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CXChronicles Podcast

Author: Adrian Brady-Cesana

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Come join the CXNation and listen the CXChronicles Podcast! Each week we discuss all things related to customer experience, customer service, customer success & inside sales for today's world. Listen on your favorite podcast player today!Each week CXCP hosts amazing customer focused business leaders and dives into customer experience weekly updates, ideas for growing your business and team, CX SaaS news and industry updates and provides tons of value-first insights from industry leaders. CXC is constantly focusing on how we can strive to provide great customer experience and service content and information, regardless of your company's industry or space! Visit our website today at www.cxchronicles.com or check us out on Instagram/FB/Twitter using our handle @CXChronicles.
139 Episodes
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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/)
Hey CX Nation,In episode #150 of The CXChronicles Podcast we welcomed Fred Reichheld, Bain Fellow at Bain & Company based in Boston, MA. Bain & Company is a global consultancy that helps the world’s most ambitious change makers define the future. Fred Reichheld is the creator of the Net Promoter System℠ (NPS®) and one of the world’s leading experts on customer and employee loyalty. The best-selling author of four books on loyalty, he is a fellow at Bain & Company and founder of Bain’s Loyalty practice, which helps companies achieve results through customer and employee loyalty. His latest book, coauthored with Bain’s Rob Markey, is The Ultimate Question 2.0: How Net Promoter Companies Thrive in a Customer-Driven World (Harvard Business Press, 2011). In the book, Fred and Rob examine how NPS practitioners, including Apple Retail, Philips, Charles Schwab, Allianz, American Express and Intuit, have utilized this system to generate extraordinary results. They also explain how NPS helps companies become truly customer-centric, unleashing profitable growth by systematically converting more customers into promoters and fewer into detractors.Fred and Adrian also chat through The Four CX Pillars: Team,  Tools, Process & Feedback to share some of the tips & tricks that have worked for Bain & Company as they've built & grown their business across the globe.**Episode #150 Highlight Reel:**1. Why making your customer's life better always drives profits & future growth 2.  What drove Fred to create the Net Promoter Score (NPS) & why it drives innovation 3.  Why high scoring NPS public companies outperformed the rest of the market4.  How great leaders set their team up  for success & create amazing places to work5.  Speaking truth to create power and market dominance as you scale  Huge thanks to Fred for coming on the CXCP and featuring his work and efforts in pushing the customer experience & customer success space into the future.Click here to learn more about Fred ReichheldClick here to learn more about Bain & CompanyIf 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/)
Hey CX Nation,In episode #149 of The CXChronicles Podcast we welcomed Michael Epstein, Principal at PostPilot based in Greenville, SC. PostPilot helps businesses create and manage Direct Mail campaigns to reach existing and potential customers.PostPilot exists for the sole purpose of eliminating all of the pain-points that businesses of any size currently deal with in attempting to implement an effective Direct Mail strategy.Adrian and Michael also chat through The Four CX Pillars: Team,  Tools, Process & Feedback to share some of the tips & tricks that have worked for Simon and his team as they've built & grown their business.**Episode #149 Highlight Reel:**1. Leveraging postcard marketing to ignite your marketing & demand generation performance 2.  How you  get your first customers through the door and using your product or services3. Understanding & improving your marketing ROI & performance tracking4.  Understanding your customer journey & multi-threading your marketing activities 5. Focusing on up-selling & cross-selling to the customers you already have  Huge thanks to Michael  for coming on the CXCP and featuring his team's work and efforts in pushing the post card marketing space into the future.Click here to learn more about Michael EpsteinClick here to learn more about PostPilotIf 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 customer focused business leader show. With the holidays coming up 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 and your team improve your overall CX/CS efforts as we get ready to head into another brand new year.And as always folks -- remember to make happiness a habit!Support the show (https://cxchronicles.com/)
Hey CX Nation,In episode #148 of The CXChronicles Podcast we welcomed Simon Severino, CEO and Business Growth Coach at Strategy Sprints based in Austria. Strategy Sprints is currently working with a number of awesome startups, growth focused executives & leading brands around the world helping them get better clients, & focusing on doubling their revenues in 90 days .Simon talks with the CXNation about how they can create better marketing strategies, which leads to repeatable sales & over time improves your company's operations as you scale.Adrian and Simon also chat through The Four CX Pillars: Team,  Tools, Process & Feedback to share some of the tips & tricks that have worked for Simon and his team as they've built & grown their business.**Episode #148 Highlight Reel:**1. Ideas for how business owners can begin getting out of the weeds to improve their business 2. Increasing your conversion rates & customizing the "art of the deal" with your customers 3. The power of focus & picking 3 core KPIs over the next 30 days that will help drive growth 4.  Solving your customers problems & doing it extremely well, over & over again5. Ask your customers what's working, what's not working, what else do you need, & who else needs this? Huge thanks to Simon for coming on the CXCP and featuring his team's work and efforts in pushing the demand generation and growth optimization space into the future. Click here to learn more about Simon SeverinoClick here to learn more about Strategy Sprints 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 CX'ers & Customer Success pros to tune into our customer focused business leader show. With the holidays coming up 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 and your team improve your overall CX/CS efforts as we get ready to head into another brand new year.And as always folks -- remember to make happiness a habit!Support the show (https://cxchronicles.com/)
Hey CX Nation,In episode #147 of The CXChronicles Podcast we welcomed Mike Myer, CEO and Founder at Quiq based in Bozeman, MT. Quiq is powering the next generation of business to consumer communications through async messaging. People text all the time with family and friends -- why not text with every business that you support?Through Conversational AI and Next Gen Contact Center, Quiq's Conversational Platform drives increased revenue, improved efficiency and higher CSAT for clients in eCommerce and Customer Care.Adrian and Mike chat through The Four CX Pillars: Team,  Tools, Process & Feedback to share some of the tips & tricks that have worked for Quiq as they've built & grown their company and team.**Episode #147 Highlight Reel:**1. What it's like selling your company to Oracle early on in your career & finding that major first win as an entrepreneur. 2. How every business can text message with their customers like they do their family & friends 3. Why Facebook, Apple, & Google have all invested in building their text messaging platforms 4.  Leveraging asynchronous messaging throughout the customer journey & buying process  5. Why managing your customer messaging through text can be far more cost effective & lead to higher satisfaction Huge thanks to Mike for coming on the CXCP and featuring his team's work and efforts in pushing the customer communications space into the future. Click here to learn more about Mike MyerClick here to learn more about QuiqIf 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 customer focused business leader show. And with the holidays coming up be sure to grab a copy of our book "The Four CX Pillars To Grow Your Business Now" on Amazon! We also have team rates if you're looking to scoop-up several copies for your CX or CS team. Reach out to CXC at INFO@cxchronicles.com for more information & please remember to make happiness a habit!Support the show (https://cxchronicles.com/)
Hey CX Nation,In episode #146 of The CXChronicles Podcast we welcomed Chelsea Bedard, Chief Revenue Officer at Cann based in Los Angelas, CA. Cann is the #1 selling THC-infused beverage in California according to BDS Analytics. Founded by Stanford and Harvard graduates, Cann is reshaping social drinking with their microdosed, non-alcoholic beverages that deliver a perfect, uplifting feeling every time. Chelsea shares her experiences of building the sales & revenue team at Cann and what she's learned  on her personal journey about finding new customers, understanding their needs and working hard at keeping them coming back again and again in the future. Adrian and Chelsea chat through The Four CX Pillars: Team,  Tools, Process & Feedback to share some of the tips & tricks that have worked for Cann as they've built & grown their company and team.**Episode #146 Highlight Reel:**1. How Cann is taking a totally different twist on the burgeoning cannabis industry & changing the future of drinking 2.  Building a diverse team focused on solving problems & collaborating at all costs3.  Leveraging product & merchandise placement to get your product visibility higher & increase sales4.  Why managing your company's mistakes is one of the biggest hurdles for any business as it scales 5. The power of using the start, stop, continue methodology! Huge thanks to Chelsea for coming on the CXCP and featuring her team's work and efforts in pushing the THC-infused beverage space into the future!Click here to learn more about Chelsea BedardClick here to learn more about CannIf you enjoy The CXChronicles Podcast, please stop by your favorite podcast player and leave us a review, this is the easiest way we can find new listeners, guests and future CX'ers & be sure to grab a copy of our book "The Four CX Pillars To Grow Your Business on Amazon today!Reach out to us now at INFO@cxchronicles.com for more informationSupport the show (https://cxchronicles.com/)
Hey CX Nation,In episode #145 of The CXChronicles Podcast we welcomed Jason Hennessey, CEO at Hennessey Digital based in Los Angelas, CA.Jason Hennessey is an internationally-recognized SEO expert, author, speaker, entrepreneur, and business executive. Since 2001, Jason has been reverse-engineering the Google algorithm as a self-taught student and practitioner of SEO and search marketing.His expertise led him to grow and sell multiple businesses, starting with a dot-com in the wedding industry. After presenting his SEO knowledge to a group of lawyers in 2009, Jason founded and later sold Everspark Interactive, cementing his reputation as a thought leader and authority in SEO for the legal industry. As CEO of Hennessey Digital since 2015, Jason grew a small consultancy to a $10MM+ business that made the Inc. 5000 list for the second year in a row in 2020, and he also runs SEO industry news site iloveseo.com. Adrian and Jason chat through The Four CX Pillars: Team,  Tools, Process & Feedback to share some of the tips & tricks that have worked for Hennessey Digital as they've built & grown their company and team.**Episode #145 Highlight Reel:**1. Learning from other successful entrepreneurs to build your personal playbook for success 2. Leveraging the power of SEO to help future customers find your business & brand  3. Using case studies and past customer success stories to grow your business 4.  Focusing on team building & leveraging others experience to drive business growth 5. How you can convert customer & employee feedback into tomorrow's great ideas for your scaling businessHuge thanks to Jason for coming on the CXCP and featuring his team's work and efforts in pushing the talent & location intelligence space into the future!Click here to learn more about Jason HennesseyClick here to learn more about Hennessey DigitalIf you enjoy The CXChronicles Podcast, please stop by your favorite podcast player and leave us a review, this is the easiest way we can find new listeners, guests and future CX'ers & be sure to grab a copy of our book "The Four CX Pillars To Grow Your Business on Amazon today!Reach out to us now at INFO@cxchronicles.com for more informationSupport the show (https://cxchronicles.com/)
Hey CX Nation,In episode #144 of The CXChronicles Podcast we welcomed Dave Withers, CEO at Vertis in the San Francisco Bay area. The Vertis Market Intelligence Platform leverages billions of data points and proprietary data science to help business leaders implement data-driven talent and location strategies. Their platform delivers dynamic insights to executive, HR, and real estate leaders in high-growth enterprise organizations, allowing them to make accurate, data-driven decisions about talent, real estate, and workforce expansion.Adrian and Dave chat through The Four CX Pillars: Team,  Tools, Process & Feedback to share some of the tips & tricks that have worked for Vertis as they've built their company and team. **Episode #144 Highlight Reel:**1. Why it's imperative to focus on building your startup or scale up with people you trust & have worked with in the past 2.  Why joining companies at different stages can be a "game-changer" for your career3.  How talent & location intelligence can separate your business from its competition  4. What are some immediate ways that your business can further leverage its data  5.  Improving the way that your team socializes customer & employee feedbackHuge thanks to Dave for coming on the CXCP and featuring his team's work and efforts in pushing the talent & location intelligence space into the future!Click here to learn more about Dave WithersClick here to learn more about VertisIf you enjoy The CXChronicles Podcast, please stop by your favorite podcast player and leave us a review, this is the easiest way we can find new listeners, guests and future CX'ers & be sure to grab a copy of our book "The Four CX Pillars To Grow Your Business on Amazon today!CXChronicles -- Customer Experience Managed ServicesReach out to us now at Info@cxchronicles.com for more information www.cxchronicles.comSupport the show (https://cxchronicles.com/)
Hey CX Nation,In episode #143 of The CXChronicles Podcast we welcomed Eli Schwartz, growth advisor & best selling author of #1 rated book on Amazon "Product-Led SEO, The Why Behind Building Your Organic Growth Strategy". Eli and his team work with enterprises and startups to help them develop and implement growth strategies to scale their organic visibility in search. Eli's Clients include: Tinder, Coinbase, Gusto, Automattic, Insight Timer, Getaround, Handshake, Faire, Mixpanel, BlueNile, ThePillClub, G2, AllTrails, Gametime, and others. Adrian and Eli chat through The Four CX Pillars: Team,  Tools, Process & Feedback to share some of the tips & tricks that have worked for Eli over the years as he's worked with some major global brands. **Episode #143 Highlight Reel:**1. Thinking about organic growth activities to grow your business 2. Understanding how you can leverage SEO to find new leads & prospects3.  How to manage your ICP search experience & journey4. Leveraging customer surveys to understand their ever-changing needs 5. Using customer listening tours to remain focused  on what matters mostHuge thanks to Eli for coming on the CXCP and featuring his team's work and efforts in pushing the SEO and growth-demand generation space into the future![Click here to learn more about Eli Schwartz](https://www.linkedin.com/in/schwartze/)[Click here to learn more about Product Led SEO](https://www.productledseo.com/)If you enjoy The CXChronicles Podcast, please stop by your favorite podcast player and leave us a review, this is the easiest way we can find new listeners, guests and future CX'ers & be sure to grab a copy of our book "The Four CX Pillars To Grow Your Business on Amazon today!CXChronicles -- Customer Experience Managed ServicesReach out to us now at Info@cxchronicles.com for more information www.cxchronicles.comSupport the show (https://cxchronicles.com/)
Hey CX Nation,In episode #142 of The CXChronicles Podcast we dusted off the old CX Weekly Update format (back from popular demand) & chatted through a bunch of year end tips for all of you customer focused business leaders. Adrian chats through a number of ideas around how your team can use The Four CX Pillars: Team,  Tools, Process & Feedback framework to perform your end of year CX/CS audit. This will create tons of fuel and ammo for your 2022 team kick-off and project planning efforts over the next couple of weeks leading up to the holidays.  **Episode #142 Highlight Reel:**1.  Thinking about surveys & collecting customer feedback2.  Response time and getting back to folks quickly3.  Leveraging leadership & executive sponsors to drive customer retention4.  Understanding & building upon customer needs5.  Invest in updated customer journey maps heading into next yearHuge thanks to all of you for following the CXCPodcast each week and being apart of building the "CX Nation" one of the fastest growing communities of customer experience & customer success professionals in the world! Click here to learn more about CXCIf you enjoy The CXChronicles Podcast, please stop by your favorite podcast player and leave us a review, this is the easiest way we can find new listeners, guests and future CX'ers & be sure to grab a copy of our book "The Four CX Pillars To Grow Your Business on Amazon today!Ask CXChronicles How You Can Learn More About Our Customer Experience Managed ServicesReach out to us now at Info@cxchronicles.comwww.cxchronicles.comBook Time with CXChronicles via CalendlySupport the show (https://cxchronicles.com/)
Hey CX Nation,In episode #141 of The CXChronicles Podcast we welcomed Jesson Bradshaw, CEO at Energy Ogre based in Houston, TX. Savvy Texans trust Energy Ogre to ensure they never overpay for electricity again. Their team of industry experts and developers revolutionized the electricity marketplace with proprietary technology that analyzes hundreds of electricity plans available, considers all of the market variables, and identifies the one tailor-made to fit your unique usage profile. Year after year, their members enjoy the freedom and convenience of relying on them to manage their electricity, confident they are always getting a fair deal at a fair price. Adrian and Jesson chat through how the team at Energy Ogre has approached The Four CX Pillars: Team,  Tools, Process & Feedback as they've scaled and grown their team into the future. **Episode #141 Highlight Reel:**1. Saying goodbye to your comfortable paycheck & starting your own business2. Leveraging your subject matter expertise niche & building within that space3. Finding the right type of employees  & developing  your team as you scale4. Identifying the leading technology solutions in your space & leveraging them to grow5. Finding your new balance for remotely serving your customers Huge thanks to Jesson for coming on the CXCP and featuring his team's work and efforts in building Energy Ogre!Click here to learn more about Jesson BradshawClick here to learn more about Energy OgreIf you enjoy The CXChronicles Podcast, please stop by your favorite podcast player and leave us a review, this is the easiest way we can find new listeners, guests and future CX'ers & be sure to grab a copy of our book "The Four CX Pillars To Grow Your Business on Amazon today!CXChronicles -- Customer Experience Managed ServicesReach out to us now at Info@cxchronicles.com for more information www.cxchronicles.comBook Time with CXChronicles via CalendlySupport the show (https://cxchronicles.com/)
Hey CX Nation,In episode #140 of The CXChronicles Podcast we welcomed Nathan Foy, CEO at Fortis based in Greenville,  SC. FORTIS is the global leader in secure private travel offering a full spectrum of services including 5-star secure chauffeured service, executive protection, and concierge for the world’s most discerning traveler. Offering service in over 1000 cities in 114 countries, the organization ranks among INC 5000s Fastest Growing Companies in the United States and was recently named to the prestigious Best Places to Work in South Carolina 2020. Headquartered in Greenville, South Carolina with offices in Hong Kong and KSA, Fortis has provided innovative solutions for all aspects of secure private travel since its founding in 2000. To learn more, visit Fortis.coAdrian and Nathan chat through how the team at Fortis has approached The Four CX Pillars: Team,  Tools, Process & Feedback as they've scaled and grown their team into hundreds of people. **Episode #140 Highlight Reel:**1. Building a global 24/7 secure private travel experience company for the world's most discerning & experienced travelers2. Ideas for building your international team & partner network to scale across the globe3. Focusing on tools & process to keep your global team informed & under control as you scale4. Building flywheels inside of your business to expedite growth & traction5. How agile CX can overhaul your company over nightHuge thanks to Nathan for coming on the CXCP and featuring his team's work and efforts in building Fortis!Click here to learn more about Nathan FoyClick here to learn more about FortisIf you enjoy The CXChronicles Podcast, please stop by your favorite podcast player and leave us a review, this is the easiest way we can find new listeners, guests and future CX'ers & be sure to grab a copy of our book "The Four CX Pillars To Grow Your Business on Amazon today!CXChronicles -- Customer Experience Managed ServicesReach out to us now at Info@cxchronicles.com for more information www.cxchronicles.comBook Time with CXChronicles via CalendlySupport the show (https://cxchronicles.com/)
Hey CX Nation,In episode #139 of The CXChronicles Podcast we welcomed Jose Herrera, CEO at Hire Horatio CX based in New York City. Horatio is a next-generation and tech-enabled customer support outsourcing firm aimed at providing a reliable and trusted handpicked team to allow businesses to “do what they do best and Hire Horatio for the rest.” Horatio partners with high-growth and innovative companies to develop their customer support strategy and provides a dedicated handpicked team to execute.Jose and Adrian chat through how the team at Horatio has approached The Four CX Pillars: Team,  Tools, Process & Feedback as they've scaled and grown their team into hundreds of people. **Episode #139 Highlight Reel:**1. Building a modern customer support team for high growth, digitally focused companies 2. Leveraging tools like Zendesk, Kustomer, Gorgious, Gladly and other SaaS solutions  3. How to build your team's customer experience living playbook for success  4. Best practice ideas for getting your team to adopt & utilize your internal tools5. Why focusing on your team, culture and overall mission is key to EX success Huge thanks to Jose for coming on the CXCP and featuring his team's work and efforts in pushing the customer experience & service world into the future.Click here to learn more about Jose  HerreraClick here to learn more about Hire Horatio CXIf you enjoy The CXChronicles Podcast, please stop by your favorite podcast player and leave us a review, this is the easiest way we can find new listeners, guests and future CX'ers & be sure to grab a copy of our book "The Four CX Pillars To Grow Your Business on Amazon today!Support the show (https://cxchronicles.com/)
Hey CX Nation,In episode #138 of The CXChronicles Podcast we welcomed Vasco Pedro, CEO at Unbabel based in San Francisco, CA & Lisbon, Portugal. Unbabel eliminates language barriers so that businesses can thrive across cultures and geographies. The company’s language operations platform blends advanced artificial intelligence with human editors, for fast, efficient, high-quality translations that get smarter over time. Unbabel integrates seamlessly in any channel, so agents can deliver consistent multilingual support from within their existing workflows. Making it easy for enterprises to grow into new markets and build customer trust in every corner of the world.Based in San Francisco, Calif., Unbabel works with leading customer support teams at brands such as Microsoft, Panasonic, Booking.com and Logitech, to communicate effortlessly with customers around the world, no matter what language they speak.**Episode #138 Highlight Reel:**1. How Unbabel is helping companies across the world with communicating with their customers & employees 2. Why not being language dependent leads to better CX and customer support 3. How COVID has changed the way teams communicates & collaborates 4. Why companies that are comfortable working asynchronously will dominate the future 5. As you scale there's a tendency to lean towards best in class solutions to drive growthHuge thanks to Vasco for coming on the CXCP and featuring his team's work and efforts in pushing the customer experience & language & communications world into the future. Click here to learn more about Vasco PedroClick here to learn more about UnbabelIf you enjoy The CXChronicles Podcast, please stop by your favorite podcast player and leave us a review, this is the easiest way we can find new listeners, guests and future CX'ers & be sure to grab a copy of our book "The Four CX Pillars To Grow Your Business on Amazon today!Support the show (https://cxchronicles.com/)
Hey CX Nation,In episode #137 of The CXChronicles Podcast we welcomed Dorian Stone, Head of Organizations Revenue at Grammarly based in San Francisco, CA.Grammarly’s digital writing assistant helps 30 million people and 30,000 teams write more clearly and effectively every day. In building a product that scales across multiple platforms and devices, Grammarly works to empower users whenever and wherever they communicate.Dorian shares his personal customer focused business leader journey + dives into the way that he thinks about The Four CX Pillars & how his team at Grammarly has shaped their team, tools, process & feedback as they scale. **Episode #137 Highlight Reel:**1. Understanding the benefits of communicating effectively in a growth focused business 2.  Ideas for how you can begin triggering employee engagement & increase talent retention 3. Why AI driven writing assistance technology will help grow your business & team 4. Mitigating context switching with your tool-kit to optimize your CX & EX 5. How to build 360 listening into your business, internally & externally Huge thanks to Dorian for coming on the CXCP and featuring his team's work and efforts in pushing the customer experience & AI powered writing assistant world into the future. Click here to learn more about Dorian StoneClick here to learn more about GrammarlyIf you enjoy The CXChronicles Podcast, please stop by your favorite podcast player and leave us a review, this is the easiest way we can find new listeners, guests and future CX'ers & be sure to grab a copy of our book "The Four CX Pillars To Grow Your Business on Amazon today!Support the show (https://cxchronicles.com/)
Hey CX Nation,In episode #136 of The CXChronicles Podcast we had the pleasure of welcoming Jason Ten Pow, CEO at ONR  based in Toronto, Ontario. Jason and his team show brands how to fundamentally transform their approach to Customer Experience. They help to re-set the CX dial, re-imagine relationships and build trust between brands and customers.  **Episode #136 Highlight Reel:**1. What it takes to build unbreakable relationships with your customers 2. How leading companies transform their organizations by investing in CX 3. Collecting customer feedback data is the start but what are you going to do with it? 4. Leveraging tools & processes to build unbreakable customer relationships 5. Why CX is a top down initiative and investment for most companies! Huge thanks to Jason for coming on the CXCP and featuring his team's work and efforts in pushing the customer experience & digital marketing space into the future.Click here to learn more about Jason Ten PowClick here to learn more about ONR CXIf you enjoy The CXChronicles Podcast, please stop by your favorite podcast player and leave us a review, this is the easiest way we can find new listeners, guests and future CX'ers & be sure to grab a copy of our book "The Four CX Pillars To Grow Your Business on Amazon today!Support the show (https://cxchronicles.com/)
Hey CX Nation,In episode #135 of The CXChronicles Podcast we had the pleasure of having Dennis Yu, CEO at BlitzMetrics based in Albany, CA on the show!BlitzMetrics is a digital marketing company that focuses on identifying & optimizing for key customer insights and works with amazing global brands like The Golden State Warriors, Nike, Starbucks, American Airlines and Rosetta Stone.This was one of our very best episodes of CXCP to date so be sure to tune into this week's episode!**Episode #135 Highlight Reel:**1. Investing in mentorship and apprenticeship to help build your business2. Curating meaningful customer & employee experiences to drive growth3. Working with companies like American Airlines, Red Bull, & Nike4. Understanding customer engagement views across all your channels5. Taking action on customer & employee feedback, not just paying it lip service! Huge thanks to Dennis for coming on the CXCP and featuring his team's work and efforts in pushing the customer experience & digital marketing space into the future. Click here to learn more about Dennis YuClick here to learn more about BlitzMetricsIf you enjoy The CXChronicles Podcast, please stop by your favorite podcast player and leave us a review, this is the easiest way we can find new listeners, guests and future CX'ers & be sure to grab a copy of our book "The Four CX Pillars To Grow Your Business on Amazon today!Adrian Brady-CesanaFounder and Chief Experience Officer CXChronicles.comSupport the show (https://cxchronicles.com/)
In episode #134 of The CXChronicles Podcast we welcomed Nate  Joens Co Founder at Structurely based out of Ames,  Iowa. Structurely's conversational AI technology is leading the way in sales and marketing, structuring conversations to engage leads at scale. With two-way conversation, their AI Assistant engages online prospects, qualifies them for a personalized experience, and nurtures these lead relationships through intelligent engagement.Nathan joins the CXCP to talk about his experience optimizing and focusing on The Four CX Pillars: Team, Tools, Process & Feedback  while building & scaling Structurely. Episode #134 Highlight Reel:Collecting market based feedback to validate your business ideaWhy building life-like AI is not easy for most companiesThe art of following-up with your leads & prospects to create new business Texting with your customers to personalize your customer experienceConstantly understanding new use-cases for your product & service offeringsHuge thanks to Nathan for coming on The CXCP and featuring his team's work and efforts in pushing the customer experience & success space into the future. Click here to learn more about Nathan JoensClick here to learn more about StructurelyIf you enjoy The CXChronicles Podcast, please stop by your favorite podcast player and leave us a review, this is the easiest way we can find new listeners, guests and future CX'ers!Support the show (https://cxchronicles.com/)
In episode #133 of The CXChronicles Podcast we welcomed Mahesh Ram,  CEO at Solvvy based in San Mateo, CA. Solvvy delivers brilliant customer experiences through its next-gen chatbot and automation platform. Their clients enjoy self-service rates as high as 70% along with higher customer satisfaction, better customer insights, and improved operational efficiencies. Powered by advanced AI and Natural Language Processing (NLP), Solvvy resolves issues with speed and scale for over 500 Million users of the world’s top brands including HelloFresh, Vimeo, Under Armour, Twilio, Calm, GoFundMe, Stash, and Ring.Mahesh talks about the important lessons that he's learned about optimizing The Four CX Pillars: Team, Tools, Process & Feedback throughout his personal journey and there's tons of valuable insights loaded into this episode about building  Solvvy. Episode #133 Highlight Reel:How do we make technology more useful for human beingsBuilding personalized support & service within your customer baseLeveraging the categorization of issues & taking immediate actionMaking customer adoption of your product or service a constant key focus area Building Updated Voice of Customer (VOC) & Voice of Product (VOP) reportingHuge thanks to Mahesh for coming on the CXCP and featuring his team's work and efforts in pushing the customer experience & success space into the future.  Click here to learn more about Mahesh RamClick here to learn more about SolvvyIf you enjoy The CXChronicles Podcast, please stop by your favorite podcast player and leave us a review, this is the easiest way we can find new listeners, guests and future CX'ers!Watch  The CXChronicles Podcast On Youtube HereSupport the show (https://cxchronicles.com/)
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