Cx Chronicles Podcast

Hey CX Nation,In this week's episode of The CXChronicles Podcast #269, we welcomed Valerie Li,  Co-Founder & CEO of Duckie.ai based in San Francisco, CA.Duckie. ai is a no-code platform for customer support teams to build their own AI agents to deflect tickets and automate repetitive processes.In this episode, Valerie and Adrian chat through the Four CX Pillars: Team, Tools, Process & Feedback. Plus share some of the ideas that Michele & her team think through on a daily basis to build world class customer experiences.**Episode #269 Highlight Reel:**1. AI-Driven Support Is The Future 2. Enhancing CX and EX Through AI 3. Building Customizable AI Support Bots4. Leveraging Engineering For Strategic Growth 5. AI-Powered Customer Feedback Analysis  Click here to learn more about Valerie LiClick here to learn more about Duckie.aiHuge thanks to Valerie for coming on The CXChronicles Podcast and featuring her work and efforts in pushing the customer experience & contact center space into the futu

Hey CX Nation,Here's the first CXWeekly Update from CXC in a long time!This week's episode I walk through some ideas, goals & CTAs that I've learned from the 5 years of building CXC.Don't worry we have a ton of amazing guest interviews coming down the pipeline over the next couple of weeks.Part of our goal at CXC is to create more customer focused business leader content, including short episodes like these ones that are digestible, actionable & most importantly entertaining & valuable for all of you.Full candor, we also wanted to celebrate our 5 year anniversary of building CXChronicles. We are approaching 300+ episodes of customer focused business content, we've worked with almost 150+ companies across the world helping them make customer & employee happiness a habit & we are now partnered with some of biggest players in software & technology including Salesforce, Hubspot, Intercom, Zendesk, & Freshworks to name a few. If you enjoy The CXChronicles Podcas

Hey CX Nation,In this week's episode of The CXChronicles Podcast #267, we welcomed Michele Shane, SVP Business Development at UJet.CX based in San Francisco, CA. UJET is a next-generation cloud contact center platform that leverages AI to modernize the customer experience. The UJet.CX platform & services embed intelligent automation at every touchpoint, empowering agents, optimizing customer journeys, and transforming operations into real-time insight engines.In this episode, Michele and Adrian chat through the Four CX Pillars: Team, Tools, Process & Feedback. Plus share some of the ideas that Michele & her team think through on a daily basis to build world class customer experiences.**Episode #267 Highlight Reel:**1. Human-centric approach to CX & growing your business 2. Power of people over technology & building your vision 3. Slow is smooth & smooth is fast 4. Importance of constant feedback from customers, employees & builders 5. Taking action on the right bits of custome

Hey CX Nation,In this week's episode of The CXChronicles Podcast #266, we welcomed Adam Coffey, Founding Partner of The Chairman Group based in Dallas, TX.The Chairman Group™ is a consulting firm founded by Adam Coffey.  Adam spent 21 years building 3 national companies for 9 private equity firms.  During his career Adam completed 58 acquisitions and had $2.4 billion in successful exits.  As an author, Adam's books "The Private Equity Playbook" (2019) (2024), "The Exit Strategy Playbook" (2021) and Empire Builder (2023) all became #1 Amazon Best Sellers.His mission today is to help business owners, private equity firms and executives maximize outcomes. In this episode, Adam and Adrian chat through the Four CX Pillars: Team, Tools, Process & Feedback. Plus share some of the ideas that Adam & his team think through on a daily basis to build world class customer experiences.**Episode #266 Highlight Reel:**1. The "Pilot's Philosophy": Know Your Destination 2. F

Hey CX Nation,In this week's episode of The CXChronicles Podcast #265, we welcomed Mario Baddour, President & CEO of InteLogix, based in Park City, UT. InteLogix provides customer experience (CX) solutions and accounts receivable management (ARM) operations that enhance customer loyalty and revenue for their clients. They combine human engagement with digital tools and automation to minimize customer effort and boost loyalty by offer long-term value through scalable CX and both first-party and third-party ARM operations.Their mission is to make lives better by engaging, listening, and resolving consumer concerns and obligations with empathy and innovation. And advocate for their clients brands and reputations as their own.In this episode, Mario and Adrian chat through the Four CX Pillars: Team, Tools, Process & Feedback. Plus share some of the ideas that his team at InteLogix think through on a daily basis to build world class customer experiences.**Episode #265 Highlight Reel:**1. Focusing on bu

Hey CX Nation,In this week's episode of The CXChronicles Podcast #264, we welcomed Mika Yamamoto, Chief Customer and Marketing Officer at Freshworks based in San Mateo, CA. Freshworks Inc. (NASDAQ: FRSH) builds uncomplicated service software that delivers exceptional customer and employee experiences. Their enterprise-grade solutions are powerful, yet easy to use, and quick to deliver results. Their people-first approach to AI eliminates friction, making employees more effective and organizations more productive.Over 74,000 companies, including Bridgestone, New Balance, Nucor, S&P Global, and Sony Music, trust Freshworks’ customer experience (CX) and employee experience (EX) software to fuel customer loyalty and service efficiency.In this episode, Mika and Adrian chat through the Four CX Pillars: Team, Tools, Process & Feedback. Plus share some of the ideas that her team at Freshworks think through on a daily basis to build world class customer experiences.**Episode #264 Highlight Reel:**1. The p

Hey CX Nation,In this week's episode of The CXChronicles Podcast #263, we welcomed Maxime Marchand, Senior Director of Product Management at GoTo based in Montreal, Quebec, Canada. As the leader in cloud communications and IT, GoTo addresses real-world challenges with practical innovations and a customer-first mindset. They offer secure, reliable, and AI-enabled solutions that are simple to adopt for small and midsize businesses and scalable to enterprises worldwide. Customers around the world rely on our products—GoTo Connect, LogMeIn Rescue, LogMeIn Resolve, GoTo Webinar, Grasshopper, and more—for consistent high performance and unbeatable uptime on any device.In this episode, Maxime and Adrian chat through the Four CX Pillars: Team, Tools, Process & Feedback. Plus share some of the ideas that his team at GoTo think through on a daily basis to build world class customer experiences.**Episode #263 Highlight Reel:**1. Organizational alignment through product management  2. The journey from engineer t

Hey CX Nation,In this week's episode of The CXChronicles Podcast #262, we welcomed Pasquale DeMaio, Vice President at Amazon Web Services (AWS) based in Seattle, WA. Launched in 2006, Amazon Web Services (AWS) began exposing key infrastructure services to businesses in the form of web services -- now widely known as cloud computing.Today, Amazon Web Services provides a highly reliable, scalable, low-cost infrastructure platform in the cloud that powers hundreds of thousands of businesses in 190 countries around the world. With data center locations in the U.S., Europe, Singapore, and Japan, customers across all industries are taking advantage of our low cost, elastic, open and flexible, secure platform.In this episode, Pasquale and Adrian chat through the Four CX Pillars: Team, Tools, Process & Feedback. Plus share some of the ideas that his team at AWS think through on a daily basis to build world class customer experiences.**Episode #262 Highlight Reel:**1. How AWS thinks about team-building strate

Hey CX Nation,In this week's episode of The CXChronicles Podcast #261 we were capturing live interviews at Customer Contact Week at The Caeasar's Forum in Las Vegas, NV.We joined 5,000+ attendees, from 49 states, 51 countries, and spent time meeting & learning from 250+ of the largest solution providers in the CX & customer contact center space. Let's call it what is folks, this is essentially the "Super Bowl of CX" the best & brightest companies in our game gather at CCW to talk shop & share their latest & greatest features, gadgets & services.Our guest interviews for this IRL (in-real life) event episode included: Peter Nilsson (Microsoft), Michael Kinsella & Tomas Piacek (Klearcom), Ashu Dubey (Alhena AI) Janet Vito & Emily Cash (Cyara). Each of the guests in this episode had unique points of view on the state of CX/CS/Customer Support & what the future of business will look like in today's world thanks to our favorite new little buddy, AI. 

Hey CX Nation,In this week's episode of The CXChronicles Podcast #260, we welcomed Patrick McCullough, President of Hallmark Business Connections, based in Kansas City, MO. Just like you rely on Hallmark to strengthen your personal relationships, you can count on them to keep your business going and growing.We help businesses by turning customers into advocates, employees into champions and companies into more connected environments all through the power of an unexpected Hallmark card.Nothing better than a "tangible thank you" in a world where everything seems to be moving towards digital. In this episode, Patrick and Adrian chat through the Four CX Pillars: Team, Tools, Process & Feedback. Plus share some of the ideas that his team at Hallmark Business Connections think through on a daily basis to build world class customer experiences.**Episode #260 Highlight Reel:**1. Hallmark cards -- the game changer in a digital world 2. Leveraging traditional mediums to grow your business & CX ef

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. Par

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 the

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 experi

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 supportin

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 innovatio

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 an

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 custom

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 6

Hey CX Nation,In this week's episode of The CXChronicles Podcast #251 we welcomed Vinod Muthukrishnan, VP & COO at Webex by Cisco based in the San Francisco Bay Area, CA. Vinod leads all go-to-market, business and customer operations. He was previously Co-Founder/CEO of CloudCherry, a customer experience management company, which was acquired by Cisco in October 2019.Prior to that he spent nine years at sea as a First Officer before running Global Sales at Market Simplified. Based in the Bay Area, Vinod enjoys cricket and expanding his library of leadership and P.G. Wodehouse books.In this episode, Vinod and Adrian chat through the Four CX Pillars: Team, Tools, Process & Feedback. Plus share some of the ideas that his team at Webex by Cisco think through on a daily basis to build world class customer & employee experiences. **Episode #251 Highlight Reel:**1. How time in the Merchant Navy led to a career in entrepreneurship  2. Building CloudCherry & being acquired by Cisco  3. The shift o

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 (F