Hey CX Nation, In this week's CXWeekly Update we walk through some ideas, goals & CTAs to begin building your company's Voice of Customer Dashboards & Reporting. VOC or voice of customer has become an extremely popular topic with customer focused business leaders across the globe. There's so much software out there today that companies use and it becomes really difficult to cut through the noise and aggregate the good, bad and ugly from your customer feedback. VOC reporting helps...

Hey CX Nation, In this week's episode of The CXChronicles Podcast #225 we  welcomed Mikhail Hutton, Fractional CEO & CXO based in New York City.  Mikhail has spent the last 10+ years working in a variety of amazing companies including Humana, Integral Ad Science, Quantcast, Artemis & several VC backed companies helping them think through and execute on their go-to-market (GTM), customer experience & customer success strategies as they scale their business.  In this episode,...

Hey CX Nation, In this week's episode of The CXChronicles Podcast #224 we  welcomed Mario Matulich President & Managing Director of Customer Management Practice based in New York City. Mario and his team at CMP help companies with turning their customers into raving fans. They are the contact center industry's trusted partner offering research, events and online communities. They help produce some amazing events like Customer Contact Week in Las Vegas in June, 4-6 2024 . CXChronicles...

Hey CX Nation, In this week's episode of The CXChronicles Podcast #223 we  welcomed Simon Taylor, the CEO and founder of HYCU, the worlds fastest growing multicloud data protection company.  Simon has more than 20 year's experience in go-to-market strategy development, product marketing and channel sales management for the tech industry.  He has worked with leading companies such as Comtrade Group, Forrester Research, Putnam Investments and Omgeo.  Simon is a board member at Uncornered,...

Hey CX Nation, In this week's episode of The CXChronicles Podcast #222 we  welcomed Sandra Thompson, Founder Director of The Ei Evolution based in London, England.  The Ei Evolution intends to achieve three things by 2030:  1) Employees experience more joy in their work as colleagues are more thoughtful and bosses are more compassionate.  2) People have longer-lasting positive memories of their experiences as customers when businesses use neuroscience, psychology and behavioural science...

Hey CX Nation, In this week's episode of The CXChronicles Podcast #221 we  welcomed Shawn Nason, the Founder and Chief Experience Officer at MOFI based in the Cincinnati, OH area.  As a former Disney Imagineer, Chief Innovation Officer, and founder of the Disruptor League, Shawn has a proven track record of leading and executing innovative projects that generate significant revenue, customer loyalty, and social impact.  He is also an author, speaker, podcast host, and neuro-diversity...

Hey CX Nation, In this week's episode of The CXChronicles Podcast #220 we  welcomed Simon Kriss, Leading Voice On AI In CX, Author, Futurist, Board & C-Suite AI Mentor based in Melbourne, Australia.  Simon is a customer experience futurologist and thought leader who works with Company Boards and C-Suite Executives on innovation in their customer experience. He's also the author of the book The AI Empowered Customer Experience & the host of The CXII Podcast, please see the links...

Hey CX Nation, In this week's episode of The CXChronicles Podcast #219 we  welcomed Bill Waid, Chief Product & Technology Officer at FICO. FICO is an analytics company helping businesses make better decisions that drive higher levels of growth and success. FICO provides analytics software and tools used across multiple industries to manage risk, fight fraud, build more profitable customer relationships, optimize operations and meet strict government regulations.  Many of their products...

Hey CX Nation, In this week's episode of The CXChronicles Podcast #218 we  welcomed Dennis Armbruster, Executive Vice President at The Verde Group.  The Verde Group is a customer experience consultancy, creating value by employing a proprietary research  methodology that is based on a fundamental principle of human behavior: Individuals are far more likely to take action in response to negative events than positive ones. Verde clients use @Risk analysis to understand why their customers...

Hey CX Nation, Here's the first CXWeekly Update from CXC for 2024! This week's episode I walk through some ideas, goals & CTAs to jump into the new year with your customers & employees. 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 for the new year at CXC is to create more customer focused business leader content, including more short episodes like these ones that are digestible, actionable &...

Hey CX Nation, This week we did something different to end the year & jump into 2024. This week's episode I walk through some ideas, goals & CTAs to jump into the new year with your customers & employees. I hope that all of you had an awesome year and holiday season & we're beyond excited to bring you more customer focused business content in the new year. If you enjoy The CXChronicles Podcast, stop by your favorite podcast player and leave us a review today. You know...

Hey CX Nation, In this week's episode of The CXChronicles Podcast #215 we  welcomed Steve Portigal, Principal at Portigal Consulting based in Montara, CA.  Steve works with organizations in two key ways: i) he uncovers key insights about users and customers to help drive decisions about product, service, technology, and strategy and ii) he works with leaders to build a more mature user research practice.  In this episode, Steve and Adrian chat through how he has tackled The Four CX Pillars:...

Hey CX Nation, In this week's episode of The CXChronicles Podcast #214 we  welcomed Uku Tomikas, CEO at Messente Communication based in Tallinn, Estonia.  Messente is a profitable Estonian startup offering an SMS API platform and two-factor authentication solution to businesses worldwide.  Through secure, global messaging and two-factor authentication, Messente connects businesses to people across the globe.  Spanning over 190 countries, SMS messages and notifications are delivered via...

Hey CX Nation, In this week's episode of The CXChronicles Podcast #213 we  welcomed Rick Elmore, Founder & CEO at Simply Noted based in Phoenix, AZ.  Simply Noted is an API-first platform that streamlines the creation and distribution of genuine Handwritten Notes. They are completely customer-funded and work with 100s of the top startups and Fortune 5000 companies to help them integrate, automate and scale their handwritten outreach. In this episode, Rick and Adrian chat through how he...

Hey CX Nation, In this week's episode of The CXChronicles Podcast #212 we  welcomed Tom Martin, CEO at Glance based in Wakefield, MA.  Glance makes it easy to provide personal, human-to-human customer experience in digital environments. Glance's in-the-moment web and mobile cobrowse, screen share, and video solutions increase customer satisfaction, ensure brand loyalty, and drive revenue.  The world’s largest enterprises trust Glance to empower their customer-facing teams and deliver...

Hey CX Nation, In this week's episode of The CXChronicles Podcast #211 we  welcomed Nicole Pereira, Founder & Hubspot Diamond Partner at Remotish based in San Diego, CA.  At Remotish Nicole and her team are passionate about the fundamentals. This is why they focus on building foundational HubSpot RevOps strategies vs chasing "the next big thing". Their team is widely regarded as HubSpot experts. They are featured in several HubSpot certification videos, teach in HubSpot Bootcamp...

Hey CX Nation, In this week's episode of The CXChronicles Podcast #210 we  welcomed Terence Chesire, VP of Product Management, Customer & Industry Workflows.  ServiceNow (NYSE: NOW) makes the world work better for everyone. Their cloud-based platform and solutions help digitize and unify organizations so that they can find smarter, faster, better ways to make work flow.  So employees and customers can be more connected, more innovative, and more agile. And can help to create the future...

Hey CX Nation, In this week's episode of The CXChronicles Podcast #209 we  welcomed Jason Barro, Partner at Bain & Co & Founder at NPS Prism.  Bain & Company is a global consultancy that helps the world’s most ambitious change makers define the future. Built by Bain, NPS Prism is a customer experience (CX) benchmarking platform that shows where you and your competitors are winning and why. Get clear answers to end debates and improve the customer journeys that matter most. NPS...

Hey CX Nation, In this week's episode of The CXChronicles Podcast #208 we  welcomed Lloyed Lobo,  Author, From Grassroots To Greatness, Co-Founder at Boast.AI & Traction.  Lloyed Cofounded and helped bootstrap Boast.AI to 8 figures ARR. Boast is a fintech platform that provides businesses with R&D and Innovation funding.   He also Cofounded and helped bootstrap Traction to more than 100,000 entrepreneurs and innovators. Traction is a global community that brings leaders behind the...

Hey CX Nation, In this week's episode of The CXChronicles Podcast #207 we  welcomed Howard Moodycliffe, CEO at Timetoreply based in Capetown, South Africa.  Timetoreply software empowers your team members to perform their best, all of the time by showing them their live email stats and automatically prioritizing the emails and leads they need to attend to next.  Team managers get real-time dashboards to track metrics & reply times, email volume, resolution times and follow-up cadences...

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...

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...

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...

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,...