The CXChronicles Podcast

In 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 achiev...

In 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 o...

In this episode of CXChronicles Podcast we welcome Brian Merz from Slack in New York City! Brian helps to lead up the customer experience (CX) team over at Slack. Brian shares an awesome story about his personal customer focused business leader journey as well as what its like to work at one of the hottest companies in the world today.  Throughout this entire COVID-19 (Cornavirus) experience -- Sl...

In 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 typ...

In this episode of the CXChronicles we share a ton of valuable tips, tricks and best practices for customer journey mapping. For any customer experience or inside sales manager looking for new ways to improve and fine-tune your customer facing team's performance -- listen to this episode now!  Jim Tincher has had the fortune of working with a plethora of incredible Fortune 500 companies to ma...

In this episode of the CXChronicles Podcast we welcomed Mike Wittenstein from Storyminers. Mike has honed his unique approach as IBM’s official eVisionary. Since then, leaders at brands like Adobe, Chick-fil-A, Apple, Transitions, LeasePlan, and Delta have brought Mike in for his strategic skills and warm personal style as a C-Suite advisor, technology integrator, data interpreter, credentialed Cu...

In 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 lear...

Geno Church is a sought-after and often-stalked thought leader in uncovering the DNA of sustainable word of mouth movements and building them from the ground, up. He is one of the co-authors of the very popular books "Brains on Fire" and "The Passion Conversation" which you can find on Amazon. He's a real deal word of mouth marketing practitioner with proven results to bac...

Now that the dust has begun to settle let's take some time to lay out some clear, defined goals around how you want to improve your company's CX in 2020.  Let's start with some of the basic goals that you should begin working on with your team this year. Remember goal setting and strategy planning should be fun, don't look at it like its a chore but rather something that you ne...

In 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 th...

In 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,...

In this episode of the CXChronicles Podcast, we welcomed Robert Castles Chief Vision Officer at PMG in Atlanta, GA. We talk through Robert's journey and how he and the team over at PMG think about Team, Tools, Process and Feedback. Huge thanks to Robert for coming on the show and telling his story to the CXNation! PMG works with some incredible global brands helping to build their digital pro...

Listen to this week's new episode of the CXChronicles Podcast. This week we had J.Money from Budgets Are Sexy on the show to talk about his story building, growing and selling his company. Plus we chat through a ton of different ideas, tips and tricks for business owners and executives to consider when building and scaling their business. We also chat through different personal finance ideas...

In this CXWeekly Update of the CXChronicles Podcast Episode #69 we talk about some of the major CX and customer service trends that you need to consider for your company's going focus and investment on your CX or customer experience efforts. We talk about a recent Sitel Group report that shares a ton of valuable CX and customer experience insights for us to consider as we get closer to the ye...

In 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...

In 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 ea...

In this episode of the CXChronicles Podcast we chat with Liz Tsai, CEO of HiOperator. HiOperator is changing the way that companies manage their problem ticket optimization and issue resolution success rates.  HiOperator is a virtual assistant that answers phone calls, chats with customers, provides in-app help, takes orders, and provides support. The company’s solution portfolio includes brand me...

In this episode of the CXChronicles Podcast we talk about how chatbots can change the game for your business. Are you having trouble answering the same 5 questions for your customers every day? Is it taking you too long to respond? Chatbot solutions can help you with this! Chatbots creates an easy way for your business to talk with customers about basic, easy to manage FAQS about your product or s...

In 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 diff...

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...

In 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 l...

In 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 a...

In 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. ...

In this episode of the CXChronicles podcast we talk with John DiJulius, Chief Revolution Officer of the DiJulius Group. One of the world's leading experts on customer service training, content & consulting work. We were thrilled to have John come on the show and talk with the CXNation about what it takes to build world class customer experience & customer service in today's world...

In 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.dangin...