The CXChronicles Podcast

Adrian Brady-Cesana
  • 4.8 (24)
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  • UPDATED WEEKLY

Companies will spend approximately $1.24 trillion on software in the next 5 years, with average SaaS utilization rates being only 30-40%. Most companies struggle with team adoption & on-going utilization rates, averaging 30% + require constant audits, optimization, on-demand support & employee training when changes are made. Globally companies lose $3.7 trillion per year due to poor customer experiences & insufficient revenue ops & customer intelligence.  AI is rapidly changing the world & every business leader will need content, market intelligence, training support + clear roadmap for how to start transitioning into an AI-powered customer focused business leader. Our mission is to make customer & employee happiness a habit.✅ The Voice of the Customer The CXChronicles Podcast brings 300+ episodes with proven strategies, expert insights, and real-world case studies from leading customer-focused business leaders. Follow-us & leave a 5 star rating so we can continue to share learnings & findings from "The CX Nation" on how to build world class customer & employee experiences to grow your business into the future! 

  1. 1D AGO

    CXWeekly Update | AI's Impact On Customer & Employee Experience

    Hey CX Nation, In this CXWeekly Update episode #277 we walk through ideas, goals & CTAs the team at CXC has been focused on, not only internally but from the learnings we're being exposed to from clients & strategic partners on a regular basis.  In this episode we walk through a few emerging trends around how AI is impacting the future of Sales, CX, Customer Success & Support + the future of work.  Thanks to our friends at GoTo, Intercom & TriNet for supplying some amazing market reports that fuel this week's episodes. They collectively went out & interviewed & surveyed thousands of business leaders from across the world to see where they are in their AI foundation building efforts.  Click here for GoTo Pulse of Work Report 2025 Click here for Intercom Customer Service Transformation Report 2026 Click here for Tri-Net State of Workplace Report 2025 Don't worry we have a ton of amazing brand new guest interviews & episodes coming down the pipeline. We're also working on new forms & mediums of customer focused business content -- including my 2nd book "Make Happiness A Habit" that we are launching in the New Year.  We've also been building a few new podcasts behind the scenes to take all that we've learned with CXCP & start finding other podcast areas ripe for more content.  A big part of CXC's mission is to continue creating valuable customer & employee focused business leader content, including CXWeekly updates like this that are digestible, actionable & most importantly entertaining.  The CXChronicles Podcast is approaching a huge milestone in the upcoming months that most podcasts will never achieve. We closing in on 300+ episodes of customer focused business content from incredible Founders & Executives from all over the world.  CXC is partnered with several leading software & technology providers including Hubspot, Intercom, Freshworks, & several others who might be the difference in your CX/EX performance moving forward.  We provide our clients with audits, assessments & scorecards and we provide custom CTAs centered around your content engine to drive CX/EX health, utilization & health performance for our partner solutions (Hubspot, Intercom, Freshworks), & on-demand managed services (partner led implementation, utilization performance & training for several of our partner solutions). If you enjoy The CXChronicles Podcast, stop by your favorite podcast player and leave us a review today. You know what would be even better? Go tell one of your friends or teammates about CXC's content, CX/CS/RevOps services, our customer & employee focused community & invite them to join the CX Nation! For you non-readers, go check out the CXChronicles Youtube channel to see our customer & employee focused video content & short-reel CTAs to improve your CX/CS/RevOps performance today (politely go smash that subscribe button). Contact us anytime to learn more about CXC at INFO@cxchronicles.com and ask us about how we can help your business & team make customer happiness a habit now! 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!!

    17 min
  2. Insurance Companies Doubling Down On CX | Todd Breton & Eileen Potter

    FEB 3

    Insurance Companies Doubling Down On CX | Todd Breton & Eileen Potter

    Hey CX Nation, In this week's episode of The CXChronicles Podcast #276, we welcomed Todd Breton from Hippo Insurance & Eileen Potter from Smart Communications to talk through CX's role in the insurance industry.  Smart Communications is the trusted choice for regulated enterprises looking to modernize complex processes and connect with customers in the moments that matter most.  More than 650 enterprises worldwide—including Zurich Insurance, Priority Health, The Pacific Financial Group, and The Bancorp—rely on Smart Communications to reduce compliance risk, boost operational efficiency, lower costs, and fast-track digital transformation that fuels business growth and elevates the customer experience. 500,000+ homeowners are insured today by Hippo with 70+ insurance carrier partners to boot.  In this episode, Todd, Eileen and Adrian chat through the Four CX Pillars: Team, Tools, Process & Feedback. Plus share some of the ideas that their teams think through on a daily basis to build world class customer experiences. **Episode #276 Highlight Reel:** 1. Technology's role in the insurance industry 2. How AI is changing the insurance space  3. Why most insurance companies are doubling down on CX 4. Relationships still matter for most insurance customers 5. The future of insurance Click here to learn more about Todd Breton Click here to learn more about Eileen Potter Click here to learn more about Smart Communications Click here to learn more about Hippo Insurance Huge thanks to Todd & Eileen for coming on The CXChronicles Podcast and featuring their work and efforts in pushing the way that customer experience fits inside of the insurance industry in the future.  For all of our Apple & Spotify podcast listener friends, make sure you are following CXC & please leave a 5 star review so we can find new members of the "CX Nation".  You know what would be even better? Go tell your friends or teammates about CXC's custom content, strategic partner solutions (Hubspot, Intercom, & Freshworks) & On-Demand services & invite them to join the CX Nation, a community of 15K+ customer focused business leaders! Thanks to all of you for being apart of the "CX Nation" and helping customer focused business leaders across the world make happiness a habit! 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!!

    44 min
  3. The Voice Layer For AI In The Real World | Sagi Reuven

    JAN 28

    The Voice Layer For AI In The Real World | Sagi Reuven

    Hey CX Nation, In this week's episode of The CXChronicles Podcast #275, we welcomed Sagi Reuven, Chief Revenue Officer at Deepdub based in Tel Aviv, Israel.  Deepdub is the enterprise voice infrastructure powering AI in production. Deepdub built their credibility in the most demanding voice environments in the world: Hollywood studios, global broadcasters, and premium content pipelines where voice quality, emotional accuracy, and reliability are non-negotiable. Deepdub enables zero-shot voice cloning, voice-to-voice, ADR, accent control, and ultra-low latency delivery designed for systems that operate live, at scale, and in front of real customers. Get started here> https://deepdub.ai/ FYI even better if you let them know that CXC sent you their way! In this episode, Sagi and Adrian chat through the Four CX Pillars: Team, Tools, Process & Feedback. Plus share some of the ideas that his team think through on a daily basis to build world class customer experiences. **Episode #275 Highlight Reel:** 1. Personalize for problems, not people. 2. Keeping top talent by building smarter teams 3. AI's impact on leadership & strategy 4. The Partnership Economy is here 5. Changes to prepare for in the work place Click here to learn more about Sagi Reuven Click here to learn more about Deepdub Huge thanks to Sagi for coming on The CXChronicles Podcast and featuring his work and efforts in pushing the customer experience & contact center space into the future.  For all of our Apple & Spotify podcast listener friends, make sure you are following CXC & please leave a 5 star review so we can find new members of the "CX Nation".  You know what would be even better? Go tell your friends or teammates about CXC's custom content, strategic partner solutions (Hubspot, Intercom, & Freshworks) & On-Demand services & invite them to join the CX Nation, a community of 15K+ customer focused business leaders! Want to see how your customer experience compares to the world's top-performing customer focused companies?  Check out the CXC Healthzone, an intelligence platform that shares benchmarks & insights for how companies across the world are tackling The Four CX Pillars: Team, Tools, Process & Feedback & how they are building an AI-powered foundation for the future.  Thanks to all of you for being apart of the "CX Nation" and helping customer focused business leaders across the world make happiness a habit! 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!!

    50 min
  4. Building All-in-One Customer Insight & Action Platform | Dave Rennyson

    12/16/2025

    Building All-in-One Customer Insight & Action Platform | Dave Rennyson

    Hey CX Nation, In this week's episode of The CXChronicles Podcast #274, we welcomed Dave Rennyson, President & CEO at SuccessKPI based in the Washington, DC area.  SuccessKPI is an on-demand insight and action platform that removes the obstacles that agents, managers, and executives encounter in delivering exceptional customer service. SuccessKPI is trusted by some of the world's largest government, BPO, financial, healthcare, and technology contact centers in the United States, Europe, and Latin America. In this episode, Dave and Adrian chat through the Four CX Pillars: Team, Tools, Process & Feedback. Plus share some of the ideas that his team think through on a daily basis to build world class customer experiences. **Episode #274 Highlight Reel:** 1. Why the best organizations & teams invest in constant training efforts 2. How music and business are wildly similar 3. Leveraging & investing in AI over the next 1,000 days 4. Understanding the power of your data architecture  5. Tomorrow's leading tech-companies will bring solutions, not headaches Click here to learn more about Dave Rennyson Click here to learn more about SuccessKPI Huge thanks to Dave for coming on The CXChronicles Podcast and featuring his work and efforts in pushing the customer experience & contact center space into the future.  For all of our Apple & Spotify podcast listener friends, make sure you are following CXC & please leave a 5 star review so we can find new members of the "CX Nation".  You know what would be even better? Go tell your friends or teammates about CXC's custom content, strategic partner solutions (Hubspot, Intercom, & Freshworks) & On-Demand services & invite them to join the CX Nation, a community of 15K+ customer focused business leaders! Want to see how your customer experience compares to the world's top-performing customer focused companies?  Check out the CXC Healthzone, an intelligence platform that shares benchmarks & insights for how companies across the world are tackling The Four CX Pillars: Team, Tools, Process & Feedback & how they are building an AI-powered foundation for the future.  Thanks to all of you for being apart of the "CX Nation" and helping customer focused business leaders across the world make happiness a habit! 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!!

    47 min
  5. AI Powered Customer Intelligence To Grow Your Business | Varun Sharma

    12/02/2025

    AI Powered Customer Intelligence To Grow Your Business | Varun Sharma

    Hey CX Nation, In this week's episode of The CXChronicles Podcast #273, we welcomed Varun Sharma, Co-Founder & CEO of Enterpret based in New York, NY.  Enterpret provides custom AI to transform how you understand customers – from feedback chaos into clear, confident action. Harness superintelligence that feels like intuition, so your product and CX leaders never miss a signal. The Enterpret platform supercharges teams via advanced LLMs to help brands like Notion, The Farmer's Dog, and Perplexity build better products and experiences. In this episode, Varun and Adrian chat through the Four CX Pillars: Team, Tools, Process & Feedback. Plus share some of the ideas that his team think through on a daily basis to build world class customer experiences. **Episode #273 Highlight Reel:** 1. On a mission to connect product leaders with their customers 2. Pioneering customer intelligence with AI 3. Understand your customers wants & needs 4. Creating actionable reporting to lift your CX & EX 5. VOC support to help grow your business Click here to learn more about Varun Sharma Click here to learn more about Enterpret Huge thanks to Varun for coming on The CXChronicles Podcast and featuring his work and efforts in pushing the customer experience & contact center space into the future.  For all of our Apple & Spotify podcast listener friends, make sure you are following CXC & please leave a 5 star review so we can find new members of the "CX Nation".  You know what would be even better? Go tell your friends or teammates about CXC's custom content, strategic partner solutions (Hubspot, Intercom, & Freshworks) & On-Demand services & invite them to join the CX Nation, a community of 15K+ customer focused business leaders! Want to see how your customer experience compares to the world's top-performing customer focused companies?  Check out the CXC Healthzone, an intelligence platform that shares benchmarks & insights for how companies across the world are tackling The Four CX Pillars: Team, Tools, Process & Feedback & how they are building an AI-powered foundation for the future.  Thanks to all of you for being apart of the "CX Nation" and helping customer focused business leaders across the world make happiness a habit! 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!!

    56 min

  6. 11/18/2025

    One Click Bug Reports Devs Love | Matt Rubright

    Hey CX Nation, In this week's episode of The CXChronicles Podcast #272, we welcomed Matt Rubright, Chief Customer Officer at Jam.dev based in Seattle, WA.  Jam powers the complete software development lifecycle, with AI that eliminates 84% of bug reproduction tasks, so your engineers can ship clean code faster. Jam AI adds the relevant logs and steps to make every bug report actionable. With integrations with best-in-class issue trackers & other product management tools, Jam fits right into EPD workflows. In this episode, Matt and Adrian chat through the Four CX Pillars: Team, Tools, Process & Feedback. Plus share some of the ideas that his team think through on a daily basis to build world class customer experiences. **Episode #272 Highlight Reel:** 1. 1-click bug reports devs love 2. Go from testing to production more efficiently 3. Implementing tech changes within an organization 4. Building playbooks to guide your team & create CX consistency 5. Leveraging feedback to build high-performing teams Click here to learn more about Matt Rubright Click here to learn more about Jam.dev Huge thanks to Matt for coming on The CXChronicles Podcast and featuring his work and efforts in pushing the customer experience & contact center space into the future.  For all of our Apple & Spotify podcast listener friends, make sure you are following CXC & please leave a 5 star review so we can find new members of the "CX Nation".  You know what would be even better? Go tell your friends or teammates about CXC's custom content, strategic partner solutions (Hubspot, Intercom, & Freshworks) & On-Demand services & invite them to join the CX Nation, a community of 15K+ customer focused business leaders! Want to see how your customer experience compares to the world's top-performing customer focused companies?  Check out the CXC Healthzone, an intelligence platform that shares benchmarks & insights for how companies across the world are tackling The Four CX Pillars: Team, Tools, Process & Feedback & how they are building an AI-powered foundation for the future.  Thanks to all of you for being apart of the "CX Nation" and helping customer focused business leaders across the world make happiness a habit! 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!!

    54 min

  7. 11/12/2025

    Empower Your Business Through Salesforce Utilization | Marcus Smith

    Hey CX Nation, In this week's episode of The CXChronicles Podcast #271, we welcomed Marcus Smith, CEO at Cloud Trailz based in Atlanta, GA.  Cloud Trailz offers their customers Saleforce help without all of the hassle by providing professional, expert users that come with the playbooks required to achieve utilization & success with the world's largest CRM.  In this episode, Marcus and Adrian chat through the Four CX Pillars: Team, Tools, Process & Feedback. Plus share some of the ideas that his team think through on a daily basis to build world class customer experiences. **Episode #271 Highlight Reel:** 1. Salesforce utilization management in today's world  2. Why you might be over-building your CRM 3. Implementing tech changes within an organization  4. Building playbooks to guide your team & create consistency  5. Leveraging 360 feedback to build high-performing teams Click here to learn more about Marcus Smith Click here to learn more about Cloud Trailz Huge thanks to Marcus for coming on The CXChronicles Podcast and featuring his work and efforts in pushing the customer experience & contact center space into the future.  For all of our Apple & Spotify podcast listener friends, make sure you are following CXC & please leave a 5 star review so we can find new members of the "CX Nation".  You know what would be even better? Go tell your friends or teammates about CXC's custom content, strategic partner solutions (Hubspot, Intercom, & Freshworks) & On-Demand services & invite them to join the CX Nation, a community of 15K+ customer focused business leaders! Want to see how your customer experience compares to the world's top-performing customer focused companies?  Check out the CXC Healthzone, an intelligence platform that shares benchmarks & insights for how companies across the world are tackling The Four CX Pillars: Team, Tools, Process & Feedback & how they are building an AI-powered foundation for the future.  Thanks to all of you for being apart of the "CX Nation" and helping customer focused business leaders across the world make happiness a habit! 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!!

    39 min

  8. 11/12/2025

    CXWeekly Update | Make Happiness A Habit

    Hey CX Nation, In this week's CXWeekly Update episode I walk through some ideas, goals & CTAs that me & the team at CXC have been focused on. Full candor, we're in a full blown sales sprint to the end of the year to close 2025 with a bang & tee up the best year yet in 2026. We're also working on a ton of new customer focused business content -- including my 2nd book "Make Happiness A Habit" that we are launching in the New Year.  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 at CXC is to create some of the best customer focused business leader content, including short episodes like these CXWeekly updates that are digestible, actionable & most importantly entertaining for all of you. Huge thanks for all of you who helped to celebrate our 5 year anniversary of building CXChronicles, it's been a hell of a journey.  Approaching 300+ episodes of customer focused business content Worked with 150+ companies across the world helping make customer & employee happiness a habit Partnered with biggest players in software & technology including Salesforce, Hubspot, Intercom, Zendesk, & Freshworks. Launched CXC Healthzone Intelligence Platform, go see how your company's CX stacks up the rest.  If you enjoy The CXChronicles Podcast, stop by your favorite podcast player and leave us a review today. You know what would be even better? Go tell one of your friends or teammates about CXC's content, CX/CS/RevOps services, our customer & employee focused community & invite them to join the CX Nation! For you non-readers, go check out the CXChronicles Youtube channel to see our customer & employee focused video content & short-reel CTAs to improve your CX/CS/RevOps performance today (politely go smash that subscribe button). Contact us anytime to learn more about CXC at INFO@cxchronicles.com and ask us about how we can help your business & team make customer happiness a habit now! 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!!

    10 min
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4.8
out of 5
24 Ratings

About

Companies will spend approximately $1.24 trillion on software in the next 5 years, with average SaaS utilization rates being only 30-40%. Most companies struggle with team adoption & on-going utilization rates, averaging 30% + require constant audits, optimization, on-demand support & employee training when changes are made. Globally companies lose $3.7 trillion per year due to poor customer experiences & insufficient revenue ops & customer intelligence.  AI is rapidly changing the world & every business leader will need content, market intelligence, training support + clear roadmap for how to start transitioning into an AI-powered customer focused business leader. Our mission is to make customer & employee happiness a habit.✅ The Voice of the Customer The CXChronicles Podcast brings 300+ episodes with proven strategies, expert insights, and real-world case studies from leading customer-focused business leaders. Follow-us & leave a 5 star rating so we can continue to share learnings & findings from "The CX Nation" on how to build world class customer & employee experiences to grow your business into the future! 

Information

  • Creator
    Adrian Brady-Cesana
  • Years Active
    2018 - 2026
  • Episodes
    264
  • Rating
    Explicit
  • Copyright
    © 2026 The CXChronicles Podcast
  • Show Website
    The CXChronicles Podcast