The CXChronicles Podcast

Hey CX Nation, In this week's episode of The CXChronicles Podcast #232 we are live at Customer Contact Week in the Caesar's Forum Entertainment Center in Las Vegas with Trey Wade, Head of Consumer Experience at Molson Coors Beverage Company based in Chicago, IL. As describe by the Financial Times, Trey Wade is a “prolific collector of American Whiskey” and an up and coming spirits savant...

Hey CX Nation, In this week's episode of The CXChronicles Podcast #231 we are live at Customer Contact Week in the Caesar's Forum Entertainment Center in Las Vegas.  This is our CXCP Day 2 recap of the event. I was able to have my friend Kristi Faltorusso join us again on the podcast to rap on all of the things that we are seeing, hearing & talking about with all of the conference at...

Hey CX Nation, In this week's episode of The CXChronicles Podcast #230 we are live at Customer Contact Week in the Caesar's Forum Entertainment Center in Las Vegas.  This is our CXCP Day 1 recap of the event. I was able to have my friend Kristi Faltorusso join us on the podcast to rap on all of the things that we are seeing, hearing & talking about with all of the conference attendee...

Hey CX Nation, In this week's episode of The CXChronicles Podcast #229 we  welcomed Richard Convery, Founder & CEO of Ascendr based near London, England.  Richard is an expert in effective SaaS customer onboarding, a customer success advocate and one of our leading strategic partners here at CXChronicles. In this episode, Richard and Adrian chat through how he has tackled The Four CX Pill...

Hey CX Nation, In this week's episode of The CXChronicles Podcast #228 we  welcomed Shantel Love, Global VP of Customer Success Clinical & School Assessment based in Henderson, NV. Shantel is also a keynote speaker, author, LinkedIn Top Personal Branding Voice & work place futurist.   Shantel is on a mission to help diverse professionals use their voices on LinkedIn to build powerful...

Hey CX Nation, In this week's CXWeekly Update we walk through some ideas, goals & CTAs to begin overhauling your Quarterly Business Reviews (QBRs). QBRs are one of the easiest ways to make sure that your customer success team is getting regular time with their main POCs or account owners to walk through exactly how your product or service is providing value & hitting the mark set by y...

Hey CX Nation, In this week's CXWeekly Update we walk through some ideas, goals & CTAs to begin building your company's Voice of Customer Dashboards & Reporting. VOC or voice of customer has become an extremely popular topic with customer focused business leaders across the globe. There's so much software out there today that companies use and it becomes really difficult to...

Hey CX Nation, In this week's episode of The CXChronicles Podcast #225 we  welcomed Mikhail Hutton, Fractional CEO & CXO based in New York City.  Mikhail has spent the last 10+ years working in a variety of amazing companies including Humana, Integral Ad Science, Quantcast, Artemis & several VC backed companies helping them think through and execute on their go-to-market (GTM), custom...

Hey CX Nation, In this week's episode of The CXChronicles Podcast #224 we  welcomed Mario Matulich President & Managing Director of Customer Management Practice based in New York City. Mario and his team at CMP help companies with turning their customers into raving fans. They are the contact center industry's trusted partner offering research, events and online communities. They hel...

Hey CX Nation, In this week's episode of The CXChronicles Podcast #223 we  welcomed Simon Taylor, the CEO and founder of HYCU, the worlds fastest growing multicloud data protection company.  Simon has more than 20 year's experience in go-to-market strategy development, product marketing and channel sales management for the tech industry.  He has worked with leading companies such as Comt...

Hey CX Nation, In this week's episode of The CXChronicles Podcast #222 we  welcomed Sandra Thompson, Founder Director of The Ei Evolution based in London, England.  The Ei Evolution intends to achieve three things by 2030:  1) Employees experience more joy in their work as colleagues are more thoughtful and bosses are more compassionate.  2) People have longer-lasting positive memories of the...

Hey CX Nation, In this week's episode of The CXChronicles Podcast #221 we  welcomed Shawn Nason, the Founder and Chief Experience Officer at MOFI based in the Cincinnati, OH area.  As a former Disney Imagineer, Chief Innovation Officer, and founder of the Disruptor League, Shawn has a proven track record of leading and executing innovative projects that generate significant revenue, customer...

Hey CX Nation, In this week's episode of The CXChronicles Podcast #220 we  welcomed Simon Kriss, Leading Voice On AI In CX, Author, Futurist, Board & C-Suite AI Mentor based in Melbourne, Australia.  Simon is a customer experience futurologist and thought leader who works with Company Boards and C-Suite Executives on innovation in their customer experience. He's also the author of th...

Hey CX Nation, In this week's episode of The CXChronicles Podcast #219 we  welcomed Bill Waid, Chief Product & Technology Officer at FICO. FICO is an analytics company helping businesses make better decisions that drive higher levels of growth and success. FICO provides analytics software and tools used across multiple industries to manage risk, fight fraud, build more profitable customer...

Hey CX Nation, In this week's episode of The CXChronicles Podcast #218 we  welcomed Dennis Armbruster, Executive Vice President at The Verde Group.  The Verde Group is a customer experience consultancy, creating value by employing a proprietary research  methodology that is based on a fundamental principle of human behavior: Individuals are far more likely to take action in response to negati...

Hey CX Nation, Here's the first CXWeekly Update from CXC for 2024! This week's episode I walk through some ideas, goals & CTAs to jump into the new year with your customers & employees. Don't worry we have a ton of amazing guest interviews coming down the pipeline over the next couple of weeks. Part of our goal for the new year at CXC is to create more customer focused busin...

Hey CX Nation, This week we did something different to end the year & jump into 2024. This week's episode I walk through some ideas, goals & CTAs to jump into the new year with your customers & employees. I hope that all of you had an awesome year and holiday season & we're beyond excited to bring you more customer focused business content in the new year. If you enjoy Th...

Hey CX Nation, In this week's episode of The CXChronicles Podcast #215 we  welcomed Steve Portigal, Principal at Portigal Consulting based in Montara, CA.  Steve works with organizations in two key ways: i) he uncovers key insights about users and customers to help drive decisions about product, service, technology, and strategy and ii) he works with leaders to build a more mature user resear...

Hey CX Nation, In this week's episode of The CXChronicles Podcast #214 we  welcomed Uku Tomikas, CEO at Messente Communication based in Tallinn, Estonia.  Messente is a profitable Estonian startup offering an SMS API platform and two-factor authentication solution to businesses worldwide.  Through secure, global messaging and two-factor authentication, Messente connects businesses to people a...

Hey CX Nation, In this week's episode of The CXChronicles Podcast #213 we  welcomed Rick Elmore, Founder & CEO at Simply Noted based in Phoenix, AZ.  Simply Noted is an API-first platform that streamlines the creation and distribution of genuine Handwritten Notes. They are completely customer-funded and work with 100s of the top startups and Fortune 5000 companies to help them integrate,...

Hey CX Nation, In this week's episode of The CXChronicles Podcast #212 we  welcomed Tom Martin, CEO at Glance based in Wakefield, MA.  Glance makes it easy to provide personal, human-to-human customer experience in digital environments. Glance's in-the-moment web and mobile cobrowse, screen share, and video solutions increase customer satisfaction, ensure brand loyalty, and drive revenue...

Hey CX Nation, In this week's episode of The CXChronicles Podcast #211 we  welcomed Nicole Pereira, Founder & Hubspot Diamond Partner at Remotish based in San Diego, CA.  At Remotish Nicole and her team are passionate about the fundamentals. This is why they focus on building foundational HubSpot RevOps strategies vs chasing "the next big thing". Their team is widely regarded as...

Hey CX Nation, In this week's episode of The CXChronicles Podcast #210 we  welcomed Terence Chesire, VP of Product Management, Customer & Industry Workflows.  ServiceNow (NYSE: NOW) makes the world work better for everyone. Their cloud-based platform and solutions help digitize and unify organizations so that they can find smarter, faster, better ways to make work flow.  So employees and...

Hey CX Nation, In this week's episode of The CXChronicles Podcast #209 we  welcomed Jason Barro, Partner at Bain & Co & Founder at NPS Prism.  Bain & Company is a global consultancy that helps the world’s most ambitious change makers define the future. Built by Bain, NPS Prism is a customer experience (CX) benchmarking platform that shows where you and your competitors are winning...

Hey CX Nation, In this week's episode of The CXChronicles Podcast #208 we  welcomed Lloyed Lobo,  Author, From Grassroots To Greatness, Co-Founder at Boast. AI & Traction.  Lloyed Cofounded and helped bootstrap Boast. AI to 8 figures ARR. Boast is a fintech platform that provides businesses with R&D and Innovation funding.   He also Cofounded and helped bootstrap Traction to more than...