The CXChronicles Podcast

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 2026 with a bang & tee up the best year yet in 2027.

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 6th year anniversary of building CXChronicles, it's been a hell of a journey. This is our by far our best year yet as we continue to grow our business & community.

Soon we will be celebrating 300+ episodes of customer focused business content.

We've had the pleasure of working with 200+ companies/agencies across the world helping make customer & employee happiness a habit

Partnered with the biggest players in AI/software & technology including Google, Salesforce, Hubspot, Intercom, Zendesk, & Freshworks.

We're looking for early feedback on our Ask CXChronicles Intelligence Platform, see how your company's CX stacks up to the rest across Team, Tools, Process, Feedback & AI. 

For all of our friends interested in seeing how their company's HubSpot Utilization performance is shaping up today, click here for our FREE HubSpot Utilization Scorecard Assessment.

If you enjoy The CXChronicles Podcast, please do me a favor and 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 [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 #283, we welcomed Joseph Lepordo, CEO at In2ition AI based in North Andover, MA. 

In2ition AI is the always-on intelligence platform built for frontline revenue operations.

The In2ition AI team handles inbound and outbound calling, candidate screening, training, coaching, and employee engagement — 24/7, at scale, without adding headcount.

In this episode, Joe 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 #283 Highlight Reel:**

1.  Leveraging AI for its pattern recognition power
2. Mastering communication is paramount for tomorrow's leaders
3. Why customer feedback & requests need to become your company's reality

Click here to learn more about Joseph

Click here to learn more about In2itionAI

Huge thanks to Joe 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? 

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 [email protected] 

Remember To Make Happiness A Habit!!

Hey CX Nation,

In this week's episode of The CXChronicles Podcast #282, we welcomed Bryan McAnulty Founder of Heights Platform and LatchLoop based in Austin, TX.

Bryan has helped thousands of creators across 100+ countries transform their knowledge into thriving businesses. As a creator himself, he has been committed to empowering those with a passion for creation to learn and grow online.

In this episode, Bryan 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 #282 Highlight Reel:**

1.  Focusing on being proactive with all of your customers, regardless of LTV
2. Pro's & Con's of AI-driven customer support
3. Why customers value speed to solution more than anything 

Click here to learn more about Bryan McAnulty

Click here to learn more about Heights Platform

Click here to learn more about LatchLoop

Huge thanks to Bryan 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? 

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 [email protected] 

Remember To Make Happiness A Habit!!

Hey CX Nation,

In this week's episode of The CXChronicles Podcast #281, we welcomed Carl Lenocker, Senior Customer Success Executive at Splunk, based in San Francisco, CA. He is also the Chief Unicorn at Rockstar Unicorn Consulting. 

Carl has an interesting story as he's a a top-1% Customer Success Executive ($50M ARR) who built a career by owning relationships, telling the truth early, and tying outcomes to dollars—not dashboards.

He's also the author of Success Plan for Life, where he breaks down how the same principles used to protect multi-million-dollar enterprise accounts can be applied to career, wealth, love and long-term leverage.

In this episode, Carl 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 #281 Highlight Reel:**

1. What it takes to be a top 1& CSM 
2. Bringing CX & customer success into your future investments
3. Where are things headed for CS in the next 1,000 days?

Click here to learn more about Carl Lenocker

Click here to learn more about Splunk

Huge thanks to Carl 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? 

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 [email protected] 

Remember To Make Happiness A Habit!!

Hey CX Nation,

In this week's episode of The CXChronicles Podcast #280, we welcomed Josh Schachter, SVP @ Gainsight, Creator of [Un] Churned Podcast & Writing Book on how the world's most exceptional founders build businesses centered around human relationships. 

On July 21st, 2025 Gainsight announced it acquired Update.ai: Accelerating the Age of Atlas Agents. 

This also brought forward Josh Schachter, founder of UpdateAI and one of the first to build in post-sales AI, stepping in as SVP & GM of Atlas. 

Josh is a product thinker through and through – someone who’s lived the day-to-day pain of customer teams and built UpdateAI from that front-line perspective. 

In this episode, Josh 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 #280 Highlight Reel:**

1. AI is here to amplify human effort, not replace it entirely
2. Defining & living your core business values
3. Learning from podcast interviews & conversations
4. Building a business into an acquisition target for larger companies
5. Learning from public companies & their NPS performance

Click here to learn more about Josh Schachter

Click here to learn more about Gainsight

Click here to learn more about UpdateAI

Click here to learn more about [UN] Churned Podcast

Huge thanks to Josh 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? 

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 [email protected] 

Remember To Make Happiness A Habit!!

Hey CX Nation,

In this week's episode of The CXChronicles Podcast #280, we welcomed Josh Schachter, SVP @ Gainsight, Creator of [Un] Churned Podcast & Writing Book on how the world's most exceptional founders build businesses centered around human relationships. 

On July 21st, 2025 Gainsight announced it acquired Update.ai: Accelerating the Age of Atlas Agents. 

This also brought forward Josh Schachter, founder of UpdateAI and one of the first to build in post-sales AI, stepping in as SVP & GM of Atlas. 

Josh is a product thinker through and through – someone who’s lived the day-to-day pain of customer teams and built UpdateAI from that front-line perspective. 

In this episode, Josh 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 #280 Highlight Reel:**

1. AI is here to amplify human effort, not replace it entirely
2. Defining & living your core business values
3. Learning from podcast interviews & conversations 
4. Building a business into an acquisition target for larger companies
5. Learning from public companies & their NPS performance

Click here to learn more about Josh Schachter

Click here to learn more about Gainsight

Click here to learn more about UpdateAI

Click here to learn more about [UN] Churned Podcast

Huge thanks to Josh 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? 

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 [email protected] 

Remember To Make Happiness A Habit!!

Hey CX Nation,

In this week's episode of The CXChronicles Podcast #279, we welcomed Jack Siney, Co-Founder & Chief Revenue Officer at FrontRace. 

FrontRace brings together your team’s real activity data and connects it across systems, and apply powerful AI to reveal what’s working, what’s not, and what to do next.

This is the future of AI transformation: grounded in truth, built on your data, and tailored to how your company actually works.

In this episode, Jack 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 #279 Highlight Reel:**

1. Leveraging & configuring your data to drive growth
2. Connecting your customer data across the whole journey
3. Understanding which metrics matter most
4. Ensuring your team understands what drives the business
5. Always be learning & course correcting

Click here to learn more about Jack Siney

Click here to learn more about FrontRace

Huge thanks to Jack for coming on The CXChronicles Podcast and featuring his work and efforts in pushing the customer experience & data configuration 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? 

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 [email protected] 

Remember To Make Happiness A Habit!!

Hey CX Nation,

In this week's episode of The CXChronicles Podcast #278, we welcomed Ryan Wang, Co-Founder & CEO of Assembled based in San Francisco, CA.

Industry leaders like Etsy, Robinhood, and Stripe trust Assembled to provide customer-facing AI agents and workforce planning at scale. 

Assembled automatically resolves millions of interactions through chat, email, and phone while optimizing staffing for hundreds of thousands of support professionals. 

Their mission is to elevate customer support through AI-powered software that makes life easier for customers and employees.

In this episode, Ryan 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 #278 Highlight Reel:**

1. Building a high-performing team in the AI age
2. Shift towards AI-driven skill sets in the workforce
3. Creating a culture of continuous learning 
4. Focusing on customer feedback early & often
5. Keeping your team lean & flexible as you scale

Click here to learn more about Ryan Wang

Click here to learn more about Assembled

Huge thanks to Ryan 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? 

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 [email protected] 

Remember To Make Happiness A Habit!!

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 [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 #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 [email protected] 

Remember To Make Happiness A Habit!!