Cx Chronicles Podcast

Hey CX Nation,In this week's episode of The CXChronicles Podcast #236 we were live at Customer Contact Week in the Caesar's Forum Entertainment Center in Las Vegas last month with Kacey Felila Tolua, Strategic Thought Leader & Technology Innovation Champion based in Salt Lake City, UT. Kacey has 30+ years of contact center leadership insights and experience overseeing several large scale strategic implementations with integration of digital/voice self-service automation, operational excellence, continuous process improvement, and most recently Global Infrastructure and Center of Excellence technology solutions with her customer facing team across the globe.In this episode, Kacey and Adrian chat through the Four CX Pillars: Team, Tools, Process & Feedback. Plus share some of the ideas that her team think through on a daily basis to build world class customer experiences.**Episode #236 Highlight Reel:**1. How a life-changing injury led to her career in customer experience 2. Leveraging your in

Hey CX Nation,In this week's episode of The CXChronicles Podcast #235 we were live at Customer Contact Week in the Caesar's Forum Entertainment Center in Las Vegas for Customer Contact Week with Stephanie Crase Moritz, Chief Customer Innovation Officer at the American Dental Association based in Chicago, IL. The not-for-profit American Dental Association (ADA) is America's leading advocate for oral health. A community of doers, thinkers, dreamers, and believers building a new day for dentistry. The ADA advocates for over 159,000 members – promoting the art and science of dentistry by supporting dental professionals through advocacy, cutting-edge scientific research and guidance, dental insurance resources and more.In this episode, Stephanie and Adrian chat through the Four CX Pillars: Team, Tools, Process & Feedback. Plus share some of the ideas that Stephanie and her team at the ADA think through on a daily basis to build world class customer experiences.**Episode #235 Highlight Reel:**1.

Hey CX Nation,In this week's episode of The CXChronicles Podcast #234 we were live at Customer Contact Week in the Caesar's Forum Entertainment Center in Las Vegas for Customer Contact Week with John Spottiswood, Chief Operating Officer at Jerry based in Palo Alto, CA. Jerry makes owning a car easier by putting car owners first. By perfectly combining AI with human agents, our AllCar™ app provides more customers quality service, faster. Jerry customers can do everything in the app, without making a single phone call (unless they want to!). With 5 million customers nationwide, Jerry is the #1 rated and most downloaded app in its category.John is a Consumer and SAAS internet executive with 20 years of experience including president, COO, business & corporate development, product management, product development, professional services, customer success, and strategy. In this episode, John and Adrian chat through the Four CX Pillars: Team, Tools, Process & Feedback. Plus share some of the ideas t

Hey CX Nation,In this week's episode of The CXChronicles Podcast #233 we were live at Customer Contact Week in the Caesar's Forum Entertainment Center in Las Vegas earlier this month with Sharath Keshava Narayana based in Palo Alto, CA. Sharath is the Co-Founder at Sanas.AI and Observe.AI. He's also a General Partner at Carya Venture Partners.Sanas' technology is designed to revolutionize communication by giving multilingual speakers a choice when it comes to how they communicate. It's a step towards empowering individuals, advancing equality, and deepening empathy with your customer facing agents & your customers.In this episode, Sharath and Adrian chat through the Four CX Pillars: Team, Tools, Process & Feedback. Plus share some of the ideas that Sharath and his team at Sanas.ai think through on a daily basis to build world class customer experiences. **Episode #233 Highlight Reel:**1. Building technology to improve the lives of 16+ million call center agents globally 2. Foc

Hey CX Nation,In this week's episode of The CXChronicles Podcast #232 we are live at Customer Contact Week in the Caesar's Forum Entertainment Center in Las Vegas with Trey Wade, Head of Consumer Experience at Molson Coors Beverage Company based in Chicago, IL.As describe by the Financial Times, Trey Wade is a “prolific collector of American Whiskey” and an up and coming spirits savant. As an Executive Bourbon Steward, Trey is passionate about educating enthusiasts on every aspect of American Whiskey. Currently, Trey Wade serves as the Head of Consumer Experience for Coors Spirits Co. after the acquisition of Blue Run Spirits in the fall of 2023.Beyond his work in the spirits industry, Trey Wade is an avid traveler and an adventurous spirit. He loves to explore different cultures and experience new things. He is also a passionate home chef who enjoys cooking for his friends and family.In this episode, Trey and Adrian chat through the Four CX Pillars: Team, Tools, Process & Feedback. Plus share s

Hey CX Nation,In this week's episode of The CXChronicles Podcast #231 we are live at Customer Contact Week in the Caesar's Forum Entertainment Center in Las Vegas. This is our CXCP Day 2 recap of the event. I was able to have my friend Kristi Faltorusso join us again on the podcast to rap on all of the things that we are seeing, hearing & talking about with all of the conference attendees. In this episode, Kristi and Adrian chat through some of the speakers, presenters, vendors, technology & the genuine "yammering" that we are hearing at Customer Contact Week 2024.**Episode #231 Highlight Reel:**1. Changes with Employee Experiences in today's world2.  Leveraging & embracing AI to scale your business 3.  Networking & learning from some of the best & brightest in the CX space4.  Future events + post conference thoughts, ideas & CTAs5.  Making Happiness A Habit  Huge thanks to Kristi for coming on The CXChronicles Podcast and featuring her work and efforts in push

Hey CX Nation,In this week's episode of The CXChronicles Podcast #230 we are live at Customer Contact Week in the Caesar's Forum Entertainment Center in Las Vegas. This is our CXCP Day 1 recap of the event. I was able to have my friend Kristi Faltorusso join us on the podcast to rap on all of the things that we are seeing, hearing & talking about with all of the conference attendees. In this episode, Kristi and Adrian chat through some of the speakers, presenters, vendors, technology & the genuine "yammering" that we are hearing at Customer Contact Week 2024. **Episode #230 Highlight Reel:**1. How generative AI is changing every business in the world 2. Common issues with customer center leaders in 2024 3. Hot new solutions & tools to watch out for in the near future  4. Ideas for coaching & training your customer facing staff 5. The future of CX & customer success is here  Huge thanks to Kristi for coming on The CXChronicles Podcast and featuring her work and efforts i

Hey CX Nation,In this week's episode of The CXChronicles Podcast #229 we  welcomed Richard Convery, Founder & CEO of Ascendr based near London, England. Richard is an expert in effective SaaS customer onboarding, a customer success advocate and one of our leading strategic partners here at CXChronicles.In this episode, Richard 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 #229 Highlight Reel:**1. Why spending time in various companies/industries gives you a slight edge 2. Entrepreneurs live in a lonely world, it takes years to build & scale companies 3. How customer onboarding resembles joining a new gym 4. Great CX is strategically mapped out, designed & engineered from the first touch 5. Always put yourself in your customers shoes, listen for the good, bad & ugly  Huge thanks to Richard for coming on The CXChronicl

Hey CX Nation,In this week's episode of The CXChronicles Podcast #228 we  welcomed Shantel Love, Global VP of Customer Success Clinical & School Assessment based in Henderson, NV. Shantel is also a keynote speaker, author, LinkedIn Top Personal Branding Voice & work place futurist.  Shantel is on a mission to help diverse professionals use their voices on LinkedIn to build powerful and profitable personal brands without being tied their phones, without posting every day, without the gimmicks. Corporate Executive by day and Business and Personal Branding Mentor by night with a passion for seeing diverse professionals win (especially those who are the first, few, and only).In this episode, Shantel 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 #228 Highlight Reel:**1. Identifying problems, curating solutions, & hiring A-pl

Hey CX Nation,In this week's CXWeekly Update we walk through some ideas, goals & CTAs to begin overhauling your Quarterly Business Reviews (QBRs).QBRs are one of the easiest ways to make sure that your customer success team is getting regular time with their main POCs or account owners to walk through exactly how your product or service is providing value & hitting the mark set by your sales team at the beginning of the customer journey. There are many ways you can design QBRs or key account reviews for your customers but the most important thing to remember is this is your chance to "wow" your customers every 90 days & prove to them why you're a strategic partner to their business. You can walk through industry updates, product or service usage, account success goals, expectation setting, product updates or new features + changes or updates about your business or team or more importantly your customer's team.  Use this CXWeekly update as a starting point for building out

Hey CX Nation,In this week's CXWeekly Update we walk through some ideas, goals & CTAs to begin building your company's Voice of Customer Dashboards & Reporting. VOC or voice of customer has become an extremely popular topic with customer focused business leaders across the globe. There's so much software out there today that companies use and it becomes really difficult to cut through the noise and aggregate the good, bad and ugly from your customer feedback. VOC reporting helps to centralize and socialize the key trends, topics, likes, dislikes, opportunities for your company to take action on & continue to evolve or iterate on your product or service offerings.Use this CXWeekly update as a starting point for building out your VOC reporting efforts with your team today. 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,

Hey CX Nation,In this week's episode of The CXChronicles Podcast #225 we  welcomed Mikhail Hutton, Fractional CEO & CXO based in New York City. Mikhail has spent the last 10+ years working in a variety of amazing companies including Humana, Integral Ad Science, Quantcast, Artemis & several VC backed companies helping them think through and execute on their go-to-market (GTM), customer experience & customer success strategies as they scale their business. In this episode, Mikhail 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 #225 Highlight Reel:**1. Setting your company's vision & mission early on in the journey toward's growth 2. Regardless of what's in your tech-stack, focusing on internal utilization becomes key 3. Why start-up companies need to match their "tech-needs" to their customer jo

Hey CX Nation,In this week's episode of The CXChronicles Podcast #224 we  welcomed Mario Matulich President & Managing Director of Customer Management Practice based in New York City. Mario and his team at CMP help companies with turning their customers into raving fans. They are the contact center industry's trusted partner offering research, events and online communities. They help produce some amazing events like Customer Contact Week in Las Vegas in June, 4-6 2024 . CXChronicles Podcast will actually be there broadcasting live this year & we are beyond pumped to join some incredible customer focused business leaders including Martha Stewart, David Glickman (CEO Mint Mobile), Johnny C. Taylor (President & CEO SHRM), and Angie Bastian (Founder BoomChikaPop).In this episode, Mario 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 journe

Hey CX Nation,In this week's episode of The CXChronicles Podcast #223 we  welcomed Simon Taylor, the CEO and founder of HYCU, the worlds fastest growing multicloud data protection company. Simon has more than 20 year's experience in go-to-market strategy development, product marketing and channel sales management for the tech industry. He has worked with leading companies such as Comtrade Group, Forrester Research, Putnam Investments and Omgeo. Simon is a board member at Uncornered, an active member of YPO, and a Research Fellow at Boston College. Simon founded, HYCU in 2018 as a pioneering enterprise software company specializing in data backup, recovery and monitoring for multi-cloud environments. In March of 2021 HYCU received an $87.5M A round investment led by Bain Capital Ventures (BCV). In June of 2022 HYCU received an $53M B round with existing investors BCV, Acrew Capital and new investors Atlassian Ventures, Cisco Investments. Okta Ventures closed out the Series B in October of 2022 to bri

Hey CX Nation,In this week's episode of The CXChronicles Podcast #222 we  welcomed Sandra Thompson, Founder Director of The Ei Evolution based in London, England. The Ei Evolution intends to achieve three things by 2030: 1) Employees experience more joy in their work as colleagues are more thoughtful and bosses are more compassionate. 2) People have longer-lasting positive memories of their experiences as customers when businesses use neuroscience, psychology and behavioural science to create stronger emotional connections. 3) Teachers and their pupils thrive as they develop the skill of emotional intelligenceIn this episode, Sandra 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 #222 Highlight Reel:**1. Why building world class CX is like building a puzzle, piece by piece 2. Building your "Spider-Senses" as you evolve into

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

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 &

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

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 th

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 bo