Cx Chronicles Podcast

Hey CX Nation,In this week's episode of The CXChronicles Podcast #189  we welcomed Joel Passen, Co-Founder at Sturdy based in Portland, OR.  Before co-founding Sturdy, a next-gen customer intelligence solution that detects and captures critical signals from everyday customer feedback, Joel served as the Head of Global Sales at Beamery leading enterprise go-to-market teams in the US and UK. In 2009, Joel co-founded Newton Software, a B2B SaaS company headquartered in San Francisco that was acquired by Paycor (2016). Prior, Joel co-founded Gravity Technologies, Inc., a company that owned and operated businesses in the talent acquisition industry. He led this bootstrapped company to be named to San Francisco Business Times' Fastest Growing Companies list in 2005, 2006, 2007, and 2008. In this episode, Joel and Adrian chat through how he has tackled The Four CX Pillars: Team,  Tools, Process & Feedback throughout his career + shares some of the tips & tricks that have worked for him across his o

Hey CX Nation,In this week's episode of The CXChronicles Podcast #188  we welcomed Ken Peterson, President CX at QuestionPro based in Austin, TX. Ken has over two decades of experience in the customer experience research space with industry experience in retail, technology, hospitality, financial services, automotive and transportation with a recent focus on financially linked business insights, SaaS deployments, and CX consultation. This ties in with his long history of P&L responsibility and detailed understanding of improving business operations. With a background in Mathematical Operations Research, he’s eager to find ways that companies can be more profitable through truly actionable insights into data.In this episode, Ken and Adrian chat through how he has tackled The Four CX Pillars: Team,  Tools, Process & Feedback throughout his career + shares some of the tips & tricks that have worked for him across his own customer focused business leader journey.**Episode #188 Highlight Reel:**1.

Hey CX Nation,In this week's episode of The CXChronicles Podcast #187  we welcomed Mark Slatin, Founder at EmpoweredCX based in Lewes, Delaware. Mark helps his clients by listening to them and really understanding their goals, vision, and challenges.  Whether you are just launching or ready to take the journey to the next level, Mark leverages his "real world" experience that only comes from serving as a CX practitioner across multiple businesses & industries over the years.His focus for the last decade has been leading an award-winning CX journey from launch to maturity at Sandy Spring Bank . During that time, the Bank received numerous awards including The CX Innovation Award (2X), Great Places to Work, Forbes America's Best Bank, and American Banker Best Bank to Work For, The Washington Post Top Workplace, among others.Today, Mark spends much of his time working with his clients + hosting The Delighted Customers Podcast (Adrian was able to be a guest on his show recently, chatting a

Hey CX Nation,In this week's episode of The CXChronicles Podcast #186  we welcomed Jay Baer, Founder of Convince and Convert based in Bloomington, IN. Jay is a Marketing & CX expert + Hall of Fame Keynote speaker who has written countless books (including Hug Your Haters) & speaks all over the world about how business leaders can improve their customer experiences & success. He also has an awesome twice monthly newsletter the Baer Facts: on marketing, CX, tequila and other life hacks.  I had the privilege of spending time with Jay and several other CX/CS thought leaders in Philadelphia a few years ago at an event for Comcast and we've remained connected ever since, he's hands down one of the best in the business & we were thrilled to have him on the podcast.  In this episode, Jay and Adrian chat through how he has tackled The Four CX Pillars: Team,  Tools, Process & Feedback throughout his career + shares some of the tips & tricks that have worked for him across his own

Hey CX Nation,In this week's episode of The CXChronicles Podcast #185  we welcomed Celia Fleischaker, Chief Marketing Officer at Verint based in New York. Verint® helps the world’s most iconic brands build enduring customer relationships by connecting work, data, and experiences across the enterprise. Verint helps its customers navigate and thrive as they adapt to the future of work, eliminate the inefficiencies created by organizational and data silos, and consistently deliver differentiated experiences at scale across every interaction.  In this episode, Celia and Adrian chat through how she has tackled The Four CX Pillars: Team,  Tools, Process & Feedback throughout her career + shares some of the tips & tricks that have worked for her across her own customer focused business leader journey.**Episode #185 Highlight Reel:**1. The role that marketing plays in building your customer experiences 2. Finding time to meet in person with your customers & team (outside of remote) 3. Understanding w

Hey CX Nation,In this week's episode of The CXChronicles Podcast #184  we welcomed Jean Patrick, CEO at ScaleUp Edge based in Denver, CO. The ScaleUp phase is the shortest phase of a company’s growth and has different value drivers to the early-stage startup and scaled enterprise phases. The ScaleUp Edge team is maniacally focused on sharing the logic behind the ScaleUp phase and to provide right-sized resources to help create value to all things ScaleUp. In this episode, Jean and Adrian chat through how she has tackled The Four CX Pillars: Team,  Tools, Process & Feedback throughout her career + shares some of the tips & tricks that have worked for her across her own customer focused business leader journey.**Episode #184 Highlight Reel:**1. Building your business foundation to be ready to scale as your grow! 2. How you decide which people investments to make + not hiring for titles 3. Understanding what you're solving for before building your tech-stack 4. Connecting your customer journey

Hey CX Nation,In this week's episode of The CXChronicles Podcast #183  we welcomed Aye Moah, CEO @ Boomerang based in Mountain View, CA. Boomerang is the leader in thoughtful email productivity software that empowers people to focus on what matters on the world’s top email platforms. Since 2010, Boomerang has helped its customers be more productive by analyzing the context of work and adding value on top of it. Today, Boomerang enables millions of Gmail and Outlook users around the globe to schedule & prioritize their inbox and be more productive. In this episode, Aye and Adrian chat through how she has tackled The Four CX Pillars: Team,  Tools, Process & Feedback throughout her career + shares some of the tips & tricks that have worked for her across her own customer focused business leader journey.**Episode #183 Highlight Reel:**1. Building Boomerang and helping millions of users with productivity hacking  2. How setting clear expectations early can drive CX & EX success as you scale 3.

Hey CX Nation,In this week's episode of The CXChronicles Podcast #182  we welcomed Fran Brzyski, Founder & CEO at Hark, based in New York City.Hark is reimagining Customer Experience. In a world where video has become an integral part of communication, how do we allow for customers to easily send their requests to their favorite brands while delivering the "perfect ticket" to CX teams?Hark does just that in a sophisticated way that opens up a new channel for customers to engage. In this episode, Fran and Adrian chat through how he has tackled The Four CX Pillars: Team,  Tools, Process & Feedback throughout his career + shares some of the tips & tricks that have worked for him across his customer focused business leader journey.**Episode #182 Highlight Reel:**1. The future of problem tickets & leveraging video to drive feedback & innovation 2. Why CX Leadership positions are incredibly difficult to serve & thrive in 3. Building Asynchronous feedback loops to drive trust &

Hey CX Nation,In this week's episode of The CXChronicles Podcast #181  we welcomed Tom Goodmanson, President & CEO at Calabrio based in Minneapolis, MN. Calabrio's products and services help their customers maximize agent performance, exceed customer expectations, and boost workforce efficiency using connected data, AI-fueled analytics, automated workforce management, and personalized coaching.​  In this episode, Tom and Adrian chat through how he has tackled The Four CX Pillars: Team,  Tools, Process & Feedback throughout his career + shares some of the tips & tricks that have worked for him across his customer focused business leader journey.**Episode #181 Highlight Reel:**1. Dividing and conquering your way to growth and scalability  2. Ideas for how your team can master the debate of "Build it or buy-it?"  3. Creating CX/EX focused "story tellers" within your business to grow & scale 4. Putting your developers in front of your customers early to expedite innov

Hey CX Nation,In this week's episode of The CXChronicles Podcast #180  we welcomed Tom DeWitt, P.h. D. Director of CXM@MSU and a fixed-term faculty member in the Department of Marketing of the Broad College of Business at Michigan State University. Tom is dedicated to advancing customer experience management globally by helping formalize and develop a framework for the field for more than a decade. Dr. DeWitt has provided customer experience management solutions to organizations and audiences around the world through consulting, workshops and presentations. Prior to joining academia, Tom enjoyed a career in the hospitality industry, where he served in senior management roles in the USA and Asia.  In this episode, Tom and Adrian chat through how he has tackled The Four CX Pillars: Team,  Tools, Process & Feedback throughout his career + shares some of the tips & tricks that have worked for him across his customer focused business leader journey.**Episode #180 Highlight Reel:**1. Building North Ame

Hey CX Nation,In this week's episode of The CXChronicles Podcast #179  we welcomed Tom Randle, CEO at Geckoboard based in London, England. Originally a UX and product guy, Tom spent the early years of his career building companies like Red Gate & Huddle in London. He leveraged those learnings and findings to become an intricate part of the Geckoboard team & eventually their CEO. Geckoboard helps their customers access and understand their data. Their dashboard software integrates with over 80 data sources so your team can build real-time KPI dashboards that you can share with your team in minutes.  In this episode, Tom and Adrian chat through how he has tackled The Four CX Pillars: Team,  Tools, Process & Feedback throughout his career + shares some of the tips & tricks that have worked for him across his customer focused business leader journey.**Episode #179 Highlight Reel:**1. How UX and mechanical engineering launched Tom's customer focused journey2. Why focusing on company cultu

Hey CX Nation,In this week's episode of The CXChronicles Podcast #178 we welcomed Tomer Rabinovich, CEO at Top Dog Global. Tomer grew his Amazon business with zero background in online sales. He has multiple brands that he sells on Amazon and built a full team in the Philippines. Tomer speaks at events all over the world and also teaches and consults other Amazon sellers actionable tactics that they can use to elevate their own businesses. In this episode, Tomer and Adrian chat through how he has tackled The Four CX Pillars: Team,  Tools, Process & Feedback throughout his career + shares some of the tips & tricks that have worked for him across his customer focused business leader journey.**Episode #178 Highlight Reel:**1. Riding The Amazon Wave and building amazing customer experiences2. How building customer success is its own form of magic 3. Building an Amazon brand & business in today's world 4. Paying attention to how history repeats itself while building your business5. Building a

Hey CX Nation,In this week's episode of The CXChronicles Podcast #177 we welcomed Larry Yatch, CEO at SEAL Team Leaders based in Boca Raton, FL. Larry and his SEAL Team Leaders help you create, expect and empower leaders at every level, just like a SEAL team.Every member of the SEAL team is a leader. When you have an organization full of SEAL leaders, this gives you the freedom to grow your business instead of just surviving business.All of these benefits allow you to create what you want - as an entrepreneur, as a team member, and as a customer & employee focused business leader. In this episode, Larry and Adrian chat through how he has tackled The Four CX Pillars: Team,  Tools, Process & Feedback throughout his career + shares some of the tips & tricks that have worked for him across his customer focused business leader journey.**Episode #177 Highlight Reel:**1. How you can bake the key traits of Navy Seals into your leadership & management team 2. Learning how your team can hold, pass

Hey CX Nation,In this week's episode of The CXChronicles Podcast #176 we welcomed Ethan Beute, Chief Evangelist at BombBomb, Host of The Customer Experience Podcast, and Wall Street Journal best-selling Author of "Human-Centered Communication" & "Rehumanize Your Business".Ethan has spent more than a decade helping people enjoy clearer communication, human connection, and higher conversion by replacing some of their faceless, digital communication with simple, personal video messages in emails, text messages, LinkedIn messages, Slack messages, and similar. He's sent more than 12,500 videos and co-authored two (and a half) books on the what, why, who, when, and how of this "relationships through video" movement. BombBomb makes it easy to record, send, and track video messages, allowing you to be “in person” with those who matter most to your business at any given time.More than 60 thousand business professionals in Mortgage, Finance, Insurance, and Real Estate use Bom

Hey CX Nation,In this week's episode of The CXChronicles Podcast #175 we welcomed Deon Nicholas, CEO & Co-Founder at Forethought AI based in San Francisco, CA.Forethought AI is a Silicon Valley software company founded by a team of Dropbox, Palantir, and Autonomy alumni in 2017. Their mission is to unlock human potential through the power of AI.Forethought transforms the customer experience by infusing human-centered AI at each stage of the customer support journey. With Forethought, organizations can resolve common cases instantly, predict and prioritize tickets, and assist agents with relevant knowledge—all from one AI platform. In this episode, Deon and Adrian chat through how he has tackled The Four CX Pillars: Team,  Tools, Process & Feedback throughout his career + shares some of the tips & tricks that have worked for him across his customer focused business leader journey.**Episode #175 Highlight Reel:**1.  How AI can transform any company's customer experience  & customer suc

Hey CX Nation,In this week's episode of The CXChronicles Podcast #174 we welcomed Gregorio Uglioni, CCXP an inspiring CX/CS executive who has come to be known as The CX GoalKeeper, based in Zurich, Switzerland. Greg has spent years helping a plethora of amazing companies with transforming and digitizing their CX/CS roadmaps. In short, Greg is a former Accenture consultant, who today is responsible for Business Transformation at the Cantonal Hospital of Winterthur based in Switzerland.  He's also a huge part of the global CX/CS community. He's authored several books, is the host of The CX GoalKeeper Podcast,  judges a variety of Customer Experience awards programs across the globe, is an international speaker and regular at webinars and conferences + lectures on customer experience & success at the University of Lucerne. In this episode of CXCP, Greg and Adrian chat through how he has tackled The Four CX Pillars: Team,  Tools, Process & Feedback throughout his career + shares some of the

Hey CX Nation,In this week's episode of The CXChronicles Podcast #173 we welcomed Palak Dalal Bhatia, Founder & CEO at Iris Agent, based in Mountain View, CA.  With proactive support and AI-powered ticket intelligence, IrisAgent makes it easy for support teams to work collaboratively with product and engineering organizations to prevent escalations, drive informed action, and align on what really matters for your customers.IrisAgent takes simple, repetitive tickets off your support team’s plate, but they pride themselves on being more than just a chatbot, they provide valuable insights & recommendations to aid your business. Unlike other players in this space, they take a 360-degree view of customer support operations, leveraging product and user context to gain meaningful insight into the ‘why’ behind tickets associated with bugs, performance issues, and outages to create support workflows and recommend operational improvements to improve your customer experience & success. In this episode o

Hey CX Nation,In this week's episode of The CXChronicles Podcast #172 we welcomed Fang Cheng, CEO & Founder at Linc based in Santa Clara, CA. Linc is the only CX Automation platform built for retail that is changing the conversation in commerce. Their award winning AI powers an infinitely scalable digital workforce for real conversations that solve real problems for your customers.Brands like Levi’s, Shiseido, Carter's OshKosh, and many others partner with Linc to deliver extraordinary experiences that span the customer lifecycle to reduce support costs, increase sales conversions, and grow revenue. In this episode of CXCP, Fang and Adrian chat through how she has tackled The Four CX Pillars: Team,  Tools, Process & Feedback throughout her career + shares some of the tips & tricks that have worked across her customer focused business leader journey.**Episode #172 Highlight Reel:**1. How sub-par customer experiences can help to ignite new business opportunities 2.  How product management

Hey CX Nation,In this week's episode of The CXChronicles Podcast #171 we welcomed Alister Esam, CEO & Founder at Process Bliss based in Newbury, England. Process Bliss helps their customers embed process  in their business to help it run like clockwork. Process Bliss helps optimize your company by identifying blockers, pinpointing the key processes, improving them on a regular basis + working with your team so they are apart of the process.   Ultimately, people are smarter than process, which is why Process Bliss not only manages your recurring processes, it shows you where process is failing your people, and empowers them to complete it in the best way they know how.In this episode of CXCP, Alister and Adrian chat through how he has tackled The Four CX Pillars: Team,  Tools, Process & Feedback throughout his career + shares some of the tips & tricks that have worked across his customer focused business leader journey.**Episode #171 Highlight Reel:**1. Why process is typically dealt with as a

Hey CX Nation,In this week's episode of The CXChronicles Podcast #170 we welcomed Ilenia Vidili, Customer Centricity Advisor, Speaker & Author based in Milan, Italy. Ilenia has over a decade of experience in both business-to-consumer and business-to-business companies. She works with her clients to close the gap between internal and external stakeholders  to find new opportunities ripe for customer centricity optimization. Ilenia is currently the founder of The Smarter Crew, a customer-centricity consultancy and training company helping a plethora of businesses in Europe to close those gaps by thinking differently, combating inefficient processes, turning product mentalities into people mentalities, and improving their overall customer focus. In this episode of CXCP, Ilenia and Adrian chat through how she has tackled The Four CX Pillars: Team,  Tools, Process & Feedback throughout her career + shares some of the tips & tricks that have worked across her customer focused business leader journe