Cx Chronicles Podcast

Hey CX Nation,In episode #136 of The CXChronicles Podcast we had the pleasure of welcoming Jason Ten Pow, CEO at ONR  based in Toronto, Ontario. Jason and his team show brands how to fundamentally transform their approach to Customer Experience. They help to re-set the CX dial, re-imagine relationships and build trust between brands and customers.  **Episode #136 Highlight Reel:**1. What it takes to build unbreakable relationships with your customers 2. How leading companies transform their organizations by investing in CX 3. Collecting customer feedback data is the start but what are you going to do with it? 4. Leveraging tools & processes to build unbreakable customer relationships 5. Why CX is a top down initiative and investment for most companies! Huge thanks to Jason for coming on the CXCP and featuring his team's work and efforts in pushing the customer experience & digital marketing space into the future.Click here to learn more about Jason Ten PowClick here to learn more about ONR CXIf y

Hey CX Nation,In episode #135 of The CXChronicles Podcast we had the pleasure of having Dennis Yu, CEO at BlitzMetrics based in Albany, CA on the show!BlitzMetrics is a digital marketing company that focuses on identifying & optimizing for key customer insights and works with amazing global brands like The Golden State Warriors, Nike, Starbucks, American Airlines and Rosetta Stone.This was one of our very best episodes of CXCP to date so be sure to tune into this week's episode!**Episode #135 Highlight Reel:**1. Investing in mentorship and apprenticeship to help build your business2. Curating meaningful customer & employee experiences to drive growth3. Working with companies like American Airlines, Red Bull, & Nike4. Understanding customer engagement views across all your channels5. Taking action on customer & employee feedback, not just paying it lip service! Huge thanks to Dennis for coming on the CXCP and featuring his team's work and efforts in pushing the customer experience &am

In episode #134 of The CXChronicles Podcast we welcomed Nate  Joens Co Founder at Structurely based out of Ames,  Iowa. Structurely's conversational AI technology is leading the way in sales and marketing, structuring conversations to engage leads at scale. With two-way conversation, their AI Assistant engages online prospects, qualifies them for a personalized experience, and nurtures these lead relationships through intelligent engagement.Nathan joins the CXCP to talk about his experience optimizing and focusing on The Four CX Pillars: Team, Tools, Process & Feedback  while building & scaling Structurely. Episode #134 Highlight Reel:Collecting market based feedback to validate your business ideaWhy building life-like AI is not easy for most companiesThe art of following-up with your leads & prospects to create new business Texting with your customers to personalize your customer experienceConstantly understanding new use-cases for your product & service offeringsHuge thanks to Nathan fo

In episode #133 of The CXChronicles Podcast we welcomed Mahesh Ram,  CEO at Solvvy based in San Mateo, CA. Solvvy delivers brilliant customer experiences through its next-gen chatbot and automation platform. Their clients enjoy self-service rates as high as 70% along with higher customer satisfaction, better customer insights, and improved operational efficiencies. Powered by advanced AI and Natural Language Processing (NLP), Solvvy resolves issues with speed and scale for over 500 Million users of the world’s top brands including HelloFresh, Vimeo, Under Armour, Twilio, Calm, GoFundMe, Stash, and Ring.Mahesh talks about the important lessons that he's learned about optimizing The Four CX Pillars: Team, Tools, Process & Feedback throughout his personal journey and there's tons of valuable insights loaded into this episode about building  Solvvy. Episode #133 Highlight Reel:How do we make technology more useful for human beingsBuilding personalized support & service within your customer baseL

In episode #132 of The CXChronicles Podcast we welcomed Eric Gibbs President, Americas at Ouriginal with headquarters based in Stockholm, Sweden. Ouriginal is the fusion of PlagScan and Urkund, two established and trusted names in plagiarism detection, and an authoritative European voice in the fight against plagiarism. Eric and has team have combined expertise spanning decades, and have helped to build the award-winning software solutions designed to enable educators and other users to assess the authenticity and originality of any text. The company offers its web-based subscription services to academic institutions, corporations and governmental entities to support institutional quality and authenticity of work initiatives.Eric talks about the important lessons that he's learned about optimizing The Four CX Pillars throughout his personal journey and there's tons of valuable insights loaded into this episode.  Episode #132 Highlight Reel: What it was like learning & being mentored by Paul Rome

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:How early life experiences in theatre led Howard to building a company focused on customer & digital experience optimizationHow to define what your version of business success looks like within your companyLearning early on in the process what customers reall

In episode #130 of The CXChronicles Podcast we welcomed Lisa VanderGast, Vice President of Client Services at AdColony based in Los Angelas, CA. AdColony is one of the largest mobile advertising platforms in the world with a reach of more than 1.5 billion users globally. Part of Digital Turbine’s leading independent mobile growth platform, AdColony helps brands, agencies, and apps expand their reach and results with the power of mobile.Lisa has been building & scaling customer facing Client Services teams inside of the ad-tech space for 15+ years. In this episode she chats about what she's learned mastering the Four CX Pillars of team, tools, process & feedback during her personal CX'er journey.  Episode #130 Highlight Reel:How the ad-tech space continues to grow and evolveControlling and managing variables across your customer journeyLeveraging your CRM to manage budgets, timelines, & customer prioritiesManaging a remote client services workforce -- the good, bad & ugly...Engagement

In episode #129 of The CXChronicles Podcast we welcomed Michael Scharff, CEO & Co-Founder of Evolv AI located in Berkeley in the San Francisco Bay area. Evolv AI is defining autonomous optimization for the digital era. Using breakthrough artificial intelligence, developed over the course of ten years, Evolv helps enterprise customers continuously optimize their digital KPIs and meet their goals and objectives. The company’s flagship product is used today by recognized brands around the world to improve experiences across web and mobile.Michael has a 25+ year track record of building great businesses, driving high impact strategies, leading innovation & growth initiatives and fostering talent across multiple organizations including Best Buy, Toys R Us, Sears, Polk, Staples, & now Evolv. Episode #129 Highlight Reel:Corner-stone focus areas that you need to prioritize to build an incredible customer experienceHow AI & technology is changing the way enterprise companies manage CX/EXFostering an in

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

In episode #127 of The CXChronicles Podcast we welcomed Stefan Smulders, CEO at Expandi.io based in Eindhoven, Netherlands. Expandi.io is a cloud based platform that is designed to make automated outreach on LinkedIn safe by using random delays, message frequencies, message limits (and other best practices) to help you grow your network & find new business connections. Stefan shares how he & his team built Expandi.io  and pushed the company to over $5M+ in ARR in under 24 months, an amazing feat for any business, indie hacker or entrepreneur!This episode is super valuable for those of you in the CXNation that are trying to improve the way that your sales teammates are using LinkedIn to find new leads & prospects for growing your business pipeline.  Episode #127 Highlight Reel:1.) How Expandi.io built a SaaS tool to automate & optimize your LinkedIn experience  2.) Finding leads and prospects to grow your pipeline & business 3.) How content & value first information for your network dri

In episode #126 of The CXChronicles Podcast we welcomed Deb Coviello, Founder of Illumination Partners based in Cincinnati, OH. As The Drop in CEO™, Deb brings 20+ years worth of experience and strategy in Quality and Operational Excellence roles to the table. She uses that knowledge in addition to 15 years in the Flavors and Fragrance industry to identify, assess, and solve the issues that are preventing your business growth.Deb believes to get to the root of a problem, you have to be willing to think differently about how to solve it.She also just released her first book "The CEO's Compass" filled with wisdom and knowledge from her personal leadership journey.  This episode is incredibly valuable for some of you folks in the CX Nation that are focused on building & shaping your executive teams for the future of your business!  Episode #126 Highlight Reel:1.) Leaving your customers in a better place after working with them 2.) How to leverage your team's skills & interests  3.) Se

In episode #125 of The CXChronicles Podcast we welcomed Emily Garza, AVP, Customer Success at Fastly based in San Francisco, CA. With Fastly’s powerful edge cloud platform, developers get the tools they need to build the most groundbreaking apps — all optimized for speed, security, and scale — so businesses can effectively transform to compete in today’s markets.In 2019 the company filed for their Initial Public Offering (IPO) and had their debut on The New York Stock Exchange (NYSE). Emily shares her personal customer focused business leader journey + talks about some of the lessons that she's learned helping to build and scale a public company's customer success team.This episode is incredibly valuable for some of you folks in the CX Nation that are focused on building rocket ship companies with your sights on eventually going public in the future!    Episode #125 Highlight Reel:1.) What Emily learned helping to grow and scale her Customer Success team 2.) Managing a hyper growth company's cu

In episode #124 of The CXChronicles Podcast we welcomed Nate Brown, Chief Customer Officer at Officium Labs based in San Mateo, CA.  Officium is Latin for service. Officium Labs believes in service—as an experience, as a business, as a social responsibility. Officium Labs helps brands deliver incredible customer experiences. The company is a global collection of industry leaders and experts that are building the future of customer experience (CX). They provide the best-in-class people, products, and practices for their customers, transforming customer service from a cost center to a growth opportunity. Officium’s Connect platform connects on-demand CX workers with companies in need of CX staff. Its Transform experts provide consulting and coaching to service leaders of all types. Episode #124 Highlight Reel:1.) Targeting the traits of an excellent CX team 2.) Building a CX Change Coalition In Your Business 3.) Average enterprise company has 464 tools running their daily ops! 4.) How customer service can incre

In episode #123 of The CXChronicles Podcast we welcomed Lee Roquet, Chief Customer Officer at Yellowfin based in Melbourne, Australia & offices across the world.  Yellowfin is a global Business Intelligence (BI) and analytics platform dedicated to enabling product managers to improve their application's analytical experiences with embedded BI, solving real enterprise analytics challenges, and helping business people understand not only what happened, but why it happened.Founded in 2003 in response to the complexity and costs associated with implementing and using traditional BI tools, Yellowfin is a highly intuitive, 100-percent Web-based reporting and analytics platform. More than 25,000 organizations and more than three million end-users across 75 different countries use Yellowfin every day.Episode #123 Highlight Reel:1.) How Lee built his CX team at Yellowfin  2.) Leveraging business intelligence & customer data in today's world 3.) Constantly learning new tactics & paths forward 4.)

In episode #122 of The CXChronicles Podcast we welcomed Chris Hull, Chief Product Officer at Otus in Chicago, IL. The all-in-one K-12 learning platform to teach, grade, analyze, and plan.With Learning Management, Assessment, and Data in one place, educators and families can communicate with each other easily, reducing the chaos of multiple platforms.Episode #122 Highlight Reel:1.) How Chris and his founding team came to build Otus 2.) Learning about our education system 3.) Injecting technology into the classroom 4.) Education experience curation in today's world  5.) How feedback is the single most important driver in positive change Huge thanks to Chris for coming on the show and featuring his work and efforts in pushing the education technology space into the futureClick here to learn more about Chris Hull Click here to learn more about Otus 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, guest

In episode #121 of The CXChronicles Podcast we welcomed Brandon Dufour, CEO at The Next Street based in Watertown, CT.Getting  a driver's license is a big deal. It shouldn't be a big hassle. The Next Street makes it easy. They are the national leader in driver's education. Brandon's company celebrates employees, invests in employee happiness inside and outside of work and gives their team the tools they need to be the best versions of themselves.The Next Street was founded in 2009 when Brandon and his team spotted an opportunity to make a splash in the education industry. Over the last 10+ years, his team has been able to grow revenue by 800% and now service the entire state of Connecticut. Episode #121 Highlight Reel:1.) How do you determine what your company stands for? 2.) Baking customer centricity into your business DNA 3.) Identifying the driving factors of the customers that you serve 4.) Employee happiness drives revenue & profits  5.) Allowing customer & employee feedback

In episode #120 of The CXChronicles Podcast we welcomed Paul Rutter, Founder & CEO of Smooth Sailing Communication & Cruise & Entertainment Director at Royal Caribbean, one of the world's largest cruise line operators!After spending 25+ years in the hospitality industry, Paul has discovered how to go beyond a “perfect” customer experience. Being on the high seas has taught him that through approaching customer service with the intent to exceed his customer’s expectations, rather than just meet them, higher levels of customer satisfaction, retention, loyalty, and repeat business can be experienced. As a Senior Executive, Paul has managed and guided some of the largest and most luxurious cruise ships in the world, taking him to speak on stages all over the globe where living with his customers, clients and co-workers was a way of life. Paul is author of "Repeat Business, Inc: The Business of Staying in Business", an Advanced Communicator in Toastmasters International, and a member of

In episode #119 of The CXChronicles Podcast we welcomed Dr. Daryl Connolly, MD working as a Pulmonologist at the Geisinger Wyoming Valley Medical Center based in Wilkes-Barre, PA.Dr. Connolly is a board-certified and fellowship-trained specialist in pulmonary and critical care medicine. He attended Saba University School of Medicine, where he earned his medical degree. He completed his residency at Bridgeport Hospital. Dr. Connolly completed his pulmonary fellowship at Norwalk Hospital and his critical care fellowship at Yale-New Haven Hospital in New Haven, Conn. He is certified by the American Board of Internal Medicine in critical care medicine and pulmonary disease.Dr. Daryl and Adrian talk through The Four CX Pillars from a healthcare practitioner point of view and discuss how today's world is focusing on optimizing the future of patient experiences. Episode #119 Highlight Reel: 1.) Why the healthcare space is a massive business 2.) Patient experience is the new normal 3.) Modern healthcare teams &a

In episode #118 of The CXChronicles Podcast we welcomed Armen Petrosian, Co-Founder & CMO at DISQO in Los Angelas, CA. DISQO was founded in 2014 by a team with deep roots in technology and analytics. Its commitment to providing accurate data depicting the complete view of the consumer is at the core of the company's success.DISQO provides BEHAVIORAL and OPINION data empowering clients to discover what consumers do and how they think. The company has built the largest first-party behavioral data source enabling brands and insights professionals to gain a competitive edge by harnessing data that was previously inaccessible. Episode 118 Highlight ReelWhat is behavioral and opinion data?How DISQO built its teamCreating audience expertsLeveraging consumer insights to grow your businessUsing customer data to get aheadHuge thanks to Armen and his team for coming on the show and featuring their work and efforts in pushing the customer data space much further along into the future! Click here to learn more ab

In episode #117 of The CXChronicles Podcast we welcomed Max Gladysh, the Managing Director and Co-Founder of BotsCrew in Ukraine. In 2016, Max  started BotsCrew with one simple goal - create successful chatbots for businesses. And this vision ended up becoming a reality. Today Max and his team happen to work with great companies all over the world, from Start-ups that raised more than 10M now, to Fortune 500 companies. Creating chatbots, that are exceeding their ROI expectations.The BotsCrew team  built an enterprise chatbot platform that helps you to create, manage, and update your bots with zero coding skills required.BotsCrew users can now integrate their favorite tools in one inbox, speak many languages, and provide instant answers from your knowledge base or living playbooks. Episode 117 Highlight Reel: 1) Build bots to improve CX in today's world  2) How bots can make your customers even happier 3) Building & populating living playbooks = tomorrow's BOT's answers & logic 4) How yo