Shows
CXChronicles PodcastCXChronicles Podcast 187 with Mark Slatin, Founder at EmpoweredCXHey CX Nation,In this week's episode of The CXChronicles Podcast #187 we welcomed Mark Slatin, Founder at EmpoweredCX based in Lewes, Delaware. Mark helps his clients by listening to them and really understanding their goals, vision, and challenges. Whether you are just launching or ready to take the journey to the next level, Mark leverages his "real world" experience that only comes from serving as a CX practitioner across multiple businesses & industries over the years.His focus for the last decade has been leading an award-winning CX journey from launch to maturity at San...2022-11-2244 minCXChronicles PodcastCXChronicles Podcast 162 with Tony Sternberg, Co-Founder and CEO at ProsperStackHey 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...2022-03-2244 minCXChronicles PodcastCXChronicles Podcast 161 with James Dodkins, CS Ambassador at PegaHey 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. ...2022-03-1548 minCXChronicles PodcastCXChronicles Podcast 160 with Lisa Marie Fortier, Senior Vice President at Engine InsightsHey 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 & ins...2022-03-0741 minCXChronicles PodcastCXChronicles Podcast 159 with Ugis Balmaks, Founder & Managing Director at RecruiterMillHey 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...2022-03-0142 minCXChronicles PodcastCXChronicles Podcast 158 with Jonathan Shroyer, Chief Experience Officer at AriseHey 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 securi...2022-02-2245 minCXChronicles PodcastCXChronicles Podcast 157 with Ryan Stuart, CEO at KapicheHey 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.Lis...2022-02-1552 minCXChronicles PodcastCXChronicles Podcast 156 with Daniel Rodriguez, Chief Marketing Officer at SimplrHey 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.2022-02-0852 minCXChronicles PodcastCXChronicles Podcast 155 with Michael Yinger, COO & Co-Founder at Resume SieveHey 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...2022-02-0243 minCXChronicles PodcastCXChronicles Podcast 154 with Gaurav Bhattacharya, CEO at Involve AIHey 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....2022-01-2545 minCXChronicles PodcastCXChronicles Podcast 153 with Jeff Rosenblum, Founding Partner of QuestusHey 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 w...2022-01-1843 minCXChronicles PodcastCXChronicles Podcast 152 with Sam Ruben, Chief Sustainability Officer at Mighty BuildingsHey 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...2022-01-1146 minCXChronicles PodcastCXChronicles Podcast 151 with Slobby Robby, Founder at Generation CoolHey 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...2022-01-0444 minCXChronicles PodcastCXChronicles Podcast Episode 150 with Fred Reichheld, Bain Fellow @ Bain & CompanyHey 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 employe...2021-12-2844 minCXChronicles PodcastCXChronicles Podcast 149 with Michael Epstein from PostPilotHey 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 hi...2021-12-1336 minCXChronicles PodcastCXChronicles Podcast 148 with Simon Severino, CEO at Strategy SprintsHey 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 P...2021-12-0841 minCXChronicles PodcastCXChronicles Podcast 147 with Mike Myer, CEO at QuiqHey 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, To...2021-11-2944 minCXChronicles PodcastCXChronicles Podcast 146 with Chelsea Bedard, Chief Revenue Officer at CannHey 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 bac...2021-11-2439 minCXChronicles PodcastCXChronicles Podcast 145 with Jason Hennessey, CEO at Hennessey DigitalHey 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...2021-11-1743 minCXChronicles PodcastCXChronicles Podcast 144 with Dave Withers, CEO at VertisHey 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 som...2021-11-0935 minCXChronicles PodcastCXChronicles Podcast 143 with Eli Schwartz, Growth Advisor & NYT Best Selling AuthorHey 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 shar...2021-11-0334 minCXChronicles PodcastCXChronicles Podcast 142 CXWeekly Update Top Ideas For End Of Year CX/CS AuditHey 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...2021-11-0113 minCXChronicles PodcastCXChronicles Podcast 141 with Jesson Bradhshaw, CEO at Energy OgreHey 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 al...2021-10-2747 minCXChronicles PodcastCXChronicles Podcast 140 with Nathan Foy, CEO at FortisHey 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...2021-10-1837 minCXChronicles PodcastCXChronicles Podcast 139 with Jose Herrera, CEO at Hire Horatio CXHey 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 Pilla...2021-10-1130 minCXChronicles PodcastCXChronicles Podcast 135 with Dennis Yu, CEO at BlitzMetricsHey 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...2021-09-1442 minCXChronicles PodcastCXChronicles Podcast Episode 119 with Dr. Daryl Connolly, MDIn 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...2021-04-2841 minCXChronicles PodcastCXChronicles Podcast Episode 116 with Chris Thomas, Short-Term Real Estate ExpertIn episode #116 of The CXChronicles Podcast we welcomed Chris Thomas, a short-term real estate investor and Airbnb guest & host experience expert based out of San Diego, CA.Chris Thomas spends a substantial amount of time in the real estate world. Where he invests in Airbnb hosting and management for short term rentals across the US. He's even written books and does regular coaching programs for new folks trying to enter the short-term space. In this episode Adrian and Chris talk through The Four CX Pillars; Team, Tools, Process & Feedback™️.Chris gives the listener a to...2021-03-2939 minCXChronicles PodcastCXChronicles Podcast Episode 115 with Jim Coleman, Co-Founder at xFusionIn episode #115 of The CXChronicles Podcast we welcomed Jim Coleman, Co-Founder of xFusion in Boulder, CO. xFusion provides tier 1 and tier 2 customer support, customer success, and back-office processing for startups. Jim and his team offer a hands-off experience that empowers makers to make & growers to grow. They add value to their clients by allowing business owners to focus on their highest priorities and best use of time.In this episode Adrian and Jim talk through The Four CX Pillars; Team, Tools, Process & Feedback. Plus talk through a ton of interesting new themes, trends...2021-03-1533 minCXChronicles PodcastCXChronicles Podcast Episode 114 with Jake Sorofman & Ross G D. FultonIn episode #114 of The CXChronicles Podcast we welcomed Jake Sorofman, President of MetaCX based out of Indianpolis, IN and Ross G D. Fulton Founder and CEO of Valuize based out of Vancouver, Canada. MetaCX is pioneering a new outcomes-based approach for managing the entire customer lifecycle by transforming how suppliers and buyers collaborate and win together. MetaCX helps align sales, success and delivery teams around real business impact that customers can see. Headquartered in Indianapolis, MetaCX has raised $24.5 million from Upfront Ventures, High Alpha, Greenspring, BIP Capital and Silicon Valley Bank, and is led by former executives...2021-03-0330 minCXChronicles PodcastCXChronicles Podcast Episode 113 with Kevin Richman from ColumnIn episode #113 of The CXChronicles Podcast we welcomed Kevin Richman, Head of Customer Experience at Column in Washington, D.C. In this episode, Adrian and Kevin have an incredible discussion about a massive space that many people probably don't know a ton about, public interest information and notifications. Kevin has a super interesting back ground for a modern CX'er, he has studied, been involved, and led innovation in the private and public sector for the past 12 years with governments all over the world, the US Government, non-profit, and start-ups.Column is the first...2021-02-2536 minCXChronicles PodcastCXChronicles Podcast Episode 112 Klaus-M. Schremser Building Growth at UsersnapIn this episode #112 of The CXChronicles Podcast we had the pleasure of chatting with Klaus-M. Schremser from Usersnap about Growth, CX, and what it takes to build, scale and sell a company. Klaus is a serial founder and (co-)founded two software companies that got acquired - Gentics (by APA) and Wikidocs (by Atlassian). His entrepreneurial scars are from doing enterprise sales, marketing, growth hacking, development of digital products, team building & leading the last 20 years. He also happens to be a enthusiastic triathlete and an advocate for lifelong learning. Klaus even published a bestseller book!...2021-02-1037 minCXChronicles PodcastCXChronicles Podcast Episode 111 Aaron Scott Young, Chairman of Laughlin Associates, Inc.In episode #111 of The CXChronicles Podcast we welcomed Aaron Scott Young, Chairman of Laughlin Associates, Inc. & Founder of The Unshackled Owner. As a serial entrepreneur, Aaron has been involved in starting, buying and selling numerous multi-million dollar businesses and in 2001 he purchased Laughlin Associates, a leader in the incorporation industry since 1972.As Chairman of the board of Laughlin Associates, Aaron has worked with over 200,000 businesses across all industries in the market.In addition to Aaron’s success with Laughlin Associates, he has continued to expand his repertoire into the educational market, as well as a...2021-01-2836 minCXChronicles PodcastCXChronicles Podcast Episode 110 with Nicole Garberg VP of CX at EngineIn episode #110 of The CXChronicles Podcast we welcomed Nicole Garberg, VP of CX at Engine based in the Minneapolis-St.Paul area. Engine is a new kind of data-driven marketing solutions company. Powered by data, driven by results and guided by people, we help our clients make connections that count—leading to bottom line growth, an inspired workplace and business transformation. With global headquarters in New York and 17 offices across North America, the UK, Europe and Asia-Pacific, Engine offers clients a vast range of marketing solutions—from insights and content to distribution and technology.Nicole...2021-01-1938 minCXChronicles PodcastCXChronicles Podcast 109 Doug Miller, CEO of Brightworks GroupListen to episode #109 of The CXChronicles Podcast with Doug Miller, CEO of Brightworks Group from Indianapolis, IN. Doug brings over 30+ years of technology and team building experience into this episode. Brightworks is a Technology Success Provider. Doug and his team have been delivering consistent, predictable results for their customers for nearly 10 years now. Predictable results from your technology means more productivity from your team. That means better margins and improved profits. It means tangible business results.In Episode 109 -- Doug and Adrian talk through The Four CX Pillars; Team, Tools, Process and...2021-01-1139 minCXChronicles PodcastCXChronicles Podcast Episode 108 with Oliver Ginsburg Head of Customer Experience at PublicIn this episode of The CXChronicles Podcast we welcomed Oliver Ginsburg, Head of Customer Experience @ Public in New York City. Public.com is the social investing network where members can own fractional shares of stocks and ETFs, follow popular creators, and share ideas within a community of investors.In short, Public makes the stock market social and allows its users to discover companies to believe in and invest with any amount of money.Listen to Episode #108 as Oliver and Adrian chat through The Four CX Pillars; Team, Tools, Process and Feedback. Ol...2021-01-0434 minCXChronicles PodcastCXChronicles Podcast Episode 107 with Tom Ottaiano CEO of Today's BusinessIn this episode of the CXChronicles Podcast Episode #107 we welcomed Tom Ottaiano, CEO of Today's Business in New Jersey! Today's Business is a digital marketing agency managing multi-channel campaigns that help their clients sell their products and communicate their story to the best possible audiences ultimately leading to a premium result. Today's Business utilizes data and analytics to consistently improve each of its services, creating sustainable, long term, and transparent successes for their clients. They work with a plethora of professional athletes, awesome emerging brands and even a professional sports league on the ris...2020-12-2133 minCXChronicles PodcastCXChronicles Podcast Episode 106 with Mark Victor Hansen & Crystal Dwyer HansenIn this episode of The CXChronicles Podcast #106 we welcomed Mark Victor Hansen & Crystal Dwyer Hansen to talk with the CXNation. Mark Victor Hansen is is an American inspirational and motivational speaker, trainer and author. He is best known as the founder and co-creator of the Chicken Soup for the Soul book series, setting world records in book sales, with over 500 millions books sold. His energy and exuberance travels still further through mediums such as television (Oprah, CNN and The Today Show), print (TIME, US News & World Report, USA Today, The New York Times and Entrepreneur) a...2020-12-1428 minCXChronicles PodcastCXChronicles Podcast Episode 105 with Saksham Sharda CIO at OutgrowIn episode #105 of The CXChronicles Podcast we welcomed Saksham Sharda, CIO at Outgrow in New York City. Outgrow helps you create beautiful, interactive calculators, quizzes, recommendations, polls, and chatbots to delight your customers & generate leads, all with no code required.Saksham specializes in marketing and web development. Particularly in data collection, analysis, filtering, and transfer by the means of widgets, applets and dynamic content. Interactive, cultural, and trending widgets designed by Saksham have been featured on ProductHunt, TrendHunter, Flipboard, New York Marketing Association, TechCrunch, GitHub, HackerNews, Feedly, NetVibes, FactoryBerlin, Digimarcon World Silicon Valley, YC...2020-12-0833 minCXChronicles PodcastCXChronicles Podcast Episode 104 with Michael Loban, Chief Growth Officer at InfoTrustIn Episode #104 of The CXChronicles Podcast we welcome Michael Loban, Chief Growth Officer at InfoTrust based out of Cincinnati, OH. Michael is the Co-Founder and Chief Growth Officer of InfoTrust, a premier digital analytics consulting and technology company. They work with global brands to optimize the collection, management, and understanding of their digital marketing data. Michael and his team are passionately dedicated to helping companies make better decisions through data.Tune into this episode to listen and learn from Adrian/Michael as they talk through a number of different ways to leverage data within your b...2020-11-3033 minCXChronicles PodcastCXChronicles Podcast Episode 103 with Megan Bowen from Refine LabsMegan Bowen has worked at some incredible startup and scale-up companies including; Echalk, ZocDoc, GrubHub, Managed by Q and Refine Labs to name a few. Megan is an operator, a problem solver and a customer advocate who has a proven track record of building and leading teams that scale and succeed. She has experience working across early-stage startups and later-stage companies primarily focused on B2B account management, customer success, sales, customer service, and operations. Megan is an action-oriented leader who has been delivering results across a variety of functions to drive several renown organizations forward into the...2020-11-2340 minCXChronicles PodcastCXChronicles Podcast Episode 102 with Merrill Chandler, Founder of Get FundableEpisode 102 of The CXChronicles Podcast is now live, listen to this week's show as we welcome Merrill Chandler from Get Fundable to chat with Adrian and The CXNation. For over 25 years, Merrill Chandler, a co-founder of Lexington Law Firm, has been the pointy-edge-of-the-spear regarding the education of Borrowers in how to improve their borrowing opportunities and success.During that time, Merrill developed a process to optimize personal and business credit profiles to improve a borrower’s “Fundability.” Based upon this concept, he founded GetFundable.com to deliver his revolutionary technology to entrepreneurs, business owners, and real es...2020-11-1632 minCXChronicles PodcastCXChronicles Podcast Episode 101 with Chip BellListen to episode 101 of The CXChronicles Podcast where we welcomed Chip Bell, Author, Speaker and Consultant!Chip and Adrian talk through The Four CX Pillars; Team, Tools, Process and Feedback and Chip gives the listener tons of ideas for how they can improve the customer experience and service within their company and team. Chip is a world-renowned authority on customer loyalty, partnership and service innovation, he has written over 700 articles and blogs for business journals and magazines. He has appeared live on CNN, CNBC, CNN, Fox Business, Bloomberg TV, ABC, and his work has been f...2020-11-0930 minCXChronicles PodcastCXChronicles Podcast Episode 100 Celebrating the 100th Episode MilestoneIn this episode of the CXChronicles Podcast we celebrate hitting a huge milestone in the podcasting world, this is our 100th episode of the show!Most podcasts typically never live to see their 100th episode. In this week's episode Adrian chats with the CXNation about the journey towards 100+ episodes and meeting with incredible customer focused business owners and leaders across the world. He shares some of the staggering podcast stats from 2020 + his major reflections and advice for new podcasters aiming to get to 100+ episodes!Listen on your favorite podcast player today an...2020-10-2917 minCXChronicles PodcastCXChronicles Podcast Episode 99 Tyler Ornstein CEO at Tyler's CoffeeListen to Episode 99 of The CXChronicles Podcast with Tyler Ornstein, CEO at Tyler's Coffee! Founded in 2004 by Tyler Ornstein, Tylers Coffees® was born out of necessity. Tyler's dad was told by his physician that he could no longer drink coffee due to its acidity. Realizing that drinking coffee is more of a lifestyle choice than just a beverage, Tyler and his father felt a strong need to create an acid free coffee. After careful research and engineering, Tylers Coffees® was born.They offer their customers a wide variety of acid-free coffees. Tyler shares his story wit...2020-10-2032 minCXChronicles PodcastCXChronicles Podcast Episode 98 with Daniel Ramsey CEO MyOutDeskIn this episode of CXCP we welcomed Daniel Ramsey, CEO of MyOutDesk. Daniel talks with Adrian and the CXNation about building and growing his business and how he and his team have approaching optimizing The Four CX Pilars. Founded in 2008, MyOutDesk, LLC is one of the largest & most trusted virtual assistant staffing companies in the USA, with over 6,000 clients across industries including real estate, mortgage, IT/tech, human resources, healthcare and more!Listen to this episode to learn from another amazing customer focused business leader who has been able to build a stable of amazing c...2020-10-1332 minCXChronicles PodcastCXChronicles Podcast Episode 97 with Mark McClure EVP Customer Experience at Babel StreetCheck out episode 97 of The CXChronicles Podcast, this week we welcomed Mark McClure, EVP Customer Experience at Babel Street in Washington, D.C.Mark has 25+ years of customer experience, customer success and customer focused business leadership experience. Today Mark leads all post-sale customer facing activities including Onboarding, Training and Customer Support at Babel Street.Babel Street makes sense of large tracts of multi-lingual data in near real-time. Babel Street assigns and charts sentiment for social media in over 20 major world languages. Users identify themes, entities, and categories, as well as detect relationships, within t...2020-10-0742 minCXChronicles PodcastCXChronicles Podcast Episode 96 with Robin Marcenac Head of CX at PypestreamIn 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 tea...2020-09-2836 minCXChronicles PodcastCXChronicles Podcast Episode 95 Kathy Dalpes VP of Global Customer Support at ZendeskIn 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 wi...2020-09-2133 minCXChronicles PodcastCXChronicles Podcast Episode 94 with Brandon Rosipko, Director of CX Transformation at AloricaIn 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...2020-09-0933 minCXChronicles PodcastCXChronicles Podcast Episode 93 with Jeroen Corthout CEO of SalesflareIn 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 e...2020-09-0130 minCXChronicles PodcastCXChronicles Podcast Episode 91 CXWeekly Update Top 10 Ways to Segment CustomersIn 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 tha...2020-08-1817 minCXChronicles PodcastCXChronicles Podcast Episode 90 CXWeekly 6 Reasons to Invest in Customer FeedbackIn 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 upd...2020-08-1010 minCXChronicles PodcastCXChronicles Podcast Episode 89 with Brian Wallace Founder of NowSourcingIn 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 t...2020-07-2732 minCXChronicles PodcastCXChronicles Podcast Episode 84 CXWeekly Update COVID19 CX Best PracticesIn 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...2020-05-1515 minCXChronicles PodcastCXChronicles Podcast Episode 83 with GQ Fu Co-Founder of LTVplusIn 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 th...2020-04-2436 minCXChronicles PodcastCXChronicles Podcast Episode 82 with Steve ScherIn 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 l...2020-04-1635 minCXChronicles PodcastCXChronicles Podcast Episode 81 CXWeekly Update Remote CX OptimizationIn 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 t...2020-04-1114 minCXChronicles PodcastCXChronicles Podcast Episode 79 CXWeekly Update COVID19 CX IdeasIn 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 h...2020-03-2115 minCXChronicles PodcastCXChronicles Podcast Episode 76 CXWeekly on Optimizing Your CXIn this episode of the CXChronicles Podcast we talk you through building your own personalized customer experience and customer service path for success in 2020. Optimizing your customer experiences are an intricate part in growing your company or startup. Listen to Adrian talk with the CXNation about the 5 key areas that you need to focus on with your team this year. In this episode you will learn about customer journey maps, knowing your customers inside and out, building customer portfolios, training and educating your customer service agents and more! If you have been thinking about ways that you can improve...2020-02-0816 minCXChronicles PodcastCXChronicles Podcast Episode 73 with JT McCormick CEO of Scribe MediaIn this week's episode of the CXChronicles Podcast we welcomed JT McCormick, CEO of Scribe Media based out of Austin, TX. Scribe Media works with thousands of amazing authors helping them to formulate, write, and publish their work from start to scratch. Scribe Media has sold over 20 million books and have over 150 New York Times, Wall Street Journal and USA Today best sellers. JT comes on the show and talks with Adrian and the CXNation about his incredible customer focused business leadership experience and personal journey plus what it's been like to work with 4X New York Times Best...2019-12-1844 minCXChronicles PodcastCXChronicles Podcast Episode 72 CXWeekly Update from Comcast CX Technology DayIn this episode of the CXChronicles Podcast Adrian chats through his recent experiences joining the Comcast CX Technology Day 2019 in Philadelphia, PA. Adrian joined an incredible group of CX thought leaders, authors, podcasters and business owners including; Jay Baer, Dan Gingiss, Geno Church, Mitch Joel, Mike Wittenstein, Jackie Hubba, Colin Shaw, Kerry Bodine, Natalie Petouhoff, Marsha Collier, Megan Burns, Steve Walker, Chris Penn, Steve Shapior, Clay Hebert and Jim Tincher. In this CXWeekly update you will learn about how a massive company like Comcast thinks about building, scaling and managing their massive CX and customer service team. We...2019-11-1326 minCXChronicles PodcastCXChronicles Podcast Episode 68 with Alex Genov from ZapposIn this week's episode of the CXChronicles Podcast we welcomed Alex Genov, Head of Customer Research at Zappos in Las Vegas. Alex brings a wealth of experience around customer research, insights, and behaviors and leads up the customer research efforts at Zappos today. Alex chats through the 4 CX Pillars; Team, Tools, Process and Feedback with Adrian and gives the listeners tons of valuable tips, advice and knowledge around how Zappos' manages millions of customers, and purchases each year. Listen to this episode today to learn more about Alex and the Zappos team! Reach Out...2019-09-1744 minCXChronicles PodcastCXChronicles Podcast Episode 67 CXWeekly Update 7 Ideas to Create Amazing CXIn this episode of the CXChronicles Podcast we feature a brand new CXWeekly Update where Adrian speaks with the CXNation about 7 ideas to create amazing CX for your business, startup or growth company. Listen to this CXWeekly Update today and join the CXNation comprised of customer focused business leaders and entrepreneurs all striving to create amazing customer experiences for their customers each and every day. Sign up for future CXChronicles Podcast updates and listen on all of your favorite podcast players Itunes, Spotify, Stitcher and the CXC website and remember to make happiness a habit! Reach Out To...2019-09-1015 minCXChronicles PodcastCXChronicles Podcast Episode 64 -- CXWeekly Update on 6 CX Roles To Consider While Building Your TeamIn this episode of the CXChronicles Podcast Adrian walks through six different CX roles to consider thinking about while building out your customer experience, customer service, customer success or inside sales teams. Having the right employees in the right roles makes a huge difference when it comes to building, scaling and leading your CX team into a growth storm. These different roles have different focus areas that help to steer the CX Ship in the right direction. Listen to this brand new CXWeekly Update to get some ideas and free tips for how you can begin thinking about the...2019-08-2313 minCXChronicles PodcastCXChronicles Podcast Episode 63 -- CXWeekly Update, How CX Has a Direct Impact on Your Company's Bottom Line!In this CXWeekly Update Adrian talks about 4 ways that CX has a direct impact on your company's bottom line. We get into the weeds on the 4 CX Pillars: Team, Tools Process and Feedback. Adrian also talks about updates with the first CXC book "The 4 CX Pillars to Grow Your Business Now -- The Customer Experience Manager Playbook". In less than 15 minutes you will walk away from this episode with a bunch of brand new ideas for how you can leverage your company's CX and customer support to increase your bottom line! Listen to the CXChronicles Podcast on Itunes, Spotify...2019-08-1217 minCXChronicles PodcastCXChronicles Podcast Episode 62 with Andrew Stapleton VP of Customer Success at G2 CrowdIn this episode of The CXChronicles Podcast, Adrian speaks with Andrew Stapleton, VP of Customer Success at G2 Crowd in Chicago, IL. Andrew heads up the customer experience and success team at G2 and comes on the show to talk with the CX Nation about the 4 CX Pillars -- Team, Tools, Process and Feedback. G2 Crowd is a platform for users to share business software reviews in real-time. G2 Crowd leverages more than 500,000+ user reviews to drive better purchasing decisions. Business professionals, buyers, investors, and analysts use G2 Crowd to select the best sof...2019-08-0543 minCXChronicles PodcastCXChronicles Podcast Episode 61 with Erik Huberman, CEO of Hawke Media -Forbes 30 under 30In this episode of the CXChronicles Podcast Adrian and the CX Nation chats with Erik Huberman, Founder and CEO of Hawke Media. Erik Huberman is the founder and CEO of Hawke Media, the fastest growing marketing consultancy in the United States. Launched in 2014, Hawke Media has been valued at $75 million and has grown from seven to over 150 employees. The company has serviced over 1500 brands of all sizes, ranging from startups like Tamara Mellon, SiO Beauty and Bottlekeeper to household names like Red Bull, Verizon Wireless and Alibaba. Hawke Media has taken home numerous industry awards including inclusion o...2019-07-1633 minCXChronicles PodcastCXChronicles Podcast Episode 60 with Roger Dooley - Author, Podcaster, Forbes Contributor & EntrepreneurIn this episode we talk with Roger Dooley about his entrepreneurial journey & the writing of his books Friction & Brainfluence. Roger Dooley is an author and international keynote speaker. His books include Friction: The Untapped Force That Can Be Your Most Powerful Advantage (McGraw Hill, April 26, 2019) and Brainfluence: 100 Ways to Persuade and Convince Consumers with Neuromarketing. He writes the popular blog Neuromarketing and a column at Forbes.com. He is the founder of Dooley Direct, a consultancy, and co-founded College Confidential, the leading college-bound website. That business was acquired by Hobsons, a unit of UK-based DMGT, wh...2019-06-2640 minCXChronicles PodcastCXChronicles Podcast Episode 58 with Dan GingissIn this episode of the CXChronicles Podcast Adrian speaks with Dan Gingiss. Dan is a customer experience keynote speaker, consultant, author and podcaster. His career has spanned multiple disciplines including marketing, customer experience, social media, and customer service. He has held leadership roles at several major brands, including McDonald’s, Humana, and Discover. Learn more at www.dangingiss.com or find him on Twitter at @dgingiss. Listen to this episode today as Adrian & Dan talk through the 4 CX Pillars; Team, Tools, Process & Feedback. Learn from customer focused business leaders via CXChronicles! Reach Out To CXC Today!S...2019-05-3145 minCXChronicles PodcastCXChronicles Podcast Episode 56 with Jeff Gothelf, Author of Lean UX & Sense & RespondIn this episode of the CXChronicles Podcast we are thrilled to have Jeff Gothelf onto the show. Jeff & Adrian chat through all of the details that revolve around customer experience, design experience, user experience, & design thinking. Not only do we cover the 4 CX Pillars of Team, Tools, Process & Feedback but we talk about how they relate to the Lean UX methodology & how every customer focused business leader & executive should be thinking about how to double down on their CX & UX collaboration & orchestration of sales, marketing & overall customer experiences. Listen to the episode now! Reach Out To CXC To...2019-05-0938 minCXChronicles PodcastCXChronicles Podcast Episode 55 -- CXWeekly Update 10 Ways to Boost Customer Empathy SkillsIn this episode of the CXChronicles Podcast, Adrian talks about 10 ways you can boost the customer empathy skills within your customer facing teams. Developing strong customer interaction skills and service recovery skills is going to be a huge part of growing your business or startup into the future. Listen to this episode to get some ideas for how you can improve this area within your team today!Check us out at www.CXChronicles.com today! Reach Out To CXC Today!Support the showContact CXChronicles Today Twe...2019-04-1819 minCXChronicles PodcastCXChronicles Podcast Episode 54 CXWeekly Update Voice Search & Smart Speakers CXIn this episode of the CXChronicles Podcast Adrian dives into the CXWeekly based all around voice search, smart speakers, alexa, google home, siri and more. The net of it is voice is on the rise but are you thinking about how this will impact your business? Better yet are you aware of what your business competition is doing around this same space? Check out this week's episode to learn more about what consumers are searching for by voice and how you can start thinking and planning ahead to remain on top of your future customer experience trends! R...2019-03-2114 minCXChronicles PodcastCXChronicles Podcast Episode 53 with Kyle McSlarrow SVP of Customer Experience & Journey Design from ComcastIn this episode of the CXChronicles Podcast Adrian speaks with Kyle McSlarrow SVP of Customer Experience and Journey Design at Comcast. Kyle tells his story about what it's like working to lead the customer experience, customer service and experience design efforts at Comcast. He also talks with the CXNation about how Comcast was able to increase their overall NPS performance and make their customers and employees happier in the process. Plus Kyle offers tips and advice for how founders and executives can think about increasing their companies overall focus on customer experience and customer success in the future. Kyle...2019-03-1144 minCXChronicles PodcastCXChronicles Podcast Episode 52 with Claire Boscq-Scott Global Customer Service GuruIn this episode of the CXChronicles Podcast we speak with Claire Boscq-Scott a CX expert, author, speaker and Global Guru on the topic of what it takes to manage and serve customers and employees in today's world. Claire and Adrian chat through the 4 CX Success Pillars; Team, Tools, Process and Feedback. We explore ENPS and employee engagement ideas as well as how it has a direct impact on your overall customer experience and customer service as your business grows. Taking time to collect customer and employee feedback is imperative to growing your business. Listen to this episode today to...2019-03-0436 minCXChronicles PodcastCXChronicles Podcast Episode 50 -- CXWeekly Why Customer Surveys are Critical For Your Business!In this episode of the CXChronicles Podcast Adrian chats with the CXNation about why it is critical to conduct regular customer satisfaction or CSAT surveys inside of your business. Customer feedback is key to understanding your customers wants, needs and trigger points. Also CSAT, NPS, eNPS scores all give you tons of valuable information for improving your business through the power of customer experience today! Listen to this updated CXWeekly update to get a bunch of free advice on why you need to start collecting this information ASAP to make more money!!!Reach Out To CXC Today!2019-02-1810 minCXChronicles PodcastCXChronicles Podcast Episode 48 -- CXWeekly Update Why Your Customers Are Always Right!In this episode we dive into the top 5 reasons why you should always consider your customers right. We know that there's always edge cases to this idea but in general keeping your customer for the long haul and building high life time values with each of your customers is key to your business success. Listen to this CXWeekly Update where Adrian discusses ideas to grow your customer base and create more promoters for the future of your business or startup! Reach Out To CXC Today!Support the showContact CXChronicles Today Tweet u...2019-01-2611 minCXChronicles PodcastCXChronicles Podcast Episode 47 -- CXWeekly Update How to Create a CX Culture Within Your CompanyIn this CXWeekly update we discuss some tips and ideas for how you can create a CX-minded culture within your business or team. Adrian provides ideas for getting the right group of people together within your business to assemble a CX Champions focus group to deploy and share learnings and findings about how to better serve your customers! 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 R...2019-01-1709 minCXChronicles PodcastCXChronicles Podcast Episode 46 -- CXWeekly Update Tips for Improving Your Employee ExperienceIn this episode Adrian speaks with the CXNation about tips for improving your company's employee experience in 2019. Successful employee experience goes hand in hand with world class customer experience and customer service success. Roughly 53% of companies polled said they invested in employee experience along with their customer experience during 2018 business activities. Listen to this episode to get some ideas for ways that you can think about collecting and using employee feedback to better lead, manage and grow your customer experience or customer service team this year! Reach Out To CXC Today!Support the show2019-01-0715 minCXChronicles PodcastCXChronicles Podcast Episode 44 -- CXWeekly Update on What Makes a Great CXRepIn this episode Adrian chats about what makes an awesome CXRep. If you are thinking about getting involved in customer experience or customer service or even sales, basically anywhere that you will be speaking with customers on the regular you'll want to listen to this episode! 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!!2018-11-2814 minCXChronicles PodcastCXChronicles Podcast Episode 42 -- CXWeekly Update How to Build a Voice of Customer ProgramIn this episode Adrian chats through 5 steps for how you can build a Voice of Customer program for your start-up, small or medium business. You can gain tons of value by taking the time to speak through a Voice of Customer program with your team 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!!2018-10-2214 minCXChronicles PodcastCXChronicles Podcast Episode 41 -- CXWeekly Update 6 CX Metrics for Success!In this episode Adrian dives into 6 CX metrics to begin tracking for your business's success -- listen 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!!2018-10-1512 minCXChronicles PodcastCXChronicles Podcast Episode 40 -- CXWeekly on Customer Journey MappingIn this episode Adrian talks through 5 ways that customer journey mapping can help your company today. By mapping your customer journey you force all of the teams and departments inside of your company think about handoffs, fumbles, system needs and more. Feel free to reach out to CXChronicles today if your company needs help with customer journey mapping! 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...2018-09-1114 minCXChronicles PodcastCXChronicles Podcast Episode 39 -- CXWeekly Update on Complimenting Sales with CXIn this episode of the CXChronicles Podcast Adrian chats with the CXNation about how your should use sound customer experience to optimize your company's sales efforts. By intertwining customer experience and sales any customer in any business will see the immediate value and that alone will increase your chances of keeping that customer for the long haul! 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...2018-08-2911 minCXChronicles PodcastCXChronicles Podcast Episode 38 -- CXWeekly Update Ways to Improve Your CSAT Reporting!In this episode Adrian provides 11 things NOT to do while managing your company's CSAT reporting efforts. Learn how to improve and optimize your CSAT activity moving forward. 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!!2018-08-2311 minCXChronicles PodcastCXChronicles Podcast Episode 34 -- Cyrpto, Blockchain and Venture Capital with Ryan O'ConnorIn this episode Adrian speaks with Ryan O'Connor a startup, sales and business development professional who's seen it all in career when it comes to venture capital, getting your business off the ground, and exiting a company. Ryan works with startup companies in the Bay Area -- he and I go way back to our days in New York building Onefinestay. We are thrilled to have Ryan on the show to tell his story!Reach Out To CXC Today!Support the showContact CXChronicles Today Tweet us @cxchronicles Check out our Instagram @cxchronicles Click...2018-07-2431 minCXChronicles PodcastCXChronicles Podcast Episode 32 -- CX Weekly Update CX Top Reason Consumer picks BrandIn this episode Adrian discusses a recent Madallia report, the global leader in customer experience management, together with Ipsos, the leading independent market research company, announced the findings of the Customer Experience Tipping Point survey. More than 8,000 consumers were surveyed across the US, UK, France, and Germany. The findings reveal that customer experience is the top reason consumers cite for choosing a particular brand when making a purchase.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...2018-07-0911 min
CXChronicles PodcastCXChronicles Podcast Episode 31 -- with Nate Chai, Head of CX from ThumbtackIn this episode we talk with Nate Chai, Head of Customer Experience Operations @ Thumbtack -- Nate oversees Thumbtack's massive CX team spread between Salt Lake City, San Francisco and the Philippines. Nate and Adrian talk through team, tools, process and feedback in this episode of the CXChronicles Podcast. 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!!2018-06-2737 min
CXChronicles PodcastCXChronicles Podcast Episode 30 -- CX Weekly Streaming Services vs. Cable TV CSAT ResultsIn this episode of CXChronicles Podcast, Adrian and the CX Nation discuss how streaming services like Netflix, Hulu, Amazon TV and others are trouncing the traditional cable companies in customer experience and satisfaction. Check out more information on our website at CXChronicles.com!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!!2018-06-1308 min
CXChronicles PodcastCXChronicles Podcast Episode 29 -- CX Weekly Update Tribute to Anthony BourdainIn this episode Adrian does a CX Weekly Update tribute to Anthony Bourdain after the unexpected news this week. Adrian talks about what Anthony Bourdain meant to finding and curating new experiences and using those lessons to enhance your life. He seemed to have it all figured out. CXChronicles will miss him and the CX Nation salutes Anthony Bourdain. 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...2018-06-1210 min
CXChronicles PodcastCXChronicles Podcast Episode 28 -- CX Weekly Update, 13 Ideas to Improve your CSAT ReportingIn this CXChronicles CX Weekly Update -- Adrian dives into 13 ideas for how your company + can improve their ability to hone their CSAT (customer satisfaction scoring and surveying). There's a number of different ways to get customer feedback -- CSAT reporting has one of the tried and true methods for collecting customer feedback. Listen to this CX Weekly Update to get ideas for your customer surveys moving forward!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...2018-05-3110 min
CXChronicles PodcastCXChronicles Podcast Episode 27 -- with Abdullah Khan, Head of Customer Support @ FuboTVIn this episode Adrian talks with Abdullah Khan, Head of Customer Support at FuboTV in NYC. Abdullah oversee the entire customer experience at FuboTV and shares his personal customer experience and service 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 Remember To Make Happiness A Habit!!2018-05-2330 min
CXChronicles PodcastCXChronicles Podcast Episode 26 -- with Garrett Smith, Founder of Repcheckup & Pitch and PivotAdrian chats with fellow Buffalonian Garett Smith in this episode about customer experience, customer service, sales and working with customers. Garrett share his story about being a sales leader who's always remained focus on creating optimal 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.com Remember To Make Happiness A Habit!!2018-05-1831 min
CXChronicles PodcastCXChronicles Podcast Episode 23 -- CX Weekly Update -- Design Thinking's impact on CXIn this episode Adrian talks about a recent Forbes article that talks about great Customer Experience is a combination of design thinking and agile marketing. 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!!2018-05-0710 min
CXChronicles PodcastCXChronicles Podcast Episode 22 -- Steven Carleton, Founder of Customer Matters & former CX Executive at EbayIn this episode Adrian speaks to Steven Carleton, Founder of Customer Matters & former CX Executive at Ebay. Steven and Adrian talk about his personal customer experience journey and shares insights about working with customers at a global company like Ebay, Apple and Sun Systems. 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!!2018-04-2638 min
CXChronicles PodcastCXChronicles Podcast Episode 21 -- 4 CX Myths Holding Your Business Back!In this episode Adrian dives into 4 CX Myths Holding Your Business Back. 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!!2018-04-2508 min
CXChronicles PodcastCXChronicles Podcast Episode 20 -- Matthew Friedman, Head of Customer Experience @ CleanlyIn this episode Adrian speaks with Matthew Friedman, Head of Customer Experience at Cleanly in NYC. Matthew and Adrian talk all things CX-related and Matthew tells his personal story of managing and overseeing the CX team @ Cleanly. 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!!2018-04-2334 min