Cx Chronicles Podcast

Hey CX Nation,In episode #156 of The CXChronicles Podcast we welcomed Daniel Rodriguez, Chief Marketing Officer at Simplr based in Nashville, Tennessee and the co-author of the new book "Experience is Everything". Simplr® offers companies a human-first, machine-enabled customer experience solution that meets the demands of the NOW Customer across all digital channels. Offering a combination of a uniquely talented, flexible, and scalable staffing pool, AI-based technology, and actionable intelligence. Simplr allows companies to immediately expand their customer service capacity and engage customers with speed, empathy, and precision as they grow and scale.Listen to Daniel and Adrian chat through The Four CX Pillars: Team,  Tools, Process & Feedback + share some of the tips & tricks that have worked for Simplr as they've built & grown their business & team to improve the future of the customer experience & contact center space.**Episode #156 Highlight Reel:**1.  Post COVID con

Hey CX Nation,In episode #155 of The CXChronicles Podcast we welcomed Michael Yinger, Chief Operating Officer & Co-Founder at Resume Sieve based in Charlotte, North Carolina. Michael and his team at The Sieve™ are building one of the world's leading candidate evaluation platforms that fast-tracks the resume assessment process. Applicant Tracking Systems (ATS) have been helping businesses with optimizing their hiring efforts & employee experiences for years, but Resume Sieve provides its customers with additional support & technology while searching for the perfect new hire.  Over the course of his career, Michael has delivered positive results for every company he's been apart of, dealt with senior level clients (CxO level) across a variety of industries, and he's established efficient organizations and partnerships across the world, within startups and established companies. Michael and Adrian also chat through The Four CX Pillars: Team,  Tools, Process & Feedback to share some

Hey CX Nation,In episode #154 of The CXChronicles Podcast we welcomed Gaurav Bhattacharya, CEO at Involve AI based in Los Angelas, CA. Similar to CXC, Gaurav & his team are on a mission to make the world's companies more customer centric. Involve.ai organizes all customer data and makes it useful to stop customers from leaving and expand them to increase revenue. The magic is in the AI to find signals from all unstructured data and predict churn and expansion from sources like CRM, product usage and behavior data, emails, calls, and support channels.Gaurav and Adrian also chat through The Four CX Pillars: Team,  Tools, Process & Feedback to share some of the tips & tricks that have worked for Involve AI as they've built & grown their business & team.**Episode #154 Highlight Reel:**1. Expanding your team's customer health scoring visibility to grow your business 2.  Building a team focused on collaboration, humility, ownership & intrinsic motivation  3.  The average SMB b

Hey CX Nation,In episode #153 of The CXChronicles Podcast we welcomed Jeff Rosenblum, Founding Partner of Questus based in New York City. Jeff Rosenblum is an advertising agency founder, documentary filmmaker and an admitted pain in the ass (his words, not ours). He is widely regarded as one of the leading innovators in the field of digital marketing and has worked on teams that have helped revolutionize market research, publishing, sports broadcasting and interactive advertising.He is the Founding Partner of Questus, a digital marketing agency that has worked with some of the world’s most influential brands including American Express, Bloomberg, Capital One, Discovery Channel, Disney, Driscoll’s, General Mills, Ford, ESPN, Suzuki Motorcycles, The NFL, Universal Orlando, Verizon and more.Jeff and Adrian also chat through The Four CX Pillars: Team,  Tools, Process & Feedback to share some of the tips & tricks that have worked for Questus as they've built & grown their business & team acros

Hey CX Nation,In episode #152 of The CXChronicles Podcast we welcomed Sam Ruben, Chief Sustainability Officer at Mighty Buildings, based in Oakland, California. Sam Ruben brings a sustainability and innovation focus to everything he does. He is passionate that today’s organizations consider sustainability as a core aspect, not merely as a moral principle but as an avenue towards an improved bottom line and increased brand value and overall customer & employee experiences.Sam worked with the Bay Area Climate Collaborative to develop a marketing plan to encourage fleet managers to buy EVs; helped the City of Berkeley launch its Open Data Portal, including developing focus groups and other community outreach strategies and attention-grabbing infographics; and developed an operations plan for a sustainable seaweed farm for Olazul which has since spun off a for-profit entity to bring the seaweed to market.His work has resulted in savings of more than (pay attention to these KPIs below):• $9,720,343• 19,298,227

Hey CX Nation,First things first, Happy New Year's to everyone, I hope that all of you had an awesome holiday season!This is the first episode of Season 5 of The CXChronicles Podcast and we wanted to kick the year off with a bang (crazy to look back and see that we have 150+ episodes of the podcast). In episode #151 of The CXChronicles Podcast we welcomed Robert Hall also know as "Slobby Robby based out of Tucson, AZ. Slobby Robby (real name – Robert Hall) is an American store owner and reality TV star who sells and collects vintage clothing and memorabilia from the 1980s and 1990s, including bootleg clothing, games, toys, sneakers, jerseys, jewelry, and luxury leather bags.In addition, Robby refurbishes vintage pieces to make them more current. In 2018, the Slobby's World television series was released. It also ran on Netflix. The show follows Hall and his staff as they search for and evaluate unique collectibles, toys, and clothing from across the US.Robby and Adrian also chat through The Fou

Hey CX Nation,In episode #150 of The CXChronicles Podcast we welcomed Fred Reichheld, Bain Fellow at Bain & Company based in Boston, MA. Bain & Company is a global consultancy that helps the world’s most ambitious change makers define the future. Fred Reichheld is the creator of the Net Promoter System℠ (NPS®) and one of the world’s leading experts on customer and employee loyalty. The best-selling author of four books on loyalty, he is a fellow at Bain & Company and founder of Bain’s Loyalty practice, which helps companies achieve results through customer and employee loyalty. His latest book, coauthored with Bain’s Rob Markey, is The Ultimate Question 2.0: How Net Promoter Companies Thrive in a Customer-Driven World (Harvard Business Press, 2011). In the book, Fred and Rob examine how NPS practitioners, including Apple Retail, Philips, Charles Schwab, Allianz, American Express and Intuit, have utilized this system to generate extraordinary results. They also explain how NPS helps companies becom

Hey CX Nation,In episode #149 of The CXChronicles Podcast we welcomed Michael Epstein, Principal at PostPilot based in Greenville, SC. PostPilot helps businesses create and manage Direct Mail campaigns to reach existing and potential customers.PostPilot exists for the sole purpose of eliminating all of the pain-points that businesses of any size currently deal with in attempting to implement an effective Direct Mail strategy.Adrian and Michael also chat through The Four CX Pillars: Team,  Tools, Process & Feedback to share some of the tips & tricks that have worked for Simon and his team as they've built & grown their business.**Episode #149 Highlight Reel:**1. Leveraging postcard marketing to ignite your marketing & demand generation performance 2.  How you  get your first customers through the door and using your product or services3. Understanding & improving your marketing ROI & performance tracking4.  Understanding your customer journey & multi-threading your marketing ac

Hey CX Nation,In episode #148 of The CXChronicles Podcast we welcomed Simon Severino, CEO and Business Growth Coach at Strategy Sprints based in Austria. Strategy Sprints is currently working with a number of awesome startups, growth focused executives & leading brands around the world helping them get better clients, & focusing on doubling their revenues in 90 days .Simon talks with the CXNation about how they can create better marketing strategies, which leads to repeatable sales & over time improves your company's operations as you scale.Adrian and Simon also chat through The Four CX Pillars: Team,  Tools, Process & Feedback to share some of the tips & tricks that have worked for Simon and his team as they've built & grown their business.**Episode #148 Highlight Reel:**1. Ideas for how business owners can begin getting out of the weeds to improve their business 2. Increasing your conversion rates & customizing the "art of the deal" with your customers 3. The

Hey CX Nation,In episode #147 of The CXChronicles Podcast we welcomed Mike Myer, CEO and Founder at Quiq based in Bozeman, MT. Quiq is powering the next generation of business to consumer communications through async messaging. People text all the time with family and friends -- why not text with every business that you support?Through Conversational AI and Next Gen Contact Center, Quiq's Conversational Platform drives increased revenue, improved efficiency and higher CSAT for clients in eCommerce and Customer Care.Adrian and Mike chat through The Four CX Pillars: Team,  Tools, Process & Feedback to share some of the tips & tricks that have worked for Quiq as they've built & grown their company and team.**Episode #147 Highlight Reel:**1. What it's like selling your company to Oracle early on in your career & finding that major first win as an entrepreneur. 2. How every business can text message with their customers like they do their family & friends 3. Why Facebook, Apple,

Hey CX Nation,In episode #146 of The CXChronicles Podcast we welcomed Chelsea Bedard, Chief Revenue Officer at Cann based in Los Angelas, CA. Cann is the #1 selling THC-infused beverage in California according to BDS Analytics. Founded by Stanford and Harvard graduates, Cann is reshaping social drinking with their microdosed, non-alcoholic beverages that deliver a perfect, uplifting feeling every time. Chelsea shares her experiences of building the sales & revenue team at Cann and what she's learned  on her personal journey about finding new customers, understanding their needs and working hard at keeping them coming back again and again in the future. Adrian and Chelsea chat through The Four CX Pillars: Team,  Tools, Process & Feedback to share some of the tips & tricks that have worked for Cann as they've built & grown their company and team.**Episode #146 Highlight Reel:**1. How Cann is taking a totally different twist on the burgeoning cannabis industry & changing the future

Hey CX Nation,In episode #145 of The CXChronicles Podcast we welcomed Jason Hennessey, CEO at Hennessey Digital based in Los Angelas, CA.Jason Hennessey is an internationally-recognized SEO expert, author, speaker, entrepreneur, and business executive. Since 2001, Jason has been reverse-engineering the Google algorithm as a self-taught student and practitioner of SEO and search marketing.His expertise led him to grow and sell multiple businesses, starting with a dot-com in the wedding industry. After presenting his SEO knowledge to a group of lawyers in 2009, Jason founded and later sold Everspark Interactive, cementing his reputation as a thought leader and authority in SEO for the legal industry. As CEO of Hennessey Digital since 2015, Jason grew a small consultancy to a $10MM+ business that made the Inc. 5000 list for the second year in a row in 2020, and he also runs SEO industry news site iloveseo.com. Adrian and Jason chat through The Four CX Pillars: Team,  Tools, Process & Feedback to share some o

Hey CX Nation,In episode #144 of The CXChronicles Podcast we welcomed Dave Withers, CEO at Vertis in the San Francisco Bay area. The Vertis Market Intelligence Platform leverages billions of data points and proprietary data science to help business leaders implement data-driven talent and location strategies. Their platform delivers dynamic insights to executive, HR, and real estate leaders in high-growth enterprise organizations, allowing them to make accurate, data-driven decisions about talent, real estate, and workforce expansion.Adrian and Dave chat through The Four CX Pillars: Team,  Tools, Process & Feedback to share some of the tips & tricks that have worked for Vertis as they've built their company and team. **Episode #144 Highlight Reel:**1. Why it's imperative to focus on building your startup or scale up with people you trust & have worked with in the past 2.  Why joining companies at different stages can be a "game-changer" for your career3.  How talent & locat

Hey CX Nation,In episode #143 of The CXChronicles Podcast we welcomed Eli Schwartz, growth advisor & best selling author of #1 rated book on Amazon "Product-Led SEO, The Why Behind Building Your Organic Growth Strategy". Eli and his team work with enterprises and startups to help them develop and implement growth strategies to scale their organic visibility in search. Eli's Clients include: Tinder, Coinbase, Gusto, Automattic, Insight Timer, Getaround, Handshake, Faire, Mixpanel, BlueNile, ThePillClub, G2, AllTrails, Gametime, and others. Adrian and Eli chat through The Four CX Pillars: Team,  Tools, Process & Feedback to share some of the tips & tricks that have worked for Eli over the years as he's worked with some major global brands. **Episode #143 Highlight Reel:**1. Thinking about organic growth activities to grow your business 2. Understanding how you can leverage SEO to find new leads & prospects3.  How to manage your ICP search experience & journey4. Leveraging

Hey CX Nation,In episode #142 of The CXChronicles Podcast we dusted off the old CX Weekly Update format (back from popular demand) & chatted through a bunch of year end tips for all of you customer focused business leaders. Adrian chats through a number of ideas around how your team can use The Four CX Pillars: Team,  Tools, Process & Feedback framework to perform your end of year CX/CS audit. This will create tons of fuel and ammo for your 2022 team kick-off and project planning efforts over the next couple of weeks leading up to the holidays.  **Episode #142 Highlight Reel:**1.  Thinking about surveys & collecting customer feedback2.  Response time and getting back to folks quickly3.  Leveraging leadership & executive sponsors to drive customer retention4.  Understanding & building upon customer needs5.  Invest in updated customer journey maps heading into next yearHuge thanks to all of you for following the CXCPodcast each week and being apart of building the "CX Nation" one o

Hey CX Nation,In episode #141 of The CXChronicles Podcast we welcomed Jesson Bradshaw, CEO at Energy Ogre based in Houston, TX. Savvy Texans trust Energy Ogre to ensure they never overpay for electricity again. Their team of industry experts and developers revolutionized the electricity marketplace with proprietary technology that analyzes hundreds of electricity plans available, considers all of the market variables, and identifies the one tailor-made to fit your unique usage profile. Year after year, their members enjoy the freedom and convenience of relying on them to manage their electricity, confident they are always getting a fair deal at a fair price. Adrian and Jesson chat through how the team at Energy Ogre has approached The Four CX Pillars: Team,  Tools, Process & Feedback as they've scaled and grown their team into the future. **Episode #141 Highlight Reel:**1. Saying goodbye to your comfortable paycheck & starting your own business2. Leveraging your subject matter expertise niche &am

Hey CX Nation,In episode #140 of The CXChronicles Podcast we welcomed Nathan Foy, CEO at Fortis based in Greenville,  SC. FORTIS is the global leader in secure private travel offering a full spectrum of services including 5-star secure chauffeured service, executive protection, and concierge for the world’s most discerning traveler. Offering service in over 1000 cities in 114 countries, the organization ranks among INC 5000s Fastest Growing Companies in the United States and was recently named to the prestigious Best Places to Work in South Carolina 2020. Headquartered in Greenville, South Carolina with offices in Hong Kong and KSA, Fortis has provided innovative solutions for all aspects of secure private travel since its founding in 2000. To learn more, visit Fortis.coAdrian and Nathan chat through how the team at Fortis has approached The Four CX Pillars: Team,  Tools, Process & Feedback as they've scaled and grown their team into hundreds of people. **Episode #140 Highlight Reel:**1. Building a g

Hey CX Nation,In episode #139 of The CXChronicles Podcast we welcomed Jose Herrera, CEO at Hire Horatio CX based in New York City. 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.Jose and Adrian chat through how the team at Horatio has approached The Four CX Pillars: Team,  Tools, Process & Feedback as they've scaled and grown their team into hundreds of people. **Episode #139 Highlight Reel:**1. Building a modern customer support team for high growth, digitally focused companies 2. Leveraging tools like Zendesk, Kustomer, Gorgious, Gladly and other SaaS solutions  3. How to build your team's customer experience living playbook for success  4. Best practice ideas for getting your

Hey CX Nation,In episode #138 of The CXChronicles Podcast we welcomed Vasco Pedro, CEO at Unbabel based in San Francisco, CA & Lisbon, Portugal. Unbabel eliminates language barriers so that businesses can thrive across cultures and geographies. The company’s language operations platform blends advanced artificial intelligence with human editors, for fast, efficient, high-quality translations that get smarter over time. Unbabel integrates seamlessly in any channel, so agents can deliver consistent multilingual support from within their existing workflows. Making it easy for enterprises to grow into new markets and build customer trust in every corner of the world.Based in San Francisco, Calif., Unbabel works with leading customer support teams at brands such as Microsoft, Panasonic, Booking.com and Logitech, to communicate effortlessly with customers around the world, no matter what language they speak.**Episode #138 Highlight Reel:**1. How Unbabel is helping companies across the world with communicating w

Hey CX Nation,In episode #137 of The CXChronicles Podcast we welcomed Dorian Stone, Head of Organizations Revenue at Grammarly based in San Francisco, CA.Grammarly’s digital writing assistant helps 30 million people and 30,000 teams write more clearly and effectively every day. In building a product that scales across multiple platforms and devices, Grammarly works to empower users whenever and wherever they communicate.Dorian shares his personal customer focused business leader journey + dives into the way that he thinks about The Four CX Pillars & how his team at Grammarly has shaped their team, tools, process & feedback as they scale. **Episode #137 Highlight Reel:**1. Understanding the benefits of communicating effectively in a growth focused business 2.  Ideas for how you can begin triggering employee engagement & increase talent retention 3. Why AI driven writing assistance technology will help grow your business & team 4. Mitigating context switching with your tool-kit to optimize your