Cx Chronicles Podcast

In episode #96 of The CXChronicles Podcast we welcomed Robin Marcenac, Head of Customer Experience & Success at Pypestream to talk with the CXNation.Robin talks with Adrian and the CXNation about his customer experience leadership journey helping to build customer support teams and strategies at companies like IBM and Pypestream in New York City. In this episode you will hear from a customer focused business leader that is responsible for global implementations, customer support and customer success for enterprise clients subscribing to Pypestream’s conversational AI platform.Robin is focused on managing a cross-functional team of project managers, solution designers, data scientists and integration developers building tailored dialog flows and custom NLU models for key business use cases. Robin collaborates directly with Product and Engineering team leads to review and prioritize customer feature requests, as well as to support and resolve bugs and incidents.Listen to this episode today to learn a ton of

In episode #95 of The CXChronicles Podcast we welcomed Kathy Dalpes VP of Global Customer Support at Zendesk to talk with the CXNation.Kathy talks with Adrian about her customer experience leadership journey helping to build the customer support teams and strategies at a plethora of global brands including AT&T, E-Bay, Belkin, Skype, Spotify and Zendesk. In this episode you will hear from an awesome customer focused business leader that has skillfully directed a plethora of multi-language and cultural Customer Support centers for top global companies. Kathy has spent 20+ years cultivating vital relationships with external clients and across internal teams and departments. She has lead large teams and supported leading companies as subject matter expert in customer service and sales management; including inbound/outbound phone, email, Social Media and Community Support channels. As well as delivering superior offshore, near-shore, on-shore, outsourcing customer support leadership.Listen to this episode tod

In Episode #94 of The CXChronicles Podcast we welcomed Brandon Rosipko, Director of Customer Experience Transformation at Alorica. Alorica provides a host of world class services, including logistics and fulfillment. Brandon and his team are proud to passionately serve clients across a plethora of industries including — automotive, financial services, healthcare, retail and tech companies, many in the Fortune 1000. Alorica calls the OC home, headquartered in Irvine, CA, with more than 100,000 employees in 100 locations across the globe.Brandon chats with Adrian about The Four CX Pillars; Team, Tools, Process and Feedback and how he and the CX and Marketing team at Alorica work with their customers each and every day to grow and scale their business. Feel free to reach out to CXC if you have questions about Alorica or the awesome things that Brandon's team is working on today!Reach Out To CXC Today!Support the showContact CXChronicles Today Tweet us @cxchronicles Check out our Instagram @cxchronicles Cli

In this episode of The CXChronicles Podcast we welcome Jeroen Corthout, CEO of Salesflare in Antwerp Area, Belgium. Salesflare is the intelligent CRM startups and small businesses love to use. It's a zero-input sales pipeline tool that thinks and works for its user, not the other way around.No more manual data entry. Salesflare fills out your address book and keeps track of all interactions with the people you're in contact with. It takes data from social media, company databases, phone, email, calendar and hands it to you in automated customer timelines that tell you everything you need to know. You just have to write the emails, make the calls, and have the coffee.Jeroen and Adrian chat through how Salesflare thinks about The Four CX Pillars and share a bunch of ideas with the CXNation for how your business can continue to sharpen its pipeline management and sales efforts in the future. Huge thanks to Jeroen for coming on the show and sharing his story!   Reach Out To CXC Today!Support the showCon

In this episode of The CXChronicles Podcast we welcomed Megan Holsinger, Director of Customer Success at JB Sales Training in Boston, MA. Megan works with John Barrows from "The Make It Happen Mondays Podcast". JB Sales Training has become incredibly popular with startup and growth focused companies due to all of John's work with sales training, consulting and design thinking. In this episode Megan shares her personal CX story, talks about the team and mission over at JB Sales Training and gives the listeners a ton of different tips, tricks and ideas for optimizing the Four CX Pillars; Team, Tools, Process and Feedback. Huge thanks to Megan for coming on the show and chatting with the CXNation!  Reach Out To CXC Today!Support the showContact CXChronicles Today Tweet us @cxchronicles Check out our Instagram @cxchronicles Click here to checkout the CXC website Email us at info@cxchronicles.com Remember To Make Happiness A Habit!!

In episode #91 of The CXChronicles Podcast, a brand new CXWeekly Update we talk through the top 10 ways to think about how you can segment customers within your business or customer portfolio. The best companies in the world take time on a regular basis to crunch down every client persona or segment to better understand how they can best serve them. Customer segmentation is one of the easiest ways for your business to develop intricate processes and playbooks for customer success. Listen to Adrian chat with the CXNation about a number of different ways that you can work with your CX, sales, customer operations or customer experience team to begin segmenting customers moving forward. Once you understand the different types of customer segments and personas that fit within your company you can begin to pin point the optimal customer journey maps required to keep them repeat customers with a much higher level of life-time value for your business!Listen to the CXChronicles Podcast today on your favorite podcast p

In this episode of the CXChronicles Podcast we chat through 6 reasons to invest in customer feedback within your business. Collecting, measuring, analyzing and understanding what to do with customer feedback is becoming priceless as more companies understand the power of customer feedback mediums like NPS, CSAT, CES and Product Scoring. In this week's CXWeekly Update Adrian chats through a number of different tips and ideas for how you need to think about investing in customer feedback for your business. Thanks for listening to the CXChronicles Podcast -- signup on our website for future updates.  Be sure to check out our website at www.CXChronicles.com and remember to make happiness a habit! Reach Out To CXC Today!Support the showContact CXChronicles Today Tweet us @cxchronicles Check out our Instagram @cxchronicles Click here to checkout the CXC website Email us at info@cxchronicles.com Remember To Make Happiness A Habit!!

In this episode of The CXChronicles Podcast we welcome Brian Wallace to the show. Brian is the Founder of NowSourcing, based out of Louisville, KY. NowSourcing is the nation's premier infographic design agency. Brian and his team perfected the art and science of telling a compelling story through incredible visuals, backed by vetted data and research, and disseminating it throughout online mediums and social media. If you've been online any time recently, chances are you've seen their work.NowSourcing is an award winning nationally recognized infographic design agency. Founded in 2006, NowSourcing has strong roots in the human and technical nuances of the web.Brian also spends part of his time as a Google Small Business Advisor to help select entrepreneurs with everything from marketing to design and general business advise. Brian and Adrian chat through a number of different ideas for how your business or team can begin to use the power of infographics, visual design, colors and graphics to te

In this episode of the CXChronicles Podcast we welcomed Ian Reynolds, Partner at Zibtek. Zibtek offers Full stack development, Web design, and Digital marketing. Ian's team of experts serve Fortune 500s to midsize businesses and startups. They have agile methodologies that they offer clients to effectively handle software projects of any scale and complexity, quickly and cost effectively.Zibtek has 250 + experienced engineers, managers, and technology professionals collaborate between our 3 global locations and serve our clients throughout the entire software development lifecycle.Listen to this episode now to learn more about how Ian and his team at Zibtek thinks about the Four CX Pillars; Team, Tools, Process, and Feedback. Huge thanks to Ian for coming on the show and sharing his story with the CXNation! Reach Out To CXC Today!Support the showContact CXChronicles Today Tweet us @cxchronicles Check out our Instagram @cxchronicles Click here to checkout the CXC website Email us at info@cxchronicles.com

In this episode of the CXChronicles Podcast we talk about 6 reasons why your business strategy isn't working. Based on a recent Harvard Business Article, written by Michael Beer, which does a great job highlighting 6 key areas that you need to think about while building and scaling your startup or business. #1 -- Unclear values and conflicting priorities #2 -- Ineffective Senior Leadership #3 -- Ineffective Leadership Styles #4 -- Poor Coordination and Delivery #5 -- Inadequate Leadership Development # 6 -- Inadequate Vertical Communication Be sure to listen to this episode if you are looking for some tips or ideas around optimizing your business strategy and building a scalable world-class customer experience. Focused on the Four CX Pillars: Team, Tools, Process and Feedback. Huge thanks to all of you in the CXNation for tuning in and listening to the CXChronicles Podcast, where each week we talk with customer focused business leaders about building and scaling their companies and teams! Reach Out To CX

In this episode of the CXChronicles Podcast we welcome Ashvin Vaidyanathan, Chief Customer Officer at Gainsight. Gainsight’s innovative customer-centric technology is driving the future of customer success. The company’s Customer Cloud offers a powerful set of solutions focused on customer success, product experience, revenue optimization, customer experience, and customer data, that together enable businesses to put the customer at the center of everything they do. Ashvin talks with the CXNation about how he and his team over at Gainsight think about the Four CX Pillars; Team, Tools, Process and Feedback.Listen to this episode if you are thinking about how you can build your company and team into the future by focusing on the power of customer experience!  Reach Out To CXC Today!Support the showContact CXChronicles Today Tweet us @cxchronicles Check out our Instagram @cxchronicles Click here to checkout the CXC website Email us at info@cxchronicles.com Remember To Make Happiness A Habit!!

In this episode of the CXChronicles Podcast we talk through a bunch of ideas and tips for thinking through how you and your team can get better at collaborating in a remote working environment. Some companies are better than others at adapting to the changing times. In this episode we give you ideas around compensation, metrics, goals, alignment and more! Check us out CXChronicles.com today! Reach Out To CXC Today!Support the showContact CXChronicles Today Tweet us @cxchronicles Check out our Instagram @cxchronicles Click here to checkout the CXC website Email us at info@cxchronicles.com Remember To Make Happiness A Habit!!

In this episode of the CXChronicles Podcast Adrian dives into a bunch of different ideas for the CXNation around best practices for your customer facing team as we continue to fight through the COVID19 experience. Companies across the world have been forced to adapt, evolve, and update their teams, tools, process and feedback over the past 2+ months. In this episode of the podcast we get into several ideas that revolve around relationships, core values, responding to customers, expectation setting, ownership, approval and as always leadership best practices. Be sure to listen to the show on your favorite podcast player today! Reach Out To CXC Today!Support the showContact CXChronicles Today Tweet us @cxchronicles Check out our Instagram @cxchronicles Click here to checkout the CXC website Email us at info@cxchronicles.com Remember To Make Happiness A Habit!!

In this week's episode of the CXChronicles Podcast we welcome GQ Fu Co-Founder of LTVplus. LTVplus works with your business to build and manage your own dedicated teams of live chat agents, customer support agents, social media support, back-office support, and content translators.Some of their bread and butter offerings include: Live Chat, Customer Success, Outreach, Customer Support, Pre-sales, Customer Acquisition, Customer Retention, Content Marketing, Technical Support, and customer experienceGQ and Adrian chat through the Four CX Pillars; Team, Tools, Process and Feedback and discuss a number of different ways that you can grow your business and team through the power of customer experience!Reach Out To CXC Today!Support the showContact CXChronicles Today Tweet us @cxchronicles Check out our Instagram @cxchronicles Click here to checkout the CXC website Email us at info@cxchronicles.com Remember To Make Happiness A Habit!!

In this episode of the CXChronicles Podcast we welcome Steve Scher to chat through his personal story becoming a customer focused business leader. Steve Scher is a business advisor for entrepreneurs, small business owners, franchise owners, and aspiring entrepreneurs. As a business mentor, professional speaker, and acclaimed author of High Risk, High Reward, Steve guides business owners to achieve ultimate success and financial freedom.During his 14 years as CEO, Steve worked hard to overcome many business challenges and all the curve balls that most entrepreneurs experience throughout their careers. In the process, he honed his leadership skills, learned the true value of employees, and understood the importance of creating a great culture.Over the years, Steve forged his business into a leading temporary staffing company with 18 offices nationwide, hundreds of loyal employees, and $50 million in annual revenue. This temporary staffing solutions company specializes in hospitality, foodservice, convention, an

In this brand new CXWeekly Update episode #81 from CXChronicles, we dive into a bunch of tips, tricks and FREE advice around how you should be optimizing your remote CX efforts in the midst of the COVID-19 pandemic. Listen to this episode if you want to learn more about how you can move your business, team and customer base into this new type of "remote or digital experience" curation optimization.We've had a number of conversations with customer focused business owners, CEOs and a plethora of customers who all weighed in on their current experiences over the past 4 weeks. This episode applies to both your customer and employee experience optimization during this difficult time. You will pick up several ideas for how you need to prepare your business, customers and employees for life post COVID-19. Thanks as always to everyone in the CXNation for listening to the CXChronicles Podcast and remember to check out our brand new book on Amazon "The Four CX Pillars To Grow Your Business Now -- Th

In this episode of CXChronicles Podcast we welcome Brian Merz from Slack in New York City! Brian helps to lead up the customer experience (CX) team over at Slack. Brian shares an awesome story about his personal customer focused business leader journey as well as what its like to work at one of the hottest companies in the world today. Throughout this entire COVID-19 (Cornavirus) experience -- Slack has been most technology companies go to tools for keeping connected and in touch with their customers and teams. Channels are popping up across the world to keep folks connected. Brian chats through the Four CX Pillars; Team, Tools, Process and Feedback and gives us a ton of valuable ideas and exercises to think about about within our own businesses, startups or growth focused companies. Huge thanks to Brian for coming on the show and sharing his story with the CXNation! Listen now on your favorite podcast player; Itunes, Spotify, Stitcher or the CXChronicles website. Remember to make happiness a habit folks! Rea

In this episode of the CXChronicles Podcast we jump into a brand new CXWeekly update related to some of the things you and your team can do to help your customers manage the recent COVID19 (Coronavirus) outbreak that we are all experiencing. Customer experience, customer service, customer sales teams and any other customer facing reps are currently fighting the COVID19 outbreak on a different type of "front line" across the globe right now. The news continues to highlight how millions of customers across the world have been looking for status updates, payment updates, order cancellations, etc. This has already proven to have a crippling impact on global markets near and far and will likely continue to show its ripple effects for the next year (or years) to come in the future. In this episode of the CXChronicles Podcast, Adrian hops into a number of different ideas with the CXNation around how they can begin to think about managing remote teams, using Slack to stay in touch, and a huge announcement a

In this episode of the CXChronicles we share a ton of valuable tips, tricks and best practices for customer journey mapping. For any customer experience or inside sales manager looking for new ways to improve and fine-tune your customer facing team's performance -- listen to this episode now! Jim Tincher has had the fortune of working with a plethora of incredible Fortune 500 companies to map their customer journeys and find easy wins for maximizing their overall customer performance. Listen to CXChronicles to learn more about how you can grow your business through the power of customer experience -- learning from incredible customer focused business leaders! If you are a startup founder, executive or leader that works with customers every day then this is the podcast for you. Reach Out To CXC Today!Support the showContact CXChronicles Today Tweet us @cxchronicles Check out our Instagram @cxchronicles Click here to checkout the CXC website Email us at info@cxchronicles.com Remember To Make Happiness A

In this episode of the CXChronicles Podcast we welcomed Mike Wittenstein from Storyminers. Mike has honed his unique approach as IBM’s official eVisionary. Since then, leaders at brands like Adobe, Chick-fil-A, Apple, Transitions, LeasePlan, and Delta have brought Mike in for his strategic skills and warm personal style as a C-Suite advisor, technology integrator, data interpreter, credentialed Customer Experience designer, and multi-lingual event speaker. Mike has helped hundreds of leaders pull all the pieces together to tackle tough, high-stakes issues, while winning accolades too numerous to count in the retail, tech and services sectors. Listen to today's episode to learn more about gaining buy in today's world and constantly thinking about how you can improve your company's customer experiences! Reach Out To CXC Today!Support the showContact CXChronicles Today Tweet us @cxchronicles Check out our Instagram @cxchronicles Click here to checkout the CXC website Email us at info@cxchronicles