Cx Chronicles Podcast

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

Hey CX Nation,In this week's episode of The CXChronicles Podcast #208 we  welcomed Lloyed Lobo,  Author, From Grassroots To Greatness, Co-Founder at Boast.AI & Traction. Lloyed Cofounded and helped bootstrap Boast.AI to 8 figures ARR. Boast is a fintech platform that provides businesses with R&D and Innovation funding. He also Cofounded and helped bootstrap Traction to more than 100,000 entrepreneurs and innovators. Traction is a global community that brings leaders behind the fastest-growing companies such as Shopify, Atlassian, Twilio, MailChimp, Github, Intercom, Calendly, Zapier, and more to share learnings on how to build and scale companies via podcasts, meetups, retreats, and conferences.In this episode, Lloyed and Adrian chat through how he has tackled The Four CX Pillars: Team,  Tools, Process & Feedback and shares tips & best practices that have worked across his own customer focused business leader journey.**Episode #208 Highlight Reel:**1. Being a refugee of the gulf war and u

Hey CX Nation,In this week's episode of The CXChronicles Podcast #207 we  welcomed Howard Moodycliffe, CEO at Timetoreply based in Capetown, South Africa. Timetoreply software empowers your team members to perform their best, all of the time by showing them their live email stats and automatically prioritizing the emails and leads they need to attend to next. Team managers get real-time dashboards to track metrics & reply times, email volume, resolution times and follow-up cadences across shared and individual mailboxes. In this episode, Howard and Adrian chat through how he has tackled The Four CX Pillars: Team,  Tools, Process & Feedback and shares tips & best practices that have worked across his own customer focused business leader journey.**Episode #207 Highlight Reel:**1. Understanding & learning from your earliest customers about how to deliver value  2. Finding signals, clues & customer opportunities in your inbox  3. Keeping your tech-stack simple to help drive growth + ease

Hey CX Nation,In this week's episode of The CXChronicles Podcast #206 we  welcomed Marius Laza, Chief Customer Officer at Tidio based in San Francisco, CA. Tidio is a global leader in customer service software. Tidio’s user-friendly platform enables 300,000+ businesses worldwide to deliver smarter, faster support to their customers.With a full suite of customer service solutions, Tidio offers live chat, chatbots, ticketing, and AI-powered virtual support agents to help you solve customer problems and improve your conversion rates. Tidio’s software operates across all major content management systems, e-commerce platforms, and social media channels.In this episode, Marius and Adrian chat through how he has tackled The Four CX Pillars: Team,  Tools, Process & Feedback and shares tips & best practices that have worked across his own customer focused business leader journey.**Episode #206 Highlight Reel:**1. Customer experience & customer success done well is modern selling! 2. People will always

Hey CX Nation,In this week's episode of The CXChronicles Podcast #205 we  welcomed Declan Ivory, VP of Customer Support at Intercom based in San Francisco, CA. Declan is an experienced customer focused business leader with a passion for building and developing high-performing teams and applying digital technologies to support organizations through major business transformation. Today Declan leads the customer support function at Intercom and works with their leadership team to keep a pulse on the voice of customer (VOC) and help optimize and scale their team & solutions into the future. In this episode, Declan and Adrian chat through how he has tackled The Four CX Pillars: Team,  Tools, Process & Feedback and shares tips & best practices that have worked across his own customer focused business leader journey.**Episode #205 Highlight Reel:**1. Learning what your customers expect from world class customer support at companies like Google, Amazon, Tableau & Intercom. 2. Leveraging customer

Hey CX Nation,In this week's episode of The CXChronicles Podcast #204 we  welcomed Melissa Kwan, Co-Founder and CEO at eWebinar based in Vancouver, British Columbia.  Melissa is a 3rd time bootstrapped founder. Her previous company, Spacio (real estate tech) was acquired in 2019. eWebinar was the product she always dreamt about because she was drowning in customer webinars every day for 5 years.The eWebinar team is now on a mission to give people their time back so they can do something else more fun, because that's what life is about.We don't need to work harder, we need to work more creatively In this episode, Melissa and Adrian chat through how she has tackled The Four CX Pillars: Team,  Tools, Process & Feedback and shares tips & best practices that have worked across her own customer focused business leader journey.**Episode #204 Highlight Reel:**1. Lessons learned about serving customers from a 3X  bootstrapper founder2. Helping customers build automated, asynchronous webinars to

Hey CX Nation,In this week's episode of The CXChronicles Podcast #203 we  welcomed Steve Cornwell, Senior Vice President of Strategy, Customer Education at Gainsight and Founder of Northpass based in the New York City metropolitan area. Northpass, now part of Gainsight, is the market-leading digital customer education and training platform.Northpass empowers businesses to elevate their customer experience and optimize operational efficiency through digital learning. Iconic brands, including Walmart and Johnson & Johnson, and hundreds of growth businesses, like Pipedrive and Freshworks, choose Northpass to power their digital customer academies. Their award-winning platform and expert services give companies a surefire path to transform outdated customer training methods into modern digital education and training programs that match how customers want to learn today and improve training efficiency, effectiveness, and reach.  In this episode, Steve and Adrian chat through how he has tackled The Four CX

Hey CX Nation,In this week's episode of The CXChronicles Podcast #202 we  welcomed Cytandra G. Hoover, MBA based in the Greater Chicago Area. Cytandra is a

Hey CX Nation,In this week's episode of The CXChronicles Podcast #201 we  welcomed Jeanette Wiley, Project Manager - CX at Owl Labs based in Boston, MA.   With the rise of the hybrid & remote work place where some of us work from the office and some of us from home (AKA the beach, cough, cough...) the need for better video solutions to communicate with your customers & team has become paramount. Owl Labs is building incredible video and audio technology solutions to help their customers communicate with their customers & teams. In this episode, Jeanette and Adrian chat through how the team at Owl Labs has tackled The Four CX Pillars: Team,  Tools, Process & Feedback and shares tips & best practices that have worked across her own customer focused business leader journey.**Episode #201 Highlight Reel:**1. How Owl Labs help their customers experience fully immersive meetings  2. Building a remote or hybrid playbook & tool-kit as your business scales  3. Connecting your CRM and custo

Hey CX Nation,In this week's episode of The CXChronicles Podcast we celebrate our #200 episode by welcoming Tom Shoemaker, VP of Product Marketing at Propel based in Santa Clara, CA.  Propel helps product companies grow revenue and increase business value. Their product value management platform connects commercial and product teams to optimize decision making, drive process efficiencies, and engage customers with compelling products and experiences. Recognized as a Deloitte Technology Fast 500 winner, Propel is built on Salesforce and drives product success for hyper growth startups, corporate pioneers, and Fortune 500 leaders in the high tech, med-tech and consumer goods industries.In this episode, Tom and Adrian chat through how the team at Propel has tackled The Four CX Pillars: Team,  Tools, Process & Feedback and shares tips & best practices that have worked across his own customer focused business leader journey.**Episode #200 Highlight Reel:**1. How early roles in engineering & market

Hey CX Nation,In this week's episode of The CXChronicles Podcast #199 we welcomed Somya Kapoor, CEO & Co-Founder at TheLoops based in San Jose, CA.TheLoops Intelligent Support Operations platform provides visibility, insights and automations across your support stack. Drive operational efficiency while utilizing insights to retain revenue and customers.TheLoops integrates product signals and customer data so you can understand what's happening outside your support tools without a data scientist. In this episode, Somya and Adrian chat through how she has tackled The Four CX Pillars: Team,  Tools, Process & Feedback and shares tips & best practices that have worked across her own customer focused business leader journey.**Episode #199 Highlight Reel:**1. Perfecting the art of predicting your customer's behaviors2. Leveraging the data in your tech-stack to build your feedback loops 3. How building your Voice Of Customer reporting creates awareness 4. Information and best practices abou

Hey CX Nation,In this week's episode of The CXChronicles Podcast #198 we welcomed Alex Ross, Chief Operating Officer at Hire Horatio CX based in New York, NY and Santo Domingo, Dominican Republic.Hire Horatio is a next-generation and tech-enabled customer support outsourcing firm aimed at providing a reliable and trusted handpicked team to allow businesses to “do what they do best and Hire Horatio for the rest.” Horatio partners with high-growth and innovative companies to develop their customer support strategy and provides a dedicated handpicked team to execute.They focus on the constant balance & refinement of daily improvements on their employee experiences (check out their new campus in Santo Domingo, DR) which reflects directly in the customer experiences that they provide their customers.  In this episode, Alex and Adrian chat through how he has tackled The Four CX Pillars: Team,  Tools, Process & Feedback and shares tips & best practices that have worked across his own customer focuse

Hey CX Nation,In this week's episode of The CXChronicles Podcast #197 we welcomed Evan Klein, Founder & President of Satrix Solutions based in Scottsdale, Arizona.For 25+ years, Evan Klein has been responsible for maximizing customer satisfaction, retention and profitability for businesses around the world. Evan is an enthusiastic champion for voice-of-customer driven change. As the Founder and President of Satrix Solutions, he counsels executives on the best ways to continually enhance the customer experience, create more loyal advocates and increase customer lifetime value. In this episode, Evan and Adrian chat through how he has tackled The Four CX Pillars: Team,  Tools, Process & Feedback and shares tips & best practices that have worked across his own customer focused business leader journey.**Episode #197 Highlight Reel:**1. Focusing on fixing the "leaky bucket" and mitigating churn at all costs  2. Building products & services that people actually want to invest in 3. How

Hey CX Nation,In this week's episode of The CXChronicles Podcast #196 we welcomed Morgan J. Ingram based in Atlanta, GA. Morgan was named a 4x LinkedIn Top Sales Voice and hosts the Muffins with Morgan Podcast + The SDR Chronicles & 1UP Formula with Morgan J. Ingram, check them out on your favorite podcast player today. With a decade of experience in content creation, Morgan is focused on leading the new era of narrative-led growth. His work has been featured in the LinkedIn Sales Insider, the Hubspot blog, and the Harvard Business Review.WHAT Morgan and the AMP Team DO: - Post content on how to be a better creator - B2B influencer marketing stats / best practices - Mental health & remote work optimization tips - Creates and posts content daily on sales, sales development, millennials and prospecting best practices (check out Morgan j. Ingram LinkedIn Profile below)- Coach SDRs/BDRs and AEs on how to break through the noise  In this episode, Morgan and Adrian chat through how he has tackled The F

Hey CX Nation,In this week's episode of The CXChronicles Podcast #195 we welcomed Valentin Radu, CEO at Omniconvert based in Bucharest, Romania & New York. Omniconvert partners with their clients to help them with unlocking their data to help drive customer growth and acquisition. Their core focus is all around increasing LTV and finding actionable insights to add value and help them scale into the future.  In this episode, Valentin and Adrian chat through how he has tackled The Four CX Pillars: Team,  Tools, Process & Feedback and shares tips & best practices that have worked across his own customer focused business leader journey.**Episode #195 Highlight Reel:**1. Leveraging amazing customer experiences to fuel your growth & lead generation 2. Diving into your customer and user data daily to drive innovation 3. Measuring and managing the key activities that make your customers happy 4. Getting your employees involved to help author your customer journey 5. Finding your North Star activi

Hey CX Nation,In this week's episode of The CXChronicles Podcast #194 we welcomed Emily Gray, Chief Customer Officer at Playvox based in Sunnyvale, California.  Playvox's powerfully simple workforce engagement management (WEM) solutions transform customer care. The team behind Playvox understands that exceptional employee engagement produces extraordinary customer experiences, and they love creating tools that help their customers unlock the full potential in every employee and every interaction. Playvox powers the world's fastest-growing brands. Their agent-empowering suite of workforce management, quality assurance, performance, learning, customer AI, and gamification lives seamlessly in the modern support operations ecosystem with tools like Amazon Connect, Salesforce, Slack, ServiceNow, and Zendesk.In this episode, Emily and Adrian chat through how she has tackled The Four CX Pillars: Team,  Tools, Process & Feedback and shares tips & best practices that have worked across her own c

Hey CX Nation,In this week's episode of The CXChronicles Podcast #193 we welcomed Agnese Spona, Managing Director at MadeFor. based in Amsterdam, Netherlands.  MadeFor provides learning experiences that help individuals and teams grow and stay competitive in a rapidly changing digital world.In this episode, Agnese and Adrian chat through how she has tackled The Four CX Pillars: Team,  Tools, Process & Feedback and shares tips & best practices that have worked across her own customer focused business leader journey.**Episode #193 Highlight Reel:**1. Why investing in your team & employees is the one of the first steps in building world class customer experiences 2. Start bursting your teammates bubbles and be more candid 3.  Why chronicling your history drives innovation & fuels tribal knowledge 4.  Ideas for how you can wrangle process management as you scale 5.  Compartmentalizing your customer & employee feedback to find focus   Huge thanks to Agnese for coming on The CXChronicles Po

Hey CX Nation,In this week's episode of The CXChronicles Podcast #192  we welcomed Michael Israel, Head of Field Service Evangelism at Zuper based in Seattle, WA.   Zuper is building digital solutions to help businesses provide exceptional customer experience. Their mission is to create the world’s most comprehensive tool for field workforce management.Zuper is growing at an exceptional rate, backed by some of the world’s leading venture capitalists (FUSE, Sequoia, Prime Venture Partners, HubSpot). Zuper powers more than 500+ organizations and has helped to serve more than six million work orders and helped numerous organizations achieve unprecedented growth.In this episode, Michael and Adrian chat through how he has tackled The Four CX Pillars: Team,  Tools, Process & Feedback throughout his career + shares some of the tips & tricks that have worked for him across her own customer focused business leader journey.**Episode #192 Highlight Reel:**1. Leveraging 50+ years of field services, technolog

Hey CX Nation,In this week's episode of The CXChronicles Podcast #191  we welcomed Ivaylo Yorgov, Managing Director at GemSeek based in London, England.  GemSeek is an award-winning Customer Experience services leader working with multi-billion revenue clients worldwide. They service their clients across sectors including telecommunications, healthcare, consumer, insurance & retail have seen customer acquisition, lifetime value and loyalty significantly increase. GemSeek establishes long-lasting relationships with their clients by helping them predict their customer behavior, listening to your customer feedback + helping to drive innovation and optimization on the CX/CS side of your business to help fuel growth.  In this episode, Ivo and Adrian chat through how he has tackled The Four CX Pillars: Team,  Tools, Process & Feedback throughout his career + shares some of the tips & tricks that have worked for him across her own customer focused business leader journey.**Episode #191 Highlight Ree

Hey CX Nation,In this week's episode of The CXChronicles Podcast #190  we welcomed Natalie Onions, Vice President of Customer Experience at Customer.io based in Columbus, OH. Customer.io is a versatile marketing automation tool for sending relevant messages based on behavior across web and mobile products.Impersonal messages lead to bad experiences. That’s why Customer.io uses real-time data to help you deliver the right message, exactly when it’s needed — like sending an event reminder over SMS or the perfect onboarding email. In this episode, Natalie and Adrian chat through how she has tackled The Four CX Pillars: Team,  Tools, Process & Feedback throughout her career + shares some of the tips & tricks that have worked for her across her own customer focused business leader journey.**Episode #190 Highlight Reel:**1. Lessons learned from climbing the ladder from a CSM to a VP of CX 2. Why organizing your customer facing team should be your top priority 3. Identifying where one role ends & th