Эпизоды
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Hey CX Nation,
In this week's episode of The CXChronicles Podcast #252 we welcomed Keri McGhee the CMO at Attentive, the AI marketing platform for leading brands based in New York.
Attentive® is the AI marketing platform for leading brands, designed to optimize message performance through 1:1 SMS and email interactions. Attentive empowers businesses to achieve hyper-personalized communication with their customers on a large scale.
Trusted by over 8,000 leading brands, Attentive is the go-to solution for delivering powerful commerce experiences for consumers with the brands they love.
Keri leads strategic global marketing to further build the Attentive brand, overseeing product marketing, revenue marketing, events, partner marketing, communications and content, and brand creative.
Keri's past experiences include leading marketing at various start-ups and as a senior director at Zillow, where she led the B2B marketing team of 60+ people, responsible for strengthening partner loyalty and experience for 60,000+ real estate partners.
She got her start in tech at Expedia leading both consumer and corporate travel marketing teams.In this episode, Keri and Adrian chat through the Four CX Pillars: Team, Tools, Process & Feedback. Plus share some of the ideas that her team at Attentive think through on a daily basis to build world class customer & employee experiences.
**Episode #252 Highlight Reel:**
1. Prioritizing the customer experience above everything to drive growth.
2. Why customer marketing & customer success should own your VOC.
3. How building trust from your users & customers drives sales & awareness
4. Driving product adoption & utilization by showing customers how to use it.
5. Leveraging a customer journey task force to socialize opportunities & CTAs
Click here to learn more about Keri McGhee
Click here to learn more about Attentive
Huge thanks to Keri for coming on The CXChronicles Podcast and featuring her work and efforts in pushing the customer experience & customer success space into the future.
If you enjoy The CXChronicles Podcast, stop by your favorite podcast player hit the follow button and leave us a review today.
For our Spotify friends, make sure you are following CXC & please leave a 5 star review so we can find new listeners & members of our community.
For our Apple friends, same deal -- follow CXCP and leave us a review letting folks know why you love our customer focused content.
You know what would be even better?
Go tell one of your friends or teammates about CXC's content, our strategic partners (Hubspot, Intercom, Zendesk, & Freshworks) + they can learn more about our CX/CS/RevOps managed services & please invite them to join the CX Nation!
Are you looking to learn more about the world of Customer Experience, Customer Success & Revenue Operations?
Click here to grab a copy of my book "The Four CX Pillars To Grow Your Business Now" available on Amazon or the CXC website.
For you non-readers, go check out the CXChronicles Youtube channel to see our customer &Reach Out To CXC Today!
Support the show
Contact CXChronicles Today
Tweet us @cxchronicles Check out our Instagram @cxchronicles Click here to checkout the CXC website Email us at [email protected]Remember To Make Happiness A Habit!!
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Hey CX Nation,
In this week's episode of The CXChronicles Podcast #251 we welcomed Vinod Muthukrishnan, VP & COO at Webex by Cisco based in the San Francisco Bay Area, CA.
Vinod leads all go-to-market, business and customer operations. He was previously Co-Founder/CEO of CloudCherry, a customer experience management company, which was acquired by Cisco in October 2019.
Prior to that he spent nine years at sea as a First Officer before running Global Sales at Market Simplified. Based in the Bay Area, Vinod enjoys cricket and expanding his library of leadership and P.G. Wodehouse books.In this episode, Vinod and Adrian chat through the Four CX Pillars: Team, Tools, Process & Feedback. Plus share some of the ideas that his team at Webex by Cisco think through on a daily basis to build world class customer & employee experiences.
**Episode #251 Highlight Reel:**
1. How time in the Merchant Navy led to a career in entrepreneurship
2. Building CloudCherry & being acquired by Cisco
3. The shift of contact centers from cost to revenue centers
4. Why understanding your customer journey is paramount
5. Foundation for building a world class tech-stack
Click here to learn more about Vinod Muthukrishnan
Click here to learn more about Webex by Cisco
Click here to get in touch with Webex
Huge thanks to Vinod for coming on The CXChronicles Podcast and featuring his work and efforts in pushing the customer experience & customer success space into the future.
If you enjoy The CXChronicles Podcast, stop by your favorite podcast player hit the follow button and leave us a review today.
For our Spotify friends, make sure you are following CXC & please leave a 5 star review so we can find new listeners & members of our community.
For our Apple friends, same deal -- follow CXCP and leave us a review letting folks know why you love our customer focused content.
You know what would be even better?
Go tell one of your friends or teammates about CXC's content, our strategic partners (Hubspot, Intercom, Zendesk, & Freshworks) + they can learn more about our CX/CS/RevOps managed services & please invite them to join the CX Nation!
Are you looking to learn more about the world of Customer Experience, Customer Success & Revenue Operations?
Click here to grab a copy of my book "The Four CX Pillars To Grow Your Business Now" available on Amazon or the CXC website.
For you non-readers, go check out the CXChronicles Youtube channel to see our customer & employee focused business content.Reach Out To CXC Today!
Support the show
Contact CXChronicles Today
Tweet us @cxchronicles Check out our Instagram @cxchronicles Click here to checkout the CXC website Email us at [email protected]Remember To Make Happiness A Habit!!
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Пропущенные эпизоды?
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Hey CX Nation,
We're celebrating a huge milestone with this week's episode. Over the last 6+ years we've captured and chronicled 250 unique episodes & stories with various customer focused business leaders & Founders from across the world.
We decided for this episode to go back and feature some of the best learnings, findings & CTAs from some of our favorite guests over the years & break them out into short-clips across the Four CX Pillars: Team, Tools, Process & Feedback.Our goal was to aggregate the key learnings & findings for future Founders & Executives to use as a foundation when thinking through how to build and design not only their business but their customer & employee experiences as they scale into the future.
**Episode #250 Highlight Reel:**
1. Pillar #1 Team -- featured guests include:
Alex Ross (Co-Founder & COO at Hire Horatio) in CXCP #198
Lloyd Lobo (Co-Founder & Board Member at Boast + CEO of a new stealth startup) CXCP #208
Vivek Bhaskaran (Founder & CEO at QuestionPro) CXCP #245
Trey Wade (Head of Consumer Experience at Molson-Coors Beverage Company) CXCP #2322. Pillar #2 Tools featured guests include:
Lee Roquet (CEO at Finch) CXCP #123 & CXCP #238
Kristi Faltorusso (CCO at Client Success) CXCP #169
Somya Kapoor (Co-Founder & CEO) CXCP #199
Lynn Schlesinger (CXO at Forbes) CXCP #241
Craig Tobin (CEO at Ascent Business Partners) CXCP #2483. Pillar #3 Process featured guests include:
Erik Huberman (Founder & CEO at Hawke Media) CXCP #240
Uku Tomikas (CEO at Messente Communications) CXCP #214
Melissa Kwan (Co-Founder & CEO at eWebinar) CXCP #204
John Spottiswood (Chief Operating & Data Officer at Jerry) CXCP #234
Dennis Yu (CEO of Blitzmetrics) CXCP #135
Deon Nicholas (Founder & CEO at Forthought AI) CXCP #175
Declan Ivory (VP of Global Customer Support at Intercom) CXCP #205
Vasco Pedro (Co-Founder & CEO at Unbabel) CXCP #1394. Pillar #4 Feedback featured guests include:
Morgan J. Ingram (Founder & CEO at AMP) CXCP #196
Nick Francis (Founder & CEO at Help Scout) CXCP #163
Steve Cornwell (Serial Founder & Investor) CXCP #203
Natalie Onions (VP of Customer Experience at Customer.io) CXCP #190
Bill Staikos (Head of CX at BNY Mellon) CXCP #166
Ethan Beute (Principal Brand Marketing Strategist at Zillow, Follow Up Boss) CXCP #176
Huge thanks to all of the other incredible guests that we've had the fortune of having on the show. Most importantly, thanks to the 10K+ members of the "CX Nation" for tuning into the podcast each and every week and making this show & our business a reality.
We have one ask for all of you that listen to this episode...
Go tell one of your friends or teammates about CXC's content & please invite them to join the CX Nation!
We are just getting started folks, so be on the lookout for more content coming from CXC in 2025.
If you like what you hear in this episode please...
Click here to grab a copy of my book "The Four CX Pillars To Grow Your Business Now" available on Amazon or the CXC website.
And for you non-readers, go check out the CXChronicles Youtube channel to see our content.Reach Out To CXC Today!
Support the show
Contact CXChronicles Today
Tweet us @cxchronicles Check out our Instagram @cxchronicles Click here to checkout the CXC website Email us at [email protected]Remember To Make Happiness A Habit!!
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Hey CX Nation,
In this week's episode of The CXChronicles Podcast #249 we welcomed Rick Denton, Podcast Host & Producer of The CX Passport Podcast based in Dallas, TX.
After…
7 years of Customer Experience consulting…
30 years of driving business results…
3 years of hosting CX Passport (a podcast about CX with a dash of travel talk)...
And countless brand requests for collaboration with CX Passport…
…it became clear where brands and Rick could best partner to create measurable results…
🎤CX Passport Live🎥 - Amplify your event's impact with the power of live podcasting.In this episode, Rick and Adrian chat through the Four CX Pillars: Team, Tools, Process & Feedback. Plus share some of the ideas that Rick and his guests think through on a daily basis to build world class customer experiences.
**Episode #249 Highlight Reel:**
1. Building a business focused on podcasting and story telling
2. Learning from customer focused business leaders
3. The craft of story telling for any business or executive
4. Producing and delivering content in today's world
5. How businesses can leverage podcasts to grow their brand
Click here to learn more about Rick Denton
Click here to learn more about The CX Passport Podcast
Huge thanks to Rick for coming on The CXChronicles Podcast and featuring his work and efforts in pushing the customer experience & customer success space into the future.
If you enjoy The CXChronicles Podcast, stop by your favorite podcast player hit the follow button and leave us a review today.
For our Spotify friends, make sure you are following CXC & please leave a 5 star review so we can find new listeners & members of our community.
For our Apple friends, same deal -- follow CXCP and leave us a review letting folks know why you love our customer focused content.
You know what would be even better?
Go tell one of your friends or teammates about CXC's content, our strategic partners (Hubspot, Intercom, Zendesk, Forethought AI, Freshworks, TimeToReply & Ascendr) + they can learn more about our CX/CS/RevOps services & please invite them to join the CX Nation!
Are you looking to learn more about the world of Customer Experience, Customer Success & Revenue Operations?
Click here to grab a copy of my book "The Four CX Pillars To Grow Your Business Now" available on Amazon or the CXC website.
For you non-readers, go check out the CXChronicles Youtube channel to see our customer & employee focused business content.Reach Out To CXC Today!
Support the show
Contact CXChronicles Today
Tweet us @cxchronicles Check out our Instagram @cxchronicles Click here to checkout the CXC website Email us at [email protected]Remember To Make Happiness A Habit!!
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Hey CX Nation,
In this week's episode of The CXChronicles Podcast #248 we welcomed Craig Tobin, Chief Executive Officer at Ascent Business Partners based in Bonita Springs, FL.
Craig Tobin helps Fortune 1000 clients optimize their contact centers with AI, technology, and BPO solutions.
With over 35 years of executive leadership experience in various industries, Craig has developed core competencies in contact center solutions, technology consulting, BPO advisory services, and AI advisory.
He is passionate about delivering innovative solutions that drive customer loyalty, satisfaction, and retention, while optimizing costs. Craig's mission is to create value for his clients and partners, and to have fun while doing it.In this episode, Craig and Adrian chat through the Four CX Pillars: Team, Tools, Process & Feedback. Plus share some of the ideas that Craig and his team at Ascent Business Partners think through on a daily basis to build world class customer experiences.
CXC is a proud strategic partner with Ascent Business Partners. Reach out to us today if your company needs outside support with your customer contact & support strategy.
**Episode #248 Highlight Reel:**
1. Building, managing and leading contact centers over the last 35+ years
2. Leveraging AI to optimize your customer experiences with customer support
3. Finding the right tools & systems as your contact center scales
4. Starting with the problems before considering the potential solutions
5. How AI will change the future of customer contact & customer experience
Click here to learn more about Craig Tobin
Click here to learn more about Ascent Business Partners
Huge thanks to Craig for coming on The CXChronicles Podcast and featuring his work and efforts in pushing the customer experience & customer success space into the future.
If you enjoy The CXChronicles Podcast, stop by your favorite podcast player hit the follow button and leave us a review today.
For our Spotify friends, make sure you are following CXC & please leave a 5 star review so we can find new listeners & members of our community.
For our Apple friends, same deal -- follow CXCP and leave us a review letting folks know why you love our customer focused content.
You know what would be even better?
Go tell one of your friends or teammates about CXC's content, our strategic partners (Hubspot, Intercom, Zendesk, Forethought AI, Freshworks, TimeToReply & Ascendr) + they can learn more about our CX/CS/RevOps services & please invite them to join the CX Nation!
Are you looking to learn more about the world of Customer Experience, Customer Success & Revenue Operations?
Click here to grab a copy of my book "The Four CX Pillars To Grow Your Business Now" available on Amazon or the CXC website.
For you non-readers, go check out the CXChronicles Youtube channel to see our customer & employee focused business content.Reach Out To CXC Today!
Support the show
Contact CXChronicles Today
Tweet us @cxchronicles Check out our Instagram @cxchronicles Click here to checkout the CXC website Email us at [email protected]Remember To Make Happiness A Habit!!
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Hey CX Nation,
In this week's episode of The CXChronicles Podcast #247 we were live at the Thompson Hotel in downtown Austin, TX at XDay 2024.
This is a different type of episode of CXC as we had the opportunity to sit down with several amazing customer, employee, market research & product focused business leaders including Rick Denton, Ken Peterson, Mike Burn, Crystal Wiese & Scott Steele.
Each of the guests in this episode shed unique points of view on the state of CX/CS & business in today's world. We had the pleasure of interviewing everyone on site at XDay 2024 and broke up the conversations in this week's show.In this episode, Rick, Scott, Mike, Ken, Crystal and Adrian chat through the Four CX Pillars: Team, Tools, Process & Feedback. Plus share some of the ideas that both the team at QuestionPro & their users think through on a daily basis to build world class customer experiences.
**Episode #247 Highlight Reel:**
1. Click here to learn more about Rick Denton
2. Click here to learn more about Scott Steele
3. Click here to learn more about Mike Burn
4. Click here to learn more about Ken Peterson
5. Click here to learn more about Crystal Wiese
Click here to learn more about QuestionPro
Huge thanks to all of the guests on this week's episode for coming on The CXChronicles Podcast and featuring their work and efforts in pushing the customer experience & customer success space into the future.
If you enjoy The CXChronicles Podcast, stop by your favorite podcast player hit the follow button and leave us a review today.
For our Spotify friends, make sure you are following CXC & please leave a 5 star review so we can find new listeners & members of our community.
For our Apple friends, same deal -- follow CXCP and leave us a review letting folks know why you love our customer focused content.
You know what would be even better?
Go tell one of your friends or teammates about CXC's content, our strategic partners (Hubspot, Intercom, Zendesk, Forethought AI, Freshworks, TimeToReply & Ascendr) + they can learn more about our CX/CS/RevOps services & please invite them to join the CX Nation!
Are you looking to learn more about the world of Customer Experience, Customer Success & Revenue Operations?
Click here to grab a copy of my book "The Four CX Pillars To Grow Your Business Now" available on Amazon or the CXC website.
For you non-readers, go check out the CXChronicles Youtube channel to see our customer & employee focused business content.Reach Out To CXC Today!
Support the show
Contact CXChronicles Today
Tweet us @cxchronicles Check out our Instagram @cxchronicles Click here to checkout the CXC website Email us at [email protected]Remember To Make Happiness A Habit!!
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Hey CX Nation,
In this week's episode of The CXChronicles Podcast #246 we were live at the Thompson Hotel in downtown Austin, TX at XDay 2024 with Gary Pansino, Founder at Velodu based
Gary is an Alumni of Intuit, P&G, Clorox, BMS. He now runs a Qual and Quant research factory with his sister. Questions from mostly repeat clients arrive on trucks. And they do their thing and ship answers back to them, with a smile.In this episode, Gary and Adrian chat through the Four CX Pillars: Team, Tools, Process & Feedback. Plus share some of the ideas that his team at Velodu thinks through on a daily basis to build world class customer experiences.
**Episode #246 Highlight Reel:**
1. Building expertise in surveys & customer research at massive companies
2. Increasing the speed of growth by customer listening & focus groups
3. Leveraging customer information to drive product & service innovation
4. Customer team building & collecting constant employee feedback
5. Investing in competitive research & understanding your primary threats
Click here to learn more about Gary Pansino
Click here to learn more about Velodu
Huge thanks to Gary for coming on The CXChronicles Podcast and featuring his work and efforts in pushing the customer experience & customer success space into the future.
If you enjoy The CXChronicles Podcast, stop by your favorite podcast player hit the follow button and leave us a review today.
For our Spotify friends, make sure you are following CXC & please leave a 5 star review so we can find new listeners & members of our community.
For our Apple friends, same deal -- follow CXCP and leave us a review letting folks know why you love our customer focused content.
You know what would be even better?
Go tell one of your friends or teammates about CXC's content, our strategic partners (Hubspot, Intercom, Zendesk, Forethought AI, Freshworks, TimeToReply & Ascendr) + they can learn more about our CX/CS/RevOps services & please invite them to join the CX Nation!
Are you looking to learn more about the world of Customer Experience, Customer Success & Revenue Operations?
Click here to grab a copy of my book "The Four CX Pillars To Grow Your Business Now" available on Amazon or the CXC website.
For you non-readers, go check out the CXChronicles Youtube channel to see our customer & employee focused business content.Reach Out To CXC Today!
Support the show
Contact CXChronicles Today
Tweet us @cxchronicles Check out our Instagram @cxchronicles Click here to checkout the CXC website Email us at [email protected]Remember To Make Happiness A Habit!!
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Hey CX Nation,
In this week's episode of The CXChronicles Podcast #245 we were live at the Thompson Hotel in downtown Austin, TX at XDay 2024 with Vivek Bhaskaran, Founder & CEO at QuestionPro.
Vivek Bhaskaran is the founder and CEO of QuestionPro, one of the industry's leading providers of web-based research technologies. His life motto is simple - “The two things that drive me every day are motorcycles and client success!”
In 2008, his startup made Inc. Magazine's list of the fastest-growing private companies, ranking 25th among business-service providers. Since that time, Vivek has never looked back by spearheading both the product and global expansion of QuestionPro.In this episode, Vivek and Adrian chat through the Four CX Pillars: Team, Tools, Process & Feedback. Plus share some of the ideas that John and his team at QuestionPro think through on a daily basis to build world class customer experiences.
**Episode #245 Highlight Reel:**
1. Changing the landscape for shopping for car insurance
2. Getting user feedback back to your product team as soon as possible
3. Leveraging AI to improve your agent & employee experiences
4. Building "break-walls" for your customer support team at scale
5. Creating chat-bots that actually help your customers from the get go
Click here to learn more about Vivek Bhaskaran
Click here to learn more about QuestionPro
Huge thanks to Vivek for coming on The CXChronicles Podcast and featuring his work and efforts in pushing the customer experience & customer success space into the future.
If you enjoy The CXChronicles Podcast, stop by your favorite podcast player hit the follow button and leave us a review today.
For our Spotify friends, make sure you are following CXC & please leave a 5 star review so we can find new listeners & members of our community.
For our Apple friends, same deal -- follow CXCP and leave us a review letting folks know why you love our customer focused content.
You know what would be even better?
Go tell one of your friends or teammates about CXC's content, our strategic partners (Hubspot, Intercom, Zendesk, Forethought AI, Freshworks, TimeToReply & Ascendr) + they can learn more about our CX/CS/RevOps services & please invite them to join the CX Nation!
Are you looking to learn more about the world of Customer Experience, Customer Success & Revenue Operations?
Click here to grab a copy of my book "The Four CX Pillars To Grow Your Business Now" available on Amazon or the CXC website.
For you non-readers, go check out the CXChronicles Youtube channel to see our customer & employee focused business content.Reach Out To CXC Today!
Support the show
Contact CXChronicles Today
Tweet us @cxchronicles Check out our Instagram @cxchronicles Click here to checkout the CXC website Email us at [email protected]Remember To Make Happiness A Habit!!
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Hey CX Nation,
In this week's episode of The CXChronicles Podcast #244 we welcomed Sean Albertson, Founder & CEO of CX4ROCKS based in Castle Rock, CO.
Sean Albertson is a keynote speaker, workshop facilitator, coach and consultant on transforming your customer journey to reduce effort and drive greater customer loyalty.
Sean has developed the ROCKS Strategy that leverages survey programs, operational metrics, text and journey analytics, connected with artificial experience to identify the most actionable insights for your organization. Is it Sean at www.CX4ROCKS.comIn this episode, Sean and Adrian chat through the Four CX Pillars: Team, Tools, Process & Feedback. Plus share some of the ideas that he thinks through on a daily basis to build world class customer & marketing focused experiences.
**Episode #244 Highlight Reel:**
1. What the CX & contact center space looked like in the 1990's.
2. Working on CX & customer support at T-Mobile, Visat, & Charles Schwab
3. Why Customer journeys are similar to river rafting experiences
4. How technology is changing the game rapidly in every business
5. Why customer listening & customer conversations remain paramount
Click here to learn more about Sean Albertson
Huge thanks to Sean for coming on The CXChronicles Podcast and featuring his work and efforts in pushing the marketing, customer experience & customer success space into the future.
If you enjoy The CXChronicles Podcast, stop by your favorite podcast player hit the follow button and leave us a review today.
For our Spotify friends, click here to make sure you are following CXC & please leave a 5 star review so we can find new listeners & members of our community.
For our Apple friends, same deal -- click here to follow CXCP and leave us a review letting folks know why you love our customer focused content.
You know what would be even better?
Go tell one of your friends or teammates about CXC's content, our strategic partners (Hubspot, Intercom, Zendesk, Forethought AI, Freshworks, TimeToReply & Ascendr) + they can learn more about our CX/CS/RevOps services & please invite them to join the CX Nation!
Are you looking to learn more about the world of Customer Experience, Customer Success & Revenue Operations?
Click here to grab a copy of my book "The Four CX Pillars To Grow Your Business Now" available on Amazon or the CXC website.
For you non-readers, go check out the CXChronicles Youtube channel to see our customer & employee focused business content.Reach Out To CXC Today!
Support the show
Contact CXChronicles Today
Tweet us @cxchronicles Check out our Instagram @cxchronicles Click here to checkout the CXC website Email us at [email protected]Remember To Make Happiness A Habit!!
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Hey CX Nation,
In this week's CXWeekly Update we walk through some ideas, goals & CTAs to begin leveraging AI in your business to improve your customer experiences.
AI has been arguably the most discussed topic in not only business but across the world over these last several years, this year specifically it became the "Forrest Gump" of Business & Global Economies.
The truth is, it's been around for decades but just working behind the scenes for a handful of global companies who were all competing to understand exactly how to leverage its gains & more importantly decide whether or not everyone else should know about its powers.
Don't worry we're still several years out from the "Terminator Wars", well hopefully.
Use this CXWeekly update as a starting point for building out your company's goals around leveraging AI to improve your customer & employee experience.
Most of the tools you are already using already have some form of AI/ML tied into their usage, you simply need to understand how to begin to leverage them.
Don't worry we have a ton of amazing guest interviews coming down the pipeline over the next couple of weeks as we start to wind down 2024.
Part of our goal for this year at CXC is to create more customer focused business leader content, including more short episodes like these ones that are digestible, actionable & most importantly entertaining & valuable for all of you.
If you enjoy The CXChronicles Podcast, stop by your favorite podcast player and leave us a review today.
You know what would be even better?
Go tell one of your friends or teammates about CXC's content, CX/CS/RevOps services, our customer & employee focused community & invite them to join the CX Nation!
Are you looking to learn more about the world of Customer Experience, Customer Success & Revenue Operations?
Click here to grab a copy of my book "The Four CX Pillars To Grow Your Business Now" available on Amazon or the CXC website.
For you non-readers, go check out the CXChronicles Youtube channel to see our customer & employee focused video content & short-reel CTAs to improve your CX/CS/RevOps performance today (politely go smash that subscribe button).
Contact us anytime to learn more about CXC at [email protected] and ask us about how we can help your business & team make customer happiness a habit now!Reach Out To CXC Today!
Support the show
Contact CXChronicles Today
Tweet us @cxchronicles Check out our Instagram @cxchronicles Click here to checkout the CXC website Email us at [email protected]Remember To Make Happiness A Habit!!
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Hey CX Nation,
In this week's episode of The CXChronicles Podcast #242 we welcomed Liza Rodewald, Founder & CEO and Erica McMannes, Founder & Chief People & Community Officer at Instant Teams based in Southern Pines, North Carolina.
Instant Teams leads the way as a CX talent marketplace committed to the financial well-being of military families while providing companies instant access to remarkable talent.
Liza Rodewald is the Founder and CEO of Instant Teams, a CX marketplace that connects companies with military spouse talent. She is a 4x entrepreneur and software engineer with over 16 years of technical experience.
Erica has been a leader in the military community for more than two decades, holding various roles within the Department of Defense and private sector. In 2016, Erica founded Instant Teams with Liza Rodewald.In this episode, Liza, Erica and Adrian chat through the Four CX Pillars: Team, Tools, Process & Feedback. Plus share some of the ideas that their team thinks through on a daily basis to build world class customer & marketing focused experiences.
**Episode #242 Highlight Reel:**
1. Leveraging the power of USA military spouses living across the globe
2. Building a market place of CX talent & coverage across a variety of industries
3. Integrating with customer tech-stacks & building customized playbooks
4. Providing a whole new approach to BPO offerings
5. Using employee feedback as fuel to drive innovation & customer success
Click here to learn more about Liza Rodewald
Click here to learn more about Erica McMannes
Click here to learn more about Instant Teams
Huge thanks to Liza & Erica for coming on The CXChronicles Podcast and featuring their work and efforts in pushing the marketing, customer experience & customer success space into the future.
If you enjoy The CXChronicles Podcast, stop by your favorite podcast player hit the follow button and leave us a review today.
For our Spotify friends, click here to make sure you are following CXC & please leave a 5 star review so we can find new listeners & members of our community.
For our Apple friends, same deal -- click here to follow CXCP and leave us a review letting folks know why you love our customer focused content.
You know what would be even better?
Go tell one of your friends or teammates about CXC's content, strategic partners (Hubspot, Intercom, Zendesk, Freshworks, & Ascendr) + they can learn more about our CX/CS/RevOps focused services & please invite them to join the CX Nation!
Click here to grab a copy of my book "The Four CX Pillars To Grow Your Business Now" available on Amazon or the CXC website.
For you non-readers, go check out the CXChronicles Youtube channel to see our customer & employee focused business content.Reach Out To CXC Today!
Support the show
Contact CXChronicles Today
Tweet us @cxchronicles Check out our Instagram @cxchronicles Click here to checkout the CXC website Email us at [email protected]Remember To Make Happiness A Habit!!
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Hey CX Nation,
In this week's episode of The CXChronicles Podcast #241 we welcomed Lynn Schlesinger, Chief Customer Experience Officer (CXO) at Forbes based in New York City.
Lynn has 20+ years of experience developing and executing strategies to drive revenue and market cap. Expertise building and leading high-performing B2B + D2C cross-functional marketing teams for global matrixed organizations and lean fast growing companies.
The Forbes brand today reaches more than 94 million people worldwide with its business message each month through its magazines and 37 licensed local editions around the globe, Forbes.com, TV, conferences, research, social and mobile platforms. Forbes Media’s brand extensions include conferences, real estate, education, financial services, and technology license agreements.In this episode, Lynn and Adrian chat through the Four CX Pillars: Team, Tools, Process & Feedback. Plus share some of the ideas that her team think through on a daily basis to build world class customer & marketing focused experiences.
**Episode #241 Highlight Reel:**
1. Building a customer experience that reaches 94 million people worldwide
2. Having a "lean and mean" team at Forbes to drive success
3. Leveraging employee feedback to build a culture that thrives
4. CXO's act as conductors in their business to drive change & connect dots
5. Why your teams must be diverse & come from various backgrounds
Click here to learn more about Lynn Schlesinger
Click here to learn more about Forbes
Huge thanks to Lynn for coming on The CXChronicles Podcast and featuring her work and efforts in pushing the marketing, customer experience & customer success space into the future.
If you enjoy The CXChronicles Podcast, stop by your favorite podcast player hit the follow button and leave us a review today.
For our Spotify friends, click here to make sure you are following CXC & please leave a 5 star review so we can find new listeners & members of our community.
For our Apple friends, same deal -- click here to follow CXCP and leave us a review letting folks know why you love our customer focused content.
You know what would be even better?
Go tell one of your friends or teammates about CXC's content, our strategic partners (Hubspot, Intercom, Zendesk, Forethought AI, Freshworks, TimeToReply & Ascendr) + they can learn more about our CX/CS/RevOps services & please invite them to join the CX Nation!
Are you looking to learn more about the world of Customer Experience, Customer Success & Revenue Operations?
Click here to grab a copy of my book "The Four CX Pillars To Grow Your Business Now" available on Amazon or the CXC website.
For you non-readers, go check out the CXChronicles Youtube channel to see our customer & employee focused business content.Reach Out To CXC Today!
Support the show
Contact CXChronicles Today
Tweet us @cxchronicles Check out our Instagram @cxchronicles Click here to checkout the CXC website Email us at [email protected]Remember To Make Happiness A Habit!!
-
Hey CX Nation,
In this week's episode of The CXChronicles Podcast #240 we welcomed Erik Huberman, Founder and CEO of Hawke Media based in Santa Monica, CA.
Since Erik & his team launched in 2014, Hawke Media has swiftly risen to become the fastest-growing marketing agency in the U.S., now valued at over $150 million.
Erik's vision for Hawke Media has always been to revolutionize marketing, and they have achieved this with their AI-enabled and tech-integrated approach.
They proudly serve over 4,700 brands worldwide, including industry leaders like Red Bull, Casamigos, Verizon, Crocs, and Barstool Sports.In this episode, Erik and Adrian chat through the Four CX Pillars: Team, Tools, Process & Feedback. Plus share some of the ideas that his team think through on a daily basis to build world class customer & marketing focused experiences.
**Episode #240 Highlight Reel:**
1. How Hawke disrupted the antiquated space of marketing & advertising.
2. Leveraging marketing data from 8,000 agencies to make real time decisions
3. Acquiring other agencies to help speed up growth velocity
4. Shifting back from remote work to in office or on-site with customers
5. Investing in Los Angelas based Angel City FC women's soccer team
Click here to learn more about Erik Huberman
Click here to learn more about Hawke Media
Huge thanks to Erik for coming on The CXChronicles Podcast and featuring his work and efforts in pushing the marketing, customer experience & customer success space into the future.
If you enjoy The CXChronicles Podcast, stop by your favorite podcast player hit the follow button and leave us a review today.
For our Spotify friends, click here to make sure you are following CXC & please leave a 5 star review so we can find new listeners & members of our community.
For our Apple friends, same deal -- click here to follow CXCP and leave us a review letting folks know why you love our customer focused content.
You know what would be even better?
Go tell one of your friends or teammates about CXC's content, our strategic partners (Hubspot, Intercom, Zendesk, Forethought AI, Freshworks, TimeToReply & Ascendr) + they can learn more about our CX/CS/RevOps services & please invite them to join the CX Nation!
Are you looking to learn more about the world of Customer Experience, Customer Success & Revenue Operations?
Click here to grab a copy of my book "The Four CX Pillars To Grow Your Business Now" available on Amazon or the CXC website.
For you non-readers, go check out the CXChronicles Youtube channel to see our customer & employee focused business content.Reach Out To CXC Today!
Support the show
Contact CXChronicles Today
Tweet us @cxchronicles Check out our Instagram @cxchronicles Click here to checkout the CXC website Email us at [email protected]Remember To Make Happiness A Habit!!
-
Hey CX Nation,
In this week's episode of The CXChronicles Podcast #239 we welcomed Dave R. Taylor, Chief Marketing Officer at Impartner based in South Jordan, UT.
This week's CXCP guest is Unstoppable at all things marketing: ABM, metrics-based, demand gen, social, Business Development, etc. Deep SaaS expertise. Highly prone to succeed, with 5 successful exits under his belt (and counting.)
Collegial, collaborative, passionate and driven. Currently, Dave Taylor is loving working with his amazing team and customers at Impartner.In this episode, Dave and Adrian chat through the Four CX Pillars: Team, Tools, Process & Feedback. Plus share some of the ideas that his team think through on a daily basis to build world class customer & marketing focused experiences.
**Episode #239 Highlight Reel:**
1. Investing in Partner Experience (PX) to grow & scale your business
2. How CX & EX can lead to the development of your PX investments
3. Why partners can help grow your business & be a game changer
4. Improving your marketing, sales & customer success by leveraging PX
5. How to get your partner sales engine built today for your business
Click here to learn more about Dave R. Taylor
Click here to learn more about Impartner
Huge thanks to Dave for coming on The CXChronicles Podcast and featuring his work and efforts in pushing the customer experience & customer success space into the future.
If you enjoy The CXChronicles Podcast, stop by your favorite podcast player hit the follow button and leave us a review today.
For our Spotify friends, click here to make sure you are following CXC & please leave a 5 star review so we can find new listeners & members of our community.
For our Apple friends, same deal -- click here to follow CXCP and leave us a review letting folks know why you love our customer focused content.
You know what would be even better?
Go tell one of your friends or teammates about CXC's content, our strategic partners (Hubspot, Intercom, Zendesk, Forethought AI, Freshworks, TimeToReply & Ascendr) + they can learn more about our CX/CS/RevOps services & please invite them to join the CX Nation!
Are you looking to learn more about the world of Customer Experience, Customer Success & Revenue Operations?
Click here to grab a copy of my book "The Four CX Pillars To Grow Your Business Now" available on Amazon or the CXC website.
For you non-readers, go check out the CXChronicles Youtube channel to see our customer & employee focused business content.Reach Out To CXC Today!
Support the show
Contact CXChronicles Today
Tweet us @cxchronicles Check out our Instagram @cxchronicles Click here to checkout the CXC website Email us at [email protected]Remember To Make Happiness A Habit!!
-
Hey CX Nation,
In this week's episode of The CXChronicles Podcast #238 we welcomed Lee Roquet, CEO at Finch based in Salt Lake City, UT.
Lee is passionate about delivering exceptional customer, team, product, and brand experiences, he brings a unique blend of professionalism, passion, and positivity to his current role as CEO at Finch an e-commerce marketing company.
With a track record of achieving outstanding results, Lee is the go-to leader for Experience Management, Customer Success Operations, Business & Revenue Operations, and Building a Positive Team Culture.In this episode, Lee and Adrian chat through the Four CX Pillars: Team, Tools, Process & Feedback. Plus share some of the ideas that his team think through on a daily basis to build world class customer experiences.
**Episode #238 Highlight Reel:**
1. Starting in CX and becoming the CEO of the company
2. Why CX/CS makes incredible customer focused business leaders
3. Helping change the world of e-commerce for the better
4. Future of marketing & agency service offerings
5. Putting your team & EX above everything else to scale into the future
Click here to learn more about Lee Roquet
Click here to learn more about Finch
Huge thanks to Lee for coming on The CXChronicles Podcast and featuring his work and efforts in pushing the customer experience & customer success space into the future.
If you enjoy The CXChronicles Podcast, stop by your favorite podcast player hit the follow button and leave us a review today.
For our Spotify friends, click here to make sure you are following CXC & please leave a 5 star review so we can find new listeners & members of our community.
For our Apple friends, same deal -- click here to follow CXCP and leave us a review letting folks know why you love our customer focused content.
You know what would be even better?
Go tell one of your friends or teammates about CXC's content, our strategic partners (Hubspot, Intercom, Zendesk, Forethought AI, Freshworks, TimeToReply & Ascendr) + they can learn more about our CX/CS/RevOps services & please invite them to join the CX Nation!
Are you looking to learn more about the world of Customer Experience, Customer Success & Revenue Operations?
Click here to grab a copy of my book "The Four CX Pillars To Grow Your Business Now" available on Amazon or the CXC website.
For you non-readers, go check out the CXChronicles Youtube channel to see our customer & employee focused business content.Reach Out To CXC Today!
Support the show
Contact CXChronicles Today
Tweet us @cxchronicles Check out our Instagram @cxchronicles Click here to checkout the CXC website Email us at [email protected]Remember To Make Happiness A Habit!!
-
Hey CX Nation,
In this week's episode of The CXChronicles Podcast #237 we were live at Customer Contact Week in the Caesar's Forum Entertainment Center in Las Vegas last month with Ashu Dubey, CEO at Gleen AI based in the San Francisco Bay Area, CA.
Ashu and his team are building Gleen AI - The most accurate and capable generative AI platform for customer support and success! Generative AI has ushered in a new-era for customer support and they help businesses scale their customer support at a fraction of the cost using Gleen AIIn this episode, Ashu and Adrian chat through the Four CX Pillars: Team, Tools, Process & Feedback. Plus share some of the ideas that his team think through on a daily basis to build world class customer experiences.
**Episode #237 Highlight Reel:**
1. How Generative AI/ML is changing the customer landscape rapidly
2. Equipping your customer facing team with "agent-assist" solutions
3. What we can all learn about AI from Meta, Amazon, Google & others
4. Educating customers & employees on where AI will lead us
5. Leveraging AI to expedite the growth of your business
Click here to learn more about Ashu Dubey
Click here to learn more about Gleen AI
Huge thanks to Ashu for coming on The CXChronicles Podcast and featuring his work and efforts in pushing the customer experience & customer success space into the future.
If you enjoy The CXChronicles Podcast, stop by your favorite podcast player hit the follow button and leave us a review today.
For our Spotify friends, click here to make sure you are following CXC & please leave a 5 star review so we can find new listeners & members of our community.
For our Apple friends, same deal -- click here to follow CXCP and leave us a review letting folks know why you love our customer focused content.
You know what would be even better?
Go tell one of your friends or teammates about CXC's content, our strategic partners (Hubspot, Intercom, Zendesk, Forethought AI, Freshworks, TimeToReply & Ascendr) + they can learn more about our CX/CS/RevOps services & please invite them to join the CX Nation!
Are you looking to learn more about the world of Customer Experience, Customer Success & Revenue Operations?
Click here to grab a copy of my book "The Four CX Pillars To Grow Your Business Now" available on Amazon or the CXC website.
For you non-readers, go check out the CXChronicles Youtube channel to see our customer & employee focused business content.Reach Out To CXC Today!
Support the show
Contact CXChronicles Today
Tweet us @cxchronicles Check out our Instagram @cxchronicles Click here to checkout the CXC website Email us at [email protected]Remember To Make Happiness A Habit!!
-
Hey CX Nation,
In this week's episode of The CXChronicles Podcast #236 we were live at Customer Contact Week in the Caesar's Forum Entertainment Center in Las Vegas last month with Kacey Felila Tolua, Strategic Thought Leader & Technology Innovation Champion based in Salt Lake City, UT.
Kacey has 30+ years of contact center leadership insights and experience overseeing several large scale strategic implementations with integration of digital/voice self-service automation, operational excellence, continuous process improvement, and most recently Global Infrastructure and Center of Excellence technology solutions with her customer facing team across the globe.In this episode, Kacey and Adrian chat through the Four CX Pillars: Team, Tools, Process & Feedback. Plus share some of the ideas that her team think through on a daily basis to build world class customer experiences.
**Episode #236 Highlight Reel:**
1. How a life-changing injury led to her career in customer experience
2. Leveraging your inner strategic pessimist to drive your vision & priorities
3. Constantly learning & paying attention to up & coming leaders & innovators
4. Why process is paramount in driving the highest quality of products & services
5. Don't waste your customer's time with surveys, just listen to them from the start!
Click here to learn more about Kacey Felila Tolua
Huge thanks to Kacey for coming on The CXChronicles Podcast and featuring her work and efforts in pushing the customer experience & customer success space into the future.
If you enjoy The CXChronicles Podcast, stop by your favorite podcast player hit the follow button and leave us a review today.
For our Spotify friends, click here to make sure you are following CXC & please leave a 5 star review so we can find new listeners & members of our community.
For our Apple friends, same deal -- click here to follow CXCP and leave us a review letting folks know why you love our customer focused content.
You know what would be even better?
Go tell one of your friends or teammates about CXC's content, our strategic partners (Hubspot, Intercom, Zendesk, Forethought AI, Freshworks, TimeToReply & Ascendr) + they can learn more about our CX/CS/RevOps services & please invite them to join the CX Nation!
Are you looking to learn more about the world of Customer Experience, Customer Success & Revenue Operations?
Click here to grab a copy of my book "The Four CX Pillars To Grow Your Business Now" available on Amazon or the CXC website.
For you non-readers, go check out the CXChronicles Youtube channel to see our customer & employee focused business content.Reach Out To CXC Today!
Support the show
Contact CXChronicles Today
Tweet us @cxchronicles Check out our Instagram @cxchronicles Click here to checkout the CXC website Email us at [email protected]Remember To Make Happiness A Habit!!
-
Hey CX Nation,
In this week's episode of The CXChronicles Podcast #235 we were live at Customer Contact Week in the Caesar's Forum Entertainment Center in Las Vegas for Customer Contact Week with Stephanie Crase Moritz, Chief Customer Innovation Officer at the American Dental Association based in Chicago, IL.
The not-for-profit American Dental Association (ADA) is America's leading advocate for oral health. A community of doers, thinkers, dreamers, and believers building a new day for dentistry.
The ADA advocates for over 159,000 members – promoting the art and science of dentistry by supporting dental professionals through advocacy, cutting-edge scientific research and guidance, dental insurance resources and more.In this episode, Stephanie and Adrian chat through the Four CX Pillars: Team, Tools, Process & Feedback. Plus share some of the ideas that Stephanie and her team at the ADA think through on a daily basis to build world class customer experiences.
**Episode #235 Highlight Reel:**
1. Creating a magnetic brand that focuses on customer innovation above all else
2. Developing future products, experiences & offerings for dentists across the USA
3. Leveraging best in class SaaS solutions to build the ADA's future tech-stack
4. Building your VOC Task Force or Tiger Team to leverage customer feedback
5. Establishing trust with your employees to drive innovation and positive change
Click here to learn more about Stephanie Crase Mortiz
Click here to learn more about American Dental Association
Huge thanks to Stephanie for coming on The CXChronicles Podcast and featuring her work and efforts in pushing the customer experience & customer success space into the future.
If you enjoy The CXChronicles Podcast, stop by your favorite podcast player hit the follow button and leave us a review today.
For our Spotify friends, click here to make sure you are following CXC & please leave a 5 star review so we can find new listeners & members of our community.
For our Apple friends, same deal -- click here to follow CXCP and leave us a review letting folks know why you love our customer focused content.
You know what would be even better?
Go tell one of your friends or teammates about CXC's content, our strategic partners (Hubspot, Intercom, Zendesk, Forethought AI, Freshworks, TimeToReply & Ascendr) + they can learn more about our CX/CS/RevOps services & please invite them to join the CX Nation!
Are you looking to learn more about the world of Customer Experience, Customer Success & Revenue Operations?
Click here to grab a copy of my book "The Four CX Pillars To Grow Your Business Now" available on Amazon or the CXC website.
For you non-readers, go check out the CXChronicles Youtube channel to see our customer & employee focused business content.Reach Out To CXC Today!
Support the show
Contact CXChronicles Today
Tweet us @cxchronicles Check out our Instagram @cxchronicles Click here to checkout the CXC website Email us at [email protected]Remember To Make Happiness A Habit!!
-
Hey CX Nation,
In this week's episode of The CXChronicles Podcast #234 we were live at Customer Contact Week in the Caesar's Forum Entertainment Center in Las Vegas for Customer Contact Week with John Spottiswood, Chief Operating Officer at Jerry based in Palo Alto, CA.
Jerry makes owning a car easier by putting car owners first. By perfectly combining AI with human agents, our AllCar™ app provides more customers quality service, faster. Jerry customers can do everything in the app, without making a single phone call (unless they want to!). With 5 million customers nationwide, Jerry is the #1 rated and most downloaded app in its category.
John is a Consumer and SAAS internet executive with 20 years of experience including president, COO, business & corporate development, product management, product development, professional services, customer success, and strategy.In this episode, John and Adrian chat through the Four CX Pillars: Team, Tools, Process & Feedback. Plus share some of the ideas that John and his team at Jerry think through on a daily basis to build world class customer experiences.
**Episode #234 Highlight Reel:**
1. Changing the landscape for shopping for car insurance
2. Getting user feedback back to your product team as soon as possible
3. Leveraging AI to improve your agent & employee experiences
4. Building "break-walls" for your customer support team at scale
5. Creating chat-bots that actually help your customers from the get go
Click here to learn more about John Spottiswood
Click here to learn more about Jerry
Huge thanks to John for coming on The CXChronicles Podcast and featuring his work and efforts in pushing the customer experience & customer success space into the future.
If you enjoy The CXChronicles Podcast, stop by your favorite podcast player hit the follow button and leave us a review today.
For our Spotify friends, make sure you are following CXC & please leave a 5 star review so we can find new listeners & members of our community.
For our Apple friends, same deal -- follow CXCP and leave us a review letting folks know why you love our customer focused content.
You know what would be even better?
Go tell one of your friends or teammates about CXC's content, our strategic partners (Hubspot, Intercom, Zendesk, Forethought AI, Freshworks, TimeToReply & Ascendr) + they can learn more about our CX/CS/RevOps services & please invite them to join the CX Nation!
Are you looking to learn more about the world of Customer Experience, Customer Success & Revenue Operations?
Click here to grab a copy of my book "The Four CX Pillars To Grow Your Business Now" available on Amazon or the CXC website.
For you non-readers, go check out the CXChronicles Youtube channel to see our customer & employee focused business content.Reach Out To CXC Today!
Support the show
Contact CXChronicles Today
Tweet us @cxchronicles Check out our Instagram @cxchronicles Click here to checkout the CXC website Email us at [email protected]Remember To Make Happiness A Habit!!
-
Hey CX Nation,
In this week's episode of The CXChronicles Podcast #233 we were live at Customer Contact Week in the Caesar's Forum Entertainment Center in Las Vegas earlier this month with Sharath Keshava Narayana based in Palo Alto, CA.
Sharath is the Co-Founder at Sanas.AI and Observe.AI. He's also a General Partner at Carya Venture Partners.
Sanas' technology is designed to revolutionize communication by giving multilingual speakers a choice when it comes to how they communicate. It's a step towards empowering individuals, advancing equality, and deepening empathy with your customer facing agents & your customers.In this episode, Sharath and Adrian chat through the Four CX Pillars: Team, Tools, Process & Feedback. Plus share some of the ideas that Sharath and his team at Sanas.ai think through on a daily basis to build world class customer experiences.
**Episode #233 Highlight Reel:**
1. Building technology to improve the lives of 16+ million call center agents globally
2. Focusing on your employee experiences to amplify your CX performance
3. Leveraging AI for accent translation to deliver crystal clean communications
4. Why most tech companies struggle with user adoption & utilization
5. How AI/ML is accelerating startups ability to achieve scale & product market fit
Click here to learn more about Sharath Keshava Narayana
Click here to learn more about Sanas.ai
Huge thanks to Sharath for coming on The CXChronicles Podcast and featuring his work and efforts in pushing the customer experience & customer success space into the future.
If you enjoy The CXChronicles Podcast, stop by your favorite podcast player hit the follow button and leave us a review today.
For our Spotify friends, make sure you are following CXC & please leave a 5 star review so we can find new listeners & members of our community.
For our Apple friends, same deal -- follow CXCP and leave us a review letting folks know why you love our customer focused content.
You know what would be even better?
Go tell one of your friends or teammates about CXC's content, our strategic partners (Hubspot, Intercom, Zendesk, Forethought AI, Freshworks, TimeToReply & Ascendr) + they can learn more about our CX/CS/RevOps services & please invite them to join the CX Nation!
Are you looking to learn more about the world of Customer Experience, Customer Success & Revenue Operations?
Click here to grab a copy of my book "The Four CX Pillars To Grow Your Business Now" available on Amazon or the CXC website.
For you non-readers, go check out the CXChronicles Youtube channel to see our customer & employee focused business content.Reach Out To CXC Today!
Support the show
Contact CXChronicles Today
Tweet us @cxchronicles Check out our Instagram @cxchronicles Click here to checkout the CXC website Email us at [email protected]Remember To Make Happiness A Habit!!
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