Cx Chronicles Podcast

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 c

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 CT

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 y

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 & t

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/cxchroniclesIn 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

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, Nic

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 experi

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

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 u

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

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

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

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 founder2. Helping customers build automated, asynchronous webinars to

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

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

Hey CX Nation,In this week's episode of The CXChronicles Podcast #201 we  welcomed Jeanette Wiley, Project Manager - CX at Owl Labs based in Boston, MA.   With the rise of the hybrid & remote work place where some of us work from the office and some of us from home (AKA the beach, cough, cough...) the need for better video solutions to communicate with your customers & team has become paramount. Owl Labs is building incredible video and audio technology solutions to help their customers communicate with their customers & teams. In this episode, Jeanette and Adrian chat through how the team at Owl Labs 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 #201 Highlight Reel:**1. How Owl Labs help their customers experience fully immersive meetings  2. Building a remote or hybrid playbook & tool-kit as your business scales  3. Connecting your CRM and custo

Hey CX Nation,In this week's episode of The CXChronicles Podcast we celebrate our #200 episode by welcoming Tom Shoemaker, VP of Product Marketing at Propel based in Santa Clara, CA.  Propel helps product companies grow revenue and increase business value. Their product value management platform connects commercial and product teams to optimize decision making, drive process efficiencies, and engage customers with compelling products and experiences. Recognized as a Deloitte Technology Fast 500 winner, Propel is built on Salesforce and drives product success for hyper growth startups, corporate pioneers, and Fortune 500 leaders in the high tech, med-tech and consumer goods industries.In this episode, Tom and Adrian chat through how the team at Propel 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 #200 Highlight Reel:**1. How early roles in engineering & market

Hey CX Nation,In this week's episode of The CXChronicles Podcast #199 we welcomed Somya Kapoor, CEO & Co-Founder at TheLoops based in San Jose, CA.TheLoops Intelligent Support Operations platform provides visibility, insights and automations across your support stack. Drive operational efficiency while utilizing insights to retain revenue and customers.TheLoops integrates product signals and customer data so you can understand what's happening outside your support tools without a data scientist. In this episode, Somya 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 #199 Highlight Reel:**1. Perfecting the art of predicting your customer's behaviors2. Leveraging the data in your tech-stack to build your feedback loops 3. How building your Voice Of Customer reporting creates awareness 4. Information and best practices abou

Hey CX Nation,In this week's episode of The CXChronicles Podcast #198 we welcomed Alex Ross, Chief Operating Officer at Hire Horatio CX based in New York, NY and Santo Domingo, Dominican Republic.Hire Horatio is a next-generation and tech-enabled customer support outsourcing firm aimed at providing a reliable and trusted handpicked team to allow businesses to “do what they do best and Hire Horatio for the rest.” Horatio partners with high-growth and innovative companies to develop their customer support strategy and provides a dedicated handpicked team to execute.They focus on the constant balance & refinement of daily improvements on their employee experiences (check out their new campus in Santo Domingo, DR) which reflects directly in the customer experiences that they provide their customers.  In this episode, Alex 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 focuse

Hey CX Nation,In this week's episode of The CXChronicles Podcast #197 we welcomed Evan Klein, Founder & President of Satrix Solutions based in Scottsdale, Arizona.For 25+ years, Evan Klein has been responsible for maximizing customer satisfaction, retention and profitability for businesses around the world. Evan is an enthusiastic champion for voice-of-customer driven change. As the Founder and President of Satrix Solutions, he counsels executives on the best ways to continually enhance the customer experience, create more loyal advocates and increase customer lifetime value. In this episode, Evan 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 #197 Highlight Reel:**1. Focusing on fixing the "leaky bucket" and mitigating churn at all costs  2. Building products & services that people actually want to invest in 3. How