Hey CX Nation,

In this week's episode of The CXChronicles Podcast #198 we welcomed Alex Ross, Chief Operating Officer at Hire Horatio CX based in New York, NY and Santo Domingo, Dominican Republic.

Hire 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.

They focus on the constant balance & refinement of daily improvements on their employee experiences (check out their new campus in Santo Domingo, DR) which reflects directly in the customer experiences that they provide their customers. 

In this episode, Alex 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 #198 Highlight Reel:**

1. Leaving JP Morgan to kick-start & co-found Hire Horatio CX with friends
2. Employee experience needs to be the top priority while building your company
3. Building a modern tech company in the Dominican Republic, with ties to NYC 
4. Leveraging historical data to increase sales, mitigate churn & boost retention
5. Driving agent empowerment through investments in building living playbooks
 
Huge thanks to Alex for coming on The CXChronicles Podcast and featuring his work and efforts in pushing the customer experience & customer care space into the future.

Click here to learn more about Alex Ross

Click here to learn more about Hire Horatio CX

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 [email protected] 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 [email protected]

Remember To Make Happiness A Habit!!

Hey CX Nation,

In this week's episode of The CXChronicles Podcast #197 we welcomed Evan Klein, Founder & President of Satrix Solutions based in Scottsdale, Arizona.

For 25+ years, Evan Klein has been responsible for maximizing customer satisfaction, retention and profitability for businesses around the world. Evan is an enthusiastic champion for voice-of-customer driven change.

As the Founder and President of Satrix Solutions, he counsels executives on the best ways to continually enhance the customer experience, create more loyal advocates and increase customer lifetime value.

In this episode, Evan 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 #197 Highlight Reel:**

1. Focusing on fixing the "leaky bucket" and mitigating churn at all costs 
2. Building products & services that people actually want to invest in
3. How your company can build a Voice of Customer (VOC) strategy
4. Breaking down customer feedback across the appropriate segments
5. Earning "executive buy-in and sponsorship" as you scale your VOC efforts
 
Huge thanks to Evan for coming on The CXChronicles Podcast and featuring his work and efforts in pushing the customer and learning experience space into the future.

Click here to learn more about Evan Klein

Click here to learn more about Satrix Solutions

If you enjoy The CXChronicles Podcast, please stop by your favorite podcast player and leave us a review today. Or you know what would be even better? Go tell one of your friends or teammates about our content, services & community & invite them to join the CX Nation!

Also 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 out there, go check out the CXChronicles Youtube channel to see our customer focused video content & short-reel CTAs to improve your CX today (while you're there -- can you politely go smash that subscribe button). 

Contact us anytime to learn more about CXC at [email protected] 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 [email protected]

Remember To Make Happiness A Habit!!

Hey CX Nation,

In this week's episode of The CXChronicles Podcast #196 we welcomed Morgan J. Ingram based in Atlanta, GA.

Morgan was named a 4x LinkedIn Top Sales Voice and hosts the Muffins with Morgan Podcast + The SDR Chronicles & 1UP Formula with Morgan J. Ingram, check them out on your favorite podcast player today.

With a decade of experience in content creation, Morgan is focused on leading the new era of narrative-led growth.

His work has been featured in the LinkedIn Sales Insider, the Hubspot blog, and the Harvard Business Review.

WHAT Morgan and the AMP Team DO:
 
- Post content on how to be a better creator
- B2B influencer marketing stats / best practices
- Mental health & remote work optimization tips
- Creates and posts content daily on sales, sales development, millennials and prospecting best practices (check out Morgan j. Ingram LinkedIn Profile below)
- Coach SDRs/BDRs and AEs on how to break through the noise 

In this episode, Morgan 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 #196 Highlight Reel:**

1. Climbing the ladder and cutting your teeth in tech-sales, customer by customer 
2. How customer focused business leaders can learn from the game of chess
3. Leveraging ChatGPT + common pitfalls to look out for with customer outreach
4. Using select technology to step up your customer experience & success game
5. Investing in coaching, education & additional support as your team scales
 
Huge thanks to Morgan for coming on The CXChronicles Podcast and featuring his work and efforts in pushing the customer and learning experience space into the future.

Click here to learn more about Morgan J. Ingram

Click here to learn more about Ascension Media Productions (AMP)

If you enjoy The CXChronicles Podcast, please stop by your favorite podcast player and leave us a review today. Or you know what would be even better? Go tell one of your friends or teammates about our content, services & community & invite them to join the CX Nation!

Also 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 out there, go check out the CXChronicles Youtube channel to see our customer focused video content & short-reel CTAs to improve your CX today (while you're there -- can you politely go smash that subscribe button). 

Contact us anytime to learn more about CXC at [email protected] 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 [email protected]

Remember To Make Happiness A Habit!!

Hey CX Nation,

In this week's episode of The CXChronicles Podcast #195 we welcomed Valentin Radu, CEO at Omniconvert based in Bucharest, Romania & New York.

Omniconvert partners with their clients to help them with unlocking their data to help drive customer growth and acquisition. Their core focus is all around increasing LTV and finding actionable insights to add value and help them scale into the future. 

In this episode, Valentin 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 #195 Highlight Reel:**

1. Leveraging amazing customer experiences to fuel your growth & lead generation
2. Diving into your customer and user data daily to drive innovation
3. Measuring and managing the key activities that make your customers happy
4. Getting your employees involved to help author your customer journey
5. Finding your North Star activities on providing constant value around you
 
Huge thanks to Valentin for coming on The CXChronicles Podcast and featuring his work and efforts in pushing the customer and learning experience space into the future.

Click here to learn more about Valentin Radu

Click here to learn more about Omniconvert

If you enjoy The CXChronicles Podcast, please stop by your favorite podcast player and leave us a review today. Or you know what would be even better? Go tell one of your friends or teammates about our content, services & community & invite them to join the CX Nation!

Also 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 out there, go check out the CXChronicles Youtube channel to see all of our customer focused video content & short-reel CTAs to improve your CX today (while you're there -- can you politely go smash that subscribe button). 

Contact us anytime to learn more about CXC at [email protected] 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 [email protected]

Remember To Make Happiness A Habit!!

Hey CX Nation,

In this week's episode of The CXChronicles Podcast #194 we welcomed Emily Gray, Chief Customer Officer at Playvox based in Sunnyvale, California. 

Playvox's powerfully simple workforce engagement management (WEM) solutions transform customer care. The team behind Playvox understands that exceptional employee engagement produces extraordinary customer experiences, and they love creating tools that help their customers unlock the full potential in every employee and every interaction.

Playvox powers the world's fastest-growing brands. Their agent-empowering suite of workforce management, quality assurance, performance, learning, customer AI, and gamification lives seamlessly in the modern support operations ecosystem with tools like Amazon Connect, Salesforce, Slack, ServiceNow, and Zendesk.

In this episode, Emily 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 #194 Highlight Reel:**

1. Building customer success teams & new customer facing roles as you scale
2. Taking your customer stories (wins/losses) straight to your all-hands meetings
3. Creating focus around guiding your customers & users early in their journey
4. Asking the right questions to your customers & employees 
5. Leveraging customer feedback + thinking about how to segment it accordingly
 
Huge thanks to Emily for coming on The CXChronicles Podcast and featuring her work and efforts in pushing the customer and learning experience space into the future.

Click here to learn more about Emily Gray

Click here to learn more about Playvox

If you enjoy The CXChronicles Podcast, please stop by your favorite podcast player and leave us a review today. Or you know what would be even better? Go tell one of your friends or teammates about our content, services & community & invite them to join the CX Nation!

Also 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 out there, go check out the CXChronicles Youtube channel to see all of our customer focused video content & short-reel CTAs to improve your CX today (while you're there -- can you politely go smash that subscribe button). 

Contact us anytime to learn more about CXC at [email protected] 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 [email protected]

Remember To Make Happiness A Habit!!

Hey CX Nation,

In this week's episode of The CXChronicles Podcast #193 we welcomed Agnese Spona, Managing Director at MadeFor. based in Amsterdam, Netherlands. 

MadeFor provides learning experiences that help individuals and teams grow and stay competitive in a rapidly changing digital world.

In this episode, Agnese 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 #193 Highlight Reel:**

1. Why investing in your team & employees is the one of the first steps in building world class customer experiences
2. Start bursting your teammates bubbles and be more candid
3.  Why chronicling your history drives innovation & fuels tribal knowledge
4.  Ideas for how you can wrangle process management as you scale
5.  Compartmentalizing your customer & employee feedback to find focus 
 
Huge thanks to Agnese for coming on The CXChronicles Podcast and featuring her work and efforts in pushing the customer and learning experience space into the future.

Click here to learn more about Agnese Spona

Click here to learn more about MadeFor.

If you enjoy The CXChronicles Podcast, please stop by your favorite podcast player and leave us a review today. Or you know what would be even better? Go tell one of your friends or teammates about our content, services & community & invite them to join the CX Nation!

Also 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 out there, go check out the CXChronicles Youtube channel to see all of our customer focused video content & short-reel CTAs to improve your CX today (while you're there -- can you politely go smash that subscribe button). 

Contact us anytime to learn more about CXC at [email protected] 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 [email protected]

Remember To Make Happiness A Habit!!

Hey CX Nation,

In this week's episode of The CXChronicles Podcast #192  we welcomed Michael Israel, Head of Field Service Evangelism at Zuper based in Seattle, WA. 

 Zuper is building digital solutions to help businesses provide exceptional customer experience. Their mission is to create the world’s most comprehensive tool for field workforce management.

Zuper is growing at an exceptional rate, backed by some of the world’s leading venture capitalists (FUSE, Sequoia, Prime Venture Partners, HubSpot). Zuper powers more than 500+ organizations and has helped to serve more than six million work orders and helped numerous organizations achieve unprecedented growth.

In this episode, Michael 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 her own customer focused business leader journey.

**Episode #192 Highlight Reel:**

1. Leveraging 50+ years of field services, technology & customer experience
2. Working with product development to build features that equal customer success
3. Connecting your field technicians directly with your customers each day 
4.  While process is important, showing positive results is paramount
5. Constantly show your customers what you are building from their feedback 
 
Huge thanks to Michael for coming on The CXChronicles Podcast and featuring his work and efforts in pushing the customer experience and field services space into the future.

Click here to learn more about Michael Israel

Click here to learn more about Zuper

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 my book "The Four CX Pillars To Grow Your Business Now" available on Amazon. 

For you non-readers out there, go check out the CXChronicles Youtube channel to see all of our customer focused business leader video content & episodes (politely go smash that subscribe button). 

Reach out to CXC at [email protected] for more information about how we can help your business & team make customer 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 [email protected]

Remember To Make Happiness A Habit!!

Hey CX Nation,

In this week's episode of The CXChronicles Podcast #191  we welcomed Ivaylo Yorgov, Managing Director at GemSeek based in London, England. 

GemSeek is an award-winning Customer Experience services leader working with multi-billion revenue clients worldwide. They service their clients across sectors including telecommunications, healthcare, consumer, insurance & retail have seen customer acquisition, lifetime value and loyalty significantly increase.

GemSeek establishes long-lasting relationships with their clients by helping them predict their customer behavior, listening to your customer feedback + helping to drive innovation and optimization on the CX/CS side of your business to help fuel growth. 

In this episode, Ivo 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 her own customer focused business leader journey.

**Episode #191 Highlight Reel:**

1. Seeking "win-win solutions" for your customers as you grow your business
2. Leveraging market research & customer data to build an optimal user journey
3. Being thoughtful about building your tech-stack & keeping it lean as you scale
4. Why learning and development within your customer facing team is paramount
5. Building a proactive customer success strategy to fuel growth & retention
 
Huge thanks to Ivo 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 Ivaylo Yorgov

Click here to learn more about GemSeek

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 my book "The Four CX Pillars To Grow Your Business Now" available on Amazon. 

For you non-readers out there, go check out the CXChronicles Youtube channel to see all of our customer focused business leader video content & episodes (politely go smash that subscribe button). 

Reach out to CXC at [email protected] for more information about how we can help your business & team make customer 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 [email protected]

Remember To Make Happiness A Habit!!

Hey CX Nation,

In this week's episode of The CXChronicles Podcast #190  we welcomed Natalie Onions, Vice President of Customer Experience at Customer.io based in Columbus, OH.

Customer.io is a versatile marketing automation tool for sending relevant messages based on behavior across web and mobile products.

Impersonal messages lead to bad experiences. That’s why Customer.io uses real-time data to help you deliver the right message, exactly when it’s needed — like sending an event reminder over SMS or the perfect onboarding email.

In this episode, Natalie 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 #190 Highlight Reel:**

1. Lessons learned from climbing the ladder from a CSM to a VP of CX
2. Why organizing your customer facing team should be your top priority
3. Identifying where one role ends & the next begins in your customer journey
4. Measuring product adoption before firing up your up-sell & cross-sell activities 
5. Why CSM's should be an extension of your CUSTOMER'S business
 
Huge thanks to Natalie for coming on The CXChronicles Podcast and featuring her work and efforts in pushing the customer experience and customer success space into the future.

Click here to learn more about Natalie Onions

Click here to learn more about Customer.io

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 my book "The Four CX Pillars To Grow Your Business Now" available on Amazon. 

For you non-readers out there, go check out the CXChronicles Youtube channel to see all of our customer focused business leader video content & episodes (while you're there politely go smash that subscribe button). 

Reach out to CXC at [email protected] for more information about how we can help your business & team make customer 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 [email protected]

Remember To Make Happiness A Habit!!

Hey CX Nation,

In this week's episode of The CXChronicles Podcast #189  we welcomed Joel Passen, Co-Founder at Sturdy based in Portland, OR. 

Before co-founding Sturdy, a next-gen customer intelligence solution that detects and captures critical signals from everyday customer feedback, Joel served as the Head of Global Sales at Beamery leading enterprise go-to-market teams in the US and UK.

In 2009, Joel co-founded Newton Software, a B2B SaaS company headquartered in San Francisco that was acquired by Paycor (2016).

Prior, Joel co-founded Gravity Technologies, Inc., a company that owned and operated businesses in the talent acquisition industry. He led this bootstrapped company to be named to San Francisco Business Times' Fastest Growing Companies list in 2005, 2006, 2007, and 2008.

In this episode, Joel 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 #189 Highlight Reel:**

1. Why accidents typically happen at intersections & how to build traffic signals
2. Digesting & leveraging your customer data to build actionable insights
3. Focusing on net-dollar retention (NDR) rates as you scale your business
4. Why revenue & customer success operations is kindling for fire
5. Building signals that drive your customers towards up-sell, cross-sell & retention 
 
Huge thanks to Joel 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 Joel Passen

Click here to learn more about Sturdy AI

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!

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 [email protected]

Remember To Make Happiness A Habit!!