The CXChronicles Podcast

In this episode of the CXChronicles podcast we speak with Sammy Morhaim CEO of Advantage IO. Throughout the episode we talk about the 4 CX Pillars; Team, Tools, Process & Feedback and how they can impact your business. Sammy talks about a number of tips, tricks & ideas for how you should be thinking about technology inside of your business to gain a competitive advantage while building you...

In 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...

In 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 tod...

In 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 a...

In 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 c...

In 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 yo...

In this episode we talk about some of the key positions for you to have on your company's CX (customer experience) or customer service team. We know that every business is different but in this CXWeekly update we give you tips and ideas for what positions you should consider having inside of your company or startup CX team. These roles will help to ensure that you have the focus you need acro...

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...

In this episode of the CXChronicles Podcast we talk about 8 different ways that you can increase your company's focus on customer retention and churn mitigation. The more you can reduce churn -- the better your business becomes its as simple as that. Repeat customers are everything -- listen to this episode to learn how you can improve your business through the power of customer experience to...

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 c...

In 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 show Contact CXChroni...

In 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 epi...

In this episode we speak with Allen Beers, Director of Customer Success at Greenhouse in New York City.  Greenhouse has raised over $110 million dollars in Venture Capital to chance the way that companies across the world hire new talent.  Greenhouse is a recruiting optimization platform to help companies build and scale their recruiting processes. In this episode Allen Beers talks with the CXNati...

In 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 show Contact CXChronicles Today Tweet us @cxchronicles Check out our Instagram...

In this episode we talk with Ilana Brown, Director of Customer Success @ Seven Rooms in NYC. Illana dives into the 4 CX Success Pillars @ Seven Rooms -- and what its taken to build out the customer facing team in NYC.  From neighborhood restaurants to international, multi-concept hospitality groups, SevenRooms empowers operators to create and cultivate the meaningful, direct relationships with gue...

In 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 show Contact CXChronicles Today Tweet us @cxchronicles Check out our Instagram @cxchronicles Click here to che...

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 show Contact CXChronicles Today Tweet us @cxchronicles Check out our Instagram @cxchronicles Click here to checkout the CXC website Email us at info@cxchronicles.com  Remember To Make Happiness A Habit!!

In this episode 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 show...

In 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...

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 show Contact 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...

In this episode we talk to Julia Lowd, Director of Customer Operations at Betterment. Betterment currently has $13.5+ Billion Dollars under management. Betterment is currently based in New York City. And Julia and her team manage the customer experience and communications with their customers. Listen to Julia talk about the 4 CX Success Pillars and what its like managing a Billion-Dollar company&a...

In this episode we chat with Mario Sansalone from Grindr. Mario heads up the customer operations teams for over 3.5 million daily users. Mario chats through the 4 CX Success Pillars and highlights how to grow your business through the power of customer experience! Reach Out To CXC Today! Support the show Contact CXChronicles Today Tweet us @cxchronicles Check out our Instagram @cxchronicles Click...

Today we chat with Shep Hyken -- a world renown speaker and author on the topic of customer experience, service and client management. Shep has traveled the world speaking with crowds about customers and helping companies get a better handle on their service efforts. Shep joins the CXNation today to tell his story and give us tips and advice for growing our business through the power of customer e...

In 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...

I’m super excited for today’s show as we welcome Derek Mihalicz Head of Customer Experience from Unyte Health in Toronto, CN to the CXChronicles Podcast Derek has spent the bulk of his career working hand in hand with customers -- he’s spent time in leadership roles lat the Toronto Star Newspaper and Metroland Media Group and is currently the Head of Customer Experience at Unyte Health in Toronto,...