The CXChronicles Podcast

In 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 ana...

In 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.  H...

In 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...

In 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 te...

Megan 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 focuse...

Episode 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,...

Listen 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 an...

In 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. ...

Listen 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...

In 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 re...

Check 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...

In episode #96 of The CXChronicles Podcast we welcomed Robin Marcenac, Head of Customer Experience & Success at Pypestream to talk with the CXNation. Robin talks with Adrian and the CXNation about his customer experience leadership journey helping to build customer support teams and strategies at companies like IBM and Pypestream in New York City.  In this episode you will hear from a customer...

In episode #95 of The CXChronicles Podcast we welcomed Kathy Dalpes VP of Global Customer Support at Zendesk to talk with the CXNation. Kathy talks with Adrian about her customer experience leadership journey helping to build the customer support teams and strategies at a plethora of global brands including AT&T, E-Bay, Belkin, Skype, Spotify and Zendesk.  In this episode you will hear from an...

In Episode #94 of The CXChronicles Podcast we welcomed Brandon Rosipko, Director of Customer Experience Transformation at Alorica.  Alorica provides a host of world class services, including logistics and fulfillment. Brandon and his team are proud to passionately serve clients across a plethora of industries including — automotive, financial services, healthcare, retail and tech companies, many i...

In this episode of The CXChronicles Podcast we welcome Jeroen Corthout, CEO of Salesflare in Antwerp Area, Belgium.  Salesflare is the intelligent CRM startups and small businesses love to use. It's a zero-input sales pipeline tool that thinks and works for its user, not the other way around. No more manual data entry. Salesflare fills out your address book and keeps track of all interactions...

In this episode of The CXChronicles Podcast we welcomed Megan Holsinger, Director of Customer Success at JB Sales Training in Boston, MA.  Megan works with John Barrows from "The Make It Happen Mondays Podcast". JB Sales Training has become incredibly popular with startup and growth focused companies due to all of John's work with sales training, consulting and design thinking.  In...

In episode #91 of The CXChronicles Podcast, a brand new CXWeekly Update we talk through the top 10 ways to think about how you can segment customers within your business or customer portfolio.  The best companies in the world take time on a regular basis to crunch down every client persona or segment to better understand how they can best serve them.  Customer segmentation is one of the easiest wa...

In this episode of the CXChronicles Podcast we chat through 6 reasons to invest in customer feedback within your business.  Collecting, measuring, analyzing and understanding what to do with customer feedback is becoming priceless as more companies understand the power of customer feedback mediums like NPS, CSAT, CES and Product Scoring.  In this week's CXWeekly Update Adrian chats through a...

In this episode of The CXChronicles Podcast we welcome Brian Wallace to the show. Brian is the Founder of NowSourcing, based out of Louisville, KY.  NowSourcing is the nation's premier infographic design agency. Brian and his team perfected the art and science of telling a compelling story through incredible visuals, backed by vetted data and research, and disseminating it throughout online m...

In this episode of the CXChronicles Podcast we welcomed Ian Reynolds, Partner at Zibtek.  Zibtek offers Full stack development, Web design, and Digital marketing. Ian's team of experts serve Fortune 500s to midsize businesses and startups. They have agile methodologies that they offer clients to effectively handle software projects of any scale and complexity, quickly and cost effectively. Zi...

In this episode of the CXChronicles Podcast we talk about 6 reasons why your business strategy isn't working.  Based on a recent Harvard Business Article, written by Michael Beer, which does a great job highlighting 6 key areas that you need to think about while building and scaling your startup or business.  #1 -- Unclear values and conflicting priorities  #2 -- Ineffective Senior Leadership...

In this episode of the CXChronicles Podcast we welcome Ashvin Vaidyanathan, Chief Customer Officer at Gainsight.  Gainsight’s innovative customer-centric technology is driving the future of customer success. The company’s Customer Cloud offers a powerful set of solutions focused on customer success, product experience, revenue optimization, customer experience, and customer data, that together ena...

In this episode of the CXChronicles Podcast we talk through a bunch of ideas and tips for thinking through how you and your team can get better at collaborating in a remote working environment.  Some companies are better than others at adapting to the changing times. In this episode we give you ideas around compensation, metrics, goals, alignment and more!  Check us out CXChronicles.com today!  Re...

In this episode of the CXChronicles Podcast Adrian dives into a bunch of different ideas for the CXNation around best practices for your customer facing team as we continue to fight through the COVID19 experience. Companies across the world have been forced to adapt, evolve, and update their teams, tools, process and feedback over the past 2+ months. In this episode of the podcast we get into seve...

In this week's episode of the CXChronicles Podcast we welcome GQ Fu Co-Founder of LTVplus.  LTVplus works with your business to build and manage your own dedicated teams of live chat agents, customer support agents, social media support, back-office support, and content translators. Some of their bread and butter offerings include:  Live Chat, Customer Success, Outreach, Customer Support, Pre...