140 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 • 23 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 153 with Jeff Rosenblum, Founding Partner of Questus

    CXChronicles Podcast 153 with Jeff Rosenblum, Founding Partner of Questus

    Hey CX Nation,

    In episode #153 of The CXChronicles Podcast we welcomed Jeff Rosenblum, Founding Partner of Questus based in New York City. 

    Jeff Rosenblum is an advertising agency founder, documentary filmmaker and an admitted pain in the ass (his words, not ours). He is widely regarded as one of the leading innovators in the field of digital marketing and has worked on teams that have helped revolutionize market research, publishing, sports broadcasting and interactive advertising.

    He is the Founding Partner of Questus, a digital marketing agency that has worked with some of the world’s most influential brands including American Express, Bloomberg, Capital One, Discovery Channel, Disney, Driscoll’s, General Mills, Ford, ESPN, Suzuki Motorcycles, The NFL, Universal Orlando, Verizon and more.
    Jeff and Adrian also chat through The Four CX Pillars: Team,  Tools, Process & Feedback to share some of the tips & tricks that have worked for Questus as they've built & grown their business & team across the world.

    **Episode #153 Highlight Reel:**

    1. Why prioritizing team building & finding awesome people first led to success for Questus
    2.  How Questus started attracting world known brands as they grew their business
    3.  Focusing on culture & putting people in the position to do their best work
    4.  How great entrepreneurs eventually need to learn how to say no to opportunities 
    5.  What positive customer feedback about your team says about your business

    Huge thanks to Jeff for coming on The CXChronicles Podcast and featuring his work and efforts in pushing the digital marketing & advertising space into the future.

    Click here to learn more about Jeff Rosenblum

    Click here to learn more about Questus

    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 CX'ers & Customer Success professionals to tune into our weekly customer focused business leader show. 

    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 INFO@cxchronicles.com for more information about how we can help your team make customer happiness a habit!
    Support the show (https://cxchronicles.com/)

    • 43 min
    CXChronicles Podcast 152 with Sam Ruben, Chief Sustainability Officer at Mighty Buildings

    CXChronicles Podcast 152 with Sam Ruben, Chief Sustainability Officer at Mighty Buildings

    Hey CX Nation,

    In episode #152 of The CXChronicles Podcast we welcomed Sam Ruben, Chief Sustainability Officer at Mighty Buildings, based in Oakland, California. 

    Sam Ruben brings a sustainability and innovation focus to everything he does. He is passionate that today’s organizations consider sustainability as a core aspect, not merely as a moral principle but as an avenue towards an improved bottom line and increased brand value and overall customer & employee experiences.

    Sam worked with the Bay Area Climate Collaborative to develop a marketing plan to encourage fleet managers to buy EVs; helped the City of Berkeley launch its Open Data Portal, including developing focus groups and other community outreach strategies and attention-grabbing infographics; and developed an operations plan for a sustainable seaweed farm for Olazul which has since spun off a for-profit entity to bring the seaweed to market.

    His work has resulted in savings of more than (pay attention to these KPIs below):

    • $9,720,343
    • 19,298,227 kWh of Electricity
    • 51,133,599 gallons of Water
    • 21,045 therms of Natural Gas
    • 5,970 tons of Waste
    • 834,953 metric tons of CO2
    Sam and Adrian also chat through The Four CX Pillars: Team,  Tools, Process & Feedback to share some of the tips & tricks that have worked for Mighty Buildings as they've built & grown their business & team across the world.

    **Episode #152 Highlight Reel:**

    1. Building sustainable, high-quality, 3D printed homes to help save the environment 
    2.  Constructing a diverse, skilled, international team of SME's to create a distinct advantage
    3.  What's the point of collecting all of the data in the world if you don't know how to share it?
    4.  Why webbing and stitching your CX/CS strategy together is a team sport
    5.  How unlocking your customer's passion points can change the world!

    Huge thanks to Sam for coming on The CXChronicles Podcast and featuring his work and efforts in pushing the sustainable, 3D printed housing & development space into the future.

    Click here to learn more about Sam Ruben

    Click here to learn more about Mighty Buildings

    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 CX'ers & Customer Success professionals to tune into our weekly customer focused business leader show. 

    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 INFO@cxchronicles.com for more information about how we can help your team make customer happiness a habit!
    Support the show (https://cxchronicles.com/)

    • 46 min
    CXChronicles Podcast 151 with Slobby Robby, Founder at Generation Cool

    CXChronicles Podcast 151 with Slobby Robby, Founder at Generation Cool

    Hey CX Nation,

    First things first, Happy New Year's to everyone, I hope that all of you had an awesome holiday season!

    This is the first episode of Season 5 of The CXChronicles Podcast and we wanted to kick the year off with a bang (crazy to look back and see that we have 150+ episodes of the podcast). 

    In episode #151 of The CXChronicles Podcast we welcomed Robert Hall also know as "Slobby Robby based out of Tucson, AZ. 

    Slobby Robby (real name – Robert Hall) is an American store owner and reality TV star who sells and collects vintage clothing and memorabilia from the 1980s and 1990s, including bootleg clothing, games, toys, sneakers, jerseys, jewelry, and luxury leather bags.
    In addition, Robby refurbishes vintage pieces to make them more current. In 2018, the Slobby's World television series was released. It also ran on Netflix. The show follows Hall and his staff as they search for and evaluate unique collectibles, toys, and clothing from across the US.
    Robby and Adrian also chat through The Four CX Pillars: Team,  Tools, Process & Feedback to share some of the tips & tricks that have worked Generation Cool as they've built & grown their business.

    **Episode #151 Highlight Reel:**

    1. Prioritize team building & delegation before any of the other CX Pillars
    2. Why every business owner needs to find their own unique tool-kit for growth
    3.  Why timing, luck and remaining persistent creates organic success
    4.  Understanding the value of creating content in your subject matter expertise area
    5.  Leveraging customer feedback to grow the business & Generation Cool community
     
    Huge thanks to Robby for coming on The CXChronicles Podcast and featuring his work and efforts in pushing the vintage collectables space into the future.

    Click here to learn more about Robert Hall

    Click here to learn more about Generation Cool

    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 CX'ers & Customer Success pros to tune into our weekly show. 

    Be sure to grab a copy of our book "The Four CX Pillars To Grow Your Business Now" on Amazon! 

    Reach out to CXC at INFO@cxchronicles.com for more information about how we can help you make customer happiness a habit!
    Support the show (https://cxchronicles.com/)

    • 44 min
    CXChronicles Podcast Episode 150 with Fred Reichheld, Bain Fellow @ Bain & Company

    CXChronicles Podcast Episode 150 with Fred Reichheld, Bain Fellow @ Bain & Company

    Hey CX Nation,

    In episode #150 of The CXChronicles Podcast we welcomed Fred Reichheld, Bain Fellow at Bain & Company based in Boston, MA. 

    Bain & Company is a global consultancy that helps the world’s most ambitious change makers define the future. 

    Fred Reichheld is the creator of the Net Promoter System℠ (NPS®) and one of the world’s leading experts on customer and employee loyalty. The best-selling author of four books on loyalty, he is a fellow at Bain & Company and founder of Bain’s Loyalty practice, which helps companies achieve results through customer and employee loyalty. 

    His latest book, coauthored with Bain’s Rob Markey, is The Ultimate Question 2.0: How Net Promoter Companies Thrive in a Customer-Driven World (Harvard Business Press, 2011). In the book, Fred and Rob examine how NPS practitioners, including Apple Retail, Philips, Charles Schwab, Allianz, American Express and Intuit, have utilized this system to generate extraordinary results. 

    They also explain how NPS helps companies become truly customer-centric, unleashing profitable growth by systematically converting more customers into promoters and fewer into detractors.
    Fred and Adrian also chat through The Four CX Pillars: Team,  Tools, Process & Feedback to share some of the tips & tricks that have worked for Bain & Company as they've built & grown their business across the globe.

    **Episode #150 Highlight Reel:**

    1. Why making your customer's life better always drives profits & future growth
    2.  What drove Fred to create the Net Promoter Score (NPS) & why it drives innovation
    3.  Why high scoring NPS public companies outperformed the rest of the market
    4.  How great leaders set their team up  for success & create amazing places to work
    5.  Speaking truth to create power and market dominance as you scale
     
    Huge thanks to Fred for coming on the CXCP and featuring his work and efforts in pushing the customer experience & customer success space into the future.

    Click here to learn more about Fred Reichheld

    Click here to learn more about Bain & Company

    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 CX'ers & Customer Success pros to tune into our weekly show. 

    Be sure to grab a copy of our book "The Four CX Pillars To Grow Your Business Now" on Amazon! 

    Reach out to CXC at INFO@cxchronicles.com for more information about how we can help you make customer happiness a habit!
    Support the show (https://cxchronicles.com/)

    • 44 min
    CXChronicles Podcast 149 with Michael Epstein from PostPilot

    CXChronicles Podcast 149 with Michael Epstein from PostPilot

    Hey CX Nation,

    In episode #149 of The CXChronicles Podcast we welcomed Michael Epstein, Principal at PostPilot based in Greenville, SC. 

    PostPilot helps businesses create and manage Direct Mail campaigns to reach existing and potential customers.

    PostPilot exists for the sole purpose of eliminating all of the pain-points that businesses of any size currently deal with in attempting to implement an effective Direct Mail strategy.
    Adrian and Michael also chat through The Four CX Pillars: Team,  Tools, Process & Feedback to share some of the tips & tricks that have worked for Simon and his team as they've built & grown their business.

    **Episode #149 Highlight Reel:**

    1. Leveraging postcard marketing to ignite your marketing & demand generation performance
    2.  How you  get your first customers through the door and using your product or services
    3. Understanding & improving your marketing ROI & performance tracking
    4.  Understanding your customer journey & multi-threading your marketing activities
    5. Focusing on up-selling & cross-selling to the customers you already have
     
    Huge thanks to Michael  for coming on the CXCP and featuring his team's work and efforts in pushing the post card marketing space into the future.

    Click here to learn more about Michael Epstein

    Click here to learn more about PostPilot

    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 CX'ers & Customer Success pros to tune into our customer focused business leader show. 

    With the holidays coming up be sure to grab a copy of our book "The Four CX Pillars To Grow Your Business Now" on Amazon! 

    Reach out to CXC at INFO@cxchronicles.com for more information about how we can help you and your team improve your overall CX/CS efforts as we get ready to head into another brand new year.

    And as always folks -- remember to make happiness a habit!
    Support the show (https://cxchronicles.com/)

    • 36 min
    CXChronicles Podcast 148 with Simon Severino, CEO at Strategy Sprints

    CXChronicles Podcast 148 with Simon Severino, CEO at Strategy Sprints

    Hey CX Nation,

    In episode #148 of The CXChronicles Podcast we welcomed Simon Severino, CEO and Business Growth Coach at Strategy Sprints based in Austria. 

    Strategy Sprints is currently working with a number of awesome startups, growth focused executives & leading brands around the world helping them get better clients, & focusing on doubling their revenues in 90 days .

    Simon talks with the CXNation about how they can create better marketing strategies, which leads to repeatable sales & over time improves your company's operations as you scale.
    Adrian and Simon also chat through The Four CX Pillars: Team,  Tools, Process & Feedback to share some of the tips & tricks that have worked for Simon and his team as they've built & grown their business.

    **Episode #148 Highlight Reel:**

    1. Ideas for how business owners can begin getting out of the weeds to improve their business
    2. Increasing your conversion rates & customizing the "art of the deal" with your customers
    3. The power of focus & picking 3 core KPIs over the next 30 days that will help drive growth
    4.  Solving your customers problems & doing it extremely well, over & over again
    5. Ask your customers what's working, what's not working, what else do you need, & who else needs this?
     
    Huge thanks to Simon for coming on the CXCP and featuring his team's work and efforts in pushing the demand generation and growth optimization space into the future.

    Click here to learn more about Simon Severino

    Click here to learn more about Strategy Sprints

    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 CX'ers & Customer Success pros to tune into our customer focused business leader show. 

    With the holidays coming up be sure to grab a copy of our book "The Four CX Pillars To Grow Your Business Now" on Amazon! 

    Reach out to CXC at INFO@cxchronicles.com for more information about how we can help you and your team improve your overall CX/CS efforts as we get ready to head into another brand new year.

    And as always folks -- remember to make happiness a habit!
    Support the show (https://cxchronicles.com/)

    • 41 min

Customer Reviews

4.8 out of 5
23 Ratings

23 Ratings

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.

Kristine RE ,

Why CX is important

Adrian has a proven methodology to help any company become customer focused. Each podcast is a case study of that methodology for anyone interested in applying these techniques. Keep up the great work!

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