Hey CX Nation,

In this week's episode of The CXChronicles Podcast #178 we welcomed Tomer Rabinovich, CEO at Top Dog Global.

Tomer grew his Amazon business with zero background in online sales. He has multiple brands that he sells on Amazon and built a full team in the Philippines.

Tomer speaks at events all over the world and also teaches and consults other Amazon sellers actionable tactics that they can use to elevate their own businesses.

In this episode, Tomer 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 #178 Highlight Reel:**

1. Riding The Amazon Wave and building amazing customer experiences
2. How building customer success is its own form of magic
3. Building an Amazon brand & business in today's world
4. Paying attention to how history repeats itself while building your business
5. Building asynchronous workflows for today's hybrid working world

Huge thanks to Tomer 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 Tomer Rabinovich

Click here to learn more about Tomer's New Book Riding The Amazon Wave

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!!

Hey CX Nation,

In this week's episode of The CXChronicles Podcast #177 we welcomed Larry Yatch, CEO at SEAL Team Leaders based in Boca Raton, FL.

Larry and his SEAL Team Leaders help you create, expect and empower leaders at every level, just like a SEAL team.

Every member of the SEAL team is a leader. When you have an organization full of SEAL leaders, this gives you the freedom to grow your business instead of just surviving business.

All of these benefits allow you to create what you want - as an entrepreneur, as a team member, and as a customer & employee focused business leader.

In this episode, Larry 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 #177 Highlight Reel:**

1. How you can bake the key traits of Navy Seals into your leadership & management team
2. Learning how your team can hold, pass or accept responsibility as you scale
3. Why proper planning prevents poor performance in any business or team
4. Taking consistent actions on a regular basis to push progress and innovation ahead
5. The power of slowing down to figure out how you can go even faster!

Huge thanks to Larry 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 Larry Yatch

Click here to learn more about SEAL Team Leaders

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!!

Hey CX Nation,

In this week's episode of The CXChronicles Podcast #176 we welcomed Ethan Beute, Chief Evangelist at BombBomb, Host of The Customer Experience Podcast, and Wall Street Journal best-selling Author of "Human-Centered Communication" & "Rehumanize Your Business".

Ethan has spent more than a decade helping people enjoy clearer communication, human connection, and higher conversion by replacing some of their faceless, digital communication with simple, personal video messages in emails, text messages, LinkedIn messages, Slack messages, and similar. He's sent more than 12,500 videos and co-authored two (and a half) books on the what, why, who, when, and how of this "relationships through video" movement.

BombBomb makes it easy to record, send, and track video messages, allowing you to be “in person” with those who matter most to your business at any given time.

More than 60 thousand business professionals in Mortgage, Finance, Insurance, and Real Estate use BombBomb Video to rehumanize their communication.

Ethan's also the host of one of my favorite podcasts, The Customer Experience Podcast where he interviews amazing customer focused business leaders from across the world.

In this episode, Ethan 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 #176 Highlight Reel:**

1. Leveraging video messaging to communicate with your customers & your team
2. Creating natural collisions with your customers & users to fuel growth
3. Meeting your customers and team on their preferred communication mediums
4. Doubling down on asynchronous messages + humanizing your outreach
5. Finding the balance between the human touch and the technology touch

Huge thanks to Ethan 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 Ethan Beute

Click here to learn more about BombBomb

Click here to learn more about The Customer Experience Podcast

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!!

Hey CX Nation,

In this week's episode of The CXChronicles Podcast #175 we welcomed Deon Nicholas, CEO & Co-Founder at Forethought AI based in San Francisco, CA.

Forethought AI is a Silicon Valley software company founded by a team of Dropbox, Palantir, and Autonomy alumni in 2017. Their mission is to unlock human potential through the power of AI.

Forethought transforms the customer experience by infusing human-centered AI at each stage of the customer support journey. With Forethought, organizations can resolve common cases instantly, predict and prioritize tickets, and assist agents with relevant knowledge—all from one AI platform.

In this episode, Deon 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 #175 Highlight Reel:**

1.  How AI can transform any company's customer experience  & customer success
2.  Improving how you set priorities + understanding core activities that drive innovation
3. Why customer expectations have changed forever & how your business can adapt
4. Embedding process into your business behaviors and team culture as you scale 
5. Why customer & employee feedback needs to be the  catalyst for driving action

Huge thanks to Deon 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 Deon Nicholas

Click here to learn more about Forethought 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!!

Hey CX Nation,

In this week's episode of The CXChronicles Podcast #174 we welcomed Gregorio Uglioni, CCXP an inspiring CX/CS executive who has come to be known as The CX GoalKeeper, based in Zurich, Switzerland.

Greg has spent years helping a plethora of amazing companies with transforming and digitizing their CX/CS roadmaps. In short, Greg is a former Accenture consultant, who today is responsible for Business Transformation at the Cantonal Hospital of Winterthur based in Switzerland. 

He's also a huge part of the global CX/CS community. He's authored several books, is the host of The CX GoalKeeper Podcast,  judges a variety of Customer Experience awards programs across the globe, is an international speaker and regular at webinars and conferences + lectures on customer experience & success at the University of Lucerne.

In this episode of CXCP, Greg 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 #174 Highlight Reel:**

1. How building your CX/CS  team is like managing a world-class soccer club 
2. Building offensive, mid-field and defensive goals & targets to scale your business
3. Creating your "eye-level" strategy for building a tool-kit or blueprint for your team
4. Leveraging process to become the glue that retains customers & fuels your growth
5. Investing in customer & employee feedback optimization to drive future innovation

Huge thanks to Greg 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 Gregorio Uglioni, CCXP

Click here to learn more about The CX GoalKeeper Podcast

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 customer focused business leaders to join our customer focused business leader 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!!

Hey CX Nation,

In this week's episode of The CXChronicles Podcast #173 we welcomed Palak Dalal Bhatia, Founder & CEO at Iris Agent, based in Mountain View, CA. 

With proactive support and AI-powered ticket intelligence, IrisAgent makes it easy for support teams to work collaboratively with product and engineering organizations to prevent escalations, drive informed action, and align on what really matters for your customers.

IrisAgent takes simple, repetitive tickets off your support team’s plate, but they pride themselves on being more than just a chatbot, they provide valuable insights & recommendations to aid your business.

Unlike other players in this space, they take a 360-degree view of customer support operations, leveraging product and user context to gain meaningful insight into the ‘why’ behind tickets associated with bugs, performance issues, and outages to create support workflows and recommend operational improvements to improve your customer experience & success.

In this episode of CXCP, Palak 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 across her customer focused business leader journey.

**Episode #173 Highlight Reel:**

1. Why including your customers in your product management strategy is paramount 
2.  CX becomes the biggest competitive advantage with the  abundance of SaaS tools today
3.  Leading a proactive customer success team focused on remaining several steps ahead
4.   Building an escalation & churn review process that focuses on the root-cause of the issue
5.   Ideas for how you can build social listening & customer sentiment strategies as you scale

Huge thanks to Palak for coming on The CXChronicles Podcast and featuring her team's work and efforts in pushing the customer experience and customer success space into the future.

Click here to learn more about Palak Dalal Bhatia

Click here to learn more about IrisAgent

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 customer focused business leaders to tune into our weekly podcast. 

And 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 with all of our video episodes & customer focused business leader content!

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!!

Hey CX Nation,

In this week's episode of The CXChronicles Podcast #172 we welcomed Fang Cheng, CEO & Founder at Linc based in Santa Clara, CA.

Linc is the only CX Automation platform built for retail that is changing the conversation in commerce. Their award winning AI powers an infinitely scalable digital workforce for real conversations that solve real problems for your customers.

Brands like Levi’s, Shiseido, Carter's OshKosh, and many others partner with Linc to deliver extraordinary experiences that span the customer lifecycle to reduce support costs, increase sales conversions, and grow revenue.

In this episode of CXCP, Fang 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 across her customer focused business leader journey.

**Episode #172 Highlight Reel:**

1. How sub-par customer experiences can help to ignite new business opportunities
2.  How product management can help to fuel your CX/CS optimization possibilities
3.  Why modern customers demand quick access to information + convenience
4.  Ideas for how you can include your entire team in owning your CX/CS 
5.  How you can leverage your VOC reporting to be your North Star

Huge thanks to Fang for coming on The CXChronicles Podcast and featuring her team's work and efforts in pushing the customer experience and customer success space into the future.

Click here to learn more about Fang Cheng

Click here to learn more about Linc

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 customer focused business leaders to tune into our weekly podcast. 

And 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 with all of our video episodes & customer focused business leader content!

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!!

Hey CX Nation,

In this week's episode of The CXChronicles Podcast #171 we welcomed Alister Esam, CEO & Founder at Process Bliss based in Newbury, England.

Process Bliss helps their customers embed process  in their business to help it run like clockwork. Process Bliss helps optimize your company by identifying blockers, pinpointing the key processes, improving them on a regular basis + working with your team so they are apart of the process.   

Ultimately, people are smarter than process, which is why Process Bliss not only manages your recurring processes, it shows you where process is failing your people, and empowers them to complete it in the best way they know how.

In this episode of CXCP, Alister 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 across his customer focused business leader journey.

**Episode #171 Highlight Reel:**

1. Why process is typically dealt with as a "dirty word" in many companies
2.  Inviting your very best customers into the scaling & optimization process
3.  Understanding your core roles + areas of accountability & authority
4.  Why process helps to drive all The Four CX Pillars
5.  How your business will gravitate towards the focus areas that you measure 

Huge thanks to Alister for coming on The CXChronicles Podcast and featuring his team's work and efforts in pushing the customer experience and customer success space into the future.

Click here to learn more about Alister Esam

Click here to learn more about Process Bliss

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 customer focused business leaders to tune into our weekly podcast. 

And 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 with all of our video episodes & customer focused business leader content!

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!!

Hey CX Nation,

In this week's episode of The CXChronicles Podcast #170 we welcomed Ilenia Vidili, Customer Centricity Advisor, Speaker & Author based in Milan, Italy.

Ilenia has over a decade of experience in both business-to-consumer and business-to-business companies. She works with her clients to close the gap between internal and external stakeholders  to find new opportunities ripe for customer centricity optimization.

Ilenia is currently the founder of The Smarter Crew, a customer-centricity consultancy and training company helping a plethora of businesses in Europe to close those gaps by thinking differently, combating inefficient processes, turning product mentalities into people mentalities, and improving their overall customer focus.

In this episode of CXCP, Ilenia 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 across her customer focused business leader journey.

**Episode #170 Highlight Reel:**

1.  How digital experience has evolved & shifted over the last 10 years
2.  Why Customer journey mapping & personas should be your jump off point
3.  How do you know if your business has too many SaaS solutions?
4.  Does process fuel your ability to train, support & grow your team?
5.   Contextualizing customer & employee feedback to fuel growth!

Huge thanks to Ilenia for coming on The CXChronicles Podcast and featuring her team's work and efforts in pushing the customer experience and customer success space into the future.

Click here to learn more about Ilenia Vidili

Click here to learn more about The Smarter Crew

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 customer focused business leaders to tune into our weekly podcast. 

And 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 with all of our video episodes & customer focused business leader content!

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!!

Hey CX Nation,

In this week's episode of The CXChronicles Podcast #169 we welcomed Kristi Faltorusso, Chief Customer Officer at ClientSuccess.

ClientSuccess is revolutionizing the way SaaS companies manage, retain, and grow their existing customer base. They help SaaS companies proactively manage customer relationships, measure customer health, minimize churn and maximize revenue.

ClientSuccess is a simple yet sophisticated solution that both the front-line CSMs and any Executive team will love. For the CSMs, they bring together the tools, best practices, insights and analytics that they will need to proactively manage their customers & future portfolios.

For the Executives, they deliver the deep analytics, metric and reports to provide a comprehensive view of the customer health of their SaaS business.

In this episode Kristi 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 the team at ClientSuccess as they've grown their customer portfolio & revenue.

**Episode #169 Highlight Reel:**

1.  Why customer success is becoming a leader within modern sales & revenue generation 
2.  Ideas for setting up your optimal, well-balanced customer success team  as you scale
3.  Setting expectations early & often with the customers & teams using your product   
4.  Leveraging customer journey maps as your company's blue-print for growth & success
5.   Socializing your customer feedback & democratizing your data to drive innovation

Huge thanks to Kristi for coming on The CXChronicles Podcast and featuring her team's work and efforts in pushing the customer experience and customer success space into the future.

Click here to learn more about Kristi Faltorusso

Click here to learn more about ClientSuccess

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 customer focused business leaders to tune into our weekly podcast. 

And 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 with all of our video episodes & customer focused business leader content!

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!!