Claim Ownership

Author:

Subscribed: 0Played: 0
Share

Description

 Episodes
Reverse
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 journey. **Episode #170 Highlight Reel:**1.  How digital experience has evolved & shifted over the last 10 years2.  Why Customer journey mapping & personas should be your jump off point 3.  How do you know if your business has too many SaaS solutions?4.  Does process fuel your ability to train, support & grow your team? 5.   Contextualizing customer & employee feedback to fuel growth!Huge thanks to Ilenia for coming on The CXChronicles Podcast and featuring her team's work and efforts in pushing the customer experience and customer success space into the future.Click here to learn more about Ilenia VidiliClick here to learn more about The Smarter CrewIf you enjoy The CXChronicles Podcast, please stop by your favorite podcast player and leave us a review. This is the easiest way that we can find new listeners, guests and future customer focused business leaders to tune into our weekly podcast. And be sure to grab a copy of our book "The Four CX Pillars To Grow Your Business Now" on Amazon +  check out the CXChronicles Youtube channel with all of our video episodes & customer focused business leader content!Reach out to CXC at INFO@cxchronicles.com for more information about how we can help your business make customer happiness a habit!Support the show
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 for the team at ClientSuccess as they've grown their customer portfolio & revenue.**Episode #169 Highlight Reel:**1.  Why customer success is becoming a leader within modern sales & revenue generation  2.  Ideas for setting up your optimal, well-balanced customer success team  as you scale3.  Setting expectations early & often with the customers & teams using your product   4.  Leveraging customer journey maps as your company's blue-print for growth & success 5.   Socializing your customer feedback & democratizing your data to drive innovationHuge thanks to Kristi for coming on The CXChronicles Podcast and featuring her team's work and efforts in pushing the customer experience and customer success space into the future.Click here to learn more about Kristi FaltorussoClick here to learn more about ClientSuccessIf you enjoy The CXChronicles Podcast, please stop by your favorite podcast player and leave us a review. This is the easiest way that we can find new listeners, guests and future customer focused business leaders to tune into our weekly podcast. And be sure to grab a copy of our book "The Four CX Pillars To Grow Your Business Now" on Amazon +  check out the CXChronicles Youtube channel with all of our video episodes & customer focused business leader content!Reach out to CXC at INFO@cxchronicles.com for more information about how we can help your business make customer happiness a habit!Support the show
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 & tricks that have worked for the team at ChurnZero as they've grown their customer portfolio & revenue.**Episode #168 Highlight Reel:**1.  Why customer success and customer support are two halves of one pie 2.  Marrying your customer success & product teams to develop new super powers  3.  Why customer success operations is paramount for your growing business 4.  Building customer feedback loops & acting upon it to improve your product or service 5.  Why investing in your CX & customer success provides invaluable perspective Huge thanks to Abby for coming on The CXChronicles Podcast and featuring her team's work and efforts in pushing the customer experience and customer success optimization space into the future.Click here to learn more about Abby HammerClick here to learn more about ChurnZeroIf you enjoy The CXChronicles Podcast, please stop by your favorite podcast player and leave us a review. This is the easiest way that we can find new listeners, guests and future customer focused business leaders to tune into our weekly podcast. And be sure to grab a copy of our book "The Four CX Pillars To Grow Your Business Now" on Amazon +  check out the CXChronicles Youtube channel with all of our video episodes & customer focused business leader content!Reach out to CXC at INFO@cxchronicles.com for more information about how we can help your business make customer happiness a habit!Support the show
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 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 the team at MarketMuse as they've grown their customer portfolio & revenues.**Episode #167 Highlight Reel:**1. Why we are going to see more CX/CS leaders joining the C-Suite in the future 2. How your content often kicks off your entire customer experience with new customers 3. Improving the way that your company proves your time to value (TTV)  4. Ensuring your company has the right customer focused leader setting you up for success5. Why communications & expectations setting is paramount for every leadership team Huge thanks to Chuck for coming on The CXChronicles Podcast and featuring his team's work and efforts in pushing the customer experience and content optimization space into the future.Click here to learn more about Chuck FrydenborgClick here to learn more about MarketMuseIf you enjoy The CXChronicles Podcast, please stop by your favorite podcast player and leave us a review. This is the easiest way that we can find new listeners, guests and future customer focused business leaders to tune into our weekly podcast. And be sure to grab a copy of our book "The Four CX Pillars To Grow Your Business Now" on Amazon +  check out the CXChronicles Youtube channel with all of our video episodes & customer focused business leader content!Reach out to CXC at INFO@cxchronicles.com for more information about how we can help your business make customer happiness a habit!Support the show (https://cxchronicles.com/)
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 that have worked for the team at Medallia as they've built & grown their customer portfolio & revenues. **Episode #166 Highlight Reel:**1. How helping to run the family diner built Bill's foundation for customer experience success 2. Communicating your values & expectations to help you better understand your customers 3. Why the best CX rock-stars are well-rounded players with a diverse skill & knowledge set 4. Constantly sharing learnings with your customers & team to improve your performance 5. Leveraging team & department scorecards to keep your company's compass aligned Huge thanks to Bill for coming on The CXChronicles Podcast and featuring his team's work and efforts in pushing the customer experience and success space into the future.Click here to learn more about Bill StaikosClick here to learn more about Medallia Click here to listen to the Be Customer Led Podcast If you enjoy The CXChronicles Podcast, please stop by your favorite podcast player and leave us a review. This is the easiest way that we can find new listeners, guests and future customer focused business leaders to tune into our weekly podcast. And be sure to grab a copy of our book "The Four CX Pillars To Grow Your Business Now" on Amazon +  check out the CXChronicles Youtube channel with all of our video episodes & customer focused business leader content!Reach out to CXC at INFO@cxchronicles.com for more information about how we can help your business make customer happiness a habit!Support the show (https://cxchronicles.com/)
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 utilizing your existing tech-stack 4.  Building living playbooks that are aligned for your team & customers 5.  Democratize your customer feedback now to grow your business faster! Huge thanks to Aaron for coming on The CXChronicles Podcast and featuring his team's work and efforts in pushing the IT services and IT consulting space into the future. Click here to learn more about Aaron BiggsClick here to learn more about DeftIf you enjoy The CXChronicles Podcast, please stop by your favorite podcast player and leave us a review. This is the easiest way that we can find new listeners, guests and future customer focused business leaders to tune into our weekly podcast. And be sure to grab a copy of our book "The Four CX Pillars To Grow Your Business Now" on Amazon +  check out the CXChronicles Youtube channel with all of our video episodes & customer focused business leader content!Reach out to CXC at INFO@cxchronicles.com for more information about how we can help your business make customer happiness a habit!Support the show (https://cxchronicles.com/)
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. Creating world class teams to produce world class customer experience Huge thanks to Will for coming on The CXChronicles Podcast and featuring his team's work and efforts in pushing the customer experience, market place and customer success space into the future.Click here to learn more about Will HaireClick here to learn more about BellaVixIf you enjoy The CXChronicles Podcast, please stop by your favorite podcast player and leave us a review. This is the easiest way that we can find new listeners, guests and future customer focused business leaders to tune into our weekly podcast. And be sure to grab a copy of our book "The Four CX Pillars To Grow Your Business Now" on Amazon +  check out the CXChronicles Youtube channel with all of our video episodes & customer focused business leader content!Reach out to CXC at INFO@cxchronicles.com for more information about how we can help your business make customer happiness a habit!Support the show (https://cxchronicles.com/)
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 as they've built & grown their team & customer portfolio.**Episode #163 Highlight Reel:**1. Getting CX Right helps your company build trust, makes people happy & helps you grow 2. Betting on the best available talent over geography to make a world-class remote team 3.  Investing in your business intelligence solution early & piping every possible data set into it4. Why everything in your company needs to be documented to build optimal living playbooks 5. Building your MVP Voice of Customer (VOC) Task Force to optimize your CX/CS effortsHuge thanks to Nick for coming on The CXChronicles Podcast and featuring his team's work and efforts in pushing the customer experience and success space into the future.Click here to learn more about Nick FrancisClick here to learn more about Help ScoutIf you enjoy The CXChronicles Podcast, please stop by your favorite podcast player and leave us a review. This is the easiest way that we can find new listeners, guests and future customer focused business leaders to tune into our weekly podcast. And be sure to grab a copy of our book "The Four CX Pillars To Grow Your Business Now" on Amazon +  check out the CXChronicles Youtube channel with all of our video episodes & customer focused business leader content!Reach out to CXC at INFO@cxchronicles.com for more information about how we can help your business make customer happiness a habit!Support the show (https://cxchronicles.com/)
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.  Learning from other companies about why customers tend to leave or churn 5.  Why you should be assessing churn-risk from the point of onboardingHuge thanks to Tony for coming on The CXChronicles Podcast and featuring his team's work and efforts in pushing the customer experience and success space into the future.Click here to learn more about Tony SternbergClick here to learn more about ProsperStackIf you enjoy The CXChronicles Podcast, please stop by your favorite podcast player and leave us a review. This is the easiest way that we can find new listeners, guests and future customer focused business leaders to tune into our weekly podcast. And be sure to grab a copy of our book "The Four CX Pillars To Grow Your Business Now" on Amazon +  check out the CXChronicles Youtube channel with all of our video episodes & customer focused business leader content!Reach out to CXC at INFO@cxchronicles.com for more information about how we can help your business make customer happiness a habit!Support the show (https://cxchronicles.com/)
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 & fan base is exactly like building a business &  customer base  2.  Owning & rocking the unique differentiators within your business & team3.  Understanding the science of your customer behavior to grow your business 4.  Why process becomes paramount as your business scales, it's like reading sheet music 5. Focus on mastering the peak and the end of your customer experience as you scale Huge thanks to James for coming on The CXChronicles Podcast and featuring his work and efforts in pushing the customer experience and success space into the future.Click here to learn more about James DodkinsClick here to learn more about PegaIf you enjoy The CXChronicles Podcast, please stop by your favorite podcast player and leave us a review. This is the easiest way that we can find new listeners, guests and future customer focused business leaders to tune into our weekly podcast. And be sure to grab a copy of our book "The Four CX Pillars To Grow Your Business Now" on Amazon +  check out the CXChronicles Youtube channel with all of our video episodes & customer focused business leader content!Reach out to CXC at INFO@cxchronicles.com for more information about how we can help your business make customer happiness a habit!Support the show (https://cxchronicles.com/)
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 Podcast and featuring her team's work and efforts in pushing the marketing, customer experience, and advertising space into the future.Click here to learn more about Lisa Marie FortierClick here to learn more about EngineIf you enjoy The CXChronicles Podcast, please stop by your favorite podcast player and leave us a review. This is the easiest way that we can find new listeners, guests and future customer focused business leaders to tune into our weekly podcast. And be sure to grab a copy of our book "The Four CX Pillars To Grow Your Business Now" on Amazon +  check out the CXChronicles Youtube channel with all of our video episodes & customer focused business leader content!Reach out to CXC at INFO@cxchronicles.com for more information about how we can help your business make customer & employee happiness a habit!Support the show (https://cxchronicles.com/)
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 your team.Listen to Ugis and Adrian chat through The Four CX Pillars: Team,  Tools, Process & Feedback + share some of the tips & tricks that have worked for RecruiterMill as they've built & grown their business & customer portfolio.**Episode #159 Highlight Reel:**1.  Easy ways to improve how you find solutions to your customer problems2.  Tips for recruiting  & hiring your first CX/CS executive  3.   Leveraging LinkedIn to find incredible new connections & future leaders in your business4.  Why waiting or delaying your hiring decision can cost you an MVP All-Star hire5.  Investing in & leveraging applicant & employee feedback  on the regular!Huge thanks to Ugis for coming on The CXChronicles Podcast and featuring his team's work and efforts in pushing the employee experience, talent acquisition & recruiting space into the future.Click here to learn more about Ugis BalmarksClick here to learn more about RecruiterMillIf you enjoy The CXChronicles Podcast, please stop by your favorite podcast player and leave us a review. This is the easiest way that we can find new listeners, guests and future customer focused business leaders to tune into our weekly podcast. And be sure to grab a copy of our book "The Four CX Pillars To Grow Your Business Now" on Amazon +  check out the CXChronicles Youtube channel with all of our video episodes & customer focused business leader content!Reach out to CXC at INFO@cxchronicles.com for more information about how we can help your business make customer & employee happiness a habit!Support the show (https://cxchronicles.com/)
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 improve the future of the customer experience & success space.**Episode #158 Highlight Reel:**1. Ideas for building your own customer focused business leader career roadmap & goals  2.  Why CX and CS is one of the paramount revenue engines to grow your business 3.  How the top 100 CX/CS SaaS solutions are constantly evolving & changing for the future 4.  Why third party assessments or CXScorecards can be a game changer for your business 5.   Embrace your customer & employee feedback + fail fast, fail forward & fail openly!Huge thanks to Jonathan for coming on The CXChronicles Podcast and featuring his team's work and efforts in pushing the customer experience & technology space into the future.Click here to learn more about Jonathan Shroyer Click here to learn more about AriseIf you enjoy The CXChronicles Podcast, please stop by your favorite podcast player and leave us a review. This is the easiest way that we can find new listeners, guests and future customer focused business leaders to tune into our weekly podcast. And be sure to grab a copy of our book "The Four CX Pillars To Grow Your Business Now" on Amazon +  check out the CXChronicles Youtube channel with all of our video episodes & customer focused business leader content!Reach out to CXC at INFO@cxchronicles.com for more information about how we can help your business make customer & employee happiness a habit!Support the show (https://cxchronicles.com/)
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.  Understanding Difference Between Sales led cultures vs. Product led cultures 3.  Marrying quantitative & qualitative feedback data to provide crystal clear views4.  Capturing, assessing & leveraging  feedback data & insights to grow your business5.  Why you must re-think how you collect customer surveys in 2022 Huge thanks to Ryan for coming on The CXChronicles Podcast and featuring his team's work and efforts in pushing the customer experience & technology space into the future.Click here to learn more about Ryan StuartClick here to learn more about Kapiche If you enjoy The CXChronicles Podcast, please stop by your favorite podcast player and leave us a review. This is the easiest way that we can find new listeners, guests and future customer focused business leaders to tune into our weekly podcast. Be sure to grab a copy of our book "The Four CX Pillars To Grow Your Business Now" on Amazon +  check out the CXChronicles Youtube channel with all of our video episodes & content!Reach out to CXC at INFO@cxchronicles.com for more information about how we can help your team make customer happiness a habit!Support the show (https://cxchronicles.com/)
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 consumers are becoming more impatient & brands must prioritize how they can prevent neglecting their customers 2.  Why investing in employee experience is becoming an apparent fuel for incredible customer experience  3.   Reasons for why market resonance & positive sentiment are paramount for growing your business & market share4. Ideas for keeping high quality customer & employee experience front & center as your business grows 5.  Why proper planning prevents poor performance for most customer facing teams! Huge thanks to Daniel for coming on The CXChronicles Podcast and featuring his team's work and efforts in pushing the customer experience & technology space into the future.Click here to learn more about Daniel RodriguezClick here to learn more about SimplrIf you enjoy The CXChronicles Podcast, please stop by your favorite podcast player and leave us a review. This is the easiest way that we can find new listeners, guests and future customer focused business leaders to tune into our weekly podcast. Be sure to grab a copy of our book "The Four CX Pillars To Grow Your Business Now" on Amazon & check out the CXChronicles Youtube channel for videos of all of our episodes, they're actually starting to stack up! Reach out to CXC at INFO@cxchronicles.com for more information about how we can help your team make customer happiness a habit!Support the show (https://cxchronicles.com/)
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 of the tips & tricks that have worked for Resume Sieve as they've built & grown their business & team to help improve the future within the employee experience space.**Episode #155 Highlight Reel:**1.  How companies can improve their candidate recruiting & employee experiences2.  Why fast food companies are preparing to pay their employees $20+ per hour in the future3.  Top reasons industry leading companies are adding fractional leadership to their arsenal  4.  Ideas for building candidate ranking & weighting scores to prioritize your hiring efforts 5.  Why focusing on employee experience & feedback will shape the future of your businessHuge thanks to Michael for coming on The CXChronicles Podcast and featuring his team's work and efforts in pushing the employee experience & recruiting technology space into the future.Click here to learn more about Michael YingerClick here to learn more about Resume SieveIf you enjoy The CXChronicles Podcast, please stop by your favorite podcast player and leave us a review. This is the easiest way that we can find new listeners, guests and future customer focused business leaders to tune into our weekly podcast. Be sure to grab a copy of our book "The Four CX Pillars To Grow Your Business Now" on Amazon & check out the CXChronicles Youtube channel for videos of all of our episodes, they're actually starting to stack up! Reach out to CXC at INFO@cxchronicles.com for more information about how we can help your team make customer happiness a habit!Support the show (https://cxchronicles.com/)
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 business uses 11 SaaS tools to manage their customer experience 4.  Aggregating your customer data into one place to make it easier to assess & act upon it 5.  Building a unique feedback mechanism into your business as it scales & grows Huge thanks to Gaurav for coming on The CXChronicles Podcast and featuring his team's work and efforts in pushing the customer experience & customer success operations space into the future.Click here to learn more about Gaurav BhattacharyaClick here to learn more about Involve AIIf you enjoy The CXChronicles Podcast, please stop by your favorite podcast player and leave us a review. This is the easiest way that we can find new listeners, guests and future customer focused business leaders to tune into our weekly podcast. Be sure to grab a copy of our book "The Four CX Pillars To Grow Your Business Now" on Amazon & check out the CXChronicles Youtube channel for videos of all of our episodes, they're actually starting to stack up! Reach out to CXC at INFO@cxchronicles.com for more information about how we can help your team make customer happiness a habit!Support the show (https://cxchronicles.com/)
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 across the world.**Episode #153 Highlight Reel:**1. Why prioritizing team building & finding awesome people first led to success for Questus 2.  How Questus started attracting world known brands as they grew their business3.  Focusing on culture & putting people in the position to do their best work4.  How great entrepreneurs eventually need to learn how to say no to opportunities  5.  What positive customer feedback about your team says about your businessHuge thanks to Jeff for coming on The CXChronicles Podcast and featuring his work and efforts in pushing the digital marketing & advertising space into the future.Click here to learn more about Jeff RosenblumClick here to learn more about QuestusIf you enjoy The CXChronicles Podcast, please stop by your favorite podcast player and leave us a review. This is the easiest way that we can find new listeners, guests and future CX'ers & Customer Success professionals to tune into our weekly customer focused business leader show. Be sure to grab a copy of our book "The Four CX Pillars To Grow Your Business Now" on Amazon & check out the CXChronicles Youtube channel for videos of all of our episodes, they're actually starting to stack up! Reach out to CXC at INFO@cxchronicles.com for more information about how we can help your team make customer happiness a habit!Support the show (https://cxchronicles.com/)
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 kWh of Electricity• 51,133,599 gallons of Water• 21,045 therms of Natural Gas• 5,970 tons of Waste• 834,953 metric tons of CO2Sam and Adrian also chat through The Four CX Pillars: Team,  Tools, Process & Feedback to share some of the tips & tricks that have worked for Mighty Buildings as they've built & grown their business & team across the world.**Episode #152 Highlight Reel:**1. Building sustainable, high-quality, 3D printed homes to help save the environment  2.  Constructing a diverse, skilled, international team of SME's to create a distinct advantage 3.  What's the point of collecting all of the data in the world if you don't know how to share it? 4.  Why webbing and stitching your CX/CS strategy together is a team sport 5.  How unlocking your customer's passion points can change the world!Huge thanks to Sam for coming on The CXChronicles Podcast and featuring his work and efforts in pushing the sustainable, 3D printed housing & development space into the future.Click here to learn more about Sam RubenClick here to learn more about Mighty BuildingsIf you enjoy The CXChronicles Podcast, please stop by your favorite podcast player and leave us a review. This is the easiest way that we can find new listeners, guests and future CX'ers & Customer Success professionals to tune into our weekly customer focused business leader show. Be sure to grab a copy of our book "The Four CX Pillars To Grow Your Business Now" on Amazon & check out the CXChronicles Youtube channel for videos of all of our episodes, they're actually starting to stack up! Reach out to CXC at INFO@cxchronicles.com for more information about how we can help your team make customer happiness a habit!Support the show (https://cxchronicles.com/)
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 Four CX Pillars: Team,  Tools, Process & Feedback to share some of the tips & tricks that have worked Generation Cool as they've built & grown their business.**Episode #151 Highlight Reel:**1. Prioritize team building & delegation before any of the other CX Pillars 2. Why every business owner needs to find their own unique tool-kit for growth 3.  Why timing, luck and remaining persistent creates organic success 4.  Understanding the value of creating content in your subject matter expertise area5.  Leveraging customer feedback to grow the business & Generation Cool community  Huge thanks to Robby for coming on The CXChronicles Podcast and featuring his work and efforts in pushing the vintage collectables space into the future.Click here to learn more about Robert HallClick here to learn more about Generation CoolIf you enjoy The CXChronicles Podcast, please stop by your favorite podcast player and leave us a review. This is the easiest way that we can find new listeners, guests and future CX'ers & Customer Success pros to tune into our weekly show. Be sure to grab a copy of our book "The Four CX Pillars To Grow Your Business Now" on Amazon! Reach out to CXC at INFO@cxchronicles.com for more information about how we can help you make customer happiness a habit!Support the show (https://cxchronicles.com/)
Comments 
Download from Google Play
Download from App Store