174 episodes

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!Each week 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.

CXChronicles Podcast Adrian Brady-Cesana

    • Business
    • 4.8 • 24 Ratings

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!Each week 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.

    CXChronicles Podcast 187 with Mark Slatin, Founder at EmpoweredCX

    CXChronicles Podcast 187 with Mark Slatin, Founder at EmpoweredCX

    Hey CX Nation,

    In this week's episode of The CXChronicles Podcast #187  we welcomed Mark Slatin, Founder at EmpoweredCX based in Lewes, Delaware. 

    Mark helps his clients by listening to them and really understanding their goals, vision, and challenges.  Whether you are just launching or ready to take the journey to the next level, Mark leverages his "real world" experience that only comes from serving as a CX practitioner across multiple businesses & industries over the years.
    His focus for the last decade has been leading an award-winning CX journey from launch to maturity at Sandy Spring Bank . During that time, the Bank received numerous awards including The CX Innovation Award (2X), Great Places to Work, Forbes America's Best Bank, and American Banker Best Bank to Work For, The Washington Post Top Workplace, among others.

    Today, Mark spends much of his time working with his clients + hosting The Delighted Customers Podcast (Adrian was able to be a guest on his show recently, chatting about his experiences building CXC). 
    In this episode, Mark and Adrian chat through how he has tackled The Four CX Pillars: Team,  Tools, Process & Feedback throughout his career + shares some of the tips & tricks that have worked for him across his own customer focused business leader journey.

    **Episode #187 Highlight Reel:**

    1. How you turn your most loyal customers into your biggest fans & promoters
    2. Why investing in employee onboarding is the glue to build world-class CX 
    3. Ideas for building & leading your Extended Leadership Team (ELT)
    4. Building your VOC task force to govern your customer journey as you scale
    5. Leveraging feedback to build new products & revenue streams
     
    Huge thanks to Mark for coming on The CXChronicles Podcast and featuring his work and efforts in pushing the customer experience and customer success space into the future.

    Click here to learn more about Mark Slatin

    Click here to learn more about EmpoweredCX

    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 INFO@cxchronicles.com for more information about how we can help your business make customer happiness a habit!
    Support the show

    • 44 min
    CXChronicles Podcast 186 with Jay Baer, Founder of Convince & Convert

    CXChronicles Podcast 186 with Jay Baer, Founder of Convince & Convert

    Hey CX Nation,

    In this week's episode of The CXChronicles Podcast #186  we welcomed Jay Baer, Founder of Convince and Convert based in Bloomington, IN.

    Jay is a Marketing & CX expert + Hall of Fame Keynote speaker who has written countless books (including Hug Your Haters) & speaks all over the world about how business leaders can improve their customer experiences & success.

    He also has an awesome twice monthly newsletter the Baer Facts: on marketing, CX, tequila and other life hacks. 

    I had the privilege of spending time with Jay and several other CX/CS thought leaders in Philadelphia a few years ago at an event for Comcast and we've remained connected ever since, he's hands down one of the best in the business & we were thrilled to have him on the podcast.
     
    In this episode, Jay and Adrian chat through how he has tackled The Four CX Pillars: Team,  Tools, Process & Feedback throughout his career + shares some of the tips & tricks that have worked for him across his own customer focused business leader journey.

    **Episode #186 Highlight Reel:**

    1. Learning from 8 generations of entrepreneurialism in the Baer family
    2. Why modern consumers demand that the companies they support are fast
    3. In down economies CX, Customer Success , & Retention becomes paramount 
    4. Why most customers expect a response from a contact us form within a day
    5. Leveraging your employee feedback to attract and retain world class talent
     
    Huge thanks to Jay for coming on The CXChronicles Podcast and featuring his work and efforts in pushing the customer experience and marketing success space into the future.

    Click here to learn more about Jay Baer

    Click here to learn more about The Time To Win

    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 INFO@cxchronicles.com for more information about how we can help your business make customer happiness a habit!
    Support the show

    • 37 min
    CXChronicles Podcast 185 with Celia Fleischaker, CMO at Verint

    CXChronicles Podcast 185 with Celia Fleischaker, CMO at Verint

    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 INFO@cxchronicles.com for more information about how we can help your business make customer happiness a habit!
    Support the show

    • 41 min
    CXChronicles Podcast 184 with Jean Patrick, CEO at ScaleUp Edge

    CXChronicles Podcast 184 with Jean Patrick, CEO at ScaleUp Edge

    Hey CX Nation,

    In this week's episode of The CXChronicles Podcast #184  we welcomed Jean Patrick, CEO at ScaleUp Edge based in Denver, CO.

    The ScaleUp phase is the shortest phase of a company’s growth and has different value drivers to the early-stage startup and scaled enterprise phases. The ScaleUp Edge team is maniacally focused on sharing the logic behind the ScaleUp phase and to provide right-sized resources to help create value to all things ScaleUp.
     
    In this episode, Jean 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 #184 Highlight Reel:**

    1. Building your business foundation to be ready to scale as your grow!
    2. How you decide which people investments to make + not hiring for titles
    3. Understanding what you're solving for before building your tech-stack
    4. Connecting your customer journey map to your analytics
    5. Spend time with your customers listening & learning above everything else  
     
    Huge thanks to Jean for coming on The CXChronicles Podcast and featuring her work and efforts in pushing the communication and process optimization space into the future.

    Click here to learn more about Jean Patrick

    Click here to learn more about ScaleUp Edge

    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 INFO@cxchronicles.com for more information about how we can help your business make customer happiness a habit!
    Support the show

    • 44 min
    CXChronicles Podcast 183 with Aye Moah, CEO at Boomerang

    CXChronicles Podcast 183 with Aye Moah, CEO at Boomerang

    Hey CX Nation,

    In this week's episode of The CXChronicles Podcast #183  we welcomed Aye Moah, CEO @ Boomerang based in Mountain View, CA.

    Boomerang is the leader in thoughtful email productivity software that empowers people to focus on what matters on the world’s top email platforms. Since 2010, Boomerang has helped its customers be more productive by analyzing the context of work and adding value on top of it.

    Today, Boomerang enables millions of Gmail and Outlook users around the globe to schedule & prioritize their inbox and be more productive.
     
    In this episode, Aye 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 #183 Highlight Reel:**

    1. Building Boomerang and helping millions of users with productivity hacking 
    2. How setting clear expectations early can drive CX & EX success as you scale
    3. Leveraging product & services "employee wish-lists" to drive innovation
    4.  Curating content focused on FAQs & common questions from your users
    5.  Writing, documenting & teaching all of your customer findings & learnings 
     
    Huge thanks to Aye for coming on The CXChronicles Podcast and featuring her work and efforts in pushing the communication and process optimization space into the future.

    Click here to learn more about Aye Moah

    Click here to learn more about Boomerang

    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 INFO@cxchronicles.com for more information about how we can help your business make customer happiness a habit!
    Support the show

    • 47 min
    CXChronicles Podcast 182 with Fran Brzyski, Founder & CEO at Hark

    CXChronicles Podcast 182 with Fran Brzyski, Founder & CEO at Hark

    Hey CX Nation,

    In this week's episode of The CXChronicles Podcast #182  we welcomed Fran Brzyski, Founder & CEO at Hark, based in New York City.

    Hark is reimagining Customer Experience. In a world where video has become an integral part of communication, how do we allow for customers to easily send their requests to their favorite brands while delivering the "perfect ticket" to CX teams?

    Hark does just that in a sophisticated way that opens up a new channel for customers to engage.

    In this episode, Fran and Adrian chat through how he has tackled The Four CX Pillars: Team,  Tools, Process & Feedback throughout his career + shares some of the tips & tricks that have worked for him across his customer focused business leader journey.

    **Episode #182 Highlight Reel:**

    1. The future of problem tickets & leveraging video to drive feedback & innovation
    2. Why CX Leadership positions are incredibly difficult to serve & thrive in
    3. Building Asynchronous feedback loops to drive trust & transparency 
    4. Leveraging user-testing to understand key moments of your customer journey   
    5. Creating a new lens for your internal teams to best understand your customer data   
     
    Huge thanks to Fran for coming on The CXChronicles Podcast and featuring his work and efforts in pushing the employee experience and customer success space into the future.

    Click here to learn more about Fran Bryzski

    Click here to learn more about Hark

    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 INFO@cxchronicles.com for more information about how we can help your business make customer happiness a habit!
    Support the show

    • 41 min

Customer Reviews

4.8 out of 5
24 Ratings

24 Ratings

oliviabaker13 ,

Adrian is a CX Champion 💪

If you’re looking to keep up with the latest on all things CX - you’ve come to the right place! Adrian is an incredible CX champion and I love hearing the insights he uncovers from his guests. Give this podcast a listen - you won’t regret it!

BWPod ,

Great guests

Adrian has brilliant guests, and is a fantastic host.

howardtnyc ,

So much value!

So much insights on everything customer experience related. The variety of guests make it even better too - they bring so much value to the conversation.

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