Cx Chronicles Podcast

Hey CX Nation,In this week's episode of The CXChronicles Podcast #176 we welcomed Ethan Beute, Chief Evangelist at BombBomb, Host of The Customer Experience Podcast, and Wall Street Journal best-selling Author of "Human-Centered Communication" & "Rehumanize Your Business".Ethan has spent more than a decade helping people enjoy clearer communication, human connection, and higher conversion by replacing some of their faceless, digital communication with simple, personal video messages in emails, text messages, LinkedIn messages, Slack messages, and similar. He's sent more than 12,500 videos and co-authored two (and a half) books on the what, why, who, when, and how of this "relationships through video" movement. BombBomb makes it easy to record, send, and track video messages, allowing you to be “in person” with those who matter most to your business at any given time.More than 60 thousand business professionals in Mortgage, Finance, Insurance, and Real Estate use Bom

Hey CX Nation,In this week's episode of The CXChronicles Podcast #175 we welcomed Deon Nicholas, CEO & Co-Founder at Forethought AI based in San Francisco, CA.Forethought AI is a Silicon Valley software company founded by a team of Dropbox, Palantir, and Autonomy alumni in 2017. Their mission is to unlock human potential through the power of AI.Forethought transforms the customer experience by infusing human-centered AI at each stage of the customer support journey. With Forethought, organizations can resolve common cases instantly, predict and prioritize tickets, and assist agents with relevant knowledge—all from one AI platform. In this episode, Deon 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 #175 Highlight Reel:**1.  How AI can transform any company's customer experience  & customer suc

Hey CX Nation,In this week's episode of The CXChronicles Podcast #174 we welcomed Gregorio Uglioni, CCXP an inspiring CX/CS executive who has come to be known as The CX GoalKeeper, based in Zurich, Switzerland. Greg has spent years helping a plethora of amazing companies with transforming and digitizing their CX/CS roadmaps. In short, Greg is a former Accenture consultant, who today is responsible for Business Transformation at the Cantonal Hospital of Winterthur based in Switzerland.  He's also a huge part of the global CX/CS community. He's authored several books, is the host of The CX GoalKeeper Podcast,  judges a variety of Customer Experience awards programs across the globe, is an international speaker and regular at webinars and conferences + lectures on customer experience & success at the University of Lucerne. In this episode of CXCP, Greg and Adrian chat through how he has tackled The Four CX Pillars: Team,  Tools, Process & Feedback throughout his career + shares some of the

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 o

Hey CX Nation,In this week's episode of The CXChronicles Podcast #172 we welcomed Fang Cheng, CEO & Founder at Linc based in Santa Clara, CA. Linc is the only CX Automation platform built for retail that is changing the conversation in commerce. Their award winning AI powers an infinitely scalable digital workforce for real conversations that solve real problems for your customers.Brands like Levi’s, Shiseido, Carter's OshKosh, and many others partner with Linc to deliver extraordinary experiences that span the customer lifecycle to reduce support costs, increase sales conversions, and grow revenue. In this episode of CXCP, Fang 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 #172 Highlight Reel:**1. How sub-par customer experiences can help to ignite new business opportunities 2.  How product management

Hey CX Nation,In this week's episode of The CXChronicles Podcast #171 we welcomed Alister Esam, CEO & Founder at Process Bliss based in Newbury, England. Process Bliss helps their customers embed process  in their business to help it run like clockwork. Process Bliss helps optimize your company by identifying blockers, pinpointing the key processes, improving them on a regular basis + working with your team so they are apart of the process.   Ultimately, people are smarter than process, which is why Process Bliss not only manages your recurring processes, it shows you where process is failing your people, and empowers them to complete it in the best way they know how.In this episode of CXCP, Alister 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 across his customer focused business leader journey.**Episode #171 Highlight Reel:**1. Why process is typically dealt with as a

Hey CX Nation,In this week's episode of The CXChronicles Podcast #170 we welcomed Ilenia Vidili, Customer Centricity Advisor, Speaker & Author based in Milan, Italy. Ilenia has over a decade of experience in both business-to-consumer and business-to-business companies. She works with her clients to close the gap between internal and external stakeholders  to find new opportunities ripe for customer centricity optimization. Ilenia is currently the founder of The Smarter Crew, a customer-centricity consultancy and training company helping a plethora of businesses in Europe to close those gaps by thinking differently, combating inefficient processes, turning product mentalities into people mentalities, and improving their overall customer focus. In this episode of CXCP, Ilenia 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 journe

Hey CX Nation,In this week's episode of The CXChronicles Podcast #169 we welcomed Kristi Faltorusso, Chief Customer Officer at ClientSuccess.ClientSuccess is revolutionizing the way SaaS companies manage, retain, and grow their existing customer base. They help SaaS companies proactively manage customer relationships, measure customer health, minimize churn and maximize revenue.ClientSuccess is a simple yet sophisticated solution that both the front-line CSMs and any Executive team will love. For the CSMs, they bring together the tools, best practices, insights and analytics that they will need to proactively manage their customers & future portfolios. For the Executives, they deliver the deep analytics, metric and reports to provide a comprehensive view of the customer health of their SaaS business.In this episode Kristi 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 f

Hey CX Nation,In this week's episode of The CXChronicles Podcast #168 we welcomed Abby Hammer, Chief Customer Officer at ChurnZero. ChurnZero is Customer Success software for growing SaaS and subscription businesses. Their platform is designed to integrate with CRM systems and tightly into an application or service. In doing so, ChurnZero (1) helps businesses understand how their customers use their product, (2) assesses their health and their likelihood to renew, and (3) gives the business the means to automate and personalize the customer experience through timely and relevant touch-points, including in-app content.ChurnZero customers find instant ROI as their customer success managers are immediately more productive and better informed and their customers are getting better just-in-time service from the automated playbooks.In this episode Abby and Adrian chat through how she has tackled The Four CX Pillars: Team,  Tools, Process & Feedback throughout her career + shares some of the tips & tric

Hey CX Nation,In this week's episode of The CXChronicles Podcast #167 we welcomed Chuck Frydenborg, CEO at MarketMuse.MarketMuse uses AI to accelerate content planning, creation and optimization. The MarketMuse platform identifies content quality issues on your site and builds blueprints that show you exactly how to write to cover a topic comprehensively.Publishers, content creators and e-commerce managers use MarketMuse to realize improvements in search performance. This is yet another potential tool that customer focused business leaders can add to their arsenal to create world-class customer experiences in their growing business. People often forget that brand new customers start the very beginning of their customer experience with a company or brand by engaging with their content. White-papers, case studies, blogs, industry reports and podcasts are becoming the new normal for modern marketing efforts to get new people into your sales funnel or customer journey. In this episode Chuck and Adrian chat t

Hey CX Nation,In this week's episode of The CXChronicles Podcast #166 we welcomed Bill Staikos, Senior Vice President of Industry Solutions at Medallia. Medallia is the pioneer and market leader in experience management.  Bill leads the Industry Solutions team globally,  they work each day towards bringing deep domain expertise across industries, and in specialty areas including. Analytics/AI/ML, Employee Experience, Digital and Contact Center to help their clients win through customer & employee experience, no matter their level of maturity.Bill is also the host of the award winning podcast "Be Customer Led" a show that explores how organizations are developing and nurturing customer-led cultures on their journey to create customer and employee experiences that keep their people engaged and coming back for more.In this episode Bill  and Adrian chat through how  Bill has tackled The Four CX Pillars: Team,  Tools, Process & Feedback in his career + he shares some of the tips & tricks

Hey CX Nation,In episode #165 of The CXChronicles Podcast we welcomed Aaron Biggs, Vice President of Revenue at Deft based in Chicago, IL. The Deft team humanizes technology. By actively listening to their clients, learning and collaborating to develop tailored solutions that perfectly fit their customer needs. Deft also designs, builds, operates, secures, and scales unique technology solutions with a singular purpose: to deftly deliver on the promise of technology for their customers.   In this episode Aaron and Adrian chat through how Deft tackles The Four CX Pillars: Team,  Tools, Process & Feedback + share some of the tips & tricks that have worked for the team as they've built & grown their customer portfolio & revenue.  **Episode #165 Highlight Reel:**1. Building a "Swiss Army Knife" of strategic partners to build and scale your business 2. Creating value-packed information during your discovery calls to attract ICPs  3.  Calculating the opportunity cost for properly utili

Hey CX Nation,In episode #164 of The CXChronicles Podcast we welcomed Will Haire, CEO & Founder at BellaVix based in Cary, North Carolina. BellaVix is a marketplace management agency helping retail brands systematically multiply sales and achieve category domination with the aim to grow sales on Amazon and Walmart.  In this episode Will and Adrian chat through how BellaVix tackles The Four CX Pillars: Team,  Tools, Process & Feedback + share some of the tips & tricks that have worked for the team as they've built & grown their customer portfolio & sales performance over time.**Episode #164 Highlight Reel:**1. Building a business focused around optimizing for market places like Amazon and Walmart 2. How Amazon has changed consumer expectations for the future -- we want it right now! 3. Working with people that you trust to  ease and support your entrepreneurial journey  4. Building 90 day "blue prints" to keep your business & team focused  on its next checkpoint 5. Creati

Hey CX Nation,In episode #163 of The CXChronicles Podcast we welcomed Nick Francis, Co-Founder & CEO at Help Scout based in Boulder, CO + backed by a fully remote team spread across the globe. Help Scout is designed with your customers in mind. Provide email and live chat with a personal touch, and deliver help content right where your customers need it, all in one place.The customer experience is simple and training staff is painless, but Help Scout has all the powerful features that you need to provide great support at scale. With best in-class-reporting, an integrated knowledge base, 50+ integrations and a robust API, Help Scout lets your team focus on what really matters: your customer portfolio.Help Scout is trusted by 12,000+ customers in over 140 countries, including GrubHub, and AngelList In this episode Nick and Adrian chat through how Help Scout tackles The Four CX Pillars: Team,  Tools, Process & Feedback + share some of the tips & tricks that have worked for the team over at Help Scout

Hey CX Nation,In episode #162 of The CXChronicles Podcast we welcomed Tony Sternberg, Co-Founder and CEO at ProsperStack based in Minneapolis, MN.  ProsperStack is the drop-in cancellation flow that prevents churn and helps you understand why subscribers leave, so you can make informed product, pricing and remarketing decisions.Reduce churn by presenting special offers tailored to the specific reasons customers are leaving. Use those same offers to recapture lost revenue from past cancellations.In this episode Tony and Adrian chat through The Four CX Pillars: Team,  Tools, Process & Feedback + share some of the tips & tricks that have worked for the team over at ProsperStack as they've built & grown their team & customer portfolio.**Episode #162 Highlight Reel:**1. Ideas and techniques for mitigating churn & retaining your customers 2.  The benefit of working in a variety of industries & companies 3.  Having intention & focus with your sales, marketing & growth efforts 4. 

Hey CX Nation,In episode #161 of The CXChronicles Podcast we welcomed James Dodkins from Pega Systems & Rockstar CX based in Solihull, England & Cambridge, MA.Pega delivers innovative software that crushes business complexity. From increasing customer lifetime value to streamlining service, to boosting efficiency, Pega helps the world’s leading brands solve problems fast and transform their customer's business for tomorrow.  James has written books, delivered speeches & consulted across the world with amazing companies helping other customer focused business leaders  unlock their inner rockstar & build a world class customer experience plan for their customers. In this episode James and Adrian chat through The Four CX Pillars: Team,  Tools, Process & Feedback + share some of the tips & tricks that have worked for the team over at Pega & Rockstar CX as they've built & grown their team & customer portfolios.**Episode #161 Highlight Reel:**1. Why building a band &

Hey CX Nation,In episode #160 of The CXChronicles Podcast we welcomed Lisa Marie Fortier, Senior Vice President at Engine Insights based in St.Paul, Minnesota.ENGINE Insights is the research and analytics division of ENGINE, a global, full-service media and marketing services company.  In this episode Lisa Marie and Adrian chat through The Four CX Pillars: Team,  Tools, Process & Feedback + share some of the tips & tricks that have worked for the team over at Engine Insights as they've built & grown their team & customer portfolio.**Episode #160 Highlight Reel:**1.  Building research & insights focus areas within your growing company   2.  Why every team & role needs to have pliability baked into them  3.  Performing regular tool-kit & utilization audits as you scale4.  Why it's paramount to put "guard rails" around your processes5.  Having an "open-door" policy with your customers from day oneHuge thanks to Lisa Marie for coming on The CXChronicles Po

Hey CX Nation,In episode #159 of The CXChronicles Podcast we welcomed Ugis Balmaks, Founder & Managing Director @ RecruiterMill based in Riga, Latvia. Recruiter Mill helps online businesses hire A-players. Ugis and his team help their clients with one of the most paramount activities within building any business. Finding, onboarding & retaining awesome employees to manage your customers & processes as you scale. In this episode we focus on team building & ideas for how your business can optimize the way it builds its future applicant & employee experience roadmap.  The goal should be focused on creating new fans or promoters of your brand by what they experience inside of your hiring & interviewing processes, even if those folks don't land a job with your company, they leave feeling like it would have been a great place to be a part of. RecruiterMill  works exclusively with growth focused companies ( 10-100 employees) & acts as your in-house recruitment partner while you scale

Hey CX Nation,In episode #158 of The CXChronicles Podcast we welcomed Jonathan Shroyer, Chief Customer Experience Innovation Officer at Arise (Officium Labs) based in Miramar, FL. Arise Virtual Solutions (Officium Labs) has created a disruptive technology platform that connects the world’s biggest brands with a previously untapped network of small business owners and their agents.  This entrepreneurial network of work-from-home Service Partners creates exceptional customer experiences that increase sales, improve loyalty, and speed customer growth. The Arise® Platform enables Brands to transform the relationship between their company and their customers through state-of-the-art security, access to Brand advocates, and on-demand flexible capacity to handle sudden or seasonal volume changes.Listen to Jonathan and Adrian chat through The Four CX Pillars: Team,  Tools, Process & Feedback + share some of the tips & tricks that have worked for Arise  as they've built & grown their business to impro

Hey CX Nation,In episode #157 of The CXChronicles Podcast we welcomed Ryan Stuart, CEO & Founder at Kapiche based in Brisbane, Australia & Salt Lake City, Utah. Kapiche is a new breed customer insights platform that delivers deep, contextual understanding into your customer’s experience, without manual coding or hand reading thousands of customer comments.The richest insights are found at the intersection of qualitative and quantitative data from every stage of the customer journey. Kapiche can help your team combine data from any source to make laser-focused business decisions for your organization.Listen to Ryan and Adrian chat through The Four CX Pillars: Team,  Tools, Process & Feedback + share some of the tips & tricks that have worked for Kapiche  as they've built & grown their business to improve the future of the customer experience & success space. **Episode #157 Highlight Reel:**1. The emergence of Voice of Customer (VOC) reporting & roles in the CX/CS landscape 2.