Cx Chronicles Podcast

Hey CX Nation,In this week's episode of The CXChronicles Podcast #169 we welcomed Kristi Faltorusso, Chief Customer Officer at ClientSuccess.ClientSuccess is revolutionizing the way SaaS companies manage, retain, and grow their existing customer base. They help SaaS companies proactively manage customer relationships, measure customer health, minimize churn and maximize revenue.ClientSuccess is a simple yet sophisticated solution that both the front-line CSMs and any Executive team will love. For the CSMs, they bring together the tools, best practices, insights and analytics that they will need to proactively manage their customers & future portfolios. For the Executives, they deliver the deep analytics, metric and reports to provide a comprehensive view of the customer health of their SaaS business.In this episode Kristi 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 f

Hey CX Nation,In this week's episode of The CXChronicles Podcast #168 we welcomed Abby Hammer, Chief Customer Officer at ChurnZero. ChurnZero is Customer Success software for growing SaaS and subscription businesses. Their platform is designed to integrate with CRM systems and tightly into an application or service. In doing so, ChurnZero (1) helps businesses understand how their customers use their product, (2) assesses their health and their likelihood to renew, and (3) gives the business the means to automate and personalize the customer experience through timely and relevant touch-points, including in-app content.ChurnZero customers find instant ROI as their customer success managers are immediately more productive and better informed and their customers are getting better just-in-time service from the automated playbooks.In this episode Abby and Adrian chat through how she has tackled The Four CX Pillars: Team,  Tools, Process & Feedback throughout her career + shares some of the tips & tric

Hey CX Nation,In this week's episode of The CXChronicles Podcast #167 we welcomed Chuck Frydenborg, CEO at MarketMuse.MarketMuse uses AI to accelerate content planning, creation and optimization. The MarketMuse platform identifies content quality issues on your site and builds blueprints that show you exactly how to write to cover a topic comprehensively.Publishers, content creators and e-commerce managers use MarketMuse to realize improvements in search performance. This is yet another potential tool that customer focused business leaders can add to their arsenal to create world-class customer experiences in their growing business. People often forget that brand new customers start the very beginning of their customer experience with a company or brand by engaging with their content. White-papers, case studies, blogs, industry reports and podcasts are becoming the new normal for modern marketing efforts to get new people into your sales funnel or customer journey. In this episode Chuck and Adrian chat t

Hey CX Nation,In this week's episode of The CXChronicles Podcast #166 we welcomed Bill Staikos, Senior Vice President of Industry Solutions at Medallia. Medallia is the pioneer and market leader in experience management.  Bill leads the Industry Solutions team globally,  they work each day towards bringing deep domain expertise across industries, and in specialty areas including. Analytics/AI/ML, Employee Experience, Digital and Contact Center to help their clients win through customer & employee experience, no matter their level of maturity.Bill is also the host of the award winning podcast "Be Customer Led" a show that explores how organizations are developing and nurturing customer-led cultures on their journey to create customer and employee experiences that keep their people engaged and coming back for more.In this episode Bill  and Adrian chat through how  Bill has tackled The Four CX Pillars: Team,  Tools, Process & Feedback in his career + he shares some of the tips & tricks

Hey CX Nation,In episode #165 of The CXChronicles Podcast we welcomed Aaron Biggs, Vice President of Revenue at Deft based in Chicago, IL. The Deft team humanizes technology. By actively listening to their clients, learning and collaborating to develop tailored solutions that perfectly fit their customer needs. Deft also designs, builds, operates, secures, and scales unique technology solutions with a singular purpose: to deftly deliver on the promise of technology for their customers.   In this episode Aaron and Adrian chat through how Deft tackles The Four CX Pillars: Team,  Tools, Process & Feedback + share some of the tips & tricks that have worked for the team as they've built & grown their customer portfolio & revenue.  **Episode #165 Highlight Reel:**1. Building a "Swiss Army Knife" of strategic partners to build and scale your business 2. Creating value-packed information during your discovery calls to attract ICPs  3.  Calculating the opportunity cost for properly utili

Hey CX Nation,In episode #164 of The CXChronicles Podcast we welcomed Will Haire, CEO & Founder at BellaVix based in Cary, North Carolina. BellaVix is a marketplace management agency helping retail brands systematically multiply sales and achieve category domination with the aim to grow sales on Amazon and Walmart.  In this episode Will and Adrian chat through how BellaVix tackles The Four CX Pillars: Team,  Tools, Process & Feedback + share some of the tips & tricks that have worked for the team as they've built & grown their customer portfolio & sales performance over time.**Episode #164 Highlight Reel:**1. Building a business focused around optimizing for market places like Amazon and Walmart 2. How Amazon has changed consumer expectations for the future -- we want it right now! 3. Working with people that you trust to  ease and support your entrepreneurial journey  4. Building 90 day "blue prints" to keep your business & team focused  on its next checkpoint 5. Creati

Hey CX Nation,In episode #163 of The CXChronicles Podcast we welcomed Nick Francis, Co-Founder & CEO at Help Scout based in Boulder, CO + backed by a fully remote team spread across the globe. Help Scout is designed with your customers in mind. Provide email and live chat with a personal touch, and deliver help content right where your customers need it, all in one place.The customer experience is simple and training staff is painless, but Help Scout has all the powerful features that you need to provide great support at scale. With best in-class-reporting, an integrated knowledge base, 50+ integrations and a robust API, Help Scout lets your team focus on what really matters: your customer portfolio.Help Scout is trusted by 12,000+ customers in over 140 countries, including GrubHub, and AngelList In this episode Nick and Adrian chat through how Help Scout tackles The Four CX Pillars: Team,  Tools, Process & Feedback + share some of the tips & tricks that have worked for the team over at Help Scout

Hey CX Nation,In episode #162 of The CXChronicles Podcast we welcomed Tony Sternberg, Co-Founder and CEO at ProsperStack based in Minneapolis, MN.  ProsperStack is the drop-in cancellation flow that prevents churn and helps you understand why subscribers leave, so you can make informed product, pricing and remarketing decisions.Reduce churn by presenting special offers tailored to the specific reasons customers are leaving. Use those same offers to recapture lost revenue from past cancellations.In this episode Tony and Adrian chat through The Four CX Pillars: Team,  Tools, Process & Feedback + share some of the tips & tricks that have worked for the team over at ProsperStack as they've built & grown their team & customer portfolio.**Episode #162 Highlight Reel:**1. Ideas and techniques for mitigating churn & retaining your customers 2.  The benefit of working in a variety of industries & companies 3.  Having intention & focus with your sales, marketing & growth efforts 4. 

Hey CX Nation,In episode #161 of The CXChronicles Podcast we welcomed James Dodkins from Pega Systems & Rockstar CX based in Solihull, England & Cambridge, MA.Pega delivers innovative software that crushes business complexity. From increasing customer lifetime value to streamlining service, to boosting efficiency, Pega helps the world’s leading brands solve problems fast and transform their customer's business for tomorrow.  James has written books, delivered speeches & consulted across the world with amazing companies helping other customer focused business leaders  unlock their inner rockstar & build a world class customer experience plan for their customers. In this episode James and Adrian chat through The Four CX Pillars: Team,  Tools, Process & Feedback + share some of the tips & tricks that have worked for the team over at Pega & Rockstar CX as they've built & grown their team & customer portfolios.**Episode #161 Highlight Reel:**1. Why building a band &

Hey CX Nation,In episode #160 of The CXChronicles Podcast we welcomed Lisa Marie Fortier, Senior Vice President at Engine Insights based in St.Paul, Minnesota.ENGINE Insights is the research and analytics division of ENGINE, a global, full-service media and marketing services company.  In this episode Lisa Marie and Adrian chat through The Four CX Pillars: Team,  Tools, Process & Feedback + share some of the tips & tricks that have worked for the team over at Engine Insights as they've built & grown their team & customer portfolio.**Episode #160 Highlight Reel:**1.  Building research & insights focus areas within your growing company   2.  Why every team & role needs to have pliability baked into them  3.  Performing regular tool-kit & utilization audits as you scale4.  Why it's paramount to put "guard rails" around your processes5.  Having an "open-door" policy with your customers from day oneHuge thanks to Lisa Marie for coming on The CXChronicles Po

Hey CX Nation,In episode #159 of The CXChronicles Podcast we welcomed Ugis Balmaks, Founder & Managing Director @ RecruiterMill based in Riga, Latvia. Recruiter Mill helps online businesses hire A-players. Ugis and his team help their clients with one of the most paramount activities within building any business. Finding, onboarding & retaining awesome employees to manage your customers & processes as you scale. In this episode we focus on team building & ideas for how your business can optimize the way it builds its future applicant & employee experience roadmap.  The goal should be focused on creating new fans or promoters of your brand by what they experience inside of your hiring & interviewing processes, even if those folks don't land a job with your company, they leave feeling like it would have been a great place to be a part of. RecruiterMill  works exclusively with growth focused companies ( 10-100 employees) & acts as your in-house recruitment partner while you scale

Hey CX Nation,In episode #158 of The CXChronicles Podcast we welcomed Jonathan Shroyer, Chief Customer Experience Innovation Officer at Arise (Officium Labs) based in Miramar, FL. Arise Virtual Solutions (Officium Labs) has created a disruptive technology platform that connects the world’s biggest brands with a previously untapped network of small business owners and their agents.  This entrepreneurial network of work-from-home Service Partners creates exceptional customer experiences that increase sales, improve loyalty, and speed customer growth. The Arise® Platform enables Brands to transform the relationship between their company and their customers through state-of-the-art security, access to Brand advocates, and on-demand flexible capacity to handle sudden or seasonal volume changes.Listen to Jonathan and Adrian chat through The Four CX Pillars: Team,  Tools, Process & Feedback + share some of the tips & tricks that have worked for Arise  as they've built & grown their business to impro

Hey CX Nation,In episode #157 of The CXChronicles Podcast we welcomed Ryan Stuart, CEO & Founder at Kapiche based in Brisbane, Australia & Salt Lake City, Utah. Kapiche is a new breed customer insights platform that delivers deep, contextual understanding into your customer’s experience, without manual coding or hand reading thousands of customer comments.The richest insights are found at the intersection of qualitative and quantitative data from every stage of the customer journey. Kapiche can help your team combine data from any source to make laser-focused business decisions for your organization.Listen to Ryan and Adrian chat through The Four CX Pillars: Team,  Tools, Process & Feedback + share some of the tips & tricks that have worked for Kapiche  as they've built & grown their business to improve the future of the customer experience & success space. **Episode #157 Highlight Reel:**1. The emergence of Voice of Customer (VOC) reporting & roles in the CX/CS landscape 2. 

Hey CX Nation,In episode #156 of The CXChronicles Podcast we welcomed Daniel Rodriguez, Chief Marketing Officer at Simplr based in Nashville, Tennessee and the co-author of the new book "Experience is Everything". Simplr® offers companies a human-first, machine-enabled customer experience solution that meets the demands of the NOW Customer across all digital channels. Offering a combination of a uniquely talented, flexible, and scalable staffing pool, AI-based technology, and actionable intelligence. Simplr allows companies to immediately expand their customer service capacity and engage customers with speed, empathy, and precision as they grow and scale.Listen to Daniel and Adrian chat through The Four CX Pillars: Team,  Tools, Process & Feedback + share some of the tips & tricks that have worked for Simplr as they've built & grown their business & team to improve the future of the customer experience & contact center space.**Episode #156 Highlight Reel:**1.  Post COVID con

Hey CX Nation,In episode #155 of The CXChronicles Podcast we welcomed Michael Yinger, Chief Operating Officer & Co-Founder at Resume Sieve based in Charlotte, North Carolina. Michael and his team at The Sieve™ are building one of the world's leading candidate evaluation platforms that fast-tracks the resume assessment process. Applicant Tracking Systems (ATS) have been helping businesses with optimizing their hiring efforts & employee experiences for years, but Resume Sieve provides its customers with additional support & technology while searching for the perfect new hire.  Over the course of his career, Michael has delivered positive results for every company he's been apart of, dealt with senior level clients (CxO level) across a variety of industries, and he's established efficient organizations and partnerships across the world, within startups and established companies. Michael and Adrian also chat through The Four CX Pillars: Team,  Tools, Process & Feedback to share some

Hey CX Nation,In episode #154 of The CXChronicles Podcast we welcomed Gaurav Bhattacharya, CEO at Involve AI based in Los Angelas, CA. Similar to CXC, Gaurav & his team are on a mission to make the world's companies more customer centric. Involve.ai organizes all customer data and makes it useful to stop customers from leaving and expand them to increase revenue. The magic is in the AI to find signals from all unstructured data and predict churn and expansion from sources like CRM, product usage and behavior data, emails, calls, and support channels.Gaurav and Adrian also chat through The Four CX Pillars: Team,  Tools, Process & Feedback to share some of the tips & tricks that have worked for Involve AI as they've built & grown their business & team.**Episode #154 Highlight Reel:**1. Expanding your team's customer health scoring visibility to grow your business 2.  Building a team focused on collaboration, humility, ownership & intrinsic motivation  3.  The average SMB b

Hey CX Nation,In episode #153 of The CXChronicles Podcast we welcomed Jeff Rosenblum, Founding Partner of Questus based in New York City. Jeff Rosenblum is an advertising agency founder, documentary filmmaker and an admitted pain in the ass (his words, not ours). He is widely regarded as one of the leading innovators in the field of digital marketing and has worked on teams that have helped revolutionize market research, publishing, sports broadcasting and interactive advertising.He is the Founding Partner of Questus, a digital marketing agency that has worked with some of the world’s most influential brands including American Express, Bloomberg, Capital One, Discovery Channel, Disney, Driscoll’s, General Mills, Ford, ESPN, Suzuki Motorcycles, The NFL, Universal Orlando, Verizon and more.Jeff and Adrian also chat through The Four CX Pillars: Team,  Tools, Process & Feedback to share some of the tips & tricks that have worked for Questus as they've built & grown their business & team acros

Hey CX Nation,In episode #152 of The CXChronicles Podcast we welcomed Sam Ruben, Chief Sustainability Officer at Mighty Buildings, based in Oakland, California. Sam Ruben brings a sustainability and innovation focus to everything he does. He is passionate that today’s organizations consider sustainability as a core aspect, not merely as a moral principle but as an avenue towards an improved bottom line and increased brand value and overall customer & employee experiences.Sam worked with the Bay Area Climate Collaborative to develop a marketing plan to encourage fleet managers to buy EVs; helped the City of Berkeley launch its Open Data Portal, including developing focus groups and other community outreach strategies and attention-grabbing infographics; and developed an operations plan for a sustainable seaweed farm for Olazul which has since spun off a for-profit entity to bring the seaweed to market.His work has resulted in savings of more than (pay attention to these KPIs below):• $9,720,343• 19,298,227

Hey CX Nation,First things first, Happy New Year's to everyone, I hope that all of you had an awesome holiday season!This is the first episode of Season 5 of The CXChronicles Podcast and we wanted to kick the year off with a bang (crazy to look back and see that we have 150+ episodes of the podcast). In episode #151 of The CXChronicles Podcast we welcomed Robert Hall also know as "Slobby Robby based out of Tucson, AZ. Slobby Robby (real name – Robert Hall) is an American store owner and reality TV star who sells and collects vintage clothing and memorabilia from the 1980s and 1990s, including bootleg clothing, games, toys, sneakers, jerseys, jewelry, and luxury leather bags.In addition, Robby refurbishes vintage pieces to make them more current. In 2018, the Slobby's World television series was released. It also ran on Netflix. The show follows Hall and his staff as they search for and evaluate unique collectibles, toys, and clothing from across the US.Robby and Adrian also chat through The Fou

Hey CX Nation,In episode #150 of The CXChronicles Podcast we welcomed Fred Reichheld, Bain Fellow at Bain & Company based in Boston, MA. Bain & Company is a global consultancy that helps the world’s most ambitious change makers define the future. Fred Reichheld is the creator of the Net Promoter System℠ (NPS®) and one of the world’s leading experts on customer and employee loyalty. The best-selling author of four books on loyalty, he is a fellow at Bain & Company and founder of Bain’s Loyalty practice, which helps companies achieve results through customer and employee loyalty. His latest book, coauthored with Bain’s Rob Markey, is The Ultimate Question 2.0: How Net Promoter Companies Thrive in a Customer-Driven World (Harvard Business Press, 2011). In the book, Fred and Rob examine how NPS practitioners, including Apple Retail, Philips, Charles Schwab, Allianz, American Express and Intuit, have utilized this system to generate extraordinary results. They also explain how NPS helps companies becom