Hey CX Nation,

In this week's episode of The CXChronicles Podcast #206 we  welcomed Marius Laza, Chief Customer Officer at Tidio based in San Francisco, CA.

Tidio is a global leader in customer service software. Tidio’s user-friendly platform enables 300,000+ businesses worldwide to deliver smarter, faster support to their customers.

With a full suite of customer service solutions, Tidio offers live chat, chatbots, ticketing, and AI-powered virtual support agents to help you solve customer problems and improve your conversion rates. Tidio’s software operates across all major content management systems, e-commerce platforms, and social media channels.

In this episode, Marius 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 #206 Highlight Reel:**

1. Customer experience & customer success done well is modern selling!
2. People will always do business with other people that they enjoy working with
3. Leveraging chat-bots and AI to better serve your customers 
4. Always be learning about your customers, connect the dots across the journey
5. Predict & prevent issues your customers might encounter, promote the wins!
 
Huge thanks to Marius 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 Marius Laza

Click here to learn more about Tidio

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!

Huge thanks again to our episode sponsor Tidio. Maximize your support capacity without additional hiring costs! Try Tidio today! Visit tidio.com/cxc and start using Tidio with an exclusive 20% discount or start with a free plan and upgrade later.

Reach Out To CXC Today!

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• 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 #205 we  welcomed Declan Ivory, VP of Customer Support at Intercom based in San Francisco, CA.

Declan is an experienced customer focused business leader with a passion for building and developing high-performing teams and applying digital technologies to support organizations through major business transformation.

Today Declan leads the customer support function at Intercom and works with their leadership team to keep a pulse on the voice of customer (VOC) and help optimize and scale their team & solutions into the future.

In this episode, Declan 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 #205 Highlight Reel:**

1. Learning what your customers expect from world class customer support at companies like Google, Amazon, Tableau & Intercom.
2. Leveraging customer success & support to drive your product roadmap & CTAs 
3. Practice what you preach and use your own products/services regularly
4. Leveraging AI/ML to create quick & actionable insights
5. Why its paramount to do regular QA/QC on your customer journeys
 
Huge thanks to Melissa 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 Declan Ivory

Click here to learn more about Intercom

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!

Huge thanks again to our episode sponsor Tidio. Maximize your support capacity without additional hiring costs! Try Tidio today! Visit tidio.com/cxc and start using Tidio with an exclusive 20% discount or start with a free plan and upgrade later.

Reach Out To CXC Today!

Support the show

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• 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 #204 we  welcomed Melissa Kwan, Co-Founder and CEO at eWebinar based in Vancouver, British Columbia. 

Melissa is a 3rd time bootstrapped founder. Her previous company, Spacio (real estate tech) was acquired in 2019.

eWebinar was the product she always dreamt about because she was drowning in customer webinars every day for 5 years.

The eWebinar team is now on a mission to give people their time back so they can do something else more fun, because that's what life is about.

We don't need to work harder, we need to work more creatively

In this episode, Melissa 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 #204 Highlight Reel:**

1. Lessons learned about serving customers from a 3X  bootstrapper founder
2. Helping customers build automated, asynchronous webinars to fuel growth
3. Measuring the key activities and performance areas that drive scale
4. Leveraging content with tips and best practices to drive your marketing efforts
5. Using customer & employee feedback to create outlines for your living playbooks
 
Huge thanks to Melissa 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 Melissa Kwan

Click here to learn more about eWebinar

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!

Huge thanks again to our episode sponsor Tidio. Maximize your support capacity without additional hiring costs! Try Tidio today! Visit tidio.com/cxc and start using Tidio with an exclusive 20% discount or start with a free plan and upgrade later.

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 #203 we  welcomed Steve Cornwell, Senior Vice President of Strategy, Customer Education at Gainsight and Founder of Northpass based in the New York City metropolitan area.

Northpass, now part of Gainsight, is the market-leading digital customer education and training platform.

Northpass empowers businesses to elevate their customer experience and optimize operational efficiency through digital learning.

Iconic brands, including Walmart and Johnson & Johnson, and hundreds of growth businesses, like Pipedrive and Freshworks, choose Northpass to power their digital customer academies.

Their award-winning platform and expert services give companies a surefire path to transform outdated customer training methods into modern digital education and training programs that match how customers want to learn today and improve training efficiency, effectiveness, and reach.
 
In this episode, Steve 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 #203 Highlight Reel:**

1. Huge news about Northpass joining the Gainsight team!
2. Building the leading platform for customer training and education
3. Focus on the utilization of a few core systems to build your customer records
4. Helping your team leaders become the authors of your living playbooks 
5. How you can involve your customers & users in the journey as early as possible
 
Huge thanks to Steve 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 Steve Cornwell

Click here to learn more about Northpass by Gainsight

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!

Huge thanks again to our episode sponsors Northpass and Tidio. Maximize your support capacity without additional hiring costs! Try Tidio today! Visit tidio.com/cxc and start using Tidio with an exclu

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 #202 we  welcomed Cytandra G. Hoover, MBA based in the Greater Chicago Area.

Cytandra is a 🌐 Dynamic global strategic operations leader, having built and led in-person and remote teams across >30 countries.
 
She's also a🏅 Passionate believer that strategically streamlined operations deliver hidden profits and optimized expenses allowing for the greatest stakeholder value.

Cytandra has 🏩 Experience working for 10 years in the not-for-profit sector & 9 years in the private sector with entities of all sizes and flavors, including public, private and international organizations spanning Fortune 100s to small NGOs in sectors covering consulting, insurance, financial services, education, catastrophe/disaster response, human migration and many others.
 
In this episode, Cytandra 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 #202 Highlight Reel:**

1. What its been like working and living in 30+ countries across the world
2. What you need to know about organizational changes for your future
3. Mapping and documenting your current state before making changes
4. Driving future value adds & optimization through constant collaboration
5. Why collecting feedback is useless without being ready to take action
 
Huge thanks to Cytandra 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 Cytandra G. Hoover, MBA

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!

Huge thanks to our episode sponsor Tidio. Maximize your support capacity without additional hiring costs! Try Tidio today! Visit tidio.com/cxc and start using Tidio with an exclusive 20% discount or start with a free plan and upgrade later.

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 #201 we  welcomed Jeanette Wiley, Project Manager - CX at Owl Labs based in Boston, MA.   

With the rise of the hybrid & remote work place where some of us work from the office and some of us from home (AKA the beach, cough, cough...) the need for better video solutions to communicate with your customers & team has become paramount.

Owl Labs is building incredible video and audio technology solutions to help their customers communicate with their customers & teams.

In this episode, Jeanette and Adrian chat through how the team at Owl Labs 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 #201 Highlight Reel:**

1. How Owl Labs help their customers experience fully immersive meetings 
2. Building a remote or hybrid playbook & tool-kit as your business scales 
3. Connecting your CRM and customer details directly to your customer success
4. Simplifying your CSMs processes & mitigating clicks and scrolls
5. Socializing your customer feedback across the entire business on the reg!
 
Huge thanks to Jeanette 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 Jeanette Wiley

Click here to learn more about Owl Labs

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 we celebrate our #200 episode by welcoming Tom Shoemaker, VP of Product Marketing at Propel based in Santa Clara, CA. 

Propel helps product companies grow revenue and increase business value. Their product value management platform connects commercial and product teams to optimize decision making, drive process efficiencies, and engage customers with compelling products and experiences.

Recognized as a Deloitte Technology Fast 500 winner, Propel is built on Salesforce and drives product success for hyper growth startups, corporate pioneers, and Fortune 500 leaders in the high tech, med-tech and consumer goods industries.

In this episode, Tom and Adrian chat through how the team at Propel 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 #200 Highlight Reel:**

1. How early roles in engineering & marketing led to path in product marketing leadership
2. Product marketing in a nutshell; G2M, product launch, pricing, content & sales enablement
3. How hunters can teach farmers and farmers can teach hunters by sharing knowledge & best practices regularly 
4. How do you ensure that your KPIs/performance metrics align to your company's OKRs & mission?
5. Always remember that your customers pay the bills & dictate future product & service needs
 
Huge thanks to Tom 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 Tom Shoemaker

Click here to learn more about Propel

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 #199 we welcomed Somya Kapoor, CEO & Co-Founder at TheLoops based in San Jose, CA.

TheLoops Intelligent Support Operations platform provides visibility, insights and automations across your support stack. Drive operational efficiency while utilizing insights to retain revenue and customers.

TheLoops integrates product signals and customer data so you can understand what's happening outside your support tools without a data scientist.

In this episode, Somya 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 #199 Highlight Reel:**

1. Perfecting the art of predicting your customer's behaviors
2. Leveraging the data in your tech-stack to build your feedback loops
3. How building your Voice Of Customer reporting creates awareness
4. Information and best practices about benchmarking & industry insights
5. Measuring the ROI of your CX and customer success efforts & activities
 
Huge thanks to Somya 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 Somya Kapoor

Click here to learn more about The Loops AI

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 #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!!