Cx Chronicles Podcast

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 CXChronicl

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-pl

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

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,

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 jo

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 journe

Hey CX Nation,In this week's episode of The CXChronicles Podcast #223 we  welcomed Simon Taylor, the CEO and founder of HYCU, the worlds fastest growing multicloud data protection company. Simon has more than 20 year's experience in go-to-market strategy development, product marketing and channel sales management for the tech industry. He has worked with leading companies such as Comtrade Group, Forrester Research, Putnam Investments and Omgeo. Simon is a board member at Uncornered, an active member of YPO, and a Research Fellow at Boston College. Simon founded, HYCU in 2018 as a pioneering enterprise software company specializing in data backup, recovery and monitoring for multi-cloud environments. In March of 2021 HYCU received an $87.5M A round investment led by Bain Capital Ventures (BCV). In June of 2022 HYCU received an $53M B round with existing investors BCV, Acrew Capital and new investors Atlassian Ventures, Cisco Investments. Okta Ventures closed out the Series B in October of 2022 to bri

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

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

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 &

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

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 th

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 bo

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 c

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 CT

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 y

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 & t

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

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, Nic

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 experi