CXChronicles Podcast

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!!

Hey CX Nation,

In this week's episode of The CXChronicles Podcast #211 we  welcomed Nicole Pereira, Founder & Hubspot Diamond Partner at Remotish based in San Diego, CA. 

At Remotish Nicole and her team are passionate about the fundamentals. This is why they focus on building foundational HubSpot RevOps strategies vs chasing "the next big thing".

Their team is widely regarded as HubSpot experts. They are featured in several HubSpot certification videos, teach in HubSpot Bootcamp programs, present at HubSpot industry events, and participate in HubSpot product testing groups.

They are also a women-owned business with a soft touch and knack for evolving their clients from best practices to better practices.

Nicole is also the Founder & Co-Owner at CULTURISH, her team works with amazing modern companies helping them test new methods of enhancing remote work. 

She's also a Hubspot Partner Advisory Board Member - North America and an Angel Investor at NuFund Venture Group. 

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

**Episode #211 Highlight Reel:**

1. Starting her entrepreneurial journey with a "mommy blog" & building multiple successful agencies in the MarTech space
2. Practicing agile management by pitching & pivoting towards what customers want 
3. Enabling companies to operate efficiently in the remote/hybrid work place
4. Scaling by investing in tools that your company will actually be able to administer
5. Putting 80% of your focus into the people on your team and 20% into your tools
 
Huge thanks to Nicole for coming on The CXChronicles Podcast and featuring her work and efforts in pushing the customer experience & customer success space into the future.

Click here to learn more about Nicole Pereira

Click here to learn more about Remotish

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 Timetoreply. Visit their website today at www.timetoreply.com/cxc. 

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 #210 we  welcomed Terence Chesire, VP of Product Management, Customer & Industry Workflows. 

ServiceNow (NYSE: NOW) makes the world work better for everyone. Their cloud-based platform and solutions help digitize and unify organizations so that they can find smarter, faster, better ways to make work flow. 

So employees and customers can be more connected, more innovative, and more agile. And can help to create the future we all imagine. The world works with ServiceNow.

In this episode, Terence 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 #210 Highlight Reel:**

1. Helping to build & leverage the power of the ServiceNow platform
2. Building automated workflows to maximize your CX performance
3. Why field & order management is an extension of your customer experience
4. How you can "follow your customer home" & understand them intimately 
5. Leveraging knowledge management to aide scale & customer success performance
 
Huge thanks to Terence 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 Terence Chesire

Click here to learn more about ServiceNow

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 Timetoreply. Visit their website today at www.timetoreply.com/cxc. 

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 #209 we  welcomed Jason Barro, Partner at Bain & Co & Founder at NPS Prism. 

Bain & Company is a global consultancy that helps the world’s most ambitious change makers define the future.

Built by Bain, NPS Prism is a customer experience (CX) benchmarking platform that shows where you and your competitors are winning and why. Get clear answers to end debates and improve the customer journeys that matter most.

NPS Prism has been adopted across 15+ countries and 10+ industries, including Airlines, Automotive, Banking, Grocery, Insurance, Pharmacy, Telecom, Utilities,  Video Streaming and more. 

In this episode, Jason 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 #209 Highlight Reel:**

1. When your customers love your business, you will grow faster!
2. Understanding industry benchmarks within your space & curating promoters
3. Have the same rigor in your customer metrics as you do with your financial metrics
4. Investing in social listening and engagement across all mediums & channels
5. Process dictates who needs to be involved and in which order as your business scales
 
Huge thanks to Jason 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 Jason Barro

Click here to learn more about NPS Prism

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 Timetoreply. Visit their website today at www.timetoreply.com/cxc. 

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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 #208 we  welcomed Lloyed Lobo,  Author, From Grassroots To Greatness, Co-Founder at Boast.AI & Traction. 

Lloyed Cofounded and helped bootstrap Boast.AI to 8 figures ARR. Boast is a fintech platform that provides businesses with R&D and Innovation funding.
 
He also Cofounded and helped bootstrap Traction to more than 100,000 entrepreneurs and innovators. Traction is a global community that brings leaders behind the fastest-growing companies such as Shopify, Atlassian, Twilio, MailChimp, Github, Intercom, Calendly, Zapier, and more to share learnings on how to build and scale companies via podcasts, meetups, retreats, and conferences.

In this episode, Lloyed 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 #208 Highlight Reel:**

1. Being a refugee of the gulf war and understanding the necessity of community
2. Compound interest on consistent actions & performance yields huge gains over time
3. Every company in the world begins as a human to human experience 
4. Why luck and risk are two sides of the same coin, you have to keep flipping the coin
5. Spend time understanding the puzzle pieces in your customer journey to find success
 
Huge thanks to Lloyed 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 Lloyed Lobo

Click here to learn more about Lloyed's new book From Grassroots To Greatness

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 Timetoreply. Visit their website today at www.timetoreply.com/cxc. 

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 #207 we  welcomed Howard Moodycliffe, CEO at Timetoreply based in Capetown, South Africa. 

Timetoreply software empowers your team members to perform their best, all of the time by showing them their live email stats and automatically prioritizing the emails and leads they need to attend to next. 

Team managers get real-time dashboards to track metrics & reply times, email volume, resolution times and follow-up cadences across shared and individual mailboxes. 

In this episode, Howard 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 #207 Highlight Reel:**

1. Understanding & learning from your earliest customers about how to deliver value 
2. Finding signals, clues & customer opportunities in your inbox 
3. Keeping your tech-stack simple to help drive growth + ease scale
4. Understanding your customer journey & creating clear lines of ownership
5. Prioritizing your team's ability to act upon customer feedback regularly
 
Huge thanks to Howard 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 Howard Moodycliffe

Click here to learn more about Timetoreply

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 Timetoreply. Visit their website today at www.timetoreply.com/cxc. 

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 #206 we  welcomed Marius Laza, Chief Customer Officer at Tidio based in San Francisco, CA.

Tidio is a global leader in customer service software. Tidio’s user-friendly platform enables 300,000+ businesses worldwide to deliver smarter, faster support to their customers.

With a full suite of customer service solutions, Tidio offers live chat, chatbots, ticketing, and AI-powered virtual support agents to help you solve customer problems and improve your conversion rates. Tidio’s software operates across all major content management systems, e-commerce platforms, and social media channels.

In this episode, Marius 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 #206 Highlight Reel:**

1. Customer experience & customer success done well is modern selling!
2. People will always do business with other people that they enjoy working with
3. Leveraging chat-bots and AI to better serve your customers 
4. Always be learning about your customers, connect the dots across the journey
5. Predict & prevent issues your customers might encounter, promote the wins!
 
Huge thanks to Marius 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 Marius Laza

Click here to learn more about Tidio

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 again to our episode sponsor Tidio. Maximize your support capacity without additional hiring costs! Try Tidio today! Visit tidio.com/cxc and start using Tidio with an exclusive 20% discount or start with a free plan and upgrade later.

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 #205 we  welcomed Declan Ivory, VP of Customer Support at Intercom based in San Francisco, CA.

Declan is an experienced customer focused business leader with a passion for building and developing high-performing teams and applying digital technologies to support organizations through major business transformation.

Today Declan leads the customer support function at Intercom and works with their leadership team to keep a pulse on the voice of customer (VOC) and help optimize and scale their team & solutions into the future.

In this episode, Declan 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 #205 Highlight Reel:**

1. Learning what your customers expect from world class customer support at companies like Google, Amazon, Tableau & Intercom.
2. Leveraging customer success & support to drive your product roadmap & CTAs 
3. Practice what you preach and use your own products/services regularly
4. Leveraging AI/ML to create quick & actionable insights
5. Why its paramount to do regular QA/QC on your customer journeys
 
Huge thanks to Melissa for coming on The CXChronicles Podcast and featuring her work and efforts in pushing the customer experience & customer success space into the future.

Click here to learn more about Declan Ivory

Click here to learn more about Intercom

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 again to our episode sponsor Tidio. Maximize your support capacity without additional hiring costs! Try Tidio today! Visit tidio.com/cxc and start using Tidio with an exclusive 20% discount or start with a free plan and upgrade later.

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 #204 we  welcomed Melissa Kwan, Co-Founder and CEO at eWebinar based in Vancouver, British Columbia. 

Melissa is a 3rd time bootstrapped founder. Her previous company, Spacio (real estate tech) was acquired in 2019.

eWebinar was the product she always dreamt about because she was drowning in customer webinars every day for 5 years.

The eWebinar team is now on a mission to give people their time back so they can do something else more fun, because that's what life is about.

We don't need to work harder, we need to work more creatively

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

**Episode #204 Highlight Reel:**

1. Lessons learned about serving customers from a 3X  bootstrapper founder
2. Helping customers build automated, asynchronous webinars to fuel growth
3. Measuring the key activities and performance areas that drive scale
4. Leveraging content with tips and best practices to drive your marketing efforts
5. Using customer & employee feedback to create outlines for your living playbooks
 
Huge thanks to Melissa for coming on The CXChronicles Podcast and featuring her work and efforts in pushing the customer experience & customer success space into the future.

Click here to learn more about Melissa Kwan

Click here to learn more about eWebinar

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 again to our episode sponsor Tidio. Maximize your support capacity without additional hiring costs! Try Tidio today! Visit tidio.com/cxc and start using Tidio with an exclusive 20% discount or start with a free plan and upgrade later.

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 #203 we  welcomed Steve Cornwell, Senior Vice President of Strategy, Customer Education at Gainsight and Founder of Northpass based in the New York City metropolitan area.

Northpass, now part of Gainsight, is the market-leading digital customer education and training platform.

Northpass empowers businesses to elevate their customer experience and optimize operational efficiency through digital learning.

Iconic brands, including Walmart and Johnson & Johnson, and hundreds of growth businesses, like Pipedrive and Freshworks, choose Northpass to power their digital customer academies.

Their award-winning platform and expert services give companies a surefire path to transform outdated customer training methods into modern digital education and training programs that match how customers want to learn today and improve training efficiency, effectiveness, and reach.
 
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 #203 Highlight Reel:**

1. Huge news about Northpass joining the Gainsight team!
2. Building the leading platform for customer training and education
3. Focus on the utilization of a few core systems to build your customer records
4. Helping your team leaders become the authors of your living playbooks 
5. How you can involve your customers & users in the journey as early as possible
 
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 Cornwell

Click here to learn more about Northpass by Gainsight

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 again to our episode sponsors Northpass and Tidio. Maximize your support capacity without additional hiring costs! Try Tidio today! Visit tidio.com/cxc and start using Tidio with an exclusive 20% discount or start with a free plan and upgrade later.

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 #202 we  welcomed Cytandra G. Hoover, MBA based in the Greater Chicago Area.

Cytandra is a 🌐 Dynamic global strategic operations leader, having built and led in-person and remote teams across >30 countries.
 
She's also a🏅 Passionate believer that strategically streamlined operations deliver hidden profits and optimized expenses allowing for the greatest stakeholder value.

Cytandra has 🏩 Experience working for 10 years in the not-for-profit sector & 9 years in the private sector with entities of all sizes and flavors, including public, private and international organizations spanning Fortune 100s to small NGOs in sectors covering consulting, insurance, financial services, education, catastrophe/disaster response, human migration and many others.
 
In this episode, Cytandra and Adrian chat through how she has tackled The Four CX Pillars: Team,  Tools, Process & Feedback and shares tips & best practices that have worked across her own customer focused business leader journey.

**Episode #202 Highlight Reel:**

1. What its been like working and living in 30+ countries across the world
2. What you need to know about organizational changes for your future
3. Mapping and documenting your current state before making changes
4. Driving future value adds & optimization through constant collaboration
5. Why collecting feedback is useless without being ready to take action
 
Huge thanks to Cytandra for coming on The CXChronicles Podcast and featuring her work and efforts in pushing the customer experience & customer success space into the future.

Click here to learn more about Cytandra G. Hoover, MBA

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 episode sponsor Tidio. Maximize your support capacity without additional hiring costs! Try Tidio today! Visit tidio.com/cxc and start using Tidio with an exclusive 20% discount or start with a free plan and upgrade later.

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!!