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Description
Companies will spend approximately $1.24 trillion on software in the next 5 years, with average SaaS utilization rates being only 30-40%.
Most companies struggle with team adoption & on-going utilization rates, averaging 30% + require constant audits, optimization, on-demand support & employee training when changes are made.
Globally companies lose $3.7 trillion per year due to poor customer experiences & insufficient revenue ops & customer intelligence.
AI is rapidly changing the world & every business leader will need content, market intelligence, training support + clear roadmap for how to start transitioning into an AI-powered customer focused business leader.
Our mission is to make customer & employee happiness a habit.
✅ The Voice of the Customer
The CXChronicles Podcast brings 300+ episodes with proven strategies, expert insights, and real-world case studies from leading customer-focused business leaders.
Follow-us & leave a 5 star rating so we can continue to share learnings & findings from "The CX Nation" on how to build world class customer & employee experiences to grow your business into the future!
265 Episodes
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Hey CX Nation, In this week's episode of The CXChronicles Podcast #278, we welcomed Ryan Wang, Co-Founder & CEO of Assembled based in San Francisco, CA. Industry leaders like Etsy, Robinhood, and Stripe trust Assembled to provide customer-facing AI agents and workforce planning at scale. Assembled automatically resolves millions of interactions through chat, email, and phone while optimizing staffing for hundreds of thousands of support professionals. Their mission is to elev...
Hey CX Nation, In this CXWeekly Update episode #277 we walk through ideas, goals & CTAs the team at CXC has been focused on, not only internally but from the learnings we're being exposed to from clients & strategic partners on a regular basis. In this episode we walk through a few emerging trends around how AI is impacting the future of Sales, CX, Customer Success & Support + the future of work. Thanks to our friends at GoTo, Intercom & TriNet for supplying some ...
Hey CX Nation, In this week's episode of The CXChronicles Podcast #276, we welcomed Todd Breton from Hippo Insurance & Eileen Potter from Smart Communications to talk through CX's role in the insurance industry. Smart Communications is the trusted choice for regulated enterprises looking to modernize complex processes and connect with customers in the moments that matter most. More than 650 enterprises worldwide—including Zurich Insurance, Priority Health, The Pacific Financi...
Hey CX Nation, In this week's episode of The CXChronicles Podcast #275, we welcomed Sagi Reuven, Chief Revenue Officer at Deepdub based in Tel Aviv, Israel. Deepdub is the enterprise voice infrastructure powering AI in production. Deepdub built their credibility in the most demanding voice environments in the world: Hollywood studios, global broadcasters, and premium content pipelines where voice quality, emotional accuracy, and reliability are non-negotiable. Deepdub enables zero-shot...
Hey CX Nation, In this week's episode of The CXChronicles Podcast #274, we welcomed Dave Rennyson, President & CEO at SuccessKPI based in the Washington, DC area. SuccessKPI is an on-demand insight and action platform that removes the obstacles that agents, managers, and executives encounter in delivering exceptional customer service. SuccessKPI is trusted by some of the world's largest government, BPO, financial, healthcare, and technology contact centers in the United States, Eur...
Hey CX Nation, In this week's episode of The CXChronicles Podcast #273, we welcomed Varun Sharma, Co-Founder & CEO of Enterpret based in New York, NY. Enterpret provides custom AI to transform how you understand customers – from feedback chaos into clear, confident action. Harness superintelligence that feels like intuition, so your product and CX leaders never miss a signal. The Enterpret platform supercharges teams via advanced LLMs to help brands like Notion, The Farmer's Dog, a...
Hey CX Nation, In this week's episode of The CXChronicles Podcast #272, we welcomed Matt Rubright, Chief Customer Officer at Jam.dev based in Seattle, WA. Jam powers the complete software development lifecycle, with AI that eliminates 84% of bug reproduction tasks, so your engineers can ship clean code faster. Jam AI adds the relevant logs and steps to make every bug report actionable. With integrations with best-in-class issue trackers & other product management tools, Jam fits ri...
Hey CX Nation, In this week's episode of The CXChronicles Podcast #271, we welcomed Marcus Smith, CEO at Cloud Trailz based in Atlanta, GA. Cloud Trailz offers their customers Saleforce help without all of the hassle by providing professional, expert users that come with the playbooks required to achieve utilization & success with the world's largest CRM. In this episode, Marcus and Adrian chat through the Four CX Pillars: Team, Tools, Process & Feedback. Plus share some ...
Hey CX Nation, In this week's CXWeekly Update episode I walk through some ideas, goals & CTAs that me & the team at CXC have been focused on. Full candor, we're in a full blown sales sprint to the end of the year to close 2025 with a bang & tee up the best year yet in 2026. We're also working on a ton of new customer focused business content -- including my 2nd book "Make Happiness A Habit" that we are launching in the New Year. Don't worry we have a ton of amazing guest in...
Hey CX Nation, In this week's episode of The CXChronicles Podcast #269, we welcomed Valerie Li, Co-Founder & CEO of Duckie.ai based in San Francisco, CA. Duckie. ai is a no-code platform for customer support teams to build their own AI agents to deflect tickets and automate repetitive processes. In this episode, Valerie and Adrian chat through the Four CX Pillars: Team, Tools, Process & Feedback. Plus share some of the ideas that Michele & her team think through on a daily ...
Hey CX Nation, Here's the first CXWeekly Update from CXC in a long time! This week's episode I walk through some ideas, goals & CTAs that I've learned from the 5 years of building CXC. 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 at CXC is to create more customer focused business leader content, including short episodes like these ones that are digestible, actionable & most importantly entertaining &...
Hey CX Nation, In this week's episode of The CXChronicles Podcast #267, we welcomed Michele Shane, SVP Business Development at UJet.CX based in San Francisco, CA. UJET is a next-generation cloud contact center platform that leverages AI to modernize the customer experience. The UJet.CX platform & services embed intelligent automation at every touchpoint, empowering agents, optimizing customer journeys, and transforming operations into real-time insight engines. In this episod...
Hey CX Nation, In this week's episode of The CXChronicles Podcast #266, we welcomed Adam Coffey, Founding Partner of The Chairman Group based in Dallas, TX. The Chairman Group™ is a consulting firm founded by Adam Coffey. Adam spent 21 years building 3 national companies for 9 private equity firms. During his career Adam completed 58 acquisitions and had $2.4 billion in successful exits. As an author, Adam's books "The Private Equity Playbook" (2019) (2024), "The Exit Stra...
Hey CX Nation, In this week's episode of The CXChronicles Podcast #265, we welcomed Mario Baddour, President & CEO of InteLogix, based in Park City, UT. InteLogix provides customer experience (CX) solutions and accounts receivable management (ARM) operations that enhance customer loyalty and revenue for their clients. They combine human engagement with digital tools and automation to minimize customer effort and boost loyalty by offer long-term value through scalable CX and b...
Hey CX Nation, In this week's episode of The CXChronicles Podcast #264, we welcomed Mika Yamamoto, Chief Customer and Marketing Officer at Freshworks based in San Mateo, CA. Freshworks Inc. (NASDAQ: FRSH) builds uncomplicated service software that delivers exceptional customer and employee experiences. Their enterprise-grade solutions are powerful, yet easy to use, and quick to deliver results. Their people-first approach to AI eliminates friction, making employees more effective...
Hey CX Nation, In this week's episode of The CXChronicles Podcast #263, we welcomed Maxime Marchand, Senior Director of Product Management at GoTo based in Montreal, Quebec, Canada. As the leader in cloud communications and IT, GoTo addresses real-world challenges with practical innovations and a customer-first mindset. They offer secure, reliable, and AI-enabled solutions that are simple to adopt for small and midsize businesses and scalable to enterprises worldwide. Customers a...
Hey CX Nation, In this week's episode of The CXChronicles Podcast #262, we welcomed Pasquale DeMaio, Vice President at Amazon Web Services (AWS) based in Seattle, WA. Launched in 2006, Amazon Web Services (AWS) began exposing key infrastructure services to businesses in the form of web services -- now widely known as cloud computing. Today, Amazon Web Services provides a highly reliable, scalable, low-cost infrastructure platform in the cloud that powers hundreds of thousands of busine...
Hey CX Nation, In this week's episode of The CXChronicles Podcast #261 we were capturing live interviews at Customer Contact Week at The Caeasar's Forum in Las Vegas, NV. We joined 5,000+ attendees, from 49 states, 51 countries, and spent time meeting & learning from 250+ of the largest solution providers in the CX & customer contact center space. Let's call it what is folks, this is essentially the "Super Bowl of CX" the best & brightest companies in our game gather at CCW...
Hey CX Nation, In this week's episode of The CXChronicles Podcast #260, we welcomed Patrick McCullough, President of Hallmark Business Connections, based in Kansas City, MO. Just like you rely on Hallmark to strengthen your personal relationships, you can count on them to keep your business going and growing. We help businesses by turning customers into advocates, employees into champions and companies into more connected environments all through the power of an unexpected Hallmark ca...
Hey CX Nation, In this week's episode of The CXChronicles Podcast #259, we welcomed Joe Anderson, Senior Director - Head of CX & Digital Transformation at TaskUs based in New Braunfels, TX. TaskUs is a different breed of BPO. They are a collective of highly capable humans, who understand how to deploy technology and data to best serve your purpose. From Digital CX to Trust & Safety, AI Services, Risk + Response, Consulting, and anything in between, we consider ourselves respons...
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