CXChronicles Podcast
Adrian Brady-Cesana
Come join the CXNation and listen the CXChronicles Podcast! Each week we discuss all things related to customer experience, customer service, customer success & inside sales for today's world. Listen on your favorite podcast player today!
CXCP hosts amazing customer focused business leaders and dives into customer experience weekly updates, ideas for growing your business and team, CX SaaS news and industry updates and provides tons of value-first insights from industry leaders.
CXC is constantly focusing on how we can strive to provide great customer experience and service content and information, regardless of your company's industry or space! Visit our website today at www.cxchronicles.com or check us out on Instagram/FB/Twitter using our handle @CXChronicles.
All episodes
Best episodes
Seasons
Top 10 CXChronicles Podcast Episodes
Goodpods has curated a list of the 10 best CXChronicles Podcast episodes, ranked by the number of listens and likes each episode have garnered from our listeners. If you are listening to CXChronicles Podcast for the first time, there's no better place to start than with one of these standout episodes. If you are a fan of the show, vote for your favorite CXChronicles Podcast episode by adding your comments to the episode page.
CXChronicles Podcast 154 with Gaurav Bhattacharya, CEO at Involve AI
CXChronicles Podcast
01/25/22 • 45 min
Hey CX Nation,
In episode #154 of The CXChronicles Podcast we welcomed Gaurav Bhattacharya, CEO at Involve AI based in Los Angelas, CA.
Similar to CXC, Gaurav & his team are on a mission to make the world's companies more customer centric. Involve.ai organizes all customer data and makes it useful to stop customers from leaving and expand them to increase revenue.
The magic is in the AI to find signals from all unstructured data and predict churn and expansion from sources like CRM, product usage and behavior data, emails, calls, and support channels.
Gaurav and Adrian also chat through The Four CX Pillars: Team, Tools, Process & Feedback to share some of the tips & tricks that have worked for Involve AI as they've built & grown their business & team.
**Episode #154 Highlight Reel:**
1. Expanding your team's customer health scoring visibility to grow your business
2. Building a team focused on collaboration, humility, ownership & intrinsic motivation
3. The average SMB business uses 11 SaaS tools to manage their customer experience
4. Aggregating your customer data into one place to make it easier to assess & act upon it
5. Building a unique feedback mechanism into your business as it scales & grows
Huge thanks to Gaurav for coming on The CXChronicles Podcast and featuring his team's work and efforts in pushing the customer experience & customer success operations space into the future.
Click here to learn more about Gaurav Bhattacharya
Click here to learn more about Involve AI
If you enjoy The CXChronicles Podcast, please stop by your favorite podcast player and leave us a review. This is the easiest way that we can find new listeners, guests and future customer focused business leaders to tune into our weekly podcast.
Be sure to grab a copy of our book "The Four CX Pillars To Grow Your Business Now" on Amazon & check out the CXChronicles Youtube channel for videos of all of our episodes, they're actually starting to stack up!
Reach out to CXC at [email protected] for more information about how we can help your team make customer happiness a habit!
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!!
CXChronicles Podcast 140 with Nathan Foy, CEO at Fortis
CXChronicles Podcast
10/18/21 • 37 min
Hey CX Nation,
In episode #140 of The CXChronicles Podcast we welcomed Nathan Foy, CEO at Fortis based in Greenville, SC.
FORTIS is the global leader in secure private travel offering a full spectrum of services including 5-star secure chauffeured service, executive protection, and concierge for the world’s most discerning traveler. Offering service in over 1000 cities in 114 countries, the organization ranks among INC 5000s Fastest Growing Companies in the United States and was recently named to the prestigious Best Places to Work in South Carolina 2020.
Headquartered in Greenville, South Carolina with offices in Hong Kong and KSA, Fortis has provided innovative solutions for all aspects of secure private travel since its founding in 2000. To learn more, visit Fortis.co
Adrian and Nathan chat through how the team at Fortis has approached The Four CX Pillars: Team, Tools, Process & Feedback as they've scaled and grown their team into hundreds of people.
**Episode #140 Highlight Reel:**
1. Building a global 24/7 secure private travel experience company for the world's most discerning & experienced travelers
2. Ideas for building your international team & partner network to scale across the globe
3. Focusing on tools & process to keep your global team informed & under control as you scale
4. Building flywheels inside of your business to expedite growth & traction
5. How agile CX can overhaul your company over night
Huge thanks to Nathan for coming on the CXCP and featuring his team's work and efforts in building Fortis!
Click here to learn more about Nathan Foy
Click here to learn more about Fortis
If you enjoy The CXChronicles Podcast, please stop by your favorite podcast player and leave us a review, this is the easiest way we can find new listeners, guests and future CX'ers & be sure to grab a copy of our book "The Four CX Pillars To Grow Your Business on Amazon today!
CXChronicles -- Customer Experience Managed Services
Reach out to us now at [email protected] for more information
Book Time with CXChronicles via Calendly
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!!
CXChronicles Podcast 139 with Jose Herrera, CEO at Hire Horatio CX
CXChronicles Podcast
10/11/21 • 30 min
Hey CX Nation,
In episode #139 of The CXChronicles Podcast we welcomed Jose Herrera, CEO at Hire Horatio CX based in New York City.
Horatio is a next-generation and tech-enabled customer support outsourcing firm aimed at providing a reliable and trusted handpicked team to allow businesses to “do what they do best and Hire Horatio for the rest.” Horatio partners with high-growth and innovative companies to develop their customer support strategy and provides a dedicated handpicked team to execute.
Jose and Adrian chat through how the team at Horatio has approached The Four CX Pillars: Team, Tools, Process & Feedback as they've scaled and grown their team into hundreds of people.
**Episode #139 Highlight Reel:**
1. Building a modern customer support team for high growth, digitally focused companies
2. Leveraging tools like Zendesk, Kustomer, Gorgious, Gladly and other SaaS solutions
3. How to build your team's customer experience living playbook for success
4. Best practice ideas for getting your team to adopt & utilize your internal tools
5. Why focusing on your team, culture and overall mission is key to EX success
Huge thanks to Jose for coming on the CXCP and featuring his team's work and efforts in pushing the customer experience & service world into the future.
Click here to learn more about Jose Herrera
Click here to learn more about Hire Horatio CX
If you enjoy The CXChronicles Podcast, please stop by your favorite podcast player and leave us a review, this is the easiest way we can find new listeners, guests and future CX'ers & be sure to grab a copy of our book "The Four CX Pillars To Grow Your Business on Amazon today!
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!!
CXChronicles Podcast Episode 121 with Brandon Dufour, CEO The Next Street
CXChronicles Podcast
05/10/21 • 43 min
In episode #121 of The CXChronicles Podcast we welcomed Brandon Dufour, CEO at The Next Street based in Watertown, CT.
Getting a driver's license is a big deal. It shouldn't be a big hassle. The Next Street makes it easy. They are the national leader in driver's education. Brandon's company celebrates employees, invests in employee happiness inside and outside of work and gives their team the tools they need to be the best versions of themselves.
The Next Street was founded in 2009 when Brandon and his team spotted an opportunity to make a splash in the education industry. Over the last 10+ years, his team has been able to grow revenue by 800% and now service the entire state of Connecticut.
Episode #121 Highlight Reel:
1.) How do you determine what your company stands for?
2.) Baking customer centricity into your business DNA
3.) Identifying the driving factors of the customers that you serve
4.) Employee happiness drives revenue & profits
5.) Allowing customer & employee feedback to drive positive change!
Huge thanks to Brandon for coming on the show and featuring his work and efforts in pushing the driver education & preparation world into the future.
Click here to learn more about Brandon Dufour
Click here to learn more about The Next Street
If you enjoy The CXChronicles Podcast, please stop by your favorite podcast player and leave us a review, this is the easiest way we can find new listeners, guests and future CX'ers!
Watch The CXChronicles Podcast On Youtube Here
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!!
CXChronicles Podcast Episode 82 with Steve Scher
CXChronicles Podcast
04/15/20 • 35 min
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 achieve ultimate success and financial freedom.
During his 14 years as CEO, Steve worked hard to overcome many business challenges and all the curve balls that most entrepreneurs experience throughout their careers. In the process, he honed his leadership skills, learned the true value of employees, and understood the importance of creating a great culture.
Over the years, Steve forged his business into a leading temporary staffing company with 18 offices nationwide, hundreds of loyal employees, and $50 million in annual revenue. This temporary staffing solutions company specializes in hospitality, foodservice, convention, and related industries.
The impressive customer list includes Apple, DropBox, Fairmont, Google, Hyatt, and Marriott; elite university systems such as Stanford, UC Berkeley, UCLA, USC, and University of Texas; large hospital systems throughout the US; and concessionaires for major league sports teams and events including multiple Super Bowls and World Series.
Steve built a team and processes that could be scaled and replicated. While establishing coast-to-coast locations, he applied various strategies to build out the business.
Tune into this week's show as Steve talks with Adrian about the Four CX Pillars; Team, Tools, Process and Feedback!
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!!
CXChronicles Podcast 185 with Celia Fleischaker, CMO at Verint
CXChronicles Podcast
10/25/22 • 41 min
Hey CX Nation,
In this week's episode of The CXChronicles Podcast #185 we welcomed Celia Fleischaker, Chief Marketing Officer at Verint based in New York.
Verint® helps the world’s most iconic brands build enduring customer relationships by connecting work, data, and experiences across the enterprise.
Verint helps its customers navigate and thrive as they adapt to the future of work, eliminate the inefficiencies created by organizational and data silos, and consistently deliver differentiated experiences at scale across every interaction.
In this episode, Celia and Adrian chat through how she has tackled The Four CX Pillars: Team, Tools, Process & Feedback throughout her career + shares some of the tips & tricks that have worked for her across her own customer focused business leader journey.
**Episode #185 Highlight Reel:**
1. The role that marketing plays in building your customer experiences
2. Finding time to meet in person with your customers & team (outside of remote)
3. Understanding what content & campaigns your customers engage with
4. Leveraging community to empower users + share tribal knowledge
5. Why feedback is a gift that helps to drive growth & innovation
Huge thanks to Celia for coming on The CXChronicles Podcast and featuring her work and efforts in pushing the customer communication and success optimization space into the future.
Click here to learn more about Celia Fleischaker
Click here to learn more about Verint
If you enjoy The CXChronicles Podcast, please stop by your favorite podcast player and leave us a review today. This is the easiest way that we can find new listeners, guests and future business leaders to join our customer focused community!
And be sure to grab a copy of our book "The Four CX Pillars To Grow Your Business Now" available on Amazon + check out the CXChronicles Youtube channel to see all of our customer focused business leader video content + our past podcast episodes!
Reach out to CXC at [email protected] for more information about how we can help your business make customer happiness a habit!
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!!
CXChronicles Podcast 163 with Nick Francis, Co-Founder & CEO at Help Scout
CXChronicles Podcast
03/30/22 • 40 min
Hey CX Nation,
In episode #163 of The CXChronicles Podcast we welcomed Nick Francis, Co-Founder & CEO at Help Scout based in Boulder, CO + backed by a fully remote team spread across the globe.
Help Scout is designed with your customers in mind. Provide email and live chat with a personal touch, and deliver help content right where your customers need it, all in one place.
The customer experience is simple and training staff is painless, but Help Scout has all the powerful features that you need to provide great support at scale. With best in-class-reporting, an integrated knowledge base, 50+ integrations and a robust API, Help Scout lets your team focus on what really matters: your customer portfolio.
Help Scout is trusted by 12,000+ customers in over 140 countries, including GrubHub, and AngelList
In this episode Nick and Adrian chat through how Help Scout tackles The Four CX Pillars: Team, Tools, Process & Feedback + share some of the tips & tricks that have worked for the team over at Help Scout as they've built & grown their team & customer portfolio.
**Episode #163 Highlight Reel:**
1. Getting CX Right helps your company build trust, makes people happy & helps you grow
2. Betting on the best available talent over geography to make a world-class remote team
3. Investing in your business intelligence solution early & piping every possible data set into it
4. Why everything in your company needs to be documented to build optimal living playbooks
5. Building your MVP Voice of Customer (VOC) Task Force to optimize your CX/CS efforts
Huge thanks to Nick for coming on The CXChronicles Podcast and featuring his team's work and efforts in pushing the customer experience and success space into the future.
Click here to learn more about Nick Francis
Click here to learn more about Help Scout
If you enjoy The CXChronicles Podcast, please stop by your favorite podcast player and leave us a review. This is the easiest way that we can find new listeners, guests and future customer focused business leaders to tune into our weekly podcast.
And be sure to grab a copy of our book "The Four CX Pillars To Grow Your Business Now" on Amazon + check out the CXChronicles Youtube channel with all of our video episodes & customer focused business leader content!
Reach out to CXC at [email protected] for more information about how we can help your business make customer happiness a habit!
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!!
CXChronicles Podcast 142 CXWeekly Update Top Ideas For End Of Year CX/CS Audit
CXChronicles Podcast
11/01/21 • 13 min
Hey CX Nation,
In episode #142 of The CXChronicles Podcast we dusted off the old CX Weekly Update format (back from popular demand) & chatted through a bunch of year end tips for all of you customer focused business leaders.
Adrian chats through a number of ideas around how your team can use The Four CX Pillars: Team, Tools, Process & Feedback framework to perform your end of year CX/CS audit.
This will create tons of fuel and ammo for your 2022 team kick-off and project planning efforts over the next couple of weeks leading up to the holidays.
**Episode #142 Highlight Reel:**
1. Thinking about surveys & collecting customer feedback
2. Response time and getting back to folks quickly
3. Leveraging leadership & executive sponsors to drive customer retention
4. Understanding & building upon customer needs
5. Invest in updated customer journey maps heading into next year
Huge thanks to all of you for following the CXCPodcast each week and being apart of building the "CX Nation" one of the fastest growing communities of customer experience & customer success professionals in the world!
Click here to learn more about CXC
If you enjoy The CXChronicles Podcast, please stop by your favorite podcast player and leave us a review, this is the easiest way we can find new listeners, guests and future CX'ers & be sure to grab a copy of our book "The Four CX Pillars To Grow Your Business on Amazon today!
Ask CXChronicles How You Can Learn More About Our Customer Experience Managed Services
Reach out to us now at [email protected]
Book Time with CXChronicles via Calendly
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!!
CXChronicles Podcast Episode 102 with Merrill Chandler, Founder of Get Fundable
CXChronicles Podcast
11/16/20 • 32 min
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, Merrill developed a process to optimize personal and business credit profiles to improve a borrower’s “Fundability.” Based upon this concept, he founded GetFundable.com to deliver his revolutionary technology to entrepreneurs, business owners, and real estate investors who want easy, no-hassle, approvals.
Merrill and Adrian chat through The Four CX Pillars; Team, Tools, Process and Feedback and give the listener a ton of different ideas for thinking about how they can access, utilize or leverage different lending strategies to grow their business into the future.
Huge thanks to Merrill for coming on the show and sharing his story with all of us -- listen on your favorite podcast player now!
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!!
CXChronicles Podcast Episode 59 with John DiJulius, Chief Revolution Officer of the DiJulius Group
CXChronicles Podcast
06/11/19 • 45 min
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. John works with business owners & executives across the country & has written countless books & delivered hundreds of speeches nationwide. Listen to today's episode to learn a ton of amazing new tips, tricks & ideas for growing your business or team through the power of customer experience!
Keynote speaker, international customer experience consultant and best selling author of four books, John DiJulius, works with world class companies like the The Ritz-Carlton, Lexus, Starbucks, Nordstrom, Nestle, Marriott Hotel, Pricewaterhouse Coopers, Cheesecake Factory, Bausch & Lomb, Progressive Insurance, Harley Davidson, State Farm, Chick-fil-A, Entrepreneurs Organization, YPO, Aveda, and many more.
John isn’t just talking about it, he lives it, as a very successful entrepreneur of two businesses: John Robert’s Spa, a chain of upscale Cleveland locations, repeatedly named one of the top 20 salons in America and The DiJulius Group, a customer experience consulting firm that uses the X-Commandment methodology to providing a World-Class Customer experience. In 2018, John led a TEDx talk entitled “Meet as Strangers Leave as Friends.”
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!!
Show more best episodes
Show more best episodes
FAQ
How many episodes does CXChronicles Podcast have?
CXChronicles Podcast currently has 233 episodes available.
What topics does CXChronicles Podcast cover?
The podcast is about Customer Success, Marketing, Management, Customer Service, Entrepreneur, Entrepreneurship, Startup, Startups, Podcasts, Sales, Business and Customer Experience.
What is the most popular episode on CXChronicles Podcast?
The episode title 'CXChronicles Podcast 187 with Mark Slatin, Founder at EmpoweredCX' is the most popular.
What is the average episode length on CXChronicles Podcast?
The average episode length on CXChronicles Podcast is 35 minutes.
How often are episodes of CXChronicles Podcast released?
Episodes of CXChronicles Podcast are typically released every 8 days.
When was the first episode of CXChronicles Podcast?
The first episode of CXChronicles Podcast was released on Mar 27, 2018.
Show more FAQ
Show more FAQ