CX Chronicles Podcast

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 sales5. Leveraging playbooks & how-to guides to create incredible EX Click here to learn more about Joe AndersonClick here to learn more about TaskUsHuge 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 showContact 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!!

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 CyaraClick here to learn about XChange 2025 EventHuge 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 showContact 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!!

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 LamaClick here to learn more about AvayaHuge 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 showContact 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!!

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 Spouses2. Building bridges to companies who want access to this group3. Why Military Spouses Make For Incredible CX & Customer Care talent4. Engaging 75K military spouses ready & primed to join our workforce 5. Around the sun locations at US bases provides global support optionClick here to learn about Instant TeamsClick 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 showContact 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!!

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 HoulneClick here to learn more about HumachHuge 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 showContact 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!!

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 showContact 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!!

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 RanaClick here to learn more about CyaraHuge 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 showContact 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!!

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 McGheeClick here to learn more about AttentiveHuge 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 showContact 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!!

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 activities, including strategic communications, marketing and partner & sales enablement. 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 seven 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 MuthukrishnanClick here to learn more about Webex by CiscoClick here to get in touch with WebexHuge 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 showContact 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!!

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 #198Lloyd Lobo (Co-Founder & Board Member at Boast + CEO of a new stealth startup) CXCP #208Vivek Bhaskaran (Founder & CEO at QuestionPro) CXCP #245Trey Wade (Head of Consumer Experience at Molson-Coors Beverage Company) CXCP #2322. Pillar #2 Tools featured guests include:Lee Roquet (CEO at Finch) CXCP #123 & CXCP #238Kristi Faltarusso (CCO at Client Success) CXCP #169Somya Kapoor (Co-Founder & CEO) CXCP #199Lynn Schlesinger (CXO at Forbes) CXCP #241Craig Tobin (CEO at Ascent Business Partners) CXCP #2483. Pillar #3 Process featured guests include:Erik Huberman (Founder & CEO at Hawke Media) CXCP #240Uku Tomikas (CEO at Messente Communications) CXCP #214Melissa Kwan (Co-Founder & CEO at eWebinar) CXCP #204John Spottiswood (Chief Operating & Data Officer at Jerry) CXCP #234Dennis Yu (CEO of Blitzmetrics) CXCP #135Deon Nicholas (Founder & CEO at Forthought AI) CXCP #175Declan Ivory (VP of Global Customer Support at Intercom) CXCP #205Vasco Pedro (Co-Founder & CEO at Unbabel) CXCP #1394. Pillar #4 Feedback featured guests include:Morgan J. Ingram (Founder & CEO at AMP) CXCP #196Nick Francis (Founder & CEO at Help Scout) CXCP #163Steve Cornwell (Serial Founder & Investor) CXCP #203Natalie Onions (VP of Customer Experience at Customer.io) CXCP #190Bill Staikos (Head of CX at BNY Mellon) CXCP #166Ethan 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 showContact 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!!

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…

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 TobinClick here to learn more about Ascent Business PartnersHuge 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!Support the showContact 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!!

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 QuestionProHuge 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 showContact 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!!

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 PansinoClick here to learn more about VeloduHuge 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 showContact 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!!

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 possible3. Leveraging AI to improve your agent & employee experiences 4. Building "break-walls" for your customer support team at scale5. Creating chat-bots that actually help your customers from the get goClick here to learn more about Vivek Bhaskaran Click here to learn more about QuestionProHuge 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 showContact 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!!

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.comIn 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 AlbertsonHuge 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 showContact 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!!

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 showContact 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!!

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 RodewaldClick here to learn more about Erica McMannesClick here to learn more about Instant TeamsHuge 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 Click here to checkout the CXC website Email us at info@cxchronicles.com Remember To Make Happiness A Habit!!

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 SchlesingerClick here to learn more about ForbesHuge 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 Click here to checkout the CXC website Email us at info@cxchronicles.com Remember To Make Happiness A Habit!!

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 HubermanClick here to learn more about Hawke MediaHuge 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 Email us at info@cxchronicles.com Remember To Make Happiness A Habit!!

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. TaylorClick here to learn more about ImpartnerHuge 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 Remember To Make Happiness A Habit!!

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 RoquetClick here to learn more about Gleen AIHuge 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 Email us at info@cxchronicles.com Remember To Make Happiness A Habit!!

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 AIIn 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 & others4. 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 AIHuge 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 Remember To Make Happiness A Habit!!

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 ToluaHuge 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!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!!

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 MortizClick here to learn more about American Dental AssociationHuge 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!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!!

Send us a Text Message.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 SpottiswoodClick here to learn more about JerryHuge 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 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!!

Send us a Text Message.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 NarayanaClick here to learn more about Sanas.aiHuge 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 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!!

Send us a Text Message.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 offerings5. How AI is taking over the world of consumer packaged goods  Click here to learn more about Trey WadeClick 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 focusSupport 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!!

Send us a Text Message.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 world2.  Leveraging & embracing AI to scale your business 3.  Networking & learning from some of the best & brightest in the CX space4.  Future events + post conference thoughts, ideas & CTAs5.  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 Remember To Make Happiness A Habit!!

Send us a Text Message.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 FaltorussoClick 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 Remember To Make Happiness A Habit!!

Send us a Text Message.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 ConveryClick here to learn more about AscendrIf 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 Remember To Make Happiness A Habit!!

Send us a Text Message.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 LoveIf 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 Remember To Make Happiness A Habit!!

Send us a Text Message.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 Remember To Make Happiness A Habit!!

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 Remember To Make Happiness A Habit!!

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 HuttonIf 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 showContact 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!!

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 MatulichClick here to checkout Customer Management PracticeIf 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 showContact 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!!

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 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. Simon is a member of the Forbes Technology Counsel a board member at Boston Uncornered and an active member of YPO. 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 earns4. 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 TaylorClick here to checkout HYCUIf 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 showContact 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!!

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 intelligenceIn 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 ThompsonClick here to checkout Ei EvolutionIf 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 showContact 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!!

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 intimately5. 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 NasonClick here to checkout MOFIIf 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 showContact 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!!

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 KrissClick here to learn more about Simon's BookClick 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 showContact 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!!

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 WaidClick here to learn more about FICOIf 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 showContact 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!!

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 ArmbrusterClick here to learn more about The Verde GroupIf 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 showContact 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!!

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 showContact 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!!

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 showContact 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!!

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 PortigalClick here to learn more about Steve's new bookIf 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/cxchroniclesSupport the showSupport the showContact 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!!

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 CommunicationsIf 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/cxchroniclesSupport the showContact 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!!

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 ElmoreClick here to learn more about SimplyNotedIf 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/cxchroniclesSupport the showContact 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!!

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/cxchroniclesIn 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 MartinClick here to learn more about GlanceIf 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/cxchroniclesSupport the showContact 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!!

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 PereiraClick here to learn more about RemotishIf 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 showContact 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!!

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 ChesireClick here to learn more about ServiceNowIf 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

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 promoters3. 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 BarroClick here to learn more about NPS PrismIf 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