focused executives & leading brands around the world helping them get better clients, & focusing on doubling their revenues in 90 days .

Simon talks with the CXNation about how they can create better marketing strategies, which leads to repeatable sales & over time improves your company's operations as you scale.

Adrian and Simon also chat through The Four CX Pillars: Team, Tools, Process & Feedback to share some of the tips & tricks that have worked for Simon and his team as they've built & grown their business.

Episode #148 Highlight Reel:

1. Ideas for how business owners can begin getting out of the weeds to improve their business
2. Increasing your conversion rates & customizing the "art of the deal" with your customers
3. The power of focus & picking 3 core KPIs over the next 30 days that will help drive growth
4. Solving your customers problems & doing it extremely well, over & over again
5. Ask your customers what's working, what's not working, what else do you need, & who else needs this?

Huge thanks to Simon for coming on the CXCP and featuring his team's work and efforts in pushing the demand generation and growth optimization space into the future.

Click here to learn more about Simon Severino

Click here to learn more about Strategy Sprints

If you enjoy The CXChronicles Podcast, please stop by your favorite podcast player and leave us a review, this is the easiest way that we can find new listeners, guests and future CX'ers & Customer Success pros to tune into our customer focused business leader show.

With the holidays coming up be sure to grab a copy of our book "The Four CX Pillars To Grow Your Business Now" on Amazon!

Reach out to CXC at INFO@cxchronicles.com for more information about how we can help you and your team improve your overall CX/CS efforts as we get ready to head into another brand new year.

And as always folks -- remember to make happiness a habit!

Support the show (https://cxchronicles.com/)

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Hey CX Nation,

In episode #147 of The CXChronicles Podcast we welcomed Mike Myer, CEO and Founder at Quiq based in Bozeman, MT.

Quiq is powering the next generation of business to consumer communications through async messaging. People text all the time with family and friends -- why not text with every business that you support?

Through Conversational AI and Next Gen Contact Center, Quiq's Conversational Platform drives increased revenue, improved efficiency and higher CSAT for clients in eCommerce and Customer Care.

Adrian and Mike chat through The Four CX Pillars: Team, Tools, Process & Feedback to share some of the tips & tricks that have worked for Quiq as they've built & grown their company and team.

Episode #147 Highlight Reel:

1. What it's like selling your company to Oracle early on in your career & finding that major first win as an entrepreneur.
2. How every business can text message with their customers like they do their family & friends
3. Why Facebook, Apple, & Google have all invested in building their text messaging platforms
4. Leveraging asynchronous messaging throughout the customer journey & buying process
5. Why managing your customer messaging through text can be far more cost effective & lead to higher satisfaction

Huge thanks to Mike for coming on the CXCP and featuring his team's work and efforts in pushing the customer communications space into the future.

Click here to learn more about Mike Myer

Click here to learn more about Quiq

If you enjoy The CXChronicles Podcast, please stop by your favorite podcast player and leave us a review, this is the easiest way that we can find new listeners, guests and future CX'ers & Customer Success pros to tune into our customer focused business leader show.

And with the holidays coming up be sure to grab a copy of our book "The Four CX Pillars To Grow Your Business Now" on Amazon! We also have team rates if you're looking to scoop-up several copies for your CX or CS team.

Reach out to CXC at INFO@cxchronicles.com for more information & please remember to make happiness a habit!

Support the show (https://cxchronicles.com/)

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Hey CX Nation,

In episode #146 of The CXChronicles Podcast we welcomed Chelsea Bedard, Chief Revenue Officer at Cann based in Los Angelas, CA.

Cann is the #1 selling THC-infused beverage in California according to BDS Analytics. Founded by Stanford and Harvard graduates, Cann is reshaping social drinking with their microdosed, non-alcoholic beverages that deliver a perfect, uplifting feeling every time.

Chelsea shares her experiences of building the sales & revenue team at Cann and what she's learned on her personal journey about finding new customers, understanding their needs and working hard at keeping them coming back again and again in the future.

Adrian and Chelsea chat through The Four CX Pillars: Team, Tools, Process & Feedback to share some of the tips & tricks that have worked for Cann as they've built & grown their company and team.

Episode #146 Highlight Reel:

1. How Cann is taking a totally different twist on the burgeoning cannabis industry & changing the future of drinking
2. Building a diverse team focused on solving problems & collaborating at all costs
3. Leveraging product & merchandise placement to get your product visibility higher & increase sales
4. Why managing your company's mistakes is one of the biggest hurdles for any business as it scales
5. The power of using the start, stop, continue methodology!

Huge thanks to Chelsea for coming on the CXCP and featuring her team's work and efforts in pushing the THC-infused beverage space into the future!

Click here to learn more about Chelsea Bedard

Click here to learn more about Cann

If you enjoy The CXChronicles Podcast, please stop by your favorite podcast player and leave us a review, this is the easiest way we can find new listeners, guests and future CX'ers & be sure to grab a copy of our book "The Four CX Pillars To Grow Your Business on Amazon today!

Reach out to us now at INFO@cxchronicles.com for more information

Support the show (https://cxchronicles.com/)

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Hey CX Nation,

In episode #145 of The CXChronicles Podcast we welcomed Jason Hennessey, CEO at Hennessey Digital based in Los Angelas, CA.

Jason Hennessey is an internationally-recognized SEO expert, author, speaker, entrepreneur, and business executive. Since 2001, Jason has been reverse-engineering the Google algorithm as a self-taught student and practitioner of SEO and search marketing.

His expertise led him to grow and sell multiple businesses, starting with a dot-com in the wedding industry. After presenting his SEO knowledge to a group of lawyers in 2009, Jason founded and later sold Everspark Interactive, cementing his reputation as a thought leader and authority in SEO for the legal industry.

As CEO of Hennessey Digital since 2015, Jason grew a small consultancy to a $10MM+ business that made the Inc. 5000 list for the second year in a row in 2020, and he also runs SEO industry news site iloveseo.com.

Adrian and Jason chat through The Four CX Pillars: Team, Tools, Process & Feedback to share some of the tips & tricks that have worked for Hennessey Digital as they've built & grown their company and team.

Episode #145 Highlight Reel:

1. Learning from other successful entrepreneurs to build your personal playbook for success
2. Leveraging the power of SEO to help future customers find your business & brand
3. Using case studies and past customer success stories to grow your business
4. Focusing on team building & leveraging others experience to drive business growth
5. How you can convert customer & employee feedback into tomorrow's great ideas for your scaling business

Huge thanks to Jason for coming on the CXCP and featuring his team's work and efforts in pushing the talent & location intelligence space into the future!

Click here to learn more about Jason Hennessey

Click here to learn more about Hennessey Digital

If you enjoy The CXChronicles Podcast, please stop by your favorite podcast player and leave us a review, this is the easiest way we can find new listeners, guests and future CX'ers & be sure to grab a copy of our book "The Four CX Pillars To Grow Your Business on Amazon today!

Reach out to us now at INFO@cxchronicles.com for more information

Support the show (https://cxchronicles.com/)

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Hey CX Nation,

In episode #144 of The CXChronicles Podcast we welcomed Dave Withers, CEO at Vertis in the San Francisco Bay area.

The Vertis Market Intelligence Platform leverages billions of data points and proprietary data science to help business leaders implement data-driven talent and location strategies.

Their platform delivers dynamic insights to executive, HR, and real estate leaders in high-growth enterprise organizations, allowing them to make accurate, data-driven decisions about talent, real estate, and workforce expansion.

Adrian and Dave chat through The Four CX Pillars: Team, Tools, Process & Feedback to share some of the tips & tricks that have worked for Vertis as they've built their company and team.

Episode #144 Highlight Reel:

1. Why it's imperative to focus on building your startup or scale up with people you trust & have worked with in the past
2. Why joining companies at different stages can be a "game-changer" for your career
3. How talent & location intelligence can separate your business from its competition
4. What are some immediate ways that your business can further leverage its data
5. Improving the way that your team socializes customer & employee feedback

Huge thanks to Dave for coming on the CXCP and featuring his team's work and efforts in pushing the talent & location intelligence space into the future!

Click here to learn more about Dave Withers

Click here to learn more about Vertis

If you enjoy The CXChronicles Podcast, please stop by your favorite podcast player and leave us a review, this is the easiest way we can find new listeners, guests and future CX'ers & be sure to grab a copy of our book "The Four CX Pillars To Grow Your Business on Amazon today!

CXChronicles -- Customer Experience Managed Services

Reach out to us now at Info@cxchronicles.com for more information

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Hey CX Nation,

In episode #143 of The CXChronicles Podcast we welcomed Eli Schwartz, growth advisor & best selling author of #1 rated book on Amazon "Product-Led SEO, The Why Behind Building Your Organic Growth Strategy".

Eli and his team work with enterprises and startups to help them develop and implement growth strategies to scale their organic visibility in search.

Eli's Clients include: Tinder, Coinbase, Gusto, Automattic, Insight Timer, Getaround, Handshake, Faire, Mixpanel, BlueNile, ThePillClub, G2, AllTrails, Gametime, and others.

Adrian and Eli chat through The Four CX Pillars: Team, Tools, Process & Feedback to share some of the tips & tricks that have worked for Eli over the years as he's worked with some major global brands.

Episode #143 Highlight Reel:

1. Thinking about organic growth activities to grow your business
2. Understanding how you can leverage SEO to find new leads & prospects
3. How to manage your ICP search experience & journey
4. Leveraging customer surveys to understand their ever-changing needs
5. Using customer listening tours to remain focused on what matters most

Huge thanks to Eli for coming on the CXCP and featuring his team's work and efforts in pushing the SEO and growth-demand generation space into the future!

Click here to learn more about Eli Schwartz

Click here to learn more about Product Led SEO

If you enjoy The CXChronicles Podcast, please stop by your favorite podcast player and leave us a review, this is the easiest way we can find new listeners, guests and future CX'ers & be sure to grab a copy of our book "The Four CX Pillars To Grow Your Business on Amazon today!

CXChronicles -- Customer Experience Managed Services

Reach out to us now at Info@cxchronicles.com for more information

www.cxchronicles.com

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Hey CX Nation,

In episode #142 of The CXChronicles Podcast we dusted off the old CX Weekly Update format (back from popular demand) & chatted through a bunch of year end tips for all of you customer focused business leaders.

Adrian chats through a number of ideas around how your team can use The Four CX Pillars: Team, Tools, Process & Feedback framework to perform your end of year CX/CS audit.

This will create tons of fuel and ammo for your 2022 team kick-off and project planning efforts over the next couple of weeks leading up to the holidays.

Episode #142 Highlight Reel:

1. Thinking about surveys & collecting customer feedback
2. Response time and getting back to folks quickly
3. Leveraging leadership & executive sponsors to drive customer retention
4. Understanding & building upon customer needs
5. Invest in updated customer journey maps heading into next year

Huge thanks to all of you for following the CXCPodcast each week and being apart of building the "CX Nation" one of the fastest growing communities of customer experience & customer success professionals in the world!

Click here to learn more about CXC

If you enjoy The CXChronicles Podcast, please stop by your favorite podcast player and leave us a review, this is the easiest way we can find new listeners, guests and future CX'ers & be sure to grab a copy of our book "The Four CX Pillars To Grow Your Business on Amazon today!

Ask CXChronicles How You Can Learn More About Our Customer Experience Managed Services

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Hey CX Nation,

In episode #141 of The CXChronicles Podcast we welcomed Jesson Bradshaw, CEO at Energy Ogre based in Houston, TX.

Savvy Texans trust Energy Ogre to ensure they never overpay for electricity again. Their team of industry experts and developers revolutionized the electricity marketplace with proprietary technology that analyzes hundreds of electricity plans available, considers all of the market variables, and identifies the one tailor-made to fit your unique usage profile.

Year after year, their members enjoy the freedom and convenience of relying on them to manage their electricity, confident they are always getting a fair deal at a fair price.

Adrian and Jesson chat through how the team at Energy Ogre has approached The Four CX Pillars: Team, Tools, Process & Feedback as they've scaled and grown their team into the future.

Episode #141 Highlight Reel:

1. Saying goodbye to your comfortable paycheck & starting your own business
2. Leveraging your subject matter expertise niche & building within that space
3. Finding the right type of employees & developing your team as you scale
4. Identifying the leading technology solutions in your space & leveraging them to grow
5. Finding your new balance for remotely serving your customers

Huge thanks to Jesson for coming on the CXCP and featuring his team's work and efforts in building Energy Ogre!

Click here to learn more about Jesson Bradshaw

Click here to learn more about Energy Ogre

If you enjoy The CXChronicles Podcast, please stop by your favorite podcast player and leave us a review, this is the easiest way we can find new listeners, guests and future CX'ers & be sure to grab a copy of our book "The Four CX Pillars To Grow Your Business on Amazon today!

CXChronicles -- Customer Experience Managed Services

Reach out to us now at Info@cxchronicles.com for more information

www.cxchronicles.com

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Hey CX Nation,

In episode #140 of The CXChronicles Podcast we welcomed Nathan Foy, CEO at Fortis based in Greenville, SC.

FORTIS is the global leader in secure private travel offering a full spectrum of services including 5-star secure chauffeured service, executive protection, and concierge for the world’s most discerning traveler. Offering service in over 1000 cities in 114 countries, the organization ranks among INC 5000s Fastest Growing Companies in the United States and was recently named to the prestigious Best Places to Work in South Carolina 2020.

Headquartered in Greenville, South Carolina with offices in Hong Kong and KSA, Fortis has provided innovative solutions for all aspects of secure private travel since its founding in 2000. To learn more, visit Fortis.co

Adrian and Nathan chat through how the team at Fortis has approached The Four CX Pillars: Team, Tools, Process & Feedback as they've scaled and grown their team into hundreds of people.

Episode #140 Highlight Reel:

1. Building a global 24/7 secure private travel experience company for the world's most discerning & experienced travelers
2. Ideas for building your international team & partner network to scale across the globe
3. Focusing on tools & process to keep your global team informed & under control as you scale
4. Building flywheels inside of your business to expedite growth & traction
5. How agile CX can overhaul your company over night

Huge thanks to Nathan for coming on the CXCP and featuring his team's work and efforts in building Fortis!

Click here to learn more about Nathan Foy

Click here to learn more about Fortis

If you enjoy The CXChronicles Podcast, please stop by your favorite podcast player and leave us a review, this is the easiest way we can find new listeners, guests and future CX'ers & be sure to grab a copy of our book "The Four CX Pillars To Grow Your Business on Amazon today!

CXChronicles -- Customer Experience Managed Services

Reach out to us now at Info@cxchronicles.com for more information

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Hey CX Nation,

In episode #139 of The CXChronicles Podcast we welcomed Jose Herrera, CEO at Hire Horatio CX based in New York City.

Horatio is a next-generation and tech-enabled customer support outsourcing firm aimed at providing a reliable and trusted handpicked team to allow businesses to “do what they do best and Hire Horatio for the rest.” Horatio partners with high-growth and innovative companies to develop their customer support strategy and provides a dedicated handpicked team to execute.

Jose and Adrian chat through how the team at Horatio has approached The Four CX Pillars: Team, Tools, Process & Feedback as they've scaled and grown their team into hundreds of people.

Episode #139 Highlight Reel:

1. Building a modern customer support team for high growth, digitally focused companies
2. Leveraging tools like Zendesk, Kustomer, Gorgious, Gladly and other SaaS solutions
3. How to build your team's customer experience living playbook for success
4. Best practice ideas for getting your team to adopt & utilize your internal tools
5. Why focusing on your team, culture and overall mission is key to EX success

Huge thanks to Jose for coming on the CXCP and featuring his team's work and efforts in pushing the customer experience & service world into the future.

Click here to learn more about Jose Herrera

Click here to learn more about Hire Horatio CX

If you enjoy The CXChronicles Podcast, please stop by your favorite podcast player and leave us a review, this is the easiest way we can find new listeners, guests and future CX'ers & be sure to grab a copy of our book "The Four CX Pillars To Grow Your Business on Amazon today!

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Hey CX Nation,

In episode #138 of The CXChronicles Podcast we welcomed Vasco Pedro, CEO at Unbabel based in San Francisco, CA & Lisbon, Portugal.

Unbabel eliminates language barriers so that businesses can thrive across cultures and geographies.

The company’s language operations platform blends advanced artificial intelligence with human editors, for fast, efficient, high-quality translations that get smarter over time. Unbabel integrates seamlessly in any channel, so agents can deliver consistent multilingual support from within their existing workflows. Making it easy for enterprises to grow into new markets and build customer trust in every corner of the world.

Based in San Francisco, Calif., Unbabel works with leading customer support teams at brands such as Microsoft, Panasonic, Booking.com and Logitech, to communicate effortlessly with customers around the world, no matter what language they speak.

Episode #138 Highlight Reel:

1. How Unbabel is helping companies across the world with communicating with their customers & employees
2. Why not being language dependent leads to better CX and customer support
3. How COVID has changed the way teams communicates & collaborates
4. Why companies that are comfortable working asynchronously will dominate the future
5. As you scale there's a tendency to lean towards best in class solutions to drive growth

Huge thanks to Vasco for coming on the CXCP and featuring his team's work and efforts in pushing the customer experience & language & communications world into the future.

Click here to learn more about Vasco Pedro

Click here to learn more about Unbabel

If you enjoy The CXChronicles Podcast, please stop by your favorite podcast player and leave us a review, this is the easiest way we can find new listeners, guests and future CX'ers & be sure to grab a copy of our book "The Four CX Pillars To Grow Your Business on Amazon today!

Support the show (https://cxchronicles.com/)

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Hey CX Nation,

In episode #137 of The CXChronicles Podcast we welcomed Dorian Stone, Head of Organizations Revenue at Grammarly based in San Francisco, CA.

Grammarly’s digital writing assistant helps 30 million people and 30,000 teams write more clearly and effectively every day. In building a product that scales across multiple platforms and devices, Grammarly works to empower users whenever and wherever they communicate.

Dorian shares his personal customer focused business leader journey + dives into the way that he thinks about The Four CX Pillars & how his team at Grammarly has shaped their team, tools, process & feedback as they scale.

Episode #137 Highlight Reel:

1. Understanding the benefits of communicating effectively in a growth focused business
2. Ideas for how you can begin triggering employee engagement & increase talent retention
3. Why AI driven writing assistance technology will help grow your business & team
4. Mitigating context switching with your tool-kit to optimize your CX & EX
5. How to build 360 listening into your business, internally & externally

Huge thanks to Dorian for coming on the CXCP and featuring his team's work and efforts in pushing the customer experience & AI powered writing assistant world into the future.

Click here to learn more about Dorian Stone

Click here to learn more about Grammarly

If you enjoy The CXChronicles Podcast, please stop by your favorite podcast player and leave us a review, this is the easiest way we can find new listeners, guests and future CX'ers & be sure to grab a copy of our book "The Four CX Pillars To Grow Your Business on Amazon today!

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Hey CX Nation,

In episode #136 of The CXChronicles Podcast we had the pleasure of welcoming Jason Ten Pow, CEO at ONR based in Toronto, Ontario.

Jason and his team show brands how to fundamentally transform their approach to Customer Experience. They help to re-set the CX dial, re-imagine relationships and build trust between brands and customers.

Episode #136 Highlight Reel:

1. What it takes to build unbreakable relationships with your customers
2. How leading companies transform their organizations by investing in CX
3. Collecting customer feedback data is the start but what are you going to do with it?
4. Leveraging tools & processes to build unbreakable customer relationships
5. Why CX is a top down initiative and investment for most companies!

Huge thanks to Jason for coming on the CXCP and featuring his team's work and efforts in pushing the customer experience & digital marketing space into the future.

Click here to learn more about Jason Ten Pow

Click here to learn more about ONR CX

If you enjoy The CXChronicles Podcast, please stop by your favorite podcast player and leave us a review, this is the easiest way we can find new listeners, guests and future CX'ers & be sure to grab a copy of our book "The Four CX Pillars To Grow Your Business on Amazon today!

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Hey CX Nation,

In episode #135 of The CXChronicles Podcast we had the pleasure of having Dennis Yu, CEO at BlitzMetrics based in Albany, CA on the show!

BlitzMetrics is a digital marketing company that focuses on identifying & optimizing for key customer insights and works with amazing global brands like The Golden State Warriors, Nike, Starbucks, American Airlines and Rosetta Stone.

This was one of our very best episodes of CXCP to date so be sure to tune into this week's episode!

Episode #135 Highlight Reel:

1. Investing in mentorship and apprenticeship to help build your business
2. Curating meaningful customer & employee experiences to drive growth
3. Working with companies like American Airlines, Red Bull, & Nike
4. Understanding customer engagement views across all your channels
5. Taking action on customer & employee feedback, not just paying it lip service!

Huge thanks to Dennis for coming on the CXCP and featuring his team's work and efforts in pushing the customer experience & digital marketing space into the future.

Click here to learn more about Dennis Yu

Click here to learn more about BlitzMetrics

If you enjoy The CXChronicles Podcast, please stop by your favorite podcast player and leave us a review, this is the easiest way we can find new listeners, guests and future CX'ers & be sure to grab a copy of our book "The Four CX Pillars To Grow Your Business on Amazon today!

Adrian Brady-Cesana
Founder and Chief Experience Officer
CXChronicles.com

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In episode #134 of The CXChronicles Podcast we welcomed Nate Joens Co Founder at Structurely based out of Ames, Iowa.

Structurely's conversational AI technology is leading the way in sales and marketing, structuring conversations to engage leads at scale.

With two-way conversation, their AI Assistant engages online prospects, qualifies them for a personalized experience, and nurtures these lead relationships through intelligent engagement.

Nathan joins the CXCP to talk about his experience optimizing and focusing on The Four CX Pillars: Team, Tools, Process & Feedback while building & scaling Structurely.

Episode #134 Highlight Reel:

1. Collecting market based feedback to validate your business idea
2. Why building life-like AI is not easy for most companies
3. The art of following-up with your leads & prospects to create new business
4. Texting with your customers to personalize your customer experience
5. Constantly understanding new use-cases for your product & service offerings

Huge thanks to Nathan for coming on The CXCP and featuring his team's work and efforts in pushing the customer experience & success space into the future.

Click here to learn more about Nathan Joens

Click here to learn more about Structurely

If you enjoy The CXChronicles Podcast, please stop by your favorite podcast player and leave us a review, this is the easiest way we can find new listeners, guests and future CX'ers!

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In episode #133 of The CXChronicles Podcast we welcomed Mahesh Ram, CEO at Solvvy based in San Mateo, CA.

Solvvy delivers brilliant customer experiences through its next-gen chatbot and automation platform. Their clients enjoy self-service rates as high as 70% along with higher customer satisfaction, better customer insights, and improved operational efficiencies.

Powered by advanced AI and Natural Language Processing (NLP), Solvvy resolves issues with speed and scale for over 500 Million users of the world’s top brands including HelloFresh, Vimeo, Under Armour, Twilio, Calm, GoFundMe, Stash, and Ring.

Mahesh talks about the important lessons that he's learned about optimizing The Four CX Pillars: Team, Tools, Process & Feedback throughout his personal journey and there's tons of valuable insights loaded into this episode about building Solvvy.

Episode #133 Highlight Reel:

1. How do we make technology more useful for human beings
2. Building personalized support & service within your customer base
3. Leveraging the categorization of issues & taking immediate action
4. Making customer adoption of your product or service a constant key focus area
5. Building Updated Voice of Customer (VOC) & Voice of Product (VOP) reporting

Huge thanks to Mahesh for coming on the CXCP and featuring his team's work and efforts in pushing the customer experience & success space into the future.

Click here to learn more about Mahesh Ram

Click here to learn more about Solvvy

If you enjoy The CXChronicles Podcast, please stop by your favorite podcast player and leave us a review, this is the easiest way we can find new listeners, guests and future CX'ers!

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In episode #132 of The CXChronicles Podcast we welcomed Eric Gibbs President, Americas at Ouriginal with headquarters based in Stockholm, Sweden.

Ouriginal is the fusion of PlagScan and Urkund, two established and trusted names in plagiarism detection, and an authoritative European voice in the fight against plagiarism.

Eric and has team have combined expertise spanning decades, and have helped to build the award-winning software solutions designed to enable educators and other users to assess the authenticity and originality of any text.

The company offers its web-based subscription services to academic institutions, corporations and governmental entities to support institutional quality and authenticity of work initiatives.

Eric talks about the important lessons that he's learned about optimizing The Four CX Pillars throughout his personal journey and there's tons of valuable insights loaded into this episode.

Episode #132 Highlight Reel:
1. What it was like learning & being mentored by Paul Romer the former Chief Economist of the World Bank and 2018 Nobel Memorial Prize in Economic Sciences (shared with William Nordhaus) for his work in endogenous growth theory. 2. Experience building the world's leading anti-plagiarism software solution 3. How failing fast, early & often can lead you to your biggest future successes 4. If your business is not adaptable, you're on your way to being dead 5. How to rinse, wash & repeat on your customer & employee success

Huge thanks to Eric for coming on the CXCP and featuring his team's work and efforts in pushing the plagiarism detection & authenticity and originality of text space into the future.

Click here to learn more about Eric Gibbs

Click here to learn more about Ouriginal

If you enjoy The CXChronicles Podcast, please stop by your favorite podcast player and leave us a review, this is the easiest way we can find new listeners, guests and future CX'ers!

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In episode #131 of The CXChronicles Podcast we welcomed Howard Tiersky, CEO at Fromm, The Digital Transformation Agency based in New York, NY.

FROM helps companies transform from where they are now to where they need to be to succeed with today’s digital-first customers.

Howard's team develops new digital products for shopping, banking, travel and entertainment. The team at Fromm optimizes existing platforms, to make them more engaging and more profitable.

The Fromm team is comprised of an amazing team of inspiring leaders, strategists, designers and technologists and work with some of the world’s leading brands to improve the customer experience – online, in store, and everywhere they need to be in today's world.

Episode #131 Highlight Reel:

1. How early life experiences in theatre led Howard to building a company focused on customer & digital experience optimization
2. How to define what your version of business success looks like within your company
3. Learning early on in the process what customers really care about while building your business
4. How to invest in the right tools while growing & scaling your business
5. Why companies that achieve scale tend to have ample time & investments in process curation & optimization based on customer & employee feedback!

Huge thanks to Howard for coming on the CXCP and featuring his team's work and efforts in pushing the customer experience & digital transformation space into the future.

Click here to learn more about Howard Tiersky

Click here to learn more about Fromm, The Digital Transformation Agency

If you enjoy The CXChronicles Podcast, please stop by your favorite podcast player and leave us a review, this is the easiest way we can find new listeners, guests and future CX'ers!

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In episode #130 of The CXChronicles Podcast we welcomed Lisa VanderGast, Vice President of Client Services at AdColony based in Los Angelas, CA.

AdColony is one of the largest mobile advertising platforms in the world with a reach of more than 1.5 billion users globally. Part of Digital Turbine’s leading independent mobile growth platform, AdColony helps brands, agencies, and apps expand their reach and results with the power of mobile.

Lisa has been building & scaling customer facing Client Services teams inside of the ad-tech space for 15+ years. In this episode she chats about what she's learned mastering the Four CX Pillars of team, tools, process & feedback during her personal CX'er journey.

Episode #130 Highlight Reel:

1. How the ad-tech space continues to grow and evolve
2. Controlling and managing variables across your customer journey
3. Leveraging your CRM to manage budgets, timelines, & customer priorities
4. Managing a remote client services workforce -- the good, bad & ugly...
5. Engagement surveys, campaign surveys, & understanding how you can improve your CX & EX!

Huge thanks to Lisa for coming on the CXCP and featuring her team's work and efforts in pushing the ad-tech & digital experience space into the future.

Click here to learn more about Lisa Vandergast

Click here to learn more about AdColony

If you enjoy The CXChronicles Podcast, please stop by your favorite podcast player and leave us a review, this is the easiest way we can find new listeners, guests and future CX'ers!

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In episode #129 of The CXChronicles Podcast we welcomed Michael Scharff, CEO & Co-Founder of Evolv AI located in Berkeley in the San Francisco Bay area.

Evolv AI is defining autonomous optimization for the digital era. Using breakthrough artificial intelligence, developed over the course of ten years, Evolv helps enterprise customers continuously optimize their digital KPIs and meet their goals and objectives.

The company’s flagship product is used today by recognized brands around the world to improve experiences across web and mobile.

Michael has a 25+ year track record of building great businesses, driving high impact strategies, leading innovation & growth initiatives and fostering talent across multiple organizations including Best Buy, Toys R Us, Sears, Polk, Staples, & now Evolv.

Episode #129 Highlight Reel:

1. Corner-stone focus areas that you need to prioritize to build an incredible customer experience
2. How AI & technology is changing the way enterprise companies manage CX/EX
3. Fostering an insatiable appetitive for your team to continue learning
4. How to optimize your company's tech stack & maximize your overall Tools ROI
5. Why great CX is driven by continuous optimization & personalization

Huge thanks to Michael Scharff for coming on the CXCP and featuring his team's work and efforts in pushing the AI driven, digital experience space into the future.

Click here to learn more about Michael Scharff

Click here to learn more about Evolv AI

If you enjoy The CXChronicles Podcast, please stop by your favorite podcast player and leave us a review, this is the easiest way we can find new listeners, guests and future CX'ers!

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In episode #128 of The CXChronicles Podcast we welcomed Brittany Hodak, Chief Experience Officer at Experience.com (formerly SocialSurvey) based in San Ramon, CA.

Experience.com has built one of the world’s most impactful Experience Management Platform (XMP) solutions with features to drive operational and behavioral change, in real-time, during the moments that matter.

XMP delivers impactful business outcomes including increased customer satisfaction, brand loyalty, online reputation and visibility, as well as improved employee engagement, and compliance - making every customer & employee touch point matter!

Episode #128 Highlight Reel:
1.) Becoming a CX executive & building an eye & focus for "creating amazing experiences"
2.) Building & growing the team at Experience.com
3.) Understanding how to pin-point your "bulls-eye" customer or ICP
4.) Why investing in CX & EX optimization can help propel your business forward
5.) Leveraging the SUPER Methodology to create Super Fan customers

S= Start with your story
U= Understand your customer
P= Personalize & connect
E= Exceed expectations
R= Repeat

Huge thanks to Brittany for coming on the CXCP and featuring her team's work and efforts in pushing the customer experience optimization & management space into the future.

Click here to learn more about Brittany Hodak

Click here to learn more about Experience.com

If you enjoy The CXChronicles Podcast, please stop by your favorite podcast player and leave us a review, this is the easiest way we can find new listeners, guests and future CX'ers!

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In episode #127 of The CXChronicles Podcast we welcomed Stefan Smulders, CEO at Expandi.io based in Eindhoven, Netherlands.

Expandi.io is a cloud based platform that is designed to make automated outreach on LinkedIn safe by using random delays, message frequencies, message limits (and other best practices) to help you grow your network & find new business connections.

Stefan shares how he & his team built Expandi.io and pushed the company to over $5M+ in ARR in under 24 months, an amazing feat for any business, indie hacker or entrepreneur!

This episode is super valuable for those of you in the CXNation that are trying to improve the way that your sales teammates are using LinkedIn to find new leads & prospects for growing your business pipeline.

Episode #127 Highlight Reel:
1.) How Expandi.io built a SaaS tool to automate & optimize your LinkedIn experience
2.) Finding leads and prospects to grow your pipeline & business
3.) How content & value first information for your network drives leads
4.) How any Founder or customer focused leader can step out of his/her comfort zone
5.) Why your business needs to build a community to drive engagement!

Huge thanks to Stefan for coming on the CXCP and featuring his team's work and efforts in pushing the social networking optimization & business development space into the future.

Click here to learn more about Stefan Smulders

Click here to learn more about Expandi.io

If you enjoy The CXChronicles Podcast, please stop by your favorite podcast player and leave us a review, this is the easiest way we can find new listeners, guests and future CX'ers!

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Support the show (https://cxchronicles.com/)

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In episode #126 of The CXChronicles Podcast we welcomed Deb Coviello, Founder of Illumination Partners based in Cincinnati, OH.

As The Drop in CEO™, Deb brings 20+ years worth of experience and strategy in Quality and Operational Excellence roles to the table. She uses that knowledge in addition to 15 years in the Flavors and Fragrance industry to identify, assess, and solve the issues that are preventing your business growth.

Deb believes to get to the root of a problem, you have to be willing to think differently about how to solve it.

She also just released her first book "The CEO's Compass" filled with wisdom and knowledge from her personal leadership journey.

This episode is incredibly valuable for some of you folks in the CX Nation that are focused on building & shaping your executive teams for the future of your business!

Episode #126 Highlight Reel:
1.) Leaving your customers in a better place after working with them
2.) How to leverage your team's skills & interests
3.) Setting your team up for success
4.) Learning from your past efforts and mistakes while growing your business
5.) Mastering delegation and gaining regular support as you grow

Huge thanks to Deb for coming on the show and featuring her work and efforts in pushing the Customer Experience & Customer Success space into the future

Click here to learn more about Deborah Coviello

Click here to learn more about The Drop In CEO

If you enjoy The CXChronicles Podcast, please stop by your favorite podcast player and leave us a review, this is the easiest way we can find new listeners, guests and future CX'ers!

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In episode #125 of The CXChronicles Podcast we welcomed Emily Garza, AVP, Customer Success at Fastly based in San Francisco, CA.

With Fastly’s powerful edge cloud platform, developers get the tools they need to build the most groundbreaking apps — all optimized for speed, security, and scale — so businesses can effectively transform to compete in today’s markets.

In 2019 the company filed for their Initial Public Offering (IPO) and had their debut on The New York Stock Exchange (NYSE).

Emily shares her personal customer focused business leader journey + talks about some of the lessons that she's learned helping to build and scale a public company's customer success team.

This episode is incredibly valuable for some of you folks in the CX Nation that are focused on building rocket ship companies with your sights on eventually going public in the future!

Episode #125 Highlight Reel:
1.) What Emily learned helping to grow and scale her Customer Success team
2.) Managing a hyper growth company's customer success SaaS & tech tool-kit
3.) Building living playbooks that scale with your growing team
4.) Discovering what to measure & manage for customer portfolio health
5.) Leveraging & investing in customer success & CX to grow sales & revenues

Huge thanks to Emily for coming on the show and featuring her work and efforts in pushing the Customer Experience & Customer Success space into the future

Click here to learn more about Emily Garza

Click here to learn more about Fastly

If you enjoy The CXChronicles Podcast, please stop by your favorite podcast player and leave us a review, this is the easiest way we can find new listeners, guests and future CX'ers!

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In episode #124 of The CXChronicles Podcast we welcomed Nate Brown, Chief Customer Officer at Officium Labs based in San Mateo, CA.

Officium is Latin for service. Officium Labs believes in service—as an experience, as a business, as a social responsibility.

Officium Labs helps brands deliver incredible customer experiences. The company is a global collection of industry leaders and experts that are building the future of customer experience (CX). They provide the best-in-class people, products, and practices for their customers, transforming customer service from a cost center to a growth opportunity.

Officium’s Connect platform connects on-demand CX workers with companies in need of CX staff. Its Transform experts provide consulting and coaching to service leaders of all types.

Episode #124 Highlight Reel:
1.) Targeting the traits of an excellent CX team
2.) Building a CX Change Coalition In Your Business
3.) Average enterprise company has 464 tools running their daily ops!
4.) How customer service can increase wallet share & make LTV #'s bump
5.) Improving your customer's life, increases your bottom line.

Huge thanks to Nate for coming on the show and featuring his work and efforts in pushing the Customer Experience & Customer Success space into the future

Click here to learn more about Nate Brown

Click here to learn more about Officium Labs

If you enjoy The CXChronicles Podcast, please stop by your favorite podcast player and leave us a review, this is the easiest way we can find new listeners, guests and future CX'ers!

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In episode #123 of The CXChronicles Podcast we welcomed Lee Roquet, Chief Customer Officer at Yellowfin based in Melbourne, Australia & offices across the world.

Yellowfin is a global Business Intelligence (BI) and analytics platform dedicated to enabling product managers to improve their application's analytical experiences with embedded BI, solving real enterprise analytics challenges, and helping business people understand not only what happened, but why it happened.

Founded in 2003 in response to the complexity and costs associated with implementing and using traditional BI tools, Yellowfin is a highly intuitive, 100-percent Web-based reporting and analytics platform.

More than 25,000 organizations and more than three million end-users across 75 different countries use Yellowfin every day.

Episode #123 Highlight Reel:
1.) How Lee built his CX team at Yellowfin
2.) Leveraging business intelligence & customer data in today's world
3.) Constantly learning new tactics & paths forward
4.) New ways for customer focused leaders to climb the ladder
5.) How you can build game changing CX within your business!

Huge thanks to Lee for coming on the show and featuring his work and efforts in pushing the business intelligence space into the future

Click here to learn more about Lee Roquet

Click here to learn more about Yellowfin

If you enjoy The CXChronicles Podcast, please stop by your favorite podcast player and leave us a review, this is the easiest way we can find new listeners, guests and future CX'ers!

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In episode #122 of The CXChronicles Podcast we welcomed Chris Hull, Chief Product Officer at Otus in Chicago, IL.

The all-in-one K-12 learning platform to teach, grade, analyze, and plan.

With Learning Management, Assessment, and Data in one place, educators and families can communicate with each other easily, reducing the chaos of multiple platforms.

Episode #122 Highlight Reel:
1.) How Chris and his founding team came to build Otus
2.) Learning about our education system
3.) Injecting technology into the classroom
4.) Education experience curation in today's world 
5.) How feedback is the single most important driver in positive change

Huge thanks to Chris for coming on the show and featuring his work and efforts in pushing the education technology space into the future

Click here to learn more about Chris Hull

Click here to learn more about Otus

If you enjoy The CXChronicles Podcast, please stop by your favorite podcast player and leave us a review, this is the easiest way we can find new listeners, guests and future CX'ers!

Watch  The CXChronicles Podcast On Youtube Here

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In episode #121 of The CXChronicles Podcast we welcomed Brandon Dufour, CEO at The Next Street based in Watertown, CT.

Getting a driver's license is a big deal. It shouldn't be a big hassle. The Next Street makes it easy. They are the national leader in driver's education. Brandon's company celebrates employees, invests in employee happiness inside and outside of work and gives their team the tools they need to be the best versions of themselves.

The Next Street was founded in 2009 when Brandon and his team spotted an opportunity to make a splash in the education industry. Over the last 10+ years, his team has been able to grow revenue by 800% and now service the entire state of Connecticut.

Episode #121 Highlight Reel:
1.) How do you determine what your company stands for?
2.) Baking customer centricity into your business DNA
3.) Identifying the driving factors of the customers that you serve
4.) Employee happiness drives revenue & profits
5.) Allowing customer & employee feedback to drive positive change!

Huge thanks to Brandon for coming on the show and featuring his work and efforts in pushing the driver education & preparation world into the future.

Click here to learn more about Brandon Dufour

Click here to learn more about The Next Street

If you enjoy The CXChronicles Podcast, please stop by your favorite podcast player and leave us a review, this is the easiest way we can find new listeners, guests and future CX'ers!

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In episode #120 of The CXChronicles Podcast we welcomed Paul Rutter, Founder & CEO of Smooth Sailing Communication & Cruise & Entertainment Director at Royal Caribbean, one of the world's largest cruise line operators!

After spending 25+ years in the hospitality industry, Paul has discovered how to go beyond a “perfect” customer experience. Being on the high seas has taught him that through approaching customer service with the intent to exceed his customer’s expectations, rather than just meet them, higher levels of customer satisfaction, retention, loyalty, and repeat business can be experienced.

As a Senior Executive, Paul has managed and guided some of the largest and most luxurious cruise ships in the world, taking him to speak on stages all over the globe where living with his customers, clients and co-workers was a way of life.

Paul is author of "Repeat Business, Inc: The Business of Staying in Business", an Advanced Communicator in Toastmasters International, and a member of the National Speakers Association.

Episode #120 Highlight Reel:
1.) Building experiences & memories that keep bringing customers back!
2.) How modern cruise ship teams are built & managed
3.) Why technology is rapidly changing the cruise industry -- we're talking $1B+ boats!
4.) Listening, learning and evolving from your customer & employee feedback
5.) What business owners & executives can learn about CX from the Cruise Industry

Huge thanks to Paul for coming on the show and featuring his work and efforts in pushing the cruising, travel & entertainment industries forward into the future.

Click here to learn more about Paul Rutter

Click here to learn more about Royal Caribbean

If you enjoy this episode of The CXChronicles Podcast, please stop by your favorite podcast player and leave us a review, this is the easiest way we can find new listeners, guests and future CX'ers!

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In episode #119 of The CXChronicles Podcast we welcomed Dr. Daryl Connolly, MD working as a Pulmonologist at the Geisinger Wyoming Valley Medical Center based in Wilkes-Barre, PA.

Dr. Connolly is a board-certified and fellowship-trained specialist in pulmonary and critical care medicine. He attended Saba University School of Medicine, where he earned his medical degree.

He completed his residency at Bridgeport Hospital. Dr. Connolly completed his pulmonary fellowship at Norwalk Hospital and his critical care fellowship at Yale-New Haven Hospital in New Haven, Conn. He is certified by the American Board of Internal Medicine in critical care medicine and pulmonary disease.

Dr. Daryl and Adrian talk through The Four CX Pillars from a healthcare practitioner point of view and discuss how today's world is focusing on optimizing the future of patient experiences.

Episode #119 Highlight Reel:
1.) Why the healthcare space is a massive business
2.) Patient experience is the new normal
3.) Modern healthcare teams & tools
4.) How COVID-19 has changed healthcare forever
5.) Leveraging Dr. & patient feedback together to constantly improve services

Huge thanks to Daryl for coming on the show and featuring his work and efforts in pushing the healthcare space much further along into the future!

Click here to learn more about Dr. Daryl Connolly

If you enjoy this episode of The CXChronicles Podcast, please stop by your favorite podcast player and leave us a review, this is the easiest way we can find new listeners, guests and future CX'ers!

Watch This Episode on CXC's Youtube Channel Here

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In episode #118 of The CXChronicles Podcast we welcomed Armen Petrosian, Co-Founder & CMO at DISQO in Los Angelas, CA.

DISQO was founded in 2014 by a team with deep roots in technology and analytics. Its commitment to providing accurate data depicting the complete view of the consumer is at the core of the company's success.

DISQO provides BEHAVIORAL and OPINION data empowering clients to discover what consumers do and how they think. The company has built the largest first-party behavioral data source enabling brands and insights professionals to gain a competitive edge by harnessing data that was previously inaccessible.

Episode 118 Highlight Reel

1. What is behavioral and opinion data?
2. How DISQO built its team
3. Creating audience experts
4. Leveraging consumer insights to grow your business
5. Using customer data to get ahead

Huge thanks to Armen and his team for coming on the show and featuring their work and efforts in pushing the customer data space much further along into the future!

Click here to learn more about DISQO

If you enjoy this episode of The CXChronicles Podcast, please stop by your favorite podcast player and leave us a review, this is the easiest way we can find new listeners, guests and future CX'ers!

Check out CXC's Youtube Channel Here

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In episode #117 of The CXChronicles Podcast we welcomed Max Gladysh, the Managing Director and Co-Founder of BotsCrew in Ukraine.

In 2016, Max started BotsCrew with one simple goal - create successful chatbots for businesses. And this vision ended up becoming a reality.

Today Max and his team happen to work with great companies all over the world, from Start-ups that raised more than 10M now, to Fortune 500 companies. Creating chatbots, that are exceeding their ROI expectations.

The BotsCrew team built an enterprise chatbot platform that helps you to create, manage, and update your bots with zero coding skills required.

BotsCrew users can now integrate their favorite tools in one inbox, speak many languages, and provide instant answers from your knowledge base or living playbooks.

Episode 117 Highlight Reel:
1) Build bots to improve CX in today's world
2) How bots can make your customers even happier
3) Building & populating living playbooks = tomorrow's BOT's answers & logic
4) How your CX team benefits from bot
5) Building or adopting bots for your growing business

Huge thanks to Max and his team for coming on the show and featuring their work and efforts in pushing the bots space much further along into the future!

Click here to learn more about BotsCrew

If you enjoy this episode of The CXChronicles Podcast, please stop by your favorite podcast player and leave us a review, this is the easiest way we can find new listeners, guests and future CX'ers!

Check out CXC's Youtube Channel Here

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In episode #116 of The CXChronicles Podcast we welcomed Chris Thomas, a short-term real estate investor and Airbnb guest & host experience expert based out of San Diego, CA.

Chris Thomas spends a substantial amount of time in the real estate world. Where he invests in Airbnb hosting and management for short term rentals across the US. He's even written books and does regular coaching programs for new folks trying to enter the short-term space.

In this episode Adrian and Chris talk through The Four CX Pillars; Team, Tools, Process & Feedback™️.

Chris gives the listener a ton of ideas for how they can build their own short-term real estate business or side-hustle. In just a few short years Chris went from being broke to building a massive short-term real estate business and portfolio by learning, hustling, and remaining focused on his growth goals.

Over the years Chris and his team have figured out how to not only tackle one door or house at a time but rather how to manage entire developments built and designed for short-term renters and their evolving needs.

As platforms like Airbnb, VRBO, Sonder and others continue to grow they will undoubtedly continue to change the evolution and trajectory of the real estate industry as a whole.

Post pandemic we are going to see the largest surge of traveling, hospitality and experience demands that the world has seen. We now have a global army of remote workers who will no longer call one singular city their home but rather many places throughout the year.

Episode 116 Highlight Reel:

1. Managing the challenges that come with the world of short-term rentals
2. Building a lean team to manage properties across the country
3. How to leverage industry leading tools to manage your rapid growth
4. Finding new properties and locations to invest in
5. Collecting and using guest feedback on a daily basis, especially as your business is growing!

Huge thanks to Chris for sharing his story with The CXNation, this is one of my favorite episodes to date and there is tons of value and insights to be found in this discussion, especially if you're interested in learning more about Airbnb.

Click Here To Check Out Chris's Instagram Page

If you enjoy this episode of The CXChronicles Podcast, please stop by your favorite podcast player and leave us a review, this is the easiest way we can find new listeners, guests and future CX'ers!

Watch This Episode on CXC's Youtube Channel

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In episode #115 of The CXChronicles Podcast we welcomed Jim Coleman, Co-Founder of xFusion in Boulder, CO.

xFusion provides tier 1 and tier 2 customer support, customer success, and back-office processing for startups. Jim and his team offer a hands-off experience that empowers makers to make & growers to grow. They add value to their clients by allowing business owners to focus on their highest priorities and best use of time.

In this episode Adrian and Jim talk through The Four CX Pillars; Team, Tools, Process & Feedback.

Plus talk through a ton of interesting new themes, trends, and opportunities for business executives and leaderships teams to invest in their CX strategies as we move into the rest of 2021.

Jim gives the listener a ton of ideas for how they can build a "blended CX and customer support model" and leverage the power of strategic partners and managed service providers to scale their business.

Episode 115 Highlight Reel:

1. Managing the challenges that come with the up and down of customer support volume in your business
2. Building a lean customer support team & leveraging a blended CX/CS model
3. How to make leaders in your business think like Founders
4. Employee experience is paramount in a growing business
5. Collecting and using client and employee feedback on a daily basis, especially as your business is growing!

To learn more about xFusion check out their website here

Huge thanks to Jim and his team for sharing their story with The CXNation, tons of value and insights can be found in this episode.

If you enjoy this episode of The CXChronicles Podcast, please stop by your favorite podcast player and leave us a review, this is the easiest way we can find new listeners, guests and future CX'ers!

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In episode #114 of The CXChronicles Podcast we welcomed Jake Sorofman, President of MetaCX based out of Indianpolis, IN and Ross G D. Fulton Founder and CEO of Valuize based out of Vancouver, Canada.

MetaCX is pioneering a new outcomes-based approach for managing the entire customer lifecycle by transforming how suppliers and buyers collaborate and win together. MetaCX helps align sales, success and delivery teams around real business impact that customers can see. Headquartered in Indianapolis, MetaCX has raised $24.5 million from Upfront Ventures, High Alpha, Greenspring, BIP Capital and Silicon Valley Bank, and is led by former executives from Salesforce, ExactTarget, Facebook, Drift, and Pendo.

Valuize is a specialist consulting firm that empowers B2B software companies to retain and expand their customers at scale. Ross's team helps supercharge your customer success strategy + operations to deliver transformative outcomes for your company and your customers. Valuize works with enterprise B2B software companies, including VMWare, Hashicorp, Splunk, and Datto, to build market-leading customer success operations. Valuize is also a proud Gainsight, TSIA, and MetaCX consulting partner.

In this episode, Adrian, Jake and Ross have an incredible discussion about a number of different new learnings and findings in the world of CX across The Four CX Pillars; Team, Tools, Process & Feedback.

This is an awesome episode for CX'ers who are trying to come up with new ideas for their teams and customer bases. And want to push the limits on what they can do within their business to create incredible, kick ass customer experiences!

Episode 114 Highlight Reel:Adrian, Jake and Ross talk through The Four CX Pillars; Team, Tools, Process & Feedback.

We give the CX Nation a ton of different ideas about the following items:

1. How can companies rethink how they use their CRM?
2. Ways to improve your customer life cycle
3. What are simple things you can do to improve your custom operations?
4. Leveraging technology in your business to improve customer experiences!
5. How you can build your own cycle of CX

To Learn More About MetaCX and Valuize check out their websites below & let them know that CXC sent you!

Click here to check out MetaCX

Click here to check out Valuize

If you enjoy this episode of The CXChronicles Podcast, please stop by your favorite podcast player and leave us a review, this is the easiest way we can find new listeners, guests and future CX'ers!

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In episode #113 of The CXChronicles Podcast we welcomed Kevin Richman, Head of Customer Experience at Column in Washington, D.C.

In this episode, Adrian and Kevin have an incredible discussion about a massive space that many people probably don't know a ton about, public interest information and notifications.

Kevin has a super interesting back ground for a modern CX'er, he has studied, been involved, and led innovation in the private and public sector for the past 12 years with governments all over the world, the US Government, non-profit, and start-ups.

Column is the first collaborative public notice platform helping journalists, governments and legal services work together to inform their communities. They are a public benefit corporation on a mission to improve the utility of public interest information and support the distribution of that information by journalists that serve their communities.

Episode 113 Highlight Reel:Adrian and Kevin talk through The Four CX Pillars; Team, Tools, Process & Feedback.

Kevin gives the CX Nation a ton of different ideas about the following items:

1. How Government uses citizen feedback to make changes
2. What is public notice and how does it work?
3. Introducing technology to government, newspapers and other users
4. Agile building and the difference of change speed in a start-up vs. government
5. How Column is changing the way public notifications will happen in the future!

To Learn More About Column check out their website below & let them know that CXC sent you!

Click here to check out the Column Website

Are you interested in learning more about open CX and support roles at Column, click the link below to learn more about how you can join Kevin's team

Click here to learn about Customer Support Lead role at Column

If you enjoy this episode of The CXChronicles Podcast, please stop by your favorite podcast player and leave us a review, this is the easiest way we can find new listeners, guests and future CX'ers!

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In this episode #112 of The CXChronicles Podcast we had the pleasure of chatting with Klaus-M. Schremser from Usersnap about Growth, CX, and what it takes to build, scale and sell a company.

Klaus is a serial founder and (co-)founded two software companies that got acquired - Gentics (by APA) and Wikidocs (by Atlassian). His entrepreneurial scars are from doing enterprise sales, marketing, growth hacking, development of digital products, team building & leading the last 20 years. He also happens to be a enthusiastic triathlete and an advocate for lifelong learning. Klaus even published a bestseller book!

Usersnap is a digital product building platform, building solutions from development to user feedback and customer service. They offers a 360° suite for building and running digital products, which includes understanding how customers and users use your product & service offerings.

Episode 112 Highlight Reel:Adrian and Klaus talk through The Four CX Pillars; Team, Tools, Process & Feedback. Klaus gives the CX Nation a ton of different ideas about how to track feedback, what to do with it, how to get more information from your team and how to constantly remain focused on what your end users think about your product & service!

To Learn More About Usersnap check out their website below & let them know that CXC sent you!

Click here to check out Usersnap

Click here to get in touch with Klaus

If you enjoy this episode and other episodes of The CXChronicles Podcast please take a minute to leave us a review on your favorite podcast player!

Ask us about how you can get your FREE CXScorecard Discovery Assessment to see how your business stacks up across The Four CX Pillars; Team, Tools, Process & Feedback now!

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In episode #111 of The CXChronicles Podcast we welcomed Aaron Scott Young, Chairman of Laughlin Associates, Inc. & Founder of The Unshackled Owner.

As a serial entrepreneur, Aaron has been involved in starting, buying and selling numerous multi-million dollar businesses and in 2001 he purchased Laughlin Associates, a leader in the incorporation industry since 1972.

As Chairman of the board of Laughlin Associates, Aaron has worked with over 200,000 businesses across all industries in the market.

In addition to Aaron’s success with Laughlin Associates, he has continued to expand his repertoire into the educational market, as well as actively investing in new business ventures.

Aaron’s unique experience has given him a birds-eye view of the common successes and pitfalls that are seen universally in the entrepreneurial world. It is Aaron’s mission to share his experience with the masses as an integral part of his legacy.

Episode 111 Highlight Reel
Aaron & Adrian talk through The Four CX Pillars; Team, Tools, Process and Feedback and provide a number of ideas for how any business or team leader can improve their ability to leverage optimal customer experiences and better decision making on building and scaling your business into the future.

Huge thanks to Aaron for coming on the show and sharing his story with all of us -- there's tons of valuable insights and information for the listener to take away from this episode!

Learn more about The Laughlin Associates, Inc. and The Unshackled Owner, Aaron's personal website by checking them out at the links below:

https://laughlinusa.com/

http://aaronscottyoung.com/

If you enjoy this episode and other episodes of The CXChronicles Podcast please take a minute to leave us a review on your favorite podcast player now!

Ask us about how you can get your FREE CXScorecard Discovery Assessment to see how your business stacks up across The Four CX Pillars; Team, Tools, Process & Feedback now!

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In episode #110 of The CXChronicles Podcast we welcomed Nicole Garberg, VP of CX at Engine based in the Minneapolis-St.Paul area.

Engine is a new kind of data-driven marketing solutions company. Powered by data, driven by results and guided by people, we help our clients make connections that count—leading to bottom line growth, an inspired workplace and business transformation.

With global headquarters in New York and 17 offices across North America, the UK, Europe and Asia-Pacific, Engine offers clients a vast range of marketing solutions—from insights and content to distribution and technology.

Nicole has over 20 years’ experience conducting and synthesizing primary market research, competitive intelligence and industry specific data to create actionable insights and recommendations for key business stakeholders.

She has become an expert at delivering research results that tell a story tailored to specific audiences highlighting the role they play in bringing recommendations to fruition.

Episode 110 Highlight Reel

Nicole & Adrian talk through The Four CX Pillars; Team, Tools, Process and Feedback and provide a number of ideas for how any business or team can improve their ability to leverage customer data to make better decisions on building an optimal customer experience.

Huge thanks to Nicole for coming on the show and sharing her story with all of us -- there's tons of valuable insights and information for the listener to take away from this episode!

Learn more about Engine and Nicole's team by checking them out at the link below

https://enginegroup.com/us/

If you enjoy this episode and other episodes of The CXChronicles Podcast please take a minute to leave us a review on your favorite podcast player now!

Ask us about how you can get your FREE CXScorecard Discovery Assessment to see how your business stacks up across The Four CX Pillars; Team, Tools, Process & Feedback now!

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Listen to episode #109 of The CXChronicles Podcast with Doug Miller, CEO of Brightworks Group from Indianapolis, IN.

Doug brings over 30+ years of technology and team building experience into this episode.

Brightworks is a Technology Success Provider. Doug and his team have been delivering consistent, predictable results for their customers for nearly 10 years now.

Predictable results from your technology means more productivity from your team. That means better margins and improved profits. It means tangible business results.

In Episode 109 -- Doug and Adrian talk through The Four CX Pillars; Team, Tools, Process and Feedback and Doug shares a ton of examples and stories around how you can grow, scale and optimize your company's performance by leveraging technology and constantly remaining focused on the betterment of your team.

Huge thanks to Doug for coming on the podcast and sharing his story with The CX Nation!

Learn more about Brightworks Group and Doug's team by checking them out at the link below

https://www.brightworksgroup.net/

If you enjoy this episode and other episodes of The CXChronicles Podcast please take a minute to leave us a review on your favorite podcast player now!

Ask us about how you can get TEAM DISCOUNTS for multiple copies of our book for your CX team -- The Four CX Pillars, The Customer Experience Manager Playbook, also available on Amazon.

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In this episode of The CXChronicles Podcast we welcomed Oliver Ginsburg, Head of Customer Experience @ Public in New York City. 

Public.com is the social investing network where members can own fractional shares of stocks and ETFs, follow popular creators, and share ideas within a community of investors.

In short, Public makes the stock market social and allows its users to discover companies to believe in and invest with any amount of money.

Listen to Episode #108 as Oliver and Adrian chat through The Four CX Pillars; Team, Tools, Process and Feedback. 

Oliver shares a ton of valuable insights about what he's learned from building, managing and scaling a customer experience team inside of one of the world's fastest growing Fin-Tech companies. 

Huge thanks to Oliver for coming on the podcast and sharing his story with the CXNation. 

Be sure to check out Public at the link below

https://public.com/

Support the podcast by leaving us a review on your favorite podcast player letting everyone know that you love the CXCPodcast!

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In this episode of the CXChronicles Podcast Episode #107 we welcomed Tom Ottaiano, CEO of Today's Business in New Jersey!

Today's Business is a digital marketing agency managing multi-channel campaigns that help their clients sell their products and communicate their story to the best possible audiences ultimately leading to a premium result.

Today's Business utilizes data and analytics to consistently improve each of its services, creating sustainable, long term, and transparent successes for their clients.

They work with a plethora of professional athletes, awesome emerging brands and even a professional sports league on the rise.

Tom talks with Adrian and The CXNation about what it has taken him and the team over the last 10+ years. Hustling, grinding, clawing and doing anything it takes to find new customers and build long lasting relationships well into the future. All while adapting and growing with the ebs and flows of the digital marketing landscape.

Tom/Adrian talk through how Today's Business has gone about thinking and planning through the way they've managed The Four CX Pillars; Team, Tools, Process and Feedback as the company and customer portfolio has grown over the years.

We also talk about how playing D1 Football at Monmouth University (even a quick stop at the NFL) laid a strong foundation for Tom to become an entrepreneur.

Huge thanks for Tom coming on the show and sharing his story with the CXNation -- check out Today's Business by clicking the link below

https://tbsmo.com/

Support the podcast by leaving us a review on your favorite podcast player letting everyone know what you love the CXCP!

Watch this episode on the CXC Youtube Channel -- Subscribe Now!

https://www.youtube.com/watch?v=t8a38wVwNjw&t=118s

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In this episode of The CXChronicles Podcast #106 we welcomed Mark Victor Hansen & Crystal Dwyer Hansen to talk with the CXNation.

Mark Victor Hansen is is an American inspirational and motivational speaker, trainer and author. He is best known as the founder and co-creator of the Chicken Soup for the Soul book series, setting world records in book sales, with over 500 millions books sold.

His energy and exuberance travels still further through mediums such as television (Oprah, CNN and The Today Show), print (TIME, US News & World Report, USA Today, The New York Times and Entrepreneur) and countless radio and newspaper interviews as he assures every one of the inherent genius in all of us if we choose to access our centers of influence, leverage our strengths and take action. And now, hundreds of podcasts world-wide.

Mark Victor Hansen is the founder of MEGA Book Marketing University, MEGA Speaking Empire, and MEGA Marketing Magic, and Enlightened Millionaire Institute.

Crystal Dwyer Hansen is an international speaker, researcher, corporate consultant, author, and entrepreneur. Her expertise is in the field of human potential. Through her years spent as a Transformational Life Coach, and Wellness/Nutrition Expert, she has seen people experience profound and lasting transformation in relationships, career, health & wellness, by tapping into their own inner resources.

Mark and Crystal talk with Adrian about their personal journeys and experiences working with students, readers, clients and friends from across the world. They also give us a ton of insights around The Four CX Pillars; Team, Tools, Process and Feedback.

Listen to this episode now to learn from two amazing customer focused business leaders and huge thanks to Mark and Crystal for coming on the CXCP!

Listen on the CXC website at www.CXChronicles.com or your favorite podcast player today.

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In episode #105 of The CXChronicles Podcast we welcomed Saksham Sharda, CIO at Outgrow in New York City.

Outgrow helps you create beautiful, interactive calculators, quizzes, recommendations, polls, and chatbots to delight your customers & generate leads, all with no code required.

Saksham specializes in marketing and web development. Particularly in data collection, analysis, filtering, and transfer by the means of widgets, applets and dynamic content.

Interactive, cultural, and trending widgets designed by Saksham have been featured on ProductHunt, TrendHunter, Flipboard, New York Marketing Association, TechCrunch, GitHub, HackerNews, Feedly, NetVibes, FactoryBerlin, Digimarcon World Silicon Valley, YCombinator, and at The European Affiliate Summit.

Episode # 105 High Light Reel -- Adrian and Saksham chat through a number of different ways for the CXNation to rethink how they collect, assess and manage customer feedback and ideas before investing time, money and energy into an initiative that no one wants or will likely fail. Plus tons of best practices and easy to implement ideas around how you and your team can get better at closing the loop with your customers!

Huge thanks to Saksham for coming on the podcast and sharing his story about his personal customer focused business leader journey + being apart of the team that's building Outgrow!

To learn more about Outgrow check them out below:

outgrow.co/cxc -- for your 20% annual discount

Please leave a review on your favorite podcast player letting others know why you love learning from amazing customer focused business leaders on CXCP each week!

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In Episode #104 of The CXChronicles Podcast we welcome Michael Loban, Chief Growth Officer at InfoTrust based out of Cincinnati, OH. 

Michael is the Co-Founder and Chief Growth Officer of InfoTrust, a premier digital analytics consulting and technology company. They work with global brands to optimize the collection, management, and understanding of their digital marketing data. Michael and his team are passionately dedicated to helping companies make better decisions through data.

Tune into this episode to listen and learn from Adrian/Michael as they talk through a number of different ways to leverage data within your business, customer base and your team.  Michael shares with the CXNation how InfoTrust has built their company and brand by focusing on The Four CX Pillars; Team, Tools, Process and Feedback. 

Huge thanks to Michael for coming on The CXChronicles Podcast and sharing his story with us! 

And be sure to check out the CXC website for other updates on new podcasts and CX content to improve your business through the power of customer experience!

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Megan Bowen has worked at some incredible  startup and scale-up companies including; Echalk,  ZocDoc, GrubHub, Managed by Q and Refine Labs to name a few. 

Megan is an operator, a problem solver and a customer advocate who has a proven track record of building and leading teams that scale and succeed. She has experience working across early-stage startups and later-stage companies primarily focused on B2B account management, customer success, sales, customer service, and operations. Megan is an action-oriented leader who has been delivering results across a variety of functions to drive several renown organizations forward into the future. 

In this episode Megan/Adrian discuss a number of ideas for how customer focused business leaders can continue to improve and shape The Four CX Pillars; Team, Tools, Process and Feedback within their company. 

Huge thanks to Megan for coming on the show and sharing her story with the CXNation!

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Episode 102 of The CXChronicles Podcast is now live, listen to this week's show as we welcome Merrill Chandler from Get Fundable to chat with Adrian and The CXNation. 

For over 25 years, Merrill Chandler, a co-founder of Lexington Law Firm, has been the pointy-edge-of-the-spear regarding the education of Borrowers in how to improve their borrowing opportunities and success.

During that time, Merrill developed a process to optimize personal and business credit profiles to improve a borrower’s “Fundability.” Based upon this concept, he founded GetFundable.com to deliver his revolutionary technology to entrepreneurs, business owners, and real estate investors who want easy, no-hassle, approvals.

Merrill and Adrian chat through The Four CX Pillars; Team, Tools, Process and Feedback and give the listener a ton of different ideas for thinking about how they can access, utilize or leverage different lending strategies to grow their business into the future.

Huge thanks to Merrill for coming on the show and sharing his story with all of us -- listen on your favorite podcast player now!

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Listen to episode 101 of The CXChronicles Podcast where we welcomed Chip Bell, Author, Speaker and Consultant!

Chip and Adrian talk through The Four CX Pillars; Team, Tools, Process and Feedback and Chip gives the listener tons of ideas for how they can improve the customer experience and service within their company and team. 

Chip is a world-renowned authority on customer loyalty, partnership and service innovation, he has written over 700 articles and blogs for business journals and magazines. He has appeared live on CNN, CNBC, CNN, Fox Business, Bloomberg TV, ABC, and his work has been featured in Fortune, Businessweek, Forbes, Wall Street Journal, Fast Company, Inc. Magazine, CEO Magazine and Entrepreneur. Global Gurus 2020 ranked him the #3 keynote speaker in the world on customer service. He has been ranked in the top 3 for six straight years.

Dr. Bell holds graduate degrees in organizational psychology and human resource development from Vanderbilt University and George Washington University. He was a highly decorated infantry unit commander in Vietnam with the elite 82nd Airborne and a guerrilla tactics instructor at the U.S. Army Infantry School.

Huge thanks to Chip for coming on the show and talking with the CXNation!   

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In this episode of the CXChronicles Podcast we celebrate hitting a huge milestone in the podcasting world, this is our 100th episode of the show!

Most podcasts typically never live to see their 100th episode. 

In this week's episode Adrian chats with the CXNation about the journey towards 100+ episodes and meeting with incredible customer focused business owners and leaders across the world. 

He shares some of the staggering podcast stats from 2020 + his major reflections and advice for new podcasters aiming to get to 100+ episodes!

Listen on your favorite podcast player today and thanks so much for being apart of the CXNation, remember to make happiness a habit! 

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Listen to Episode 99 of The CXChronicles Podcast with Tyler Ornstein, CEO at Tyler's Coffee! 

Founded in 2004 by Tyler Ornstein, Tylers Coffees® was born out of necessity. Tyler's dad was told by his physician that he could no longer drink coffee due to its acidity. Realizing that drinking coffee is more of a lifestyle choice than just a beverage, Tyler and his father felt a strong need to create an acid free coffee. After careful research and engineering, Tylers Coffees® was born.

They offer their customers a wide variety of acid-free coffees. Tyler shares his story with Adrian and The CX Nation  and gives listeners a ton of different ideas and insights into how to grow, scale and build your company into the future by focusing on The Four CX Pillars: Team, Tools, Process & Feedback. 

Listen to this episode today on your favorite podcast player and please take a minute to help us grow our show my joining our social channels and leaving us a review about why you listen to the show! 

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In this episode of CXCP we welcomed Daniel Ramsey, CEO of MyOutDesk. Daniel talks with Adrian and the CXNation about building and growing his business and how he and his team have approaching optimizing The Four CX Pilars. 

Founded in 2008, MyOutDesk, LLC is one of the largest & most trusted virtual assistant staffing companies in the USA, with over 6,000 clients across industries including real estate, mortgage, IT/tech, human resources, healthcare and more!

Listen to this episode to learn from another amazing customer focused business leader who has been able to build a stable of amazing customers and an incredible customer focused team of employees. Huge thanks to Daniel for coming on the show and sharing his story with us! 

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Check out episode 97 of The CXChronicles Podcast, this week we welcomed Mark McClure, EVP Customer Experience at Babel Street in Washington, D.C.

Mark has 25+ years of customer experience, customer success and customer focused business leadership experience. 

Today Mark leads all post-sale customer facing activities including Onboarding, Training and Customer Support at Babel Street.

Babel Street makes sense of large tracts of multi-lingual data in near real-time. Babel Street assigns and charts sentiment for social media in over 20 major world languages. Users identify themes, entities, and categories, as well as detect relationships, within the cloud-based platform. Customers may access Babel Street 24/7/365 from any computer, device, or smartphone with an internet connection and a web browser.

Mark and Adrian talk with the CXNation about The Four CX Pillars; Team, Tools, Process and Feedback and give the listener a ton of different ideas and insights into how they can build their company through the power of customer experience! 

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In episode #96 of The CXChronicles Podcast we welcomed Robin Marcenac, Head of Customer Experience & Success at Pypestream to talk with the CXNation.

Robin talks with Adrian and the CXNation about his customer experience leadership journey helping to build customer support teams and strategies at companies like IBM and Pypestream in New York City. 

In this episode you will hear from a customer focused business leader that is responsible for global implementations, customer support and customer success for enterprise clients subscribing to Pypestream’s conversational AI platform.

Robin is focused on managing a cross-functional team of project managers, solution designers, data scientists and integration developers building tailored dialog flows and custom NLU models for key business use cases. Robin collaborates directly with Product and Engineering team leads to review and prioritize customer feature requests, as well as to support and resolve bugs and incidents.

Listen to this episode today to learn a ton of valuable lessons and insights into how you can improve your company's CX efforts and again huge thanks to Robin for coming on the CXCPodcast and sharing his story with all of us! 

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In episode #95 of The CXChronicles Podcast we welcomed Kathy Dalpes VP of Global Customer Support at Zendesk to talk with the CXNation.

Kathy talks with Adrian about her customer experience leadership journey helping to build the customer support teams and strategies at a plethora of global brands including AT&T, E-Bay, Belkin, Skype, Spotify and Zendesk. 

In this episode you will hear from an awesome customer focused business leader that has skillfully directed a plethora of multi-language and cultural Customer Support centers for top global companies. 

Kathy has spent 20+ years cultivating vital relationships with external clients and across internal teams and departments. She has lead large teams and supported leading companies as subject matter expert in customer service and sales management; including inbound/outbound phone, email, Social Media and Community Support channels. As well as delivering superior offshore, near-shore, on-shore, outsourcing customer support leadership.

Listen to this episode today and huge thanks to Kathy for coming on the CXCPodcast and sharing her story! 

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In Episode #94 of The CXChronicles Podcast we welcomed Brandon Rosipko, Director of Customer Experience Transformation at Alorica. 

Alorica provides a host of world class services, including logistics and fulfillment. Brandon and his team are proud to passionately serve clients across a plethora of industries including — automotive, financial services, healthcare, retail and tech companies, many in the Fortune 1000. 

Alorica calls the OC home, headquartered in Irvine, CA, with more than 100,000 employees in 100 locations across the globe.

Brandon chats with Adrian about The Four CX Pillars; Team, Tools, Process and Feedback and how he and the CX and Marketing team at Alorica work with their customers each and every day to grow and scale their business. 

Feel free to reach out to CXC if you have questions about Alorica or the awesome things that Brandon's team is working on today!

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In this episode of The CXChronicles Podcast we welcome Jeroen Corthout, CEO of Salesflare in Antwerp Area, Belgium. 

Salesflare is the intelligent CRM startups and small businesses love to use. It's a zero-input sales pipeline tool that thinks and works for its user, not the other way around.

No more manual data entry. Salesflare fills out your address book and keeps track of all interactions with the people you're in contact with. It takes data from social media, company databases, phone, email, calendar and hands it to you in automated customer timelines that tell you everything you need to know. You just have to write the emails, make the calls, and have the coffee.

Jeroen and Adrian chat through how Salesflare thinks about The Four CX Pillars and share a bunch of ideas with the CXNation for how your business can continue to sharpen its pipeline management and sales efforts in the future. 

Huge thanks to Jeroen for coming on the show and sharing his story!   

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In this episode of The CXChronicles Podcast we welcomed Megan Holsinger, Director of Customer Success at JB Sales Training in Boston, MA. 

Megan works with John Barrows from "The Make It Happen Mondays Podcast". JB Sales Training has become incredibly popular with startup and growth focused companies due to all of John's work with sales training, consulting and design thinking. 

In this episode Megan shares her personal CX story, talks about the team and mission over at JB Sales Training and gives the listeners a ton of different tips, tricks and ideas for optimizing the Four CX Pillars; Team, Tools, Process and Feedback. 

Huge thanks to Megan for coming on the show and chatting with the CXNation!  

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In episode #91 of The CXChronicles Podcast, a brand new CXWeekly Update we talk through the top 10 ways to think about how you can segment customers within your business or customer portfolio. 

The best companies in the world take time on a regular basis to crunch down every client persona or segment to better understand how they can best serve them. 

Customer segmentation is one of the easiest ways for your business to develop intricate processes and playbooks for customer success. 

Listen to Adrian chat with the CXNation about a number of different ways that you can work with your CX, sales, customer operations or customer experience team to begin segmenting customers moving forward. 

Once you understand the different types of customer segments and personas that fit within your company you can begin to pin point the optimal customer journey maps required to keep them repeat customers with a much higher level of life-time value for your business!

Listen to the CXChronicles Podcast today on your favorite podcast player and remember to make happiness a habit! 

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In this episode of the CXChronicles Podcast we chat through 6 reasons to invest in customer feedback within your business. 

Collecting, measuring, analyzing and understanding what to do with customer feedback is becoming priceless as more companies understand the power of customer feedback mediums like NPS, CSAT, CES and Product Scoring. 

In this week's CXWeekly Update Adrian chats through a number of different tips and ideas for how you need to think about investing in customer feedback for your business. 

Thanks for listening to the CXChronicles Podcast -- signup on our website for future updates.  

Be sure to check out our website at www.CXChronicles.com and remember to make happiness a habit! 

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In this episode of The CXChronicles Podcast we welcome Brian Wallace to the show. Brian is the Founder of NowSourcing, based out of Louisville, KY. 

NowSourcing is the nation's premier infographic design agency. Brian and his team perfected the art and science of telling a compelling story through incredible visuals, backed by vetted data and research, and disseminating it throughout online mediums and social media. If you've been online any time recently, chances are you've seen their work.

NowSourcing is an award winning nationally recognized infographic design agency. Founded in 2006, NowSourcing has strong roots in the human and technical nuances of the web.

Brian also spends part of his time as a Google Small Business Advisor to help select entrepreneurs with everything from marketing to design and general business advise. 

Brian and Adrian chat through a number of different ideas for how your business or team can begin to use the power of infographics, visual design, colors and graphics to tell your company's story. 

Listen to this episode today to learn more about how you can build and scale your company by focusing on the power of customer experience & sharpening the Four CX Pillars; Team, Tools, Process & Feedback!

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In this episode of the CXChronicles Podcast we welcomed Ian Reynolds, Partner at Zibtek. 

Zibtek offers Full stack development, Web design, and Digital marketing. Ian's team of experts serve Fortune 500s to midsize businesses and startups. They have agile methodologies that they offer clients to effectively handle software projects of any scale and complexity, quickly and cost effectively.

Zibtek has 250 + experienced engineers, managers, and technology professionals collaborate between our 3 global locations and serve our clients throughout the entire software development lifecycle.

Listen to this episode now to learn more about how Ian and his team at Zibtek thinks about the Four CX Pillars; Team, Tools, Process, and Feedback. 

Huge thanks to Ian for coming on the show and sharing his story with the CXNation! 

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In this episode of the CXChronicles Podcast we talk about 6 reasons why your business strategy isn't working. 

Based on a recent Harvard Business Article, written by Michael Beer, which does a great job highlighting 6 key areas that you need to think about while building and scaling your startup or business. 

1 -- Unclear values and conflicting priorities

2 -- Ineffective Senior Leadership

3 -- Ineffective Leadership Styles

4 -- Poor Coordination and Delivery

5 -- Inadequate Leadership Development

6 -- Inadequate Vertical Communication

Be sure to listen to this episode if you are looking for some tips or ideas around optimizing your business strategy and building a scalable world-class customer experience. 

Focused on the Four CX Pillars: Team, Tools, Process and Feedback. 

Huge thanks to all of you in the CXNation for tuning in and listening to the CXChronicles Podcast, where each week we talk with customer focused business leaders about building and scaling their companies and teams! 

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In this episode of the CXChronicles Podcast we welcome Ashvin Vaidyanathan, Chief Customer Officer at Gainsight. 

Gainsight’s innovative customer-centric technology is driving the future of customer success. The company’s Customer Cloud offers a powerful set of solutions focused on customer success, product experience, revenue optimization, customer experience, and customer data, that together enable businesses to put the customer at the center of everything they do. 

Ashvin talks with the CXNation about how he and his team over at Gainsight think about the Four CX Pillars; Team, Tools, Process and Feedback.

Listen to this episode if you are thinking about how you can build your company and team into the future by focusing on the power of customer experience!  

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In this episode of the CXChronicles Podcast we talk through a bunch of ideas and tips for thinking through how you and your team can get better at collaborating in a remote working environment. 

Some companies are better than others at adapting to the changing times. In this episode we give you ideas around compensation, metrics, goals, alignment and more! 

Check us out CXChronicles.com today! 

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In this episode of the CXChronicles Podcast Adrian dives into a bunch of different ideas for the CXNation around best practices for your customer facing team as we continue to fight through the COVID19 experience. Companies across the world have been forced to adapt, evolve, and update their teams, tools, process and feedback over the past 2+ months. In this episode of the podcast we get into several ideas that revolve around relationships, core values, responding to customers, expectation setting, ownership, approval and as always leadership best practices. Be sure to listen to the show on your favorite podcast player today! 

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In this week's episode of the CXChronicles Podcast we welcome GQ Fu Co-Founder of LTVplus. 

LTVplus works with your business to build and manage your own dedicated teams of live chat agents, customer support agents, social media support, back-office support, and content translators.

Some of their bread and butter offerings include: 

Live Chat, Customer Success, Outreach, Customer Support, Pre-sales, Customer Acquisition, Customer Retention, Content Marketing, Technical Support, and customer experience

GQ and Adrian chat through the Four CX Pillars; Team, Tools, Process and Feedback and discuss a number of different ways that you can grow your business and team through the power of customer experience!

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In this episode of the CXChronicles Podcast we welcome Steve Scher to chat through his personal story becoming a customer focused business leader.

Steve Scher is a business advisor for entrepreneurs, small business owners, franchise owners, and aspiring entrepreneurs. As a business mentor, professional speaker, and acclaimed author of High Risk, High Reward, Steve guides business owners to achieve ultimate success and financial freedom.

During his 14 years as CEO, Steve worked hard to overcome many business challenges and all the curve balls that most entrepreneurs experience throughout their careers. In the process, he honed his leadership skills, learned the true value of employees, and understood the importance of creating a great culture.

Over the years, Steve forged his business into a leading temporary staffing company with 18 offices nationwide, hundreds of loyal employees, and $50 million in annual revenue. This temporary staffing solutions company specializes in hospitality, foodservice, convention, and related industries.

The impressive customer list includes Apple, DropBox, Fairmont, Google, Hyatt, and Marriott; elite university systems such as Stanford, UC Berkeley, UCLA, USC, and University of Texas; large hospital systems throughout the US; and concessionaires for major league sports teams and events including multiple Super Bowls and World Series.

Steve built a team and processes that could be scaled and replicated. While establishing coast-to-coast locations, he applied various strategies to build out the business.

Tune into this week's show as Steve talks with Adrian about the Four CX Pillars; Team, Tools, Process and Feedback!

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In this brand new CXWeekly Update episode #81 from CXChronicles, we dive into a bunch of tips, tricks and FREE advice around how you should be optimizing your remote CX efforts in the midst of the COVID-19 pandemic. 

Listen to this episode if you want to learn more about how you can move your business, team and customer base into this new type of "remote or digital experience" curation optimization.

We've had a number of conversations with customer focused business owners, CEOs and a plethora of customers who all weighed in on their current experiences over the past 4 weeks. 

This episode applies to both your customer and employee experience optimization during this difficult time. You will pick up several ideas for how you need to prepare your business, customers and employees for life post COVID-19. 

Thanks as always to everyone in the CXNation for listening to the CXChronicles Podcast and remember to check out our brand new book on Amazon "The Four CX Pillars To Grow Your Business Now -- The CX Manager Playbook" and as always don't forget to make happiness a habit folks!

-Adrian 

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In this episode of CXChronicles Podcast we welcome Brian Merz from Slack in New York City! Brian helps to lead up the customer experience (CX) team over at Slack. Brian shares an awesome story about his personal customer focused business leader journey as well as what its like to work at one of the hottest companies in the world today. 

Throughout this entire COVID-19 (Cornavirus) experience -- Slack has been most technology companies go to tools for keeping connected and in touch with their customers and teams. Channels are popping up across the world to keep folks connected. 

Brian chats through the Four CX Pillars; Team, Tools, Process and Feedback and gives us a ton of valuable ideas and exercises to think about about within our own businesses, startups or growth focused companies. 

Huge thanks to Brian for coming on the show and sharing his story with the CXNation! 

Listen now on your favorite podcast player; Itunes, Spotify, Stitcher or the CXChronicles website. 

Remember to make happiness a habit folks! 

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In this episode of the CXChronicles Podcast we jump into a brand new CXWeekly update related to some of the things you and your team can do to help your customers manage the recent COVID19 (Coronavirus) outbreak that we are all experiencing. 

Customer experience, customer service, customer sales teams and any other customer facing reps are currently fighting the COVID19 outbreak on a different type of "front line" across the globe right now. The news continues to highlight how millions of customers across the world have been looking for status updates, payment updates, order cancellations, etc. This has already proven to have a crippling impact on global markets near and far and will likely continue to show its ripple effects for the next year (or years) to come in the future. 

In this episode of the CXChronicles Podcast, Adrian hops into a number of different ideas with the CXNation around how they can begin to think about managing remote teams, using Slack to stay in touch, and a huge announcement around CXChronicles' first book that just hit Amazon this past week -- "The Four CX Pillars -- The Customer Experience Manager Playbook" order your copy today! 

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In this episode of the CXChronicles we share a ton of valuable tips, tricks and best practices for customer journey mapping. For any customer experience or inside sales manager looking for new ways to improve and fine-tune your customer facing team's performance -- listen to this episode now! 

Jim Tincher has had the fortune of working with a plethora of incredible Fortune 500 companies to map their customer journeys and find easy wins for maximizing their overall customer performance. 

Listen to CXChronicles to learn more about how you can grow your business through the power of customer experience -- learning from incredible customer focused business leaders! If you are a startup founder, executive or leader that works with customers every day then this is the podcast for you. 

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In this episode of the CXChronicles Podcast we welcomed Mike Wittenstein from Storyminers. Mike has honed his unique approach as IBM’s official eVisionary. Since then, leaders at brands like Adobe, Chick-fil-A, Apple, Transitions, LeasePlan, and Delta have brought Mike in for his strategic skills and warm personal style as a C-Suite advisor, technology integrator, data interpreter, credentialed Customer Experience designer, and multi-lingual event speaker. 

Mike has helped hundreds of leaders pull all the pieces together to tackle tough, high-stakes issues, while winning accolades too numerous to count in the retail, tech and services sectors. Listen to today's episode to learn more about gaining buy in today's world and constantly thinking about how you can improve your company's customer experiences! 

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In this episode of the CXChronicles Podcast we talk you through building your own personalized customer experience and customer service path for success in 2020. Optimizing your customer experiences are an intricate part in growing your company or startup. Listen to Adrian talk with the CXNation about the 5 key areas that you need to focus on with your team this year. In this episode you will learn about customer journey maps, knowing your customers inside and out, building customer portfolios, training and educating your customer service agents and more! If you have been thinking about ways that you can improve the way you manage or escalate customer issues then this is the CXWeekly update that you've been waiting for. Listen to the CXChronicles Podcast today! Signup or listen on Itunes, Spotify, Stitcher and please leave us a review letting everyone know how much you enjoy the show!  

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Geno Church is a sought-after and often-stalked thought leader in uncovering the DNA of sustainable word of mouth movements and building them from the ground, up. He is one of the co-authors of the very popular books "Brains on Fire" and "The Passion Conversation" which you can find on Amazon.

He's a real deal word of mouth marketing practitioner with proven results to back it up having designed and delivered WOM movements for Fiskars, Best Buy, Love 146, and Rage Against the Haze (South Carolina's youth led anti-tobacco movement).

I got the chance to meet and hang out with Geno during a recent event hosted by J Bayer and the Comcast CX executive team in Philadelphia, PA.

Geno has an awesome personal story about business, marketing, customer experience, ideas for writing, ideas for building your business and provides the listener with a ton of value around how they can better market and grow their own business.

He also provides some incredible parallels between pirate culture and today's world of startups and entrepreneurship. 

Huge thanks to Geno for coming on the show and chatting with the CXNation!

Feel free to learn more about Geno here:

https://www.thesharedship.com/

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Now that the dust has begun to settle let's take some time to lay out some clear, defined goals around how you want to improve your company's CX in 2020. 

Let's start with some of the basic goals that you should begin working on with your team this year. Remember goal setting and strategy planning should be fun, don't look at it like its a chore but rather something that you need to do if you want to actually have a plan for success. 

Each year (and each quarter) tends to have its own set of obstacles and challenges, which is why it's imperative that you spend time building, socializing, managing and holding your team accountable for ensuring that you're pushing the ball forward within your business each and every day! 

In this CXWeekly update we go through the top 5 things you can do right now to begin improving your company's CX efforts for 2020 -- listen now!

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In this week's episode of the CXChronicles Podcast we welcomed JT McCormick, CEO of Scribe Media based out of Austin, TX. Scribe Media works with thousands of amazing authors helping them to formulate, write, and publish their work from start to scratch. Scribe Media has sold over 20 million books and have over 150 New York Times, Wall Street Journal and USA Today best sellers. JT comes on the show and talks with Adrian and the CXNation about his incredible customer focused business leadership experience and personal journey plus what it's been like to work with 4X New York Times Best Selling author Tucker Max and the "Scribe Tribe" to build an amazing, award winning modern publishing company. This is guaranteed to be one of the most entertaining and valuable episodes of CXChronicles to date. Listen to the episode on your favorite podcast player today! Feel free to check out Scribe Media at https://scribewriting.com

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In this episode of the CXChronicles Podcast Adrian chats through his recent experiences joining the Comcast CX Technology Day 2019 in Philadelphia, PA. Adrian joined an incredible group of CX thought leaders, authors, podcasters and business owners including; Jay Baer, Dan Gingiss, Geno Church, Mitch Joel, Mike Wittenstein, Jackie Hubba, Colin Shaw, Kerry Bodine, Natalie Petouhoff, Marsha Collier, Megan Burns, Steve Walker, Chris Penn, Steve Shapior, Clay Hebert and Jim Tincher. 

In this CXWeekly update you will learn about how a massive company like Comcast thinks about building, scaling and managing their massive CX  and customer service team. We get into the weeds on CX technology, social media care, telecommunication technology updates + how the CX executive team Comcast is planning for their future. 

Listen to the CXChronicles Podcast today to listen and learn from amazing customer focused business leaders! 

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In this episode of the CXChronicles Podcast, we welcomed Robert Castles Chief Vision Officer at PMG in Atlanta, GA. We talk through Robert's journey and how he and the team over at PMG think about Team, Tools, Process and Feedback. Huge thanks to Robert for coming on the show and telling his story to the CXNation! PMG works with some incredible global brands helping to build their digital products for the future!

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Listen to this week's new episode of the CXChronicles Podcast. This week we had J.Money from Budgets Are Sexy on the show to talk about his story building, growing and selling his company. Plus we chat through a ton of different ideas, tips and tricks for business owners and executives to consider when building and scaling their business. We also chat through different personal finance ideas for business owners to consider. Huge thanks to J. Money for coming on the show and telling his story -- listen today! 

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In this CXWeekly Update of the CXChronicles Podcast Episode #69 we talk about some of the major CX and customer service trends that you need to consider for your company's going focus and investment on your CX or customer experience efforts. We talk about a recent Sitel Group report that shares a ton of valuable CX and customer experience insights for us to consider as we get closer to the years end. If your startup or growth focused business is getting ready to build your 2020 goals and OKRs then this is the episode for you to listen to. There's tons of interesting ways that you use your customer feedback from your NPS or CSAT surveys to better understand your customers, custom segments, customer personas and customer journeys for the future of your business!  

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In this week's episode of the CXChronicles Podcast we welcomed Alex Genov, Head of Customer Research at Zappos in Las Vegas. Alex brings a wealth of experience around customer research, insights, and behaviors and leads up the customer research efforts at Zappos today. 

Alex chats through the 4 CX Pillars; Team, Tools, Process and Feedback with Adrian and gives the listeners tons of valuable tips, advice and knowledge around how Zappos' manages millions of customers, and purchases each year. 

Listen to this episode today to learn more about Alex and the Zappos team! 

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In this episode of the CXChronicles Podcast we feature a brand new CXWeekly Update where Adrian speaks with the CXNation about 7 ideas to create amazing CX for your business, startup or growth company. Listen to this CXWeekly Update today and join the CXNation comprised of customer focused business leaders and entrepreneurs all striving to create amazing customer experiences for their customers each and every day. Sign up for future CXChronicles Podcast updates and listen on all of your favorite podcast players Itunes, Spotify, Stitcher and the CXC website and remember to make happiness a habit!   

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In this episode of the CXChronicles Podcast we chat with Liz Tsai, CEO of HiOperator. HiOperator is changing the way that companies manage their problem ticket optimization and issue resolution success rates. 

HiOperator is a virtual assistant that answers phone calls, chats with customers, provides in-app help, takes orders, and provides support. The company’s solution portfolio includes brand messaging, e-commerce ordering, product support, call screening, and customer analytics.

HiOperator’s system can be integrated with a businesses’ current systems and is staffed by American operators.

HiOperator was launched in May 2016 and is based in Buffalo, NY.

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In this episode of the CXChronicles Podcast we talk about how chatbots can change the game for your business. Are you having trouble answering the same 5 questions for your customers every day? Is it taking you too long to respond? Chatbot solutions can help you with this! Chatbots creates an easy way for your business to talk with customers about basic, easy to manage FAQS about your product or service. Listen to this episode to learn about how the basics of chatbots and remember to rate and review the CXC Podcast -- thanks for listening folks! 

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In this episode of the CXChronicles Podcast Adrian walks through six different CX roles to consider thinking about while building out your customer experience, customer service, customer success or inside sales teams. Having the right employees in the right roles makes a huge difference when it comes to building, scaling and leading your CX team into a growth storm. These different roles have different focus areas that help to steer the CX Ship in the right direction. Listen to this brand new CXWeekly Update to get some ideas and free tips for how you can begin thinking about the future or your customer experience team's growth! 

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In this CXWeekly Update Adrian talks about 4 ways that CX has a direct impact on your company's bottom line. We get into the weeds on the 4 CX Pillars: Team, Tools Process and Feedback. Adrian also talks about updates with the first CXC book "The 4 CX Pillars to Grow Your Business Now -- The Customer Experience Manager Playbook". In less than 15 minutes you will walk away from this episode with a bunch of brand new ideas for how you can leverage your company's CX and customer support to increase your bottom line! Listen to the CXChronicles Podcast on Itunes, Spotify, Sticher or the CXC website today.  

https://blog.feedspot.com/customer_service_podcasts/

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In this episode of The CXChronicles Podcast, Adrian speaks with Andrew Stapleton, VP of Customer Success at G2 Crowd in Chicago, IL. 

Andrew heads up the customer experience and success team at G2 and comes on the show to talk with the CX Nation about the 4 CX Pillars -- Team, Tools, Process and Feedback. 

G2 Crowd is a platform for users to share business software reviews in real-time. G2 Crowd leverages more than 500,000+ user reviews to drive better purchasing decisions. 

Business professionals, buyers, investors, and analysts use G2 Crowd to select the best software and services based on peer reviews and synthesized social data.

The company was founded in 2012 and is based out of Chicago, Illinois.

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In this episode of the CXChronicles Podcast Adrian and the CX Nation chats with Erik Huberman, Founder and CEO of Hawke Media.

Erik Huberman is the founder and CEO of Hawke Media, the fastest growing marketing consultancy in the United States. Launched in 2014, Hawke Media has been valued at $75 million and has grown from seven to over 150 employees. The company has serviced over 1500 brands of all sizes, ranging from startups like Tamara Mellon, SiO Beauty and Bottlekeeper to household names like Red Bull, Verizon Wireless and Alibaba. Hawke Media has taken home numerous industry awards including inclusion on the Inc. 5000 2017 list of “Fastest Growing Companies”, Fortune Magazine’s “50 Best Workplaces in Southern California” and Forbes’ “Content Marketing Companies to Check Out in 2018.”

As a serial entrepreneur and marketing expert, Huberman is a sought-after thought leader in the world of digital marketing, entrepreneurship, sales and business. Prior to Hawke, he founded, grew and sold two successful ecommerce companies. Huberman is the recipient of numerous honors and awards including Forbes “30Under30,” CSQ "40Under40", Inc. Magazine’s “Top 25 Marketing Influencers,” and Best in Biz North America’s “Marketing Executive of the Year.” A regular contributor to major publications like Forbes, Entrepreneur and CSQ, Huberman is also a well-known keynote speaker.

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In this episode we talk with Roger Dooley about his entrepreneurial journey & the writing of his books Friction & Brainfluence. 

Roger Dooley is an author and international keynote speaker. His books include Friction: The Untapped Force That Can Be Your Most Powerful Advantage (McGraw Hill, April 26, 2019) and Brainfluence: 100 Ways to Persuade and Convince Consumers with Neuromarketing. 

He writes the popular blog Neuromarketing and a column at Forbes.com. He is the founder of Dooley Direct, a consultancy, and co-founded College Confidential, the leading college-bound website. That business was acquired by Hobsons, a unit of UK-based DMGT, where Dooley served as VP Digital Marketing after the acquisition.

Dooley spent years in direct marketing as the co-founder of a successful catalog firm and also was director of corporate planning for a Fortune 1000 company. He has an engineering degree from Carnegie Mellon University and an MBA from the University of Tennessee.

Roger chats with Adrian Brady-Cesana and the CXNation on the CXChronicles Podcast about the 4 CX Pillars and how to eliminate friction from your customer experience & customer journey. 

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In this episode of the CXChronicles podcast we talk with John DiJulius, Chief Revolution Officer of the DiJulius Group. One of the world's leading experts on customer service training, content & consulting work. We were thrilled to have John come on the show and talk with the CXNation about what it takes to build world class customer experience & customer service in today's world. John works with business owners & executives across the country & has written countless books & delivered hundreds of speeches nationwide. Listen to today's episode to learn a ton of amazing new tips, tricks & ideas for growing your business or team through the power of customer experience!

Keynote speaker, international customer experience consultant and best selling author of four books, John DiJulius, works with world class companies like the The Ritz-Carlton, Lexus, Starbucks, Nordstrom, Nestle, Marriott Hotel, Pricewaterhouse Coopers, Cheesecake Factory, Bausch & Lomb, Progressive Insurance, Harley Davidson, State Farm, Chick-fil-A, Entrepreneurs Organization, YPO, Aveda, and many more.

John isn’t just talking about it, he lives it, as a very successful entrepreneur of two businesses: John Robert’s Spa, a chain of upscale Cleveland locations, repeatedly named one of the top 20 salons in America and The DiJulius Group, a customer experience consulting firm that uses the X-Commandment methodology to providing a World-Class Customer experience. In 2018, John led a TEDx talk entitled “Meet as Strangers Leave as Friends.”

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In this episode of the CXChronicles Podcast Adrian speaks with Dan Gingiss. Dan is a customer experience keynote speaker, consultant, author and podcaster. His career has spanned multiple disciplines including marketing, customer experience, social media, and customer service. He has held leadership roles at several major brands, including McDonald’s, Humana, and Discover. Learn more at www.dangingiss.com or find him on Twitter at @dgingiss. Listen to this episode today as Adrian & Dan talk through the 4 CX Pillars; Team, Tools, Process & Feedback. Learn from customer focused business leaders via CXChronicles! 

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In this episode of the CXChronicles podcast we speak with Sammy Morhaim CEO of Advantage IO. Throughout the episode we talk about the 4 CX Pillars; Team, Tools, Process & Feedback and how they can impact your business. Sammy talks about a number of tips, tricks & ideas for how you should be thinking about technology inside of your business to gain a competitive advantage while building your startup or growth based business. Vantage IO works with startups across the US helping them build out their technology solutions to drive the day to day of their business. Listen to the show today!  

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In this episode of the CXChronicles Podcast we are thrilled to have Jeff Gothelf onto the show. Jeff & Adrian chat through all of the details that revolve around customer experience, design experience, user experience, & design thinking. Not only do we cover the 4 CX Pillars of Team, Tools, Process & Feedback but we talk about how they relate to the Lean UX methodology & how every customer focused business leader & executive should be thinking about how to double down on their CX & UX collaboration & orchestration of sales, marketing & overall customer experiences. Listen to the episode now!  

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In this episode of the CXChronicles Podcast, Adrian talks about 10 ways you can boost the customer empathy skills within your customer facing teams. 

Developing strong customer interaction skills and service recovery skills is going to be a huge part of growing your business or startup into the future. 

Listen to this episode to get some ideas for how you can improve this area within your team today!

Check us out at www.CXChronicles.com today! 

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In this episode of the CXChronicles Podcast Adrian dives into the CXWeekly based all around voice search, smart speakers, alexa, google home, siri and more. The net of it is voice is on the rise but are you thinking about how this will impact your business? Better yet are you aware of what your business competition is doing around this same space? Check out this week's episode to learn more about what consumers are searching for by voice and how you can start thinking and planning ahead to remain on top of your future customer experience trends! 

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In this episode of the CXChronicles Podcast Adrian speaks with Kyle McSlarrow SVP of Customer Experience and Journey Design at Comcast. Kyle tells his story about what it's like working to lead the customer experience, customer service and experience design efforts at Comcast. He also talks with the CXNation about how Comcast was able to increase their overall NPS performance and make their customers and employees happier in the process. Plus Kyle offers tips and advice for how founders and executives can think about increasing their companies overall focus on customer experience and customer success in the future. Kyle has an incredible background and an awesome story to share with us, we hope you enjoy this episode of the CXChronicles Podcast!   

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In this episode of the CXChronicles Podcast we speak with Claire Boscq-Scott a CX expert, author, speaker and Global Guru on the topic of what it takes to manage and serve customers and employees in today's world. Claire and Adrian chat through the 4 CX Success Pillars; Team, Tools, Process and Feedback. We explore ENPS and employee engagement ideas as well as how it has a direct impact on your overall customer experience and customer service as your business grows. Taking time to collect customer and employee feedback is imperative to growing your business. Listen to this episode today to learn more about how you can grow you business through the power of customer experience! 

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In this episode we talk about some of the key positions for you to have on your company's CX (customer experience) or customer service team. We know that every business is different but in this CXWeekly update we give you tips and ideas for what positions you should consider having inside of your company or startup CX team. These roles will help to ensure that you have the focus you need across your customer experience, customer service or customer success teams! 

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In this episode of the CXChronicles Podcast Adrian chats with the CXNation about why it is critical to conduct regular customer satisfaction or CSAT surveys inside of your business. Customer feedback is key to understanding your customers wants, needs and trigger points. Also CSAT, NPS, eNPS scores all give you tons of valuable information for improving your business through the power of customer experience today! Listen to this updated CXWeekly update to get a bunch of free advice on why you need to start collecting this information ASAP to make more money!!!

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In this episode of the CXChronicles Podcast we talk about 8 different ways that you can increase your company's focus on customer retention and churn mitigation. The more you can reduce churn -- the better your business becomes its as simple as that. Repeat customers are everything -- listen to this episode to learn how you can improve your business through the power of customer experience today! 

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In this episode we dive into the top 5 reasons why you should always consider your customers right. We know that there's always edge cases to this idea but in general keeping your customer for the long haul and building high life time values with each of your customers is key to your business success. Listen to this CXWeekly Update where Adrian discusses ideas to grow your customer base and create more promoters for the future of your business or startup! 

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In this CXWeekly update we discuss some tips and ideas for how you can create a CX-minded culture within your business or team. Adrian provides ideas for getting the right group of people together within your business to assemble a CX Champions focus group to deploy and share learnings and findings about how to better serve your customers! 

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In this episode Adrian speaks with the CXNation about tips for improving your company's employee experience in 2019. Successful employee experience goes hand in hand with world class customer experience and customer service success. Roughly 53% of companies polled said they invested in employee experience along with their customer experience during 2018 business activities. Listen to this episode to get some ideas for ways that you can think about collecting and using employee feedback to better lead, manage and grow your customer experience or customer service team this year! 

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In this episode we speak with Allen Beers, Director of Customer Success at Greenhouse in New York City. 

Greenhouse has raised over $110 million dollars in Venture Capital to chance the way that companies across the world hire new talent. 

Greenhouse is a recruiting optimization platform to help companies build and scale their recruiting processes.

In this episode Allen Beers talks with the CXNation about building a CX/CS team for success and the importance of Customer Segmentation. 

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In this episode Adrian chats about what makes an awesome CXRep. If you are thinking about getting involved in customer experience or customer service or even sales, basically anywhere that you will be speaking with customers on the regular you'll want to listen to this episode!  

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In this episode we talk with Ilana Brown, Director of Customer Success @ Seven Rooms in NYC.

Illana dives into the 4 CX Success Pillars @ Seven Rooms -- and what its taken to build out the customer facing team in NYC. 

From neighborhood restaurants to international, multi-concept hospitality groups, SevenRooms empowers operators to create and cultivate the meaningful, direct relationships with guests that make exceptional experiences possible. 

Founded in 2011 in New York, the reservation, seating and guest management solution gives operators the tools they need to develop direct relationships with guests, boosting revenue and enabling personalized service and marketing.

SevenRooms has restaurant, hotel and nightlife clients in more than 100 cities worldwide, including: Jumeirah Group, The Cosmopolitan of Las Vegas, Standard Hotels, LDV Hospitality, Live Nation, TAO Group, Zuma, Bagatelle, Altamarea Group, Batali & Bastianich Hospitality Group, NoHo Hospitality Group, Chase Hospitality Group, Mercer Street Hospitality, Corbin and King, Ethan Stowell Restaurants and The h.wood Group .

www.sevenrooms.com

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In this episode Adrian chats through 5 steps for how you can build a Voice of Customer program for your start-up, small or medium business. You can gain tons of value by taking the time to speak through a Voice of Customer program with your team today! 

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In this episode Adrian dives into 6 CX metrics to begin tracking for your business's success -- listen today! 

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In this episode Adrian talks through 5 ways that customer journey mapping can help your company today. By mapping your customer journey you force all of the teams and departments inside of your company think about handoffs, fumbles, system needs and more. Feel free to reach out to CXChronicles today if your company needs help with customer journey mapping! Support the show (https://cxchronicles.com/)

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In this episode of the CXChronicles Podcast Adrian chats with the CXNation about how your should use sound customer experience to optimize your company's sales efforts. By intertwining customer experience and sales any customer in any business will see the immediate value and that alone will increase your chances of keeping that customer for the long haul! Support the show (https://cxchronicles.com/)

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In this episode Adrian provides 11 things NOT to do while managing your company's CSAT reporting efforts. Learn how to improve and optimize your CSAT activity moving forward. Support the show (https://cxchronicles.com/)

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In this episode we talk to Julia Lowd, Director of Customer Operations at Betterment.

Betterment currently has $13.5+ Billion Dollars under management.

Betterment is currently based in New York City.

And Julia and her team manage the customer experience and communications with their customers.

Listen to Julia talk about the 4 CX Success Pillars and what its like managing a Billion-Dollar company's customer experience and customer service team!Support the show (https://cxchronicles.com/)

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In this episode we chat with Mario Sansalone from Grindr. Mario heads up the customer operations teams for over 3.5 million daily users. Mario chats through the 4 CX Success Pillars and highlights how to grow your business through the power of customer experience!Support the show (https://cxchronicles.com/)

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Today we chat with Shep Hyken -- a world renown speaker and author on the topic of customer experience, service and client management. Shep has traveled the world speaking with crowds about customers and helping companies get a better handle on their service efforts. Shep joins the CXNation today to tell his story and give us tips and advice for growing our business through the power of customer experience! Support the show (https://cxchronicles.com/)

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In this episode Adrian speaks with Ryan O'Connor a startup, sales and business development professional who's seen it all in career when it comes to venture capital, getting your business off the ground, and exiting a company. Ryan works with startup companies in the Bay Area -- he and I go way back to our days in New York building Onefinestay. We are thrilled to have Ryan on the show to tell his story!Support the show (https://cxchronicles.com/)

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I’m super excited for today’s show as we welcome Derek Mihalicz Head of Customer Experience from Unyte Health in Toronto, CN to the CXChronicles Podcast

Derek has spent the bulk of his career working hand in hand with customers -- he’s spent time in leadership roles lat the Toronto Star Newspaper and Metroland Media Group and is currently the Head of Customer Experience at Unyte Health in Toronto, CN.

Unyte’s mission is to guide their users to happiness and health through effective natural health solutions, starting with interactive meditation through their platform and devices.

In this episode Derek walks us through his personal journey and story to getting where he is today and how he thinks about managing customers, building teams, and growing a business.

Derek’s a growth-focused leader with expertise spanning sales management, strategic marketing, online advertising, project management, account management, crisis management, operations, mentoring, social media, digital media, and change management.

Ladies and gentleman I’d like to welcome Derek Mihalicz to the CXChronicles Podcast! Support the show (https://cxchronicles.com/)

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In this episode Adrian discusses a recent Madallia report, the global leader in customer experience management, together with Ipsos, the leading independent market research company, announced the findings of the Customer Experience Tipping Point survey. More than 8,000 consumers were surveyed across the US, UK, France, and Germany. The findings reveal that customer experience is the top reason consumers cite for choosing a particular brand when making a purchase.Support the show (https://cxchronicles.com/)

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In this episode we talk with Nate Chai, Head of Customer Experience Operations @ Thumbtack -- Nate oversees Thumbtack's massive CX team spread between Salt Lake City, San Francisco and the Philippines. Nate and Adrian talk through team, tools, process and feedback in this episode of the CXChronicles Podcast. Support the show (https://cxchronicles.com/)

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In this episode of CXChronicles Podcast, Adrian and the CX Nation discuss how streaming services like Netflix, Hulu, Amazon TV and others are trouncing the traditional cable companies in customer experience and satisfaction. Check out more information on our website at CXChronicles.com! Support the show (https://cxchronicles.com/)

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In this episode Adrian does a CX Weekly Update tribute to Anthony Bourdain after the unexpected news this week. Adrian talks about what Anthony Bourdain meant to finding and curating new experiences and using those lessons to enhance your life. He seemed to have it all figured out. CXChronicles will miss him and the CX Nation salutes Anthony Bourdain. Support the show (https://cxchronicles.com/)

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In this CXChronicles CX Weekly Update -- Adrian dives into 13 ideas for how your company + can improve their ability to hone their CSAT (customer satisfaction scoring and surveying). There's a number of different ways to get customer feedback -- CSAT reporting has one of the tried and true methods for collecting customer feedback. Listen to this CX Weekly Update to get ideas for your customer surveys moving forward!Support the show (https://cxchronicles.com/)

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In this episode Adrian talks with Abdullah Khan, Head of Customer Support at FuboTV in NYC. Abdullah oversee the entire customer experience at FuboTV and shares his personal customer experience and service story with the CXNation. Support the show (https://cxchronicles.com/)

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Adrian chats with fellow Buffalonian Garett Smith in this episode about customer experience, customer service, sales and working with customers. Garrett share his story about being a sales leader who's always remained focus on creating optimal customer experiences. Support the show (https://cxchronicles.com/)

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CX Weekly Update about 10 things to avoid doing while supporting or servicing your customers. Common mistakes that can be costly -- think about positive customer experience. Support the show (https://cxchronicles.com/)

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Check out our list of the best product review websites for B2B and B2C companies. Keep in mind that every industry has niche sites, too. For instance, those in the restaurant industry may want to be on UrbanSpoon or OpenTable. This podcast won't get into sites that are specific to one industry, but it will provide review sites that apply to businesses in almost any industry.Support the show (https://cxchronicles.com/)

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In this episode Adrian talks about a recent Forbes article that talks about great Customer Experience is a combination of design thinking and agile marketing. Support the show (https://cxchronicles.com/)

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In this episode Adrian speaks to Steven Carleton, Founder of Customer Matters & former CX Executive at Ebay.

Steven and Adrian talk about his personal customer experience journey and shares insights about working with customers at a global company like Ebay, Apple and Sun Systems. Support the show (https://cxchronicles.com/)

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In this episode Adrian dives into 4 CX Myths Holding Your Business Back. Support the show (https://cxchronicles.com/)

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In this episode Adrian speaks with Matthew Friedman, Head of Customer Experience at Cleanly in NYC. Matthew and Adrian talk all things CX-related and Matthew tells his personal story of managing and overseeing the CX team @ Cleanly. Support the show (https://cxchronicles.com/)

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In this episode Adrian speaks with Connor Gillivan, CMO @ FreeeUp in Denver, CO.

Connor chats with CXChronicles about how he's built his business, how he thinks about customers and tells his personal customer experience leader story.

Check out episode 19 with Connor Gillivan on CXChronicles.com or Itunes!Support the show (https://cxchronicles.com/)

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In this episode we review the latest report from Churn Zero about how you know its time to invest in customer experience and service technology. Support the show (https://cxchronicles.com/)

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In this episode of CXChronicles Podcast we talk with Laura Marciano, Head of Customer Experience, Live at Vimeo.

Laura chats with Adrian about the 4 CX Pillars to success and her personal customer experience journey as a leader. Support the show (https://cxchronicles.com/)

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In this episode we talk with Mac Hansen, former head of Customer Experience at a software tech-giant that hails from the Redmond, WA area. Mac dives into his experiences leading the customer experience team and expanding their global reach into China and Australia. Support the show (https://cxchronicles.com/)

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Adrian discusses the need for finding CX and CS leaders interesting in coming on the show and talking about their personal stories and experiences working in customer experience and service. Support the show (https://cxchronicles.com/)

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In this episode we talk with Bryan Mecozzi -- founder and head chef of Black Iron Bystro. Support the show (https://cxchronicles.com/)