Cx Chronicles Podcast

Hey CX Nation,In episode #149 of The CXChronicles Podcast we welcomed Michael Epstein, Principal at PostPilot based in Greenville, SC. PostPilot helps businesses create and manage Direct Mail campaigns to reach existing and potential customers.PostPilot exists for the sole purpose of eliminating all of the pain-points that businesses of any size currently deal with in attempting to implement an effective Direct Mail strategy.Adrian and Michael also chat through The Four CX Pillars: Team,  Tools, Process & Feedback to share some of the tips & tricks that have worked for Simon and his team as they've built & grown their business.**Episode #149 Highlight Reel:**1. Leveraging postcard marketing to ignite your marketing & demand generation performance 2.  How you  get your first customers through the door and using your product or services3. Understanding & improving your marketing ROI & performance tracking4.  Understanding your customer journey & multi-threading your marketing ac

Hey CX Nation,In episode #148 of The CXChronicles Podcast we welcomed Simon Severino, CEO and Business Growth Coach at Strategy Sprints based in Austria. Strategy Sprints is currently working with a number of awesome startups, growth focused executives & leading brands around the world helping them get better clients, & focusing on doubling their revenues in 90 days .Simon talks with the CXNation about how they can create better marketing strategies, which leads to repeatable sales & over time improves your company's operations as you scale.Adrian and Simon also chat through The Four CX Pillars: Team,  Tools, Process & Feedback to share some of the tips & tricks that have worked for Simon and his team as they've built & grown their business.**Episode #148 Highlight Reel:**1. Ideas for how business owners can begin getting out of the weeds to improve their business 2. Increasing your conversion rates & customizing the "art of the deal" with your customers 3. The

Hey CX Nation,In episode #147 of The CXChronicles Podcast we welcomed Mike Myer, CEO and Founder at Quiq based in Bozeman, MT. Quiq is powering the next generation of business to consumer communications through async messaging. People text all the time with family and friends -- why not text with every business that you support?Through Conversational AI and Next Gen Contact Center, Quiq's Conversational Platform drives increased revenue, improved efficiency and higher CSAT for clients in eCommerce and Customer Care.Adrian and Mike chat through The Four CX Pillars: Team,  Tools, Process & Feedback to share some of the tips & tricks that have worked for Quiq as they've built & grown their company and team.**Episode #147 Highlight Reel:**1. What it's like selling your company to Oracle early on in your career & finding that major first win as an entrepreneur. 2. How every business can text message with their customers like they do their family & friends 3. Why Facebook, Apple,

Hey CX Nation,In episode #146 of The CXChronicles Podcast we welcomed Chelsea Bedard, Chief Revenue Officer at Cann based in Los Angelas, CA. Cann is the #1 selling THC-infused beverage in California according to BDS Analytics. Founded by Stanford and Harvard graduates, Cann is reshaping social drinking with their microdosed, non-alcoholic beverages that deliver a perfect, uplifting feeling every time. Chelsea shares her experiences of building the sales & revenue team at Cann and what she's learned  on her personal journey about finding new customers, understanding their needs and working hard at keeping them coming back again and again in the future. Adrian and Chelsea chat through The Four CX Pillars: Team,  Tools, Process & Feedback to share some of the tips & tricks that have worked for Cann as they've built & grown their company and team.**Episode #146 Highlight Reel:**1. How Cann is taking a totally different twist on the burgeoning cannabis industry & changing the future

Hey CX Nation,In episode #145 of The CXChronicles Podcast we welcomed Jason Hennessey, CEO at Hennessey Digital based in Los Angelas, CA.Jason Hennessey is an internationally-recognized SEO expert, author, speaker, entrepreneur, and business executive. Since 2001, Jason has been reverse-engineering the Google algorithm as a self-taught student and practitioner of SEO and search marketing.His expertise led him to grow and sell multiple businesses, starting with a dot-com in the wedding industry. After presenting his SEO knowledge to a group of lawyers in 2009, Jason founded and later sold Everspark Interactive, cementing his reputation as a thought leader and authority in SEO for the legal industry. As CEO of Hennessey Digital since 2015, Jason grew a small consultancy to a $10MM+ business that made the Inc. 5000 list for the second year in a row in 2020, and he also runs SEO industry news site iloveseo.com. Adrian and Jason chat through The Four CX Pillars: Team,  Tools, Process & Feedback to share some o

Hey CX Nation,In episode #144 of The CXChronicles Podcast we welcomed Dave Withers, CEO at Vertis in the San Francisco Bay area. The Vertis Market Intelligence Platform leverages billions of data points and proprietary data science to help business leaders implement data-driven talent and location strategies. Their platform delivers dynamic insights to executive, HR, and real estate leaders in high-growth enterprise organizations, allowing them to make accurate, data-driven decisions about talent, real estate, and workforce expansion.Adrian and Dave chat through The Four CX Pillars: Team,  Tools, Process & Feedback to share some of the tips & tricks that have worked for Vertis as they've built their company and team. **Episode #144 Highlight Reel:**1. Why it's imperative to focus on building your startup or scale up with people you trust & have worked with in the past 2.  Why joining companies at different stages can be a "game-changer" for your career3.  How talent & locat

Hey CX Nation,In episode #143 of The CXChronicles Podcast we welcomed Eli Schwartz, growth advisor & best selling author of #1 rated book on Amazon "Product-Led SEO, The Why Behind Building Your Organic Growth Strategy". Eli and his team work with enterprises and startups to help them develop and implement growth strategies to scale their organic visibility in search. Eli's Clients include: Tinder, Coinbase, Gusto, Automattic, Insight Timer, Getaround, Handshake, Faire, Mixpanel, BlueNile, ThePillClub, G2, AllTrails, Gametime, and others. Adrian and Eli chat through The Four CX Pillars: Team,  Tools, Process & Feedback to share some of the tips & tricks that have worked for Eli over the years as he's worked with some major global brands. **Episode #143 Highlight Reel:**1. Thinking about organic growth activities to grow your business 2. Understanding how you can leverage SEO to find new leads & prospects3.  How to manage your ICP search experience & journey4. Leveraging

Hey CX Nation,In episode #142 of The CXChronicles Podcast we dusted off the old CX Weekly Update format (back from popular demand) & chatted through a bunch of year end tips for all of you customer focused business leaders. Adrian chats through a number of ideas around how your team can use The Four CX Pillars: Team,  Tools, Process & Feedback framework to perform your end of year CX/CS audit. This will create tons of fuel and ammo for your 2022 team kick-off and project planning efforts over the next couple of weeks leading up to the holidays.  **Episode #142 Highlight Reel:**1.  Thinking about surveys & collecting customer feedback2.  Response time and getting back to folks quickly3.  Leveraging leadership & executive sponsors to drive customer retention4.  Understanding & building upon customer needs5.  Invest in updated customer journey maps heading into next yearHuge thanks to all of you for following the CXCPodcast each week and being apart of building the "CX Nation" one o

Hey CX Nation,In episode #141 of The CXChronicles Podcast we welcomed Jesson Bradshaw, CEO at Energy Ogre based in Houston, TX. Savvy Texans trust Energy Ogre to ensure they never overpay for electricity again. Their team of industry experts and developers revolutionized the electricity marketplace with proprietary technology that analyzes hundreds of electricity plans available, considers all of the market variables, and identifies the one tailor-made to fit your unique usage profile. Year after year, their members enjoy the freedom and convenience of relying on them to manage their electricity, confident they are always getting a fair deal at a fair price. Adrian and Jesson chat through how the team at Energy Ogre has approached The Four CX Pillars: Team,  Tools, Process & Feedback as they've scaled and grown their team into the future. **Episode #141 Highlight Reel:**1. Saying goodbye to your comfortable paycheck & starting your own business2. Leveraging your subject matter expertise niche &am

Hey CX Nation,In episode #140 of The CXChronicles Podcast we welcomed Nathan Foy, CEO at Fortis based in Greenville,  SC. FORTIS is the global leader in secure private travel offering a full spectrum of services including 5-star secure chauffeured service, executive protection, and concierge for the world’s most discerning traveler. Offering service in over 1000 cities in 114 countries, the organization ranks among INC 5000s Fastest Growing Companies in the United States and was recently named to the prestigious Best Places to Work in South Carolina 2020. Headquartered in Greenville, South Carolina with offices in Hong Kong and KSA, Fortis has provided innovative solutions for all aspects of secure private travel since its founding in 2000. To learn more, visit Fortis.coAdrian and Nathan chat through how the team at Fortis has approached The Four CX Pillars: Team,  Tools, Process & Feedback as they've scaled and grown their team into hundreds of people. **Episode #140 Highlight Reel:**1. Building a g

Hey CX Nation,In episode #139 of The CXChronicles Podcast we welcomed Jose Herrera, CEO at Hire Horatio CX based in New York City. 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.Jose and Adrian chat through how the team at Horatio has approached The Four CX Pillars: Team,  Tools, Process & Feedback as they've scaled and grown their team into hundreds of people. **Episode #139 Highlight Reel:**1. Building a modern customer support team for high growth, digitally focused companies 2. Leveraging tools like Zendesk, Kustomer, Gorgious, Gladly and other SaaS solutions  3. How to build your team's customer experience living playbook for success  4. Best practice ideas for getting your

Hey CX Nation,In episode #138 of The CXChronicles Podcast we welcomed Vasco Pedro, CEO at Unbabel based in San Francisco, CA & Lisbon, Portugal. Unbabel eliminates language barriers so that businesses can thrive across cultures and geographies. The company’s language operations platform blends advanced artificial intelligence with human editors, for fast, efficient, high-quality translations that get smarter over time. Unbabel integrates seamlessly in any channel, so agents can deliver consistent multilingual support from within their existing workflows. Making it easy for enterprises to grow into new markets and build customer trust in every corner of the world.Based in San Francisco, Calif., Unbabel works with leading customer support teams at brands such as Microsoft, Panasonic, Booking.com and Logitech, to communicate effortlessly with customers around the world, no matter what language they speak.**Episode #138 Highlight Reel:**1. How Unbabel is helping companies across the world with communicating w

Hey CX Nation,In episode #137 of The CXChronicles Podcast we welcomed Dorian Stone, Head of Organizations Revenue at Grammarly based in San Francisco, CA.Grammarly’s digital writing assistant helps 30 million people and 30,000 teams write more clearly and effectively every day. In building a product that scales across multiple platforms and devices, Grammarly works to empower users whenever and wherever they communicate.Dorian shares his personal customer focused business leader journey + dives into the way that he thinks about The Four CX Pillars & how his team at Grammarly has shaped their team, tools, process & feedback as they scale. **Episode #137 Highlight Reel:**1. Understanding the benefits of communicating effectively in a growth focused business 2.  Ideas for how you can begin triggering employee engagement & increase talent retention 3. Why AI driven writing assistance technology will help grow your business & team 4. Mitigating context switching with your tool-kit to optimize your

Hey CX Nation,In episode #136 of The CXChronicles Podcast we had the pleasure of welcoming Jason Ten Pow, CEO at ONR  based in Toronto, Ontario. Jason and his team show brands how to fundamentally transform their approach to Customer Experience. They help to re-set the CX dial, re-imagine relationships and build trust between brands and customers.  **Episode #136 Highlight Reel:**1. What it takes to build unbreakable relationships with your customers 2. How leading companies transform their organizations by investing in CX 3. Collecting customer feedback data is the start but what are you going to do with it? 4. Leveraging tools & processes to build unbreakable customer relationships 5. Why CX is a top down initiative and investment for most companies! Huge thanks to Jason for coming on the CXCP and featuring his team's work and efforts in pushing the customer experience & digital marketing space into the future.Click here to learn more about Jason Ten PowClick here to learn more about ONR CXIf y

Hey CX Nation,In episode #135 of The CXChronicles Podcast we had the pleasure of having Dennis Yu, CEO at BlitzMetrics based in Albany, CA on the show!BlitzMetrics is a digital marketing company that focuses on identifying & optimizing for key customer insights and works with amazing global brands like The Golden State Warriors, Nike, Starbucks, American Airlines and Rosetta Stone.This was one of our very best episodes of CXCP to date so be sure to tune into this week's episode!**Episode #135 Highlight Reel:**1. Investing in mentorship and apprenticeship to help build your business2. Curating meaningful customer & employee experiences to drive growth3. Working with companies like American Airlines, Red Bull, & Nike4. Understanding customer engagement views across all your channels5. Taking action on customer & employee feedback, not just paying it lip service! Huge thanks to Dennis for coming on the CXCP and featuring his team's work and efforts in pushing the customer experience &am

In episode #134 of The CXChronicles Podcast we welcomed Nate  Joens Co Founder at Structurely based out of Ames,  Iowa. Structurely's conversational AI technology is leading the way in sales and marketing, structuring conversations to engage leads at scale. With two-way conversation, their AI Assistant engages online prospects, qualifies them for a personalized experience, and nurtures these lead relationships through intelligent engagement.Nathan joins the CXCP to talk about his experience optimizing and focusing on The Four CX Pillars: Team, Tools, Process & Feedback  while building & scaling Structurely. Episode #134 Highlight Reel:Collecting market based feedback to validate your business ideaWhy building life-like AI is not easy for most companiesThe art of following-up with your leads & prospects to create new business Texting with your customers to personalize your customer experienceConstantly understanding new use-cases for your product & service offeringsHuge thanks to Nathan fo

In episode #133 of The CXChronicles Podcast we welcomed Mahesh Ram,  CEO at Solvvy based in San Mateo, CA. Solvvy delivers brilliant customer experiences through its next-gen chatbot and automation platform. Their clients enjoy self-service rates as high as 70% along with higher customer satisfaction, better customer insights, and improved operational efficiencies. Powered by advanced AI and Natural Language Processing (NLP), Solvvy resolves issues with speed and scale for over 500 Million users of the world’s top brands including HelloFresh, Vimeo, Under Armour, Twilio, Calm, GoFundMe, Stash, and Ring.Mahesh talks about the important lessons that he's learned about optimizing The Four CX Pillars: Team, Tools, Process & Feedback throughout his personal journey and there's tons of valuable insights loaded into this episode about building  Solvvy. Episode #133 Highlight Reel:How do we make technology more useful for human beingsBuilding personalized support & service within your customer baseL

In episode #132 of The CXChronicles Podcast we welcomed Eric Gibbs President, Americas at Ouriginal with headquarters based in Stockholm, Sweden. Ouriginal is the fusion of PlagScan and Urkund, two established and trusted names in plagiarism detection, and an authoritative European voice in the fight against plagiarism. Eric and has team have combined expertise spanning decades, and have helped to build the award-winning software solutions designed to enable educators and other users to assess the authenticity and originality of any text. The company offers its web-based subscription services to academic institutions, corporations and governmental entities to support institutional quality and authenticity of work initiatives.Eric talks about the important lessons that he's learned about optimizing The Four CX Pillars throughout his personal journey and there's tons of valuable insights loaded into this episode.  Episode #132 Highlight Reel: What it was like learning & being mentored by Paul Rome

In episode #131 of The CXChronicles Podcast we welcomed Howard Tiersky, CEO at Fromm, The Digital Transformation Agency based in New York, NY. FROM helps companies transform from where they are now to where they need to be to succeed with today’s digital-first customers.Howard's team develops new digital products for shopping, banking, travel and entertainment. The team at Fromm optimizes existing platforms, to make them more engaging and more profitable. The Fromm team is comprised of an amazing team of inspiring leaders, strategists, designers and technologists and work with some of the world’s leading brands to improve the customer experience – online, in store, and everywhere they need to be in today's world. Episode #131 Highlight Reel:How early life experiences in theatre led Howard to building a company focused on customer & digital experience optimizationHow to define what your version of business success looks like within your companyLearning early on in the process what customers reall

In episode #130 of The CXChronicles Podcast we welcomed Lisa VanderGast, Vice President of Client Services at AdColony based in Los Angelas, CA. AdColony is one of the largest mobile advertising platforms in the world with a reach of more than 1.5 billion users globally. Part of Digital Turbine’s leading independent mobile growth platform, AdColony helps brands, agencies, and apps expand their reach and results with the power of mobile.Lisa has been building & scaling customer facing Client Services teams inside of the ad-tech space for 15+ years. In this episode she chats about what she's learned mastering the Four CX Pillars of team, tools, process & feedback during her personal CX'er journey.  Episode #130 Highlight Reel:How the ad-tech space continues to grow and evolveControlling and managing variables across your customer journeyLeveraging your CRM to manage budgets, timelines, & customer prioritiesManaging a remote client services workforce -- the good, bad & ugly...Engagement