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Hey CX Nation,In this week's episode of The CXChronicles Podcast #187  we welcomed Mark Slatin, Founder at EmpoweredCX based in Lewes, Delaware. Mark helps his clients by listening to them and really understanding their goals, vision, and challenges.  Whether you are just launching or ready to take the journey to the next level, Mark leverages his "real world" experience that only comes from serving as a CX practitioner across multiple businesses & industries over the years.His focus for the last decade has been leading an award-winning CX journey from launch to maturity at Sandy Spring Bank . During that time, the Bank received numerous awards including The CX Innovation Award (2X), Great Places to Work, Forbes America's Best Bank, and American Banker Best Bank to Work For, The Washington Post Top Workplace, among others.Today, Mark spends much of his time working with his clients + hosting The Delighted Customers Podcast (Adrian was able to be a guest on his show recently, chatting about his experiences building CXC). In this episode, Mark and Adrian chat through how he has tackled The Four CX Pillars: Team,  Tools, Process & Feedback throughout his career + shares some of the tips & tricks that have worked for him across his own customer focused business leader journey.**Episode #187 Highlight Reel:**1. How you turn your most loyal customers into your biggest fans & promoters 2. Why investing in employee onboarding is the glue to build world-class CX  3. Ideas for building & leading your Extended Leadership Team (ELT) 4. Building your VOC task force to govern your customer journey as you scale 5. Leveraging feedback to build new products & revenue streams  Huge thanks to Mark for coming on The CXChronicles Podcast and featuring his work and efforts in pushing the customer experience and customer success space into the future.Click here to learn more about Mark SlatinClick here to learn more about EmpoweredCXIf you enjoy The CXChronicles Podcast, please stop by your favorite podcast player and leave us a review today. This is the easiest way that we can find new listeners, guests and future business leaders to join our customer focused community!And be sure to grab a copy of our book "The Four CX Pillars To Grow Your Business Now" available on Amazon +  check out the CXChronicles Youtube channel to see all of our customer focused business leader video content + our past podcast episodes!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 #186  we welcomed Jay Baer, Founder of Convince and Convert based in Bloomington, IN. Jay is a Marketing & CX expert + Hall of Fame Keynote speaker who has written countless books (including Hug Your Haters) & speaks all over the world about how business leaders can improve their customer experiences & success. He also has an awesome twice monthly newsletter the Baer Facts: on marketing, CX, tequila and other life hacks.  I had the privilege of spending time with Jay and several other CX/CS thought leaders in Philadelphia a few years ago at an event for Comcast and we've remained connected ever since, he's hands down one of the best in the business & we were thrilled to have him on the podcast.  In this episode, Jay and Adrian chat through how he has tackled The Four CX Pillars: Team,  Tools, Process & Feedback throughout his career + shares some of the tips & tricks that have worked for him across his own customer focused business leader journey.**Episode #186 Highlight Reel:**1. Learning from 8 generations of entrepreneurialism in the Baer family2. Why modern consumers demand that the companies they support are fast 3. In down economies CX, Customer Success , & Retention becomes paramount  4. Why most customers expect a response from a contact us form within a day 5. Leveraging your employee feedback to attract and retain world class talent  Huge thanks to Jay for coming on The CXChronicles Podcast and featuring his work and efforts in pushing the customer experience and marketing success space into the future.Click here to learn more about Jay BaerClick here to learn more about The Time To WinIf you enjoy The CXChronicles Podcast, please stop by your favorite podcast player and leave us a review today. This is the easiest way that we can find new listeners, guests and future business leaders to join our customer focused community!And be sure to grab a copy of our book "The Four CX Pillars To Grow Your Business Now" available on Amazon +  check out the CXChronicles Youtube channel to see all of our customer focused business leader video content + our past podcast episodes!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 #185  we welcomed Celia Fleischaker, Chief Marketing Officer at Verint based in New York. Verint® helps the world’s most iconic brands build enduring customer relationships by connecting work, data, and experiences across the enterprise. Verint helps its customers navigate and thrive as they adapt to the future of work, eliminate the inefficiencies created by organizational and data silos, and consistently deliver differentiated experiences at scale across every interaction.  In this episode, Celia and Adrian chat through how she has tackled The Four CX Pillars: Team,  Tools, Process & Feedback throughout her career + shares some of the tips & tricks that have worked for her across her own customer focused business leader journey.**Episode #185 Highlight Reel:**1. The role that marketing plays in building your customer experiences 2. Finding time to meet in person with your customers & team (outside of remote) 3. Understanding what content & campaigns your customers engage with4. Leveraging community to empower users + share tribal knowledge  5.  Why feedback is a gift that helps to drive growth & innovation  Huge thanks to Celia for coming on The CXChronicles Podcast and featuring her work and efforts in pushing the customer communication and success optimization space into the future.Click here to learn more about Celia FleischakerClick here to learn more about VerintIf you enjoy The CXChronicles Podcast, please stop by your favorite podcast player and leave us a review today. This is the easiest way that we can find new listeners, guests and future business leaders to join our customer focused community!And be sure to grab a copy of our book "The Four CX Pillars To Grow Your Business Now" available on Amazon +  check out the CXChronicles Youtube channel to see all of our customer focused business leader video content + our past podcast episodes!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 #184  we welcomed Jean Patrick, CEO at ScaleUp Edge based in Denver, CO. The ScaleUp phase is the shortest phase of a company’s growth and has different value drivers to the early-stage startup and scaled enterprise phases. The ScaleUp Edge team is maniacally focused on sharing the logic behind the ScaleUp phase and to provide right-sized resources to help create value to all things ScaleUp. In this episode, Jean and Adrian chat through how she has tackled The Four CX Pillars: Team,  Tools, Process & Feedback throughout her career + shares some of the tips & tricks that have worked for her across her own customer focused business leader journey.**Episode #184 Highlight Reel:**1. Building your business foundation to be ready to scale as your grow! 2. How you decide which people investments to make + not hiring for titles 3. Understanding what you're solving for before building your tech-stack 4. Connecting your customer journey map to your analytics 5. Spend time with your customers listening & learning above everything else   Huge thanks to Jean for coming on The CXChronicles Podcast and featuring her work and efforts in pushing the communication and process optimization space into the future.Click here to learn more about Jean PatrickClick here to learn more about ScaleUp EdgeIf you enjoy The CXChronicles Podcast, please stop by your favorite podcast player and leave us a review today. This is the easiest way that we can find new listeners, guests and future business leaders to join our customer focused community!And be sure to grab a copy of our book "The Four CX Pillars To Grow Your Business Now" available on Amazon +  check out the CXChronicles Youtube channel to see all of our customer focused business leader video content + our past podcast episodes!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 #183  we welcomed Aye Moah, CEO @ Boomerang based in Mountain View, CA. Boomerang is the leader in thoughtful email productivity software that empowers people to focus on what matters on the world’s top email platforms. Since 2010, Boomerang has helped its customers be more productive by analyzing the context of work and adding value on top of it. Today, Boomerang enables millions of Gmail and Outlook users around the globe to schedule & prioritize their inbox and be more productive. In this episode, Aye and Adrian chat through how she has tackled The Four CX Pillars: Team,  Tools, Process & Feedback throughout her career + shares some of the tips & tricks that have worked for her across her own customer focused business leader journey.**Episode #183 Highlight Reel:**1. Building Boomerang and helping millions of users with productivity hacking  2. How setting clear expectations early can drive CX & EX success as you scale 3. Leveraging product & services "employee wish-lists" to drive innovation 4.  Curating content focused on FAQs & common questions from your users5.  Writing, documenting & teaching all of your customer findings & learnings   Huge thanks to Aye for coming on The CXChronicles Podcast and featuring her work and efforts in pushing the communication and process optimization space into the future.Click here to learn more about Aye MoahClick here to learn more about BoomerangIf you enjoy The CXChronicles Podcast, please stop by your favorite podcast player and leave us a review today. This is the easiest way that we can find new listeners, guests and future business leaders to join our customer focused community!And be sure to grab a copy of our book "The Four CX Pillars To Grow Your Business Now" available on Amazon +  check out the CXChronicles Youtube channel to see all of our customer focused business leader video content + our past podcast episodes!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 #182  we welcomed Fran Brzyski, Founder & CEO at Hark, based in New York City.Hark is reimagining Customer Experience. In a world where video has become an integral part of communication, how do we allow for customers to easily send their requests to their favorite brands while delivering the "perfect ticket" to CX teams?Hark does just that in a sophisticated way that opens up a new channel for customers to engage. In this episode, Fran and Adrian chat through how he has tackled The Four CX Pillars: Team,  Tools, Process & Feedback throughout his career + shares some of the tips & tricks that have worked for him across his customer focused business leader journey.**Episode #182 Highlight Reel:**1. The future of problem tickets & leveraging video to drive feedback & innovation 2. Why CX Leadership positions are incredibly difficult to serve & thrive in 3. Building Asynchronous feedback loops to drive trust & transparency  4. Leveraging user-testing to understand key moments of your customer journey   5. Creating a new lens for your internal teams to best understand your customer data    Huge thanks to Fran for coming on The CXChronicles Podcast and featuring his work and efforts in pushing the employee experience and customer success space into the future.Click here to learn more about Fran Bryzski Click here to learn more about HarkIf you enjoy The CXChronicles Podcast, please stop by your favorite podcast player and leave us a review today. This is the easiest way that we can find new listeners, guests and future business leaders to join our customer focused community!And be sure to grab a copy of our book "The Four CX Pillars To Grow Your Business Now" available on Amazon +  check out the CXChronicles Youtube channel to see all of our customer focused business leader video content + our past podcast episodes!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 #181  we welcomed Tom Goodmanson, President & CEO at Calabrio based in Minneapolis, MN. Calabrio's products and services help their customers maximize agent performance, exceed customer expectations, and boost workforce efficiency using connected data, AI-fueled analytics, automated workforce management, and personalized coaching.​  In this episode, Tom and Adrian chat through how he has tackled The Four CX Pillars: Team,  Tools, Process & Feedback throughout his career + shares some of the tips & tricks that have worked for him across his customer focused business leader journey.**Episode #181 Highlight Reel:**1. Dividing and conquering your way to growth and scalability  2. Ideas for how your team can master the debate of "Build it or buy-it?"  3. Creating CX/EX focused "story tellers" within your business to grow & scale 4. Putting your developers in front of your customers early to expedite innovation  5. How Workday's Peakon Employee Voice platform drives Calabrio's EX success Huge thanks to Tom for coming on The CXChronicles Podcast and featuring his work and efforts in pushing the employee experience and customer success space into the future.Click here to learn more about Tom Goodmanson, President and CEO at CalabrioClick here to learn more about Calabrio If you enjoy The CXChronicles Podcast, please stop by your favorite podcast player and leave us a review today. This is the easiest way that we can find new listeners, guests and future business leaders to join our customer focused community!And be sure to grab a copy of our book "The Four CX Pillars To Grow Your Business Now" available on Amazon +  check out the CXChronicles Youtube channel to see all of our customer focused business leader video content + our past podcast episodes!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 #180  we welcomed Tom DeWitt, P.h. D. Director of CXM@MSU and a fixed-term faculty member in the Department of Marketing of the Broad College of Business at Michigan State University. Tom is dedicated to advancing customer experience management globally by helping formalize and develop a framework for the field for more than a decade. Dr. DeWitt has provided customer experience management solutions to organizations and audiences around the world through consulting, workshops and presentations. Prior to joining academia, Tom enjoyed a career in the hospitality industry, where he served in senior management roles in the USA and Asia.  In this episode, Tom and Adrian chat through how he has tackled The Four CX Pillars: Team,  Tools, Process & Feedback throughout his career + shares some of the tips & tricks that have worked for him across his customer focused business leader journey.**Episode #180 Highlight Reel:**1. Building North America's first Masters Degree in Customer Experience Management (CXM) 2. How team-based ansychronous learning has changed  the future of employee experience  3. Being strategic with the tools your team uses to build and scale your customer portfolio 4. How service blueprints can pinpoint which KPIs & metrics your business should focus on 5. Triangulating your VOC and VOE reporting to understand what you need to prioritize  Huge thanks to Tom for coming on The CXChronicles Podcast and featuring his work and efforts in pushing the employee experience and customer success space into the future.Click here to learn more about Tom DeWitt, P.h. D.Click here to learn more about Michigan State's Masters in Customer Experience ManagementIf you enjoy The CXChronicles Podcast, please stop by your favorite podcast player and leave us a review today. This is the easiest way that we can find new listeners, guests and future business leaders to join our customer focused community!And be sure to grab a copy of our book "The Four CX Pillars To Grow Your Business Now" available on Amazon +  check out the CXChronicles Youtube channel to see all of our customer focused business leader video content + our past podcast episodes!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 #179  we welcomed Tom Randle, CEO at Geckoboard based in London, England. Originally a UX and product guy, Tom spent the early years of his career building companies like Red Gate & Huddle in London. He leveraged those learnings and findings to become an intricate part of the Geckoboard team & eventually their CEO. Geckoboard helps their customers access and understand their data. Their dashboard software integrates with over 80 data sources so your team can build real-time KPI dashboards that you can share with your team in minutes.  In this episode, Tom and Adrian chat through how he has tackled The Four CX Pillars: Team,  Tools, Process & Feedback throughout his career + shares some of the tips & tricks that have worked for him across his customer focused business leader journey.**Episode #179 Highlight Reel:**1. How UX and mechanical engineering launched Tom's customer focused journey2. Why focusing on company culture led to the creation of incredible customer experiences 3. Leveraging dashboards and display reporting to drive performance & communication4. Why emerging SaaS solutions are focused on managing & optimizing the customer journey 5. How informed customers & employees = industry leading businesses Huge thanks to Tom for coming on The CXChronicles Podcast and featuring his work and efforts in pushing the employee experience and customer success space into the future.Click here to learn more about Tom RandleClick here to learn more about GeckoboardIf you enjoy The CXChronicles Podcast, please stop by your favorite podcast player and leave us a review today. This is the easiest way that we can find new listeners, guests and future business leaders to join our customer focused community!And be sure to grab a copy of our book "The Four CX Pillars To Grow Your Business Now" available on Amazon +  check out the CXChronicles Youtube channel to see all of our customer focused business leader video content + our past podcast episodes!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 #178 we welcomed Tomer Rabinovich, CEO at Top Dog Global. Tomer grew his Amazon business with zero background in online sales. He has multiple brands that he sells on Amazon and built a full team in the Philippines. Tomer speaks at events all over the world and also teaches and consults other Amazon sellers actionable tactics that they can use to elevate their own businesses. In this episode, Tomer and Adrian chat through how he has tackled The Four CX Pillars: Team,  Tools, Process & Feedback throughout his career + shares some of the tips & tricks that have worked for him across his customer focused business leader journey.**Episode #178 Highlight Reel:**1. Riding The Amazon Wave and building amazing customer experiences2. How building customer success is its own form of magic 3. Building an Amazon brand & business in today's world 4. Paying attention to how history repeats itself while building your business5. Building asynchronous workflows for today's hybrid working world Huge thanks to Tomer for coming on The CXChronicles Podcast and featuring his work and efforts in pushing the employee experience and customer success space into the future.Click here to learn more about Tomer RabinovichClick here to learn more about Tomer's New Book Riding The Amazon WaveIf you enjoy The CXChronicles Podcast, please stop by your favorite podcast player and leave us a review today. This is the easiest way that we can find new listeners, guests and future business leaders to join our customer focused community!And be sure to grab a copy of our book "The Four CX Pillars To Grow Your Business Now" available on Amazon +  check out the CXChronicles Youtube channel to see all of our customer focused business leader video content + our past podcast episodes!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 #177 we welcomed Larry Yatch, CEO at SEAL Team Leaders based in Boca Raton, FL. Larry and his SEAL Team Leaders help you create, expect and empower leaders at every level, just like a SEAL team.Every member of the SEAL team is a leader. When you have an organization full of SEAL leaders, this gives you the freedom to grow your business instead of just surviving business.All of these benefits allow you to create what you want - as an entrepreneur, as a team member, and as a customer & employee focused business leader. In this episode, Larry and Adrian chat through how he has tackled The Four CX Pillars: Team,  Tools, Process & Feedback throughout his career + shares some of the tips & tricks that have worked for him across his customer focused business leader journey.**Episode #177 Highlight Reel:**1. How you can bake the key traits of Navy Seals into your leadership & management team 2. Learning how your team can hold, pass or accept responsibility as you scale 3. Why proper planning prevents poor performance in any business or team 4. Taking consistent actions on a regular basis to push progress and innovation ahead 5. The power of slowing down to figure out how you can go even faster! Huge thanks to Larry for coming on The CXChronicles Podcast and featuring his work and efforts in pushing the employee experience and customer success space into the future.Click here to learn more about Larry YatchClick here to learn more about SEAL Team LeadersIf you enjoy The CXChronicles Podcast, please stop by your favorite podcast player and leave us a review today. This is the easiest way that we can find new listeners, guests and future business leaders to join our customer focused community!And be sure to grab a copy of our book "The Four CX Pillars To Grow Your Business Now" available on Amazon +  check out the CXChronicles Youtube channel to see all of our customer focused business leader video content + our past podcast episodes!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 #176 we welcomed Ethan Beute, Chief Evangelist at BombBomb, Host of The Customer Experience Podcast, and Wall Street Journal best-selling Author of "Human-Centered Communication" & "Rehumanize Your Business".Ethan has spent more than a decade helping people enjoy clearer communication, human connection, and higher conversion by replacing some of their faceless, digital communication with simple, personal video messages in emails, text messages, LinkedIn messages, Slack messages, and similar. He's sent more than 12,500 videos and co-authored two (and a half) books on the what, why, who, when, and how of this "relationships through video" movement. BombBomb makes it easy to record, send, and track video messages, allowing you to be “in person” with those who matter most to your business at any given time.More than 60 thousand business professionals in Mortgage, Finance, Insurance, and Real Estate use BombBomb Video to rehumanize their communication.Ethan's also the host of one of my favorite podcasts, The Customer Experience Podcast where he interviews amazing customer focused business leaders from across the world. In this episode, Ethan and Adrian chat through how he has tackled The Four CX Pillars: Team,  Tools, Process & Feedback throughout his career + shares some of the tips & tricks that have worked for him across his customer focused business leader journey.**Episode #176 Highlight Reel:**1. Leveraging video messaging to communicate with your customers & your team 2. Creating natural collisions with your customers & users to fuel growth 3. Meeting your customers and team on their preferred communication mediums 4. Doubling down on asynchronous messages + humanizing your outreach 5. Finding the balance between the human touch and the technology touch Huge thanks to Ethan for coming on The CXChronicles Podcast and featuring his work and efforts in pushing the customer experience and customer success space into the future.Click here to learn more about Ethan BeuteClick here to learn more about BombBombClick here to learn more about The Customer Experience PodcastIf you enjoy The CXChronicles Podcast, please stop by your favorite podcast player and leave us a review today. This is the easiest way that we can find new listeners, guests and future business leaders to join our customer focused community!And be sure to grab a copy of our book "The Four CX Pillars To Grow Your Business Now" available on Amazon +  check out the CXChronicles Youtube channel to see all of our customer focused business leader video content + our past podcast episodes!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 #175 we welcomed Deon Nicholas, CEO & Co-Founder at Forethought AI based in San Francisco, CA.Forethought AI is a Silicon Valley software company founded by a team of Dropbox, Palantir, and Autonomy alumni in 2017. Their mission is to unlock human potential through the power of AI.Forethought transforms the customer experience by infusing human-centered AI at each stage of the customer support journey. With Forethought, organizations can resolve common cases instantly, predict and prioritize tickets, and assist agents with relevant knowledge—all from one AI platform. In this episode, Deon and Adrian chat through how he has tackled The Four CX Pillars: Team,  Tools, Process & Feedback throughout his career + shares some of the tips & tricks that have worked for him across his customer focused business leader journey.**Episode #175 Highlight Reel:**1.  How AI can transform any company's customer experience  & customer success2.  Improving how you set priorities + understanding core activities that drive innovation3. Why customer expectations have changed forever & how your business can adapt 4. Embedding process into your business behaviors and team culture as you scale  5. Why customer & employee feedback needs to be the  catalyst for driving actionHuge thanks to Deon for coming on The CXChronicles Podcast and featuring his work and efforts in pushing the customer experience and customer success space into the future.Click here to learn more about Deon NicholasClick here to learn more about Forethought AI If you enjoy The CXChronicles Podcast, please stop by your favorite podcast player and leave us a review today. This is the easiest way that we can find new listeners, guests and future business leaders to join our customer focused community!And be sure to grab a copy of our book "The Four CX Pillars To Grow Your Business Now" available on Amazon +  check out the CXChronicles Youtube channel to see all of our customer focused business leader video content + our past podcast episodes!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 #174 we welcomed Gregorio Uglioni, CCXP an inspiring CX/CS executive who has come to be known as The CX GoalKeeper, based in Zurich, Switzerland. Greg has spent years helping a plethora of amazing companies with transforming and digitizing their CX/CS roadmaps. In short, Greg is a former Accenture consultant, who today is responsible for Business Transformation at the Cantonal Hospital of Winterthur based in Switzerland.  He's also a huge part of the global CX/CS community. He's authored several books, is the host of The CX GoalKeeper Podcast,  judges a variety of Customer Experience awards programs across the globe, is an international speaker and regular at webinars and conferences + lectures on customer experience & success at the University of Lucerne. In this episode of CXCP, Greg and Adrian chat through how he has tackled The Four CX Pillars: Team,  Tools, Process & Feedback throughout his career + shares some of the tips & tricks that have worked for him across his customer focused business leader journey.**Episode #174 Highlight Reel:**1. How building your CX/CS  team is like managing a world-class soccer club  2. Building offensive, mid-field and defensive goals & targets to scale your business3. Creating your "eye-level" strategy for building a tool-kit or blueprint for your team 4. Leveraging process to become the glue that retains customers & fuels your growth 5. Investing in customer & employee feedback optimization to drive future innovationHuge thanks to Greg for coming on The CXChronicles Podcast and featuring his work and efforts in pushing the customer experience and customer success space into the future.Click here to learn more about Gregorio Uglioni, CCXPClick here to learn more about The CX GoalKeeper PodcastIf you enjoy The CXChronicles Podcast, please stop by your favorite podcast player and leave us a review today. This is the easiest way that we can find new listeners, guests and future customer focused business leaders to join our customer focused business leader community!And be sure to grab a copy of our book "The Four CX Pillars To Grow Your Business Now" available on Amazon +  check out the CXChronicles Youtube channel to see all of our customer focused business leader video content + our past podcast episodes!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 #173 we welcomed Palak Dalal Bhatia, Founder & CEO at Iris Agent, based in Mountain View, CA.  With proactive support and AI-powered ticket intelligence, IrisAgent makes it easy for support teams to work collaboratively with product and engineering organizations to prevent escalations, drive informed action, and align on what really matters for your customers.IrisAgent takes simple, repetitive tickets off your support team’s plate, but they pride themselves on being more than just a chatbot, they provide valuable insights & recommendations to aid your business. Unlike other players in this space, they take a 360-degree view of customer support operations, leveraging product and user context to gain meaningful insight into the ‘why’ behind tickets associated with bugs, performance issues, and outages to create support workflows and recommend operational improvements to improve your customer experience & success. In this episode of CXCP, Palak 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 #173 Highlight Reel:**1. Why including your customers in your product management strategy is paramount  2.  CX becomes the biggest competitive advantage with the  abundance of SaaS tools today 3.  Leading a proactive customer success team focused on remaining several steps ahead4.   Building an escalation & churn review process that focuses on the root-cause of the issue5.   Ideas for how you can build social listening & customer sentiment strategies as you scaleHuge thanks to Palak 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 Palak Dalal Bhatia Click here to learn more about IrisAgentIf 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 #172 we welcomed Fang Cheng, CEO & Founder at Linc based in Santa Clara, CA. Linc is the only CX Automation platform built for retail that is changing the conversation in commerce. Their award winning AI powers an infinitely scalable digital workforce for real conversations that solve real problems for your customers.Brands like Levi’s, Shiseido, Carter's OshKosh, and many others partner with Linc to deliver extraordinary experiences that span the customer lifecycle to reduce support costs, increase sales conversions, and grow revenue. In this episode of CXCP, Fang and Adrian chat through how she has tackled The Four CX Pillars: Team,  Tools, Process & Feedback throughout her career + shares some of the tips & tricks that have worked across her customer focused business leader journey.**Episode #172 Highlight Reel:**1. How sub-par customer experiences can help to ignite new business opportunities 2.  How product management can help to fuel your CX/CS optimization possibilities3.  Why modern customers demand quick access to information + convenience 4.  Ideas for how you can include your entire team in owning your CX/CS 5.  How you can leverage your VOC reporting to be your North StarHuge thanks to Fang 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 Fang ChengClick here to learn more about LincIf 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 #171 we welcomed Alister Esam, CEO & Founder at Process Bliss based in Newbury, England. Process Bliss helps their customers embed process  in their business to help it run like clockwork. Process Bliss helps optimize your company by identifying blockers, pinpointing the key processes, improving them on a regular basis + working with your team so they are apart of the process.   Ultimately, people are smarter than process, which is why Process Bliss not only manages your recurring processes, it shows you where process is failing your people, and empowers them to complete it in the best way they know how.In this episode of CXCP, Alister and Adrian chat through how he has tackled The Four CX Pillars: Team,  Tools, Process & Feedback throughout his career + shares some of the tips & tricks that have worked across his customer focused business leader journey.**Episode #171 Highlight Reel:**1. Why process is typically dealt with as a "dirty word" in many companies 2.  Inviting your very best customers into the scaling & optimization process 3.  Understanding your core roles + areas of accountability & authority 4.  Why process helps to drive all The Four CX Pillars 5.  How your business will gravitate towards the focus areas that you measure Huge thanks to Alister for coming on The CXChronicles Podcast and featuring his team's work and efforts in pushing the customer experience and customer success space into the future.Click here to learn more about Alister EsamClick here to learn more about Process BlissIf 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 #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
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