CXChronicles Podcast Adrian Brady-Cesana

Hey CX Nation,

In this week's episode of The CXChronicles Podcast #224 we  welcomed Mario Matulich President & Managing Director of Customer Management Practice based in New York City.

Mario and his team at CMP help companies with turning their customers into raving fans. They are the contact center industry's trusted partner offering research, events and online communities. They help produce some amazing events like Customer Contact Week in Las Vegas in June, 4-6 2024 .

CXChronicles Podcast will actually be there broadcasting live this year & we are beyond pumped to join some incredible customer focused business leaders including Martha Stewart, David Glickman (CEO Mint Mobile), Johnny C. Taylor (President & CEO SHRM), and Angie Bastian (Founder BoomChikaPop).
In this episode, Mario and Adrian chat through how he has tackled The Four CX Pillars: Team,  Tools, Process & Feedback and shares tips & best practices that have worked across his own customer focused business leader journey.

**Episode #224 Highlight Reel:**

1. Starting your CX journey as professional baseball player 
2. Focusing on building a culture that prioritizes employees first
3. Leveraging your team & tech-stack to scale your business 
4. Defining the "milestone moments" in your customer journey 
5. Investing in your customer focused business leaders to win
 
Huge thanks to Mario for coming on The CXChronicles Podcast and featuring his work and efforts in pushing the customer experience & customer success space into the future.

Click here to learn more about Mario Matulich

Click here to checkout Customer Management Practice

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,  our strategic partners (Hubspot, Intercom, Zendesk, Forethought AI, Freshworks & Ascendr) + they can learn more about our CX/CS/RevOps services & please invite them to join the CX Nation!

Are you looking to learn more about the world of Customer Experience, Customer Success & Revenue Operations?

Click here to grab a copy of my book "The Four CX Pillars To Grow Your Business Now" available on Amazon or the CXC website.

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!
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!!

Hey CX Nation,

In this week's episode of The CXChronicles Podcast #223 we  welcomed Simon Taylor, the CEO and founder of HYCU, the worlds fastest growing multicloud data protection company. 

Simon has more than 20 year's experience in go-to-market strategy development, product marketing and channel sales management for the tech industry. 

He has worked with leading companies such as Comtrade Group, Forrester Research, Putnam Investments and Omgeo. 

Simon is a board member at Uncornered, an active member of YPO, and a Research Fellow at Boston College. 

Simon founded, HYCU in 2018 as a pioneering enterprise software company specializing in data backup, recovery and monitoring for multi-cloud environments. In March of 2021 HYCU received an $87.5M A round investment led by Bain Capital Ventures (BCV). 

In June of 2022 HYCU received an $53M B round with existing investors BCV, Acrew Capital and new investors Atlassian Ventures, Cisco Investments. Okta Ventures closed out the Series B in October of 2022 to bring the total investment to date to $140M. 
In this episode, Simon and Adrian chat through how he has tackled The Four CX Pillars: Team,  Tools, Process & Feedback and shares tips & best practices that have worked across his own customer focused business leader journey.

**Episode #223 Highlight Reel:**

1. How travel & living abroad can make you a better customer focused business leader
2. Why placing all of your investment bets on sales & marketing doesn't alway work
3. Creating "customer blueprints" for every customer your business earns
4. Why your product or service has to work for your customers in order to scale
5. Prioritize socializing customer feedback the good, bad & ugly on the regular
 
Huge thanks to Simon for coming on The CXChronicles Podcast and featuring his work and efforts in pushing the customer experience & customer success space into the future.

Click here to learn more about Simon Taylor

Click here to checkout HYCU

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,  our strategic partners (Hubspot, Intercom, Zendesk, Forethought AI, Freshworks & Ascendr) + they can learn more about our CX/CS/RevOps services & please invite them to join the CX Nation!

Are you looking to learn more about the world of Customer Experience, Customer Success & Revenue Operations?

Click here to grab a copy of my book "The Four CX Pillars To Grow Your Business Now" available on Amazon or the CXC website.

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!
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!!

Hey CX Nation,

In this week's episode of The CXChronicles Podcast #222 we  welcomed Sandra Thompson, Founder Director of The Ei Evolution based in London, England. 

The Ei Evolution intends to achieve three things by 2030: 

1) Employees experience more joy in their work as colleagues are more thoughtful and bosses are more compassionate. 

2) People have longer-lasting positive memories of their experiences as customers when businesses use neuroscience, psychology and behavioural science to create stronger emotional connections. 

3) Teachers and their pupils thrive as they develop the skill of emotional intelligence
In this episode, Sandra and Adrian chat through how she has tackled The Four CX Pillars: Team,  Tools, Process & Feedback and shares tips & best practices that have worked across her own customer focused business leader journey.

**Episode #222 Highlight Reel:**

1. Why building world class CX is like building a puzzle, piece by piece
2. Building your "Spider-Senses" as you evolve into a customer focused business leader
3. Creating clarity around accountability, responsibility, authority with your team
4. Listen to front line employees to understand the primary customer friction points 
5. Understanding the situation, behaviors and impact that your business has on its users
 
Huge thanks to Sandra for coming on The CXChronicles Podcast and featuring her work and efforts in pushing the customer experience & customer success space into the future.

Click here to learn more about Sandra Thompson

Click here to checkout Ei Evolution

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,  our strategic partners (Hubspot, Intercom, Zendesk, Forethought AI, Freshworks & Ascendr) + they can learn more about our CX/CS/RevOps services & please invite them to join the CX Nation!

Are you looking to learn more about the world of Customer Experience, Customer Success & Revenue Operations?

Click here to grab a copy of my book "The Four CX Pillars To Grow Your Business Now" available on Amazon or the CXC website.

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!
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!!

Hey CX Nation,

In this week's episode of The CXChronicles Podcast #221 we  welcomed Shawn Nason, the Founder and Chief Experience Officer at MOFI based in the Cincinnati, OH area. 

As a former Disney Imagineer, Chief Innovation Officer, and founder of the Disruptor League, Shawn has a proven track record of leading and executing innovative projects that generate significant revenue, customer loyalty, and social impact. 

He is also an author, speaker, podcast host, and neuro-diversity advocate who shares his insights and stories on how to embrace change, challenge assumptions, and kiss your dragons. He also holds a black belt in innovation engineering and certifications in design thinking and human-centered design.
In this episode, Shawn and Adrian chat through how he has tackled The Four CX Pillars: Team,  Tools, Process & Feedback and shares tips & best practices that have worked across his own customer focused business leader journey.

**Episode #221 Highlight Reel:**

1. Experiences learned as a Walt Disney imagineer 
2. Focusing on human experiences above all else as you scale
3. Don't prioritize your technology & KPIs -- focus on your customers 
4. Meet customers where they are & get to know them intimately
5. To get the numbers you need, focus on the human experience
 
Huge thanks to Shawn for coming on The CXChronicles Podcast and featuring his work and efforts in pushing the customer experience & customer success space into the future.

Click here to learn more about Shawn Nason

Click here to checkout MOFI

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,  our strategic partners (Hubspot, Intercom, Zendesk, Forethought AI, Freshworks & Ascendr) + they can learn more about our CX/CS/RevOps services & please invite them to join the CX Nation!

Are you looking to learn more about the world of Customer Experience, Customer Success & Revenue Operations?

Click here to grab a copy of my book "The Four CX Pillars To Grow Your Business Now" available on Amazon or the CXC website.

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!


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!!

Hey CX Nation,

In this week's episode of The CXChronicles Podcast #220 we  welcomed Simon Kriss, Leading Voice On AI In CX, Author, Futurist, Board & C-Suite AI Mentor based in Melbourne, Australia. 

Simon is a customer experience futurologist and thought leader who works with Company Boards and C-Suite Executives on innovation in their customer experience.

He's also the author of the book The AI Empowered Customer Experience & the host of The CXII Podcast, please see the links below. 
In this episode, Simon and Adrian chat through how he has tackled The Four CX Pillars: Team,  Tools, Process & Feedback and shares tips & best practices that have worked across his own customer focused business leader journey.

**Episode #220 Highlight Reel:**

1. Lessons and learnings from being in the CX & contact center space for 35+ years
2. Leveraging AI to transform your customer support & success teams into superheros
3. How the largest contact centers in the world leverage technology, AI & SaaS tools
4. Improving your tech-stack adoption & utilization as you scale your business 
5. Training AI to help you master the design, facilitation & delivery of your CX/EX
 
Huge thanks to Simon for coming on The CXChronicles Podcast and featuring his work and efforts in pushing the customer experience & customer success space into the future.

Click here to learn more about Simon Kriss

Click here to learn more about Simon's Book

Click here to checkout The CXII Podcast

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,  our strategic partners (Hubspot, Intercom, Zendesk, Forethought AI, Freshworks & Ascendr) + they can learn more about our CX/CS/RevOps services & please invite them to join the CX Nation!

Are you looking to learn more about the world of Customer Experience, Customer Success & Revenue Operations?

Click here to grab a copy of my book "The Four CX Pillars To Grow Your Business Now" available on Amazon or the CXC website.

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!
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!!

Hey CX Nation,

In this week's episode of The CXChronicles Podcast #219 we  welcomed Bill Waid, Chief Product & Technology Officer at FICO.

FICO is an analytics company helping businesses make better decisions that drive higher levels of growth and success.
FICO provides analytics software and tools used across multiple industries to manage risk, fight fraud, build more profitable customer relationships, optimize operations and meet strict government regulations. 

Many of their products reach industry-wide adoption. FICO solutions leverage open-source standards and cloud computing to maximize flexibility, speed deployment and reduce costs. The company also helps millions of people manage their personal credit health.

In this episode, Bill and Adrian chat through how he has tackled The Four CX Pillars: Team,  Tools, Process & Feedback and shares tips & best practices that have worked across his own customer focused business leader journey.

**Episode #219 Highlight Reel:**

1. How FICO has been building on decades of AI & ML learnings & findings to scale
2. Leveraging customer touch points & use cases to understand customer journeys
3. Don't swallow the ocean while building your business, start with basic measurements
4. Using your customer data in concert with your product & service development
5. Revisit the main customer measurements in your business on a regular basis 
 
Huge thanks to Bill for coming on The CXChronicles Podcast and featuring his work and efforts in pushing the customer experience & customer success space into the future.

Click here to learn more about Bill Waid

Click here to learn more about FICO

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!

Are you looking to learn more about the world of Customer Experience, Customer Success & Revenue Operations?

Click here to grab a copy of my book "The Four CX Pillars To Grow Your Business Now" available on Amazon or the CXC website.

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!
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!!