fractional cxo

In this episode, we had the pleasure of chatting with Natalie Stones, Fractional Head of Talent and Founder of Talent Refinery and Talent Collective.

Natalie shares her expertise around how Fractional HR Executives can provide a tremendous impact for organizations while being much more cost-effective than the traditional full-time role.

Whether you're a business owner, an HR professional, or an executive, this episode has something for everyone. Tune in to hear from Natalie and gain valuable knowledge on how to optimize your workforce and achieve exceptional results at a fraction of the cost!

Natalie's episode drops Wednesday, August 16, 2023. Be sure to subscribe to The Fractional Edge Podcast on your favorite platform!

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Hey CX Nation,

In this week's episode of The CXChronicles Podcast #180  we welcomed Tom DeWitt, P.h. D. Director of CXM@MSU and a fixed-term faculty member in the Department of Marketing of the Broad College of Business at Michigan State University.

Tom is dedicated to advancing customer experience management globally by helping formalize and develop a framework for the field for more than a decade. Dr. DeWitt has provided customer experience management solutions to organizations and audiences around the world through consulting, workshops and presentations.

Prior to joining academia, Tom enjoyed a career in the hospitality industry, where he served in senior management roles in the USA and Asia. 

In this episode, Tom and Adrian chat through how he has tackled The Four CX Pillars: Team,  Tools, Process & Feedback throughout his career + shares some of the tips & tricks that have worked for him across his customer focused business leader journey.

**Episode #180 Highlight Reel:**

1. Building North America's first Masters Degree in Customer Experience Management (CXM)
2. How team-based ansychronous learning has changed  the future of employee experience 
3. Being strategic with the tools your team uses to build and scale your customer portfolio
4. How service blueprints can pinpoint which KPIs & metrics your business should focus on
5. Triangulating your VOC and VOE reporting to understand what you need to prioritize  

Huge thanks to Tom for coming on The CXChronicles Podcast and featuring his work and efforts in pushing the employee experience and customer success space into the future.

Click here to learn more about Tom DeWitt, P.h. D.

Click here to learn more about Michigan State's Masters in Customer Experience Management

If you enjoy The CXChronicles Podcast, please stop by your favorite podcast player and leave us a review today. This is the easiest way that we can find new listeners, guests and future business leaders to join our customer focused community!

And be sure to grab a copy of our book "The Four CX Pillars To Grow Your Business Now" available on Amazon +  check out the CXChronicles Youtube channel to see all of our customer focused business leader video content + our past podcast episodes!

Reach out to CXC at INFO@cxchronicles.com for more information about how we can help your business make customer happiness a habit!

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 #173 we welcomed Palak Dalal Bhatia, Founder & CEO at Iris Agent, based in Mountain View, CA. 

With proactive support and AI-powered ticket intelligence, IrisAgent makes it easy for support teams to work collaboratively with product and engineering organizations to prevent escalations, drive informed action, and align on what really matters for your customers.

IrisAgent takes simple, repetitive tickets off your support team’s plate, but they pride themselves on being more than just a chatbot, they provide valuable insights & recommendations to aid your business.

Unlike other players in this space, they take a 360-degree view of customer support operations, leveraging product and user context to gain meaningful insight into the ‘why’ behind tickets associated with bugs, performance issues, and outages to create support workflows and recommend operational improvements to improve your customer experience & success.

In this episode of CXCP, Palak and Adrian chat through how she has tackled The Four CX Pillars: Team,  Tools, Process & Feedback throughout her career + shares some of the tips & tricks that have worked across her customer focused business leader journey.

**Episode #173 Highlight Reel:**

1. Why including your customers in your product management strategy is paramount 
2.  CX becomes the biggest competitive advantage with the  abundance of SaaS tools today
3.  Leading a proactive customer success team focused on remaining several steps ahead
4.   Building an escalation & churn review process that focuses on the root-cause of the issue
5.   Ideas for how you can build social listening & customer sentiment strategies as you scale

Huge thanks to Palak for coming on The CXChronicles Podcast and featuring her team's work and efforts in pushing the customer experience and customer success space into the future.

Click here to learn more about Palak Dalal Bhatia

Click here to learn more about IrisAgent

If you enjoy The CXChronicles Podcast, please stop by your favorite podcast player and leave us a review. This is the easiest way that we can find new listeners, guests and future customer focused business leaders to tune into our weekly podcast. 

And be sure to grab a copy of our book "The Four CX Pillars To Grow Your Business Now" on Amazon +  check out the CXChronicles Youtube channel with all of our video episodes & customer focused business leader content!

Reach out to CXC at INFO@cxchronicles.com for more information about how we can help your business make customer happiness a habit!

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!!

In episode #131 of The CXChronicles Podcast we welcomed Howard Tiersky, CEO at Fromm, The Digital Transformation Agency based in New York, NY.

FROM helps companies transform from where they are now to where they need to be to succeed with today’s digital-first customers.

Howard's team develops new digital products for shopping, banking, travel and entertainment. The team at Fromm optimizes existing platforms, to make them more engaging and more profitable.

The Fromm team is comprised of an amazing team of inspiring leaders, strategists, designers and technologists and work with some of the world’s leading brands to improve the customer experience – online, in store, and everywhere they need to be in today's world.

Episode #131 Highlight Reel:

1. How early life experiences in theatre led Howard to building a company focused on customer & digital experience optimization
2. How to define what your version of business success looks like within your company
3. Learning early on in the process what customers really care about while building your business
4. How to invest in the right tools while growing & scaling your business
5. Why companies that achieve scale tend to have ample time & investments in process curation & optimization based on customer & employee feedback!

Huge thanks to Howard for coming on the CXCP and featuring his team's work and efforts in pushing the customer experience & digital transformation space into the future.

Click here to learn more about Howard Tiersky

Click here to learn more about Fromm, The Digital Transformation Agency

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!

Watch  The CXChronicles Podcast On Youtube Here

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!!

In episode #128 of The CXChronicles Podcast we welcomed Brittany Hodak, Chief Experience Officer at Experience.com (formerly SocialSurvey) based in San Ramon, CA.

Experience.com has built one of the world’s most impactful Experience Management Platform (XMP) solutions with features to drive operational and behavioral change, in real-time, during the moments that matter.

XMP delivers impactful business outcomes including increased customer satisfaction, brand loyalty, online reputation and visibility, as well as improved employee engagement, and compliance - making every customer & employee touch point matter!

Episode #128 Highlight Reel:

1.) Becoming a CX executive & building an eye & focus for "creating amazing experiences"
2.) Building & growing the team at Experience.com
3.) Understanding how to pin-point your "bulls-eye" customer or ICP
4.) Why investing in CX & EX optimization can help propel your business forward 
5.) Leveraging the SUPER Methodology to create Super Fan customers

S= Start with your story
U= Understand your customer 
P= Personalize & connect
E= Exceed expectations
R= Repeat

Huge thanks to Brittany for coming on the CXCP and featuring her team's work and efforts in pushing the customer experience optimization & management space into the future.

Click here to learn more about Brittany Hodak

Click here to learn more about Experience.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!

Watch  The CXChronicles Podcast On Youtube Here

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!!