CXChronicles Podcast Episode 42 -- CXWeekly Update How to Build a Voice of Customer Program

Hey CX Nation,

In this week's episode of The CXChronicles Podcast #221 we  welcomed Shawn Nason, the Founder and Chief Experience Officer at MOFI based in the Cincinnati, OH area. 

As a former Disney Imagineer, Chief Innovation Officer, and founder of the Disruptor League, Shawn has a proven track record of leading and executing innovative projects that generate significant revenue, customer loyalty, and social impact. 

He is also an author, speaker, podcast host, and neuro-diversity advocate who shares his insights and stories on how to embrace change, challenge assumptions, and kiss your dragons. He also holds a black belt in innovation engineering and certifications in design thinking and human-centered design.

In this episode, Shawn and Adrian chat through how he has tackled The Four CX Pillars: Team,  Tools, Process & Feedback and shares tips & best practices that have worked across his own customer focused business leader journey.

**Episode #221 Highlight Reel:**

1. Experiences learned as a Walt Disney imagineer 
2. Focusing on human experiences above all else as you scale
3. Don't prioritize your technology & KPIs -- focus on your customers 
4. Meet customers where they are & get to know them intimately
5. To get the numbers you need, focus on the human experience
 
Huge thanks to Shawn for coming on The CXChronicles Podcast and featuring his work and efforts in pushing the customer experience & customer success space into the future.

Click here to learn more about Shawn Nason

Click here to checkout MOFI

If you enjoy The CXChronicles Podcast, stop by your favorite podcast player and leave us a review today.

You know what would be even better?

Go tell one of your friends or teammates about CXC's content,  our strategic partners (Hubspot, Intercom, Zendesk, Forethought AI, Freshworks & Ascendr) + they can learn more about our CX/CS/RevOps services & please invite them to join the CX Nation!

Are you looking to learn more about the world of Customer Experience, Customer Success & Revenue Operations?

Click here to grab a copy of my book "The Four CX Pillars To Grow Your Business Now" available on Amazon or the CXC website.

For you non-readers, go check out the CXChronicles Youtube channel to see our customer & employee focused video content & short-reel CTAs to improve your CX/CS/RevOps performance today (politely go smash that subscribe button).

Contact us anytime to learn more about CXC at INFO@cxchronicles.com and ask us about how we can help your business & team make customer happiness a habit now!

Contact CXChronicles Today

• Tweet us @cxchronicles
• Check out our Instagram @cxchronicles
• Click here to checkout the CXC website
• Email us at info@cxchronicles.com

Remember To Make Happiness A Habit!!

Hey CX Nation,

In this week's episode of The CXChronicles Podcast #220 we  welcomed Simon Kriss, Leading Voice On AI In CX, Author, Futurist, Board & C-Suite AI Mentor based in Melbourne, Australia. 

Simon is a customer experience futurologist and thought leader who works with Company Boards and C-Suite Executives on innovation in their customer experience.

He's also the author of the book The AI Empowered Customer Experience & the host of The CXII Podcast, please see the links below. 

In this episode, Simon and Adrian chat through how he has tackled The Four CX Pillars: Team,  Tools, Process & Feedback and shares tips & best practices that have worked across his own customer focused business leader journey.

**Episode #220 Highlight Reel:**

1. Lessons and learnings from being in the CX & contact center space for 35+ years
2. Leveraging AI to transform your customer support & success teams into superheros
3. How the largest contact centers in the world leverage technology, AI & SaaS tools
4. Improving your tech-stack adoption & utilization as you scale your business 
5. Training AI to help you master the design, facilitation & delivery of your CX/EX
 
Huge thanks to Simon for coming on The CXChronicles Podcast and featuring his work and efforts in pushing the customer experience & customer success space into the future.

Click here to learn more about Simon Kriss

Click here to learn more about Simon's Book

Click here to checkout The CXII Podcast

If you enjoy The CXChronicles Podcast, stop by your favorite podcast player and leave us a review today.

You know what would be even better?

Go tell one of your friends or teammates about CXC's content,  our strategic partners (Hubspot, Intercom, Zendesk, Forethought AI, Freshworks & Ascendr) + they can learn more about our CX/CS/RevOps services & please invite them to join the CX Nation!

Are you looking to learn more about the world of Customer Experience, Customer Success & Revenue Operations?

Click here to grab a copy of my book "The Four CX Pillars To Grow Your Business Now" available on Amazon or the CXC website.

For you non-readers, go check out the CXChronicles Youtube channel to see our customer & employee focused video content & short-reel CTAs to improve your CX/CS/RevOps performance today (politely go smash that subscribe button).

Contact us anytime to learn more about CXC at INFO@cxchronicles.com and ask us about how we can help your business & team make customer happiness a habit now!

Contact CXChronicles Today

• Tweet us @cxchronicles
• Check out our Instagram @cxchronicles
• Click here to checkout the CXC website
• Email us at info@cxchronicles.com

Remember To Make Happiness A Habit!!

Hey CX Nation,

In this week's episode of The CXChronicles Podcast #219 we  welcomed Bill Waid, Chief Product & Technology Officer at FICO.

FICO is an analytics company helping businesses make better decisions that drive higher levels of growth and success.

FICO provides analytics software and tools used across multiple industries to manage risk, fight fraud, build more profitable customer relationships, optimize operations and meet strict government regulations. 

Many of their products reach industry-wide adoption. FICO solutions leverage open-source standards and cloud computing to maximize flexibility, speed deployment and reduce costs. The company also helps millions of people manage their personal credit health.

In this episode, Bill and Adrian chat through how he has tackled The Four CX Pillars: Team,  Tools, Process & Feedback and shares tips & best practices that have worked across his own customer focused business leader journey.

**Episode #219 Highlight Reel:**

1. How FICO has been building on decades of AI & ML learnings & findings to scale
2. Leveraging customer touch points & use cases to understand customer journeys
3. Don't swallow the ocean while building your business, start with basic measurements
4. Using your customer data in concert with your product & service development
5. Revisit the main customer measurements in your business on a regular basis 
 
Huge thanks to Bill for coming on The CXChronicles Podcast and featuring his work and efforts in pushing the customer experience & customer success space into the future.

Click here to learn more about Bill Waid

Click here to learn more about FICO

If you enjoy The CXChronicles Podcast, stop by your favorite podcast player and leave us a review today.

You know what would be even better?

Go tell one of your friends or teammates about CXC's content, CX/CS/RevOps services, our customer & employee focused community & invite them to join the CX Nation!

Are you looking to learn more about the world of Customer Experience, Customer Success & Revenue Operations?

Click here to grab a copy of my book "The Four CX Pillars To Grow Your Business Now" available on Amazon or the CXC website.

For you non-readers, go check out the CXChronicles Youtube channel to see our customer & employee focused video content & short-reel CTAs to improve your CX/CS/RevOps performance today (politely go smash that subscribe button).

Contact us anytime to learn more about CXC at INFO@cxchronicles.com and ask us about how we can help your business & team make customer happiness a habit now!

Contact CXChronicles Today

• Tweet us @cxchronicles
• Check out our Instagram @cxchronicles
• Click here to checkout the CXC website
• Email us at info@cxchronicles.com

Remember To Make Happiness A Habit!!

Hey CX Nation,

In this week's episode of The CXChronicles Podcast #218 we  welcomed Dennis Armbruster, Executive Vice President at The Verde Group. 

The Verde Group is a customer experience consultancy, creating value by employing a proprietary research  methodology that is based on a fundamental principle of human behavior: Individuals are far more likely to take action in response to negative events than positive ones.

Verde clients use @Risk analysis to understand why their customers behave in a certain way and what actions to take to alter those behaviors.

In this episode, Dennis and Adrian chat through how he has tackled The Four CX Pillars: Team,  Tools, Process & Feedback and shares tips & best practices that have worked across his own customer focused business leader journey.

**Episode #218 Highlight Reel:**

1. Understanding how to leverage market research to boost customer loyalty 
2. Identifying the core friction points in your customer experiences
3. Involving your customer facing team in the interpretation of your customer data
4. Attaching potential ROI projections on all of your CX/CS focused CTAs
5. Educating your team in the financial metrics that help fuel growth & revenues
 
Huge thanks to Dennis for coming on The CXChronicles Podcast and featuring his work and efforts in pushing the customer experience & customer success space into the future.

Click here to learn more about Dennis Armbruster

Click here to learn more about The Verde Group

If you enjoy The CXChronicles Podcast, stop by your favorite podcast player and leave us a review today.

You know what would be even better?

Go tell one of your friends or teammates about CXC's content, CX/CS/RevOps services, our customer & employee focused community & invite them to join the CX Nation!

Are you looking to learn more about the world of Customer Experience, Customer Success & Revenue Operations?

Click here to grab a copy of my book "The Four CX Pillars To Grow Your Business Now" available on Amazon or the CXC website.

For you non-readers, go check out the CXChronicles Youtube channel to see our customer & employee focused video content & short-reel CTAs to improve your CX/CS/RevOps performance today (politely go smash that subscribe button).

Contact us anytime to learn more about CXC at INFO@cxchronicles.com and ask us about how we can help your business & team make customer happiness a habit now!

Contact CXChronicles Today

• Tweet us @cxchronicles
• Check out our Instagram @cxchronicles
• Click here to checkout the CXC website
• Email us at info@cxchronicles.com

Remember To Make Happiness A Habit!!

Hey CX Nation,

Here's the first CXWeekly Update from CXC for 2024!

This week's episode I walk through some ideas, goals & CTAs to jump into the new year with your customers & employees.

Don't worry we have a ton of amazing guest interviews coming down the pipeline over the next couple of weeks.

Part of our goal for the new year at CXC is to create more customer focused business leader content, including more short episodes like these ones that are digestible, actionable & most importantly entertaining & valuable for all of you.

If you enjoy The CXChronicles Podcast, stop by your favorite podcast player and leave us a review today.

You know what would be even better?

Go tell one of your friends or teammates about CXC's content, CX/CS/RevOps services, our customer & employee focused community & invite them to join the CX Nation!

Are you looking to learn more about the world of Customer Experience, Customer Success & Revenue Operations?

Click here to grab a copy of my book "The Four CX Pillars To Grow Your Business Now" available on Amazon or the CXC website.

For you non-readers, go check out the CXChronicles Youtube channel to see our customer & employee focused video content & short-reel CTAs to improve your CX/CS/RevOps performance today (politely go smash that subscribe button).

Contact us anytime to learn more about CXC at INFO@cxchronicles.com and ask us about how we can help your business & team make customer happiness a habit now!

Contact CXChronicles Today

• Tweet us @cxchronicles
• Check out our Instagram @cxchronicles
• Click here to checkout the CXC website
• Email us at info@cxchronicles.com

Remember To Make Happiness A Habit!!

Hey CX Nation,

This week we did something different to end the year & jump into 2024.

This week's episode I walk through some ideas, goals & CTAs to jump into the new year with your customers & employees.

I hope that all of you had an awesome year and holiday season & we're beyond excited to bring you more customer focused business content in the new year.

If you enjoy The CXChronicles Podcast, stop by your favorite podcast player and leave us a review today.

You know what would be even better?

Go tell one of your friends or teammates about CXC's content, CX/CS/RevOps services, our customer & employee focused community & invite them to join the CX Nation!

Are you looking to learn more about the world of Customer Experience, Customer Success & Revenue Operations?

Click here to grab a copy of my book "The Four CX Pillars To Grow Your Business Now" available on Amazon or the CXC website.

For you non-readers, go check out the CXChronicles Youtube channel to see our customer & employee focused video content & short-reel CTAs to improve your CX/CS/RevOps performance today (politely go smash that subscribe button).

Contact us anytime to learn more about CXC at INFO@cxchronicles.com and ask us about how we can help your business & team make customer happiness a habit now!

Contact CXChronicles Today

• Tweet us @cxchronicles
• Check out our Instagram @cxchronicles
• Click here to checkout the CXC website
• Email us at info@cxchronicles.com

Remember To Make Happiness A Habit!!

Hey CX Nation,

In this week's episode of The CXChronicles Podcast #215 we  welcomed Steve Portigal, Principal at Portigal Consulting based in Montara, CA. 

Steve works with organizations in two key ways: i) he uncovers key insights about users and customers to help drive decisions about product, service, technology, and strategy and ii) he works with leaders to build a more mature user research practice. 

In this episode, Steve and Adrian chat through how he has tackled The Four CX Pillars: Team,  Tools, Process & Feedback and shares tips & best practices that have worked across his own customer focused business leader journey.

**Episode #215 Highlight Reel:**

1. Understanding the core of a user's experience and how its originally designed
2. Investing in user research operations to help scale your business
3. Prioritizing what you need to learn about your users & how you can take action
4. Mapping the iceberg of your customer and user experience 
5. Getting your team to prioritize the key CTAs that will drive innovation & growth
 
Huge thanks to Steve for coming on The CXChronicles Podcast and featuring his work and efforts in pushing the customer experience & customer success space into the future.

Click here to learn more about Steve Portigal

Click here to learn more about Steve's new book

If you enjoy The CXChronicles Podcast, stop by your favorite podcast player and leave us a review today.

You know what would be even better?

Go tell one of your friends or teammates about CXC's content, CX/CS/RevOps services, our customer & employee focused community & invite them to join the CX Nation!

Are you looking to learn more about the world of Customer Experience, Customer Success & Revenue Operations?

Click here to grab a copy of my book "The Four CX Pillars To Grow Your Business Now" available on Amazon or the CXC website.

For you non-readers, go check out the CXChronicles Youtube channel to see our customer & employee focused video content & short-reel CTAs to improve your CX/CS/RevOps performance today (politely go smash that subscribe button).

Contact us anytime to learn more about CXC at INFO@cxchronicles.com and ask us about how we can help your business & team make customer happiness a habit now!

Huge thanks to our newest CXCP sponsor Glance. Visit their website today at https://www.glance.cx/cxchronicles

Support the show

Contact CXChronicles Today

• Tweet us @cxchronicles
• Check out our Instagram @cxchronicles
• Click here to checkout the CXC website
• Email us at info@cxchronicles.com

Remember To Make Happiness A Habit!!

Hey CX Nation,

In this week's episode of The CXChronicles Podcast #214 we  welcomed Uku Tomikas, CEO at Messente Communication based in Tallinn, Estonia. 

Messente is a profitable Estonian startup offering an SMS API platform and two-factor authentication solution to businesses worldwide. 

Through secure, global messaging and two-factor authentication, Messente connects businesses to people across the globe. 

Spanning over 190 countries, SMS messages and notifications are delivered via hundreds of mobile carriers and partners directly to people - the customers. 

Messente's clients come from a wide range of industries and include FinTechs, banks, package delivery/logistics companies, hotels, retail chains and consumer brands.

In this episode, Uku and Adrian chat through how he has tackled The Four CX Pillars: Team,  Tools, Process & Feedback and shares tips & best practices that have worked across his own customer focused business leader journey.

**Episode #214 Highlight Reel:**

1. Started as SDR 8 years ago & climbed the ladder ALL THE WAY UP to CEO 
2. Day-Trading telecommunication mediums by understanding its supply & demand
3. Expanding product & service offerings by identifying new customer challenges
4. Lessons learned about SOPS from being a former Artillery Platoon Commander
5. Improving your performance through candid, regular feedback & why its a gift
 
Huge thanks to Uku for coming on The CXChronicles Podcast and featuring his work and efforts in pushing the customer experience & customer success space into the future.

Click here to learn more about Uku Tomikas

Click here to learn more about Messente Communications

If you enjoy The CXChronicles Podcast, stop by your favorite podcast player and leave us a review today.

You know what would be even better?

Go tell one of your friends or teammates about CXC's content, CX/CS/RevOps services, our customer & employee focused community & invite them to join the CX Nation!

Are you looking to learn more about the world of Customer Experience, Customer Success & Revenue Operations?

Click here to grab a copy of my book "The Four CX Pillars To Grow Your Business Now" available on Amazon or the CXC website.

For you non-readers, go check out the CXChronicles Youtube channel to see our customer & employee focused video content & short-reel CTAs to improve your CX/CS/RevOps performance today (politely go smash that subscribe button).

Contact us anytime to learn more about CXC at INFO@cxchronicles.com and ask us about how we can help your business & team make customer happiness a habit now!

Huge thanks to our newest CXCP sponsor Glance. Visit their website today at https://www.glance.cx/cxchronicles

Contact CXChronicles Today

• Tweet us @cxchronicles
• Check out our Instagram @cxchronicles
• Click here to checkout the CXC website
• Email us at info@cxchronicles.com

Remember To Make Happiness A Habit!!

Hey CX Nation,

In this week's episode of The CXChronicles Podcast #213 we  welcomed Rick Elmore, Founder & CEO at Simply Noted based in Phoenix, AZ. 

Simply Noted is an API-first platform that streamlines the creation and distribution of genuine Handwritten Notes.

They are completely customer-funded and work with 100s of the top startups and Fortune 5000 companies to help them integrate, automate and scale their handwritten outreach.

In this episode, Rick and Adrian chat through how he has tackled The Four CX Pillars: Team,  Tools, Process & Feedback and shares tips & best practices that have worked across his own customer focused business leader journey.

**Episode #213 Highlight Reel:**

1. Started career as an NFL football player drafted by the Green Bay Packers
2. Why entrepreneurs must be natural problem solvers & life long learners
3. Investing in personalized mediums to drive customer happiness & retention
4. Keep constant track of the problems in your business, prioritize them & take action
5. Build living systems & processes to keep your business moving forward
 
Huge thanks to Rick for coming on The CXChronicles Podcast and featuring his work and efforts in pushing the customer experience & customer success space into the future.

Click here to learn more about Rick Elmore

Click here to learn more about SimplyNoted

If you enjoy The CXChronicles Podcast, stop by your favorite podcast player and leave us a review today.

You know what would be even better?

Go tell one of your friends or teammates about CXC's content, CX/CS/RevOps services, our customer & employee focused community & invite them to join the CX Nation!

Are you looking to learn more about the world of Customer Experience, Customer Success & Revenue Operations?

Click here to grab a copy of my book "The Four CX Pillars To Grow Your Business Now" available on Amazon or the CXC website.

For you non-readers, go check out the CXChronicles Youtube channel to see our customer & employee focused video content & short-reel CTAs to improve your CX/CS/RevOps performance today (politely go smash that subscribe button).

Contact us anytime to learn more about CXC at INFO@cxchronicles.com and ask us about how we can help your business & team make customer happiness a habit now!

Huge thanks to our newest CXCP sponsor Glance. Visit their website today at https://www.glance.cx/cxchronicles

Contact CXChronicles Today

• Tweet us @cxchronicles
• Check out our Instagram @cxchronicles
• Click here to checkout the CXC website
• Email us at info@cxchronicles.com

Remember To Make Happiness A Habit!!

Hey CX Nation,

In this week's episode of The CXChronicles Podcast #212 we  welcomed Tom Martin, CEO at Glance based in Wakefield, MA. 

Glance makes it easy to provide personal, human-to-human customer experience in digital environments.

Glance's in-the-moment web and mobile cobrowse, screen share, and video solutions increase customer satisfaction, ensure brand loyalty, and drive revenue. 

The world’s largest enterprises trust Glance to empower their customer-facing teams and deliver frictionless, at-the-exact-right-moment customer consultation. 

With integrations with Salesforce, Twilio, Genesys, ServiceNow, and more, Glance fits seamlessly into even the most sophisticated CRM-CX tech stack.

Discover the power of Glance guided CX at https://www.glance.cx/cxchronicles

In this episode, Tom and Adrian chat through how he has tackled The Four CX Pillars: Team,  Tools, Process & Feedback and shares tips & best practices that have worked across his own customer focused business leader journey.

**Episode #212 Highlight Reel:**

1. Bringing human & digital worlds together to create world class customer experiences
2. Prioritizing customer conversations & identifying solutions to find new customers
3. Creating an omni-channel tech-stack to meet your customers where they already are
4. Building a cohesive, understandable and repeatable story to engage your customers
5. Leveraging feedback to drive growth & continuous improvement out of the gates
 
Huge thanks to Tom for coming on The CXChronicles Podcast and featuring his work and efforts in pushing the customer experience & customer success space into the future.

Click here to learn more about Tom Martin

Click here to learn more about Glance

If you enjoy The CXChronicles Podcast, stop by your favorite podcast player and leave us a review today.

You know what would be even better?

Go tell one of your friends or teammates about CXC's content, CX/CS/RevOps services, our customer & employee focused community & invite them to join the CX Nation!

Are you looking to learn more about the world of Customer Experience, Customer Success & Revenue Operations?

Click here to grab a copy of my book "The Four CX Pillars To Grow Your Business Now" available on Amazon or the CXC website.

For you non-readers, go check out the CXChronicles Youtube channel to see our customer & employee focused video content & short-reel CTAs to improve your CX/CS/RevOps performance today (politely go smash that subscribe button).

Contact us anytime to learn more about CXC at INFO@cxchronicles.com and ask us about how we can help your business & team make customer happiness a habit now!

Huge thanks to our newest CXCP sponsor Glance. Visit their website today at https://www.glance.cx/cxchronicles

Contact CXChronicles Today

• Tweet us @cxchronicles
• Check out our Instagram @cxchronicles
• Click here to checkout the CXC website
• Email us at info@cxchronicles.com

Remember To Make Happiness A Habit!!