Hey CX Nation,In episode #140 of The CXChronicles Podcast we welcomed Nathan Foy, CEO at Fortis based in Greenville,  SC. FORTIS is the global leader in secure private travel offering a full spectrum of services including 5-star secure chauffeured service, executive protection, and concierge for the world’s most discerning traveler. Offering service in over 1000 cities in 114 countries, the organization ranks among INC 5000s Fastest Growing Companies in the United States and was recently named to the prestigious Best Places to Work in South Carolina 2020. Headquartered in Greenville, South Carolina with offices in Hong Kong and KSA, Fortis has provided innovative solutions for all aspects of secure private travel since its founding in 2000. To learn more, visit Fortis.coAdrian and Nathan chat through how the team at Fortis has approached The Four CX Pillars: Team,  Tools, Process & Feedback as they&apos;ve scaled and grown their team into hundreds of people. **Episode #140 Highlight Reel:**1. Building a global 24/7 secure private travel experience company for the world&apos;s most discerning & experienced travelers2. Ideas for building your international team & partner network to scale across the globe3. Focusing on tools & process to keep your global team informed & under control as you scale4. Building flywheels inside of your business to expedite growth & traction5. How agile CX can overhaul your company over nightHuge thanks to Nathan for coming on the CXCP and featuring his team&apos;s work and efforts in building Fortis!Click here to learn more about Nathan FoyClick here to learn more about FortisIf you enjoy The CXChronicles Podcast, please stop by your favorite podcast player and leave us a review, this is the easiest way we can find new listeners, guests and future CX&apos;ers & be sure to grab a copy of our book "The Four CX Pillars To Grow Your Business on Amazon today!CXChronicles -- Customer Experience Managed ServicesReach out to us now at Info@cxchronicles.com for more information www.cxchronicles.comBook Time with CXChronicles via CalendlySupport the show (https://cxchronicles.com/)

CXChronicles Podcast

CXChronicles Podcast 140 with Nathan Foy, CEO at Fortis

Hey CX Nation,In episode #139 of The CXChronicles Podcast we welcomed Jose Herrera, CEO at Hire Horatio CX based in New York City. 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.Jose and Adrian chat through how the team at Horatio has approached The Four CX Pillars: Team,  Tools, Process & Feedback as they&apos;ve scaled and grown their team into hundreds of people. **Episode #139 Highlight Reel:**1. Building a modern customer support team for high growth, digitally focused companies 2. Leveraging tools like Zendesk, Kustomer, Gorgious, Gladly and other SaaS solutions  3. How to build your team&apos;s customer experience living playbook for success  4. Best practice ideas for getting your team to adopt & utilize your internal tools5. Why focusing on your team, culture and overall mission is key to EX success Huge thanks to Jose for coming on the CXCP and featuring his team&apos;s work and efforts in pushing the customer experience & service world into the future.Click here to learn more about Jose  HerreraClick here to learn more about Hire Horatio CXIf you enjoy The CXChronicles Podcast, please stop by your favorite podcast player and leave us a review, this is the easiest way we can find new listeners, guests and future CX&apos;ers & be sure to grab a copy of our book "The Four CX Pillars To Grow Your Business on Amazon today!Support the show (https://cxchronicles.com/)

CXChronicles Podcast 139 with Jose Herrera, CEO at Hire Horatio CX

Hey CX Nation,In episode #138 of The CXChronicles Podcast we welcomed Vasco Pedro, CEO at Unbabel based in San Francisco, CA & Lisbon, Portugal. Unbabel eliminates language barriers so that businesses can thrive across cultures and geographies. The company’s language operations platform blends advanced artificial intelligence with human editors, for fast, efficient, high-quality translations that get smarter over time. Unbabel integrates seamlessly in any channel, so agents can deliver consistent multilingual support from within their existing workflows. Making it easy for enterprises to grow into new markets and build customer trust in every corner of the world.Based in San Francisco, Calif., Unbabel works with leading customer support teams at brands such as Facebook, Microsoft, Booking.com, and Uber, to communicate effortlessly with customers around the world, no matter what language they speak.**Episode #138 Highlight Reel:**1. How Unbabel is helping companies across the world with communicating with their customers & employees 2. Why not being language dependent leads to better CX and customer support 3. How COVID has changed the way teams communicates & collaborates 4. Why companies that are comfortable working asynchronously will dominate the future 5. As you scale there&apos;s a tendency to lean towards best in class solutions to drive growthHuge thanks to Vasco for coming on the CXCP and featuring his team&apos;s work and efforts in pushing the customer experience & language & communications world into the future. Click here to learn more about Vasco PedroClick here to learn more about UnbabelIf you enjoy The CXChronicles Podcast, please stop by your favorite podcast player and leave us a review, this is the easiest way we can find new listeners, guests and future CX&apos;ers & be sure to grab a copy of our book "The Four CX Pillars To Grow Your Business on Amazon today!Support the show (https://cxchronicles.com/)

CXChronicles Podcast 138 with Vasco Pedro, CEO at Unbabel

Hey CX Nation,In episode #137 of The CXChronicles Podcast we welcomed Dorian Stone, Head of Organizations Revenue at Grammarly based in San Francisco, CA.Grammarly’s digital writing assistant helps 30 million people and 30,000 teams write more clearly and effectively every day. In building a product that scales across multiple platforms and devices, Grammarly works to empower users whenever and wherever they communicate.Dorian shares his personal customer focused business leader journey + dives into the way that he thinks about The Four CX Pillars & how his team at Grammarly has shaped their team, tools, process & feedback as they scale. **Episode #137 Highlight Reel:**1. Understanding the benefits of communicating effectively in a growth focused business 2.  Ideas for how you can begin triggering employee engagement & increase talent retention 3. Why AI driven writing assistance technology will help grow your business & team 4. Mitigating context switching with your tool-kit to optimize your CX & EX 5. How to build 360 listening into your business, internally & externally Huge thanks to Dorian for coming on the CXCP and featuring his team&apos;s work and efforts in pushing the customer experience & AI powered writing assistant world into the future. Click here to learn more about Dorian StoneClick here to learn more about GrammarlyIf you enjoy The CXChronicles Podcast, please stop by your favorite podcast player and leave us a review, this is the easiest way we can find new listeners, guests and future CX&apos;ers & be sure to grab a copy of our book "The Four CX Pillars To Grow Your Business on Amazon today!Support the show (https://cxchronicles.com/)

CXChronicles Podcast 137 with Dorian Stone, Head of Organizations Revenue at Grammarly

Hey CX Nation,In episode #136 of The CXChronicles Podcast we had the pleasure of welcoming Jason Ten Pow, CEO at ONR  based in Toronto, Ontario. Jason and his team show brands how to fundamentally transform their approach to Customer Experience. They help to re-set the CX dial, re-imagine relationships and build trust between brands and customers.  **Episode #136 Highlight Reel:**1. What it takes to build unbreakable relationships with your customers 2. How leading companies transform their organizations by investing in CX 3. Collecting customer feedback data is the start but what are you going to do with it? 4. Leveraging tools & processes to build unbreakable customer relationships 5. Why CX is a top down initiative and investment for most companies! Huge thanks to Jason for coming on the CXCP and featuring his team&apos;s work and efforts in pushing the customer experience & digital marketing space into the future.Click here to learn more about Jason Ten PowClick here to learn more about ONR CXIf you enjoy The CXChronicles Podcast, please stop by your favorite podcast player and leave us a review, this is the easiest way we can find new listeners, guests and future CX&apos;ers & be sure to grab a copy of our book "The Four CX Pillars To Grow Your Business on Amazon today!Support the show (https://cxchronicles.com/)

CXChronicles Podcast 136 with Jason Ten Pow, CEO at ONR CX

Hey CX Nation,In episode #135 of The CXChronicles Podcast we had the pleasure of having Dennis Yu, CEO at BlitzMetrics based in Albany, CA on the show!BlitzMetrics is a digital marketing company that focuses on identifying & optimizing for key customer insights and works with amazing global brands like The Golden State Warriors, Nike, Starbucks, American Airlines and Rosetta Stone.This was one of our very best episodes of CXCP to date so be sure to tune into this week&apos;s episode!**Episode #135 Highlight Reel:**1. Investing in mentorship and apprenticeship to help build your business2. Curating meaningful customer & employee experiences to drive growth3. Working with companies like American Airlines, Red Bull, & Nike4. Understanding customer engagement views across all your channels5. Taking action on customer & employee feedback, not just paying it lip service! Huge thanks to Dennis for coming on the CXCP and featuring his team&apos;s work and efforts in pushing the customer experience & digital marketing space into the future. Click here to learn more about Dennis YuClick here to learn more about BlitzMetricsIf you enjoy The CXChronicles Podcast, please stop by your favorite podcast player and leave us a review, this is the easiest way we can find new listeners, guests and future CX&apos;ers & be sure to grab a copy of our book "The Four CX Pillars To Grow Your Business on Amazon today!Adrian Brady-CesanaFounder and Chief Experience Officer CXChronicles.comSupport the show (https://cxchronicles.com/)

CXChronicles Podcast 135 with Dennis Yu, CEO at BlitzMetrics

In episode #134 of The CXChronicles Podcast we welcomed Nate  Joens Co Founder at Structurely based out of Ames,  Iowa. Structurely&apos;s conversational AI technology is leading the way in sales and marketing, structuring conversations to engage leads at scale. With two-way conversation, their AI Assistant engages online prospects, qualifies them for a personalized experience, and nurtures these lead relationships through intelligent engagement.Nathan joins the CXCP to talk about his experience optimizing and focusing on The Four CX Pillars: Team, Tools, Process & Feedback  while building & scaling Structurely. Episode #134 Highlight Reel:Collecting market based feedback to validate your business ideaWhy building life-like AI is not easy for most companiesThe art of following-up with your leads & prospects to create new business Texting with your customers to personalize your customer experienceConstantly understanding new use-cases for your product & service offeringsHuge thanks to Nathan for coming on The CXCP and featuring his team&apos;s work and efforts in pushing the customer experience & success space into the future. Click here to learn more about Nathan JoensClick here to learn more about StructurelyIf you enjoy The CXChronicles Podcast, please stop by your favorite podcast player and leave us a review, this is the easiest way we can find new listeners, guests and future CX&apos;ers!Support the show (https://cxchronicles.com/)

CXChronicles Podcast 134 with Nathan Joens Co Founder @ Structurely

In episode #133 of The CXChronicles Podcast we welcomed Mahesh Ram,  CEO at Solvvy based in San Mateo, CA. Solvvy delivers brilliant customer experiences through its next-gen chatbot and automation platform. Their clients enjoy self-service rates as high as 70% along with higher customer satisfaction, better customer insights, and improved operational efficiencies. Powered by advanced AI and Natural Language Processing (NLP), Solvvy resolves issues with speed and scale for over 500 Million users of the world’s top brands including HelloFresh, Vimeo, Under Armour, Twilio, Calm, GoFundMe, Stash, and Ring.Mahesh talks about the important lessons that he&apos;s learned about optimizing The Four CX Pillars: Team, Tools, Process & Feedback throughout his personal journey and there&apos;s tons of valuable insights loaded into this episode about building  Solvvy. Episode #133 Highlight Reel:How do we make technology more useful for human beingsBuilding personalized support & service within your customer baseLeveraging the categorization of issues & taking immediate actionMaking customer adoption of your product or service a constant key focus area Building Updated Voice of Customer (VOC) & Voice of Product (VOP) reportingHuge thanks to Mahesh for coming on the CXCP and featuring his team&apos;s work and efforts in pushing the customer experience & success space into the future.  Click here to learn more about Mahesh RamClick here to learn more about SolvvyIf you enjoy The CXChronicles Podcast, please stop by your favorite podcast player and leave us a review, this is the easiest way we can find new listeners, guests and future CX&apos;ers!Watch  The CXChronicles Podcast On Youtube HereSupport the show (https://cxchronicles.com/)

CXChronicles Podcast 133 with Mahesh Ram, CEO at Solvvy

In episode #132 of The CXChronicles Podcast we welcomed Eric Gibbs President, Americas at Ouriginal with headquarters based in Stockholm, Sweden. Ouriginal is the fusion of PlagScan and Urkund, two established and trusted names in plagiarism detection, and an authoritative European voice in the fight against plagiarism. Eric and has team have combined expertise spanning decades, and have helped to build the award-winning software solutions designed to enable educators and other users to assess the authenticity and originality of any text. The company offers its web-based subscription services to academic institutions, corporations and governmental entities to support institutional quality and authenticity of work initiatives.Eric talks about the important lessons that he&apos;s learned about optimizing The Four CX Pillars throughout his personal journey and there&apos;s tons of valuable insights loaded into this episode.  Episode #132 Highlight Reel: What it was like learning & being mentored by Paul Romer the former Chief Economist of the World Bank and 2018 Nobel Memorial Prize in Economic Sciences (shared with William Nordhaus) for his work in endogenous growth theory.Experience building the world&apos;s leading anti-plagiarism software solutionHow failing fast, early & often can lead you to your biggest future successesIf your business is not adaptable, you&apos;re on your way to being dead How to rinse, wash & repeat on your customer & employee successHuge thanks to Eric for coming on the CXCP and featuring his team&apos;s work and efforts in pushing the plagiarism detection & authenticity and originality of text space into the future.  Click here to learn more about Eric GibbsClick here to learn more about OuriginalIf you enjoy The CXChronicles Podcast, please stop by your favorite podcast player and leave us a review, this is the easiest way we can find new listeners, guests and future CX&apos;ers!Watch  The CXChronicles Podcast On Youtube HereSupport the show (https://cxchronicles.com/)

CXChronicles Podcast 132 with Eric Gibbs President, Americas @ Ouriginal

In episode #131 of The CXChronicles Podcast we welcomed Howard Tiersky, CEO at Fromm, The Digital Transformation Agency based in New York, NY. FROM helps companies transform from where they are now to where they need to be to succeed with today’s digital-first customers.Howard&apos;s team develops new digital products for shopping, banking, travel and entertainment. The team at Fromm optimizes existing platforms, to make them more engaging and more profitable. The Fromm team is comprised of an amazing team of inspiring leaders, strategists, designers and technologists and work with some of the world’s leading brands to improve the customer experience – online, in store, and everywhere they need to be in today&apos;s world. Episode #131 Highlight Reel:How early life experiences in theatre led Howard to building a company focused on customer & digital experience optimizationHow to define what your version of business success looks like within your companyLearning early on in the process what customers really care about while building your businessHow to invest in the right tools while growing & scaling your businessWhy companies that achieve scale tend to have ample time & investments in process curation & optimization based on customer & employee feedback!Huge thanks to Howard for coming on the CXCP and featuring his team&apos;s work and efforts in pushing the customer experience & digital transformation space into the future. Click here to learn more about Howard TierskyClick here to learn more about Fromm, The Digital Transformation AgencyIf you enjoy The CXChronicles Podcast, please stop by your favorite podcast player and leave us a review, this is the easiest way we can find new listeners, guests and future CX&apos;ers!Watch  The CXChronicles Podcast On Youtube HereSupport the show (https://cxchronicles.com/)

CXChronicles Podcast 131 with Howard Tiersky, CEO at Fromm, The Digital Transformation Agency

In episode #130 of The CXChronicles Podcast we welcomed Lisa VanderGast, Vice President of Client Services at AdColony based in Los Angelas, CA. AdColony is one of the largest mobile advertising platforms in the world with a reach of more than 1.5 billion users globally. Part of Digital Turbine’s leading independent mobile growth platform, AdColony helps brands, agencies, and apps expand their reach and results with the power of mobile.Lisa has been building & scaling customer facing Client Services teams inside of the ad-tech space for 15+ years. In this episode she chats about what she&apos;s learned mastering the Four CX Pillars of team, tools, process & feedback during her personal CX&apos;er journey.  Episode #130 Highlight Reel:How the ad-tech space continues to grow and evolveControlling and managing variables across your customer journeyLeveraging your CRM to manage budgets, timelines, & customer prioritiesManaging a remote client services workforce -- the good, bad & ugly...Engagement surveys, campaign surveys, & understanding how you can improve your CX & EX! Huge thanks to Lisa for coming on the CXCP and featuring her team&apos;s work and efforts in pushing the ad-tech & digital experience space into the future.Click here to learn more about Lisa Vandergast Click here to learn more about AdColonyIf you enjoy The CXChronicles Podcast, please stop by your favorite podcast player and leave us a review, this is the easiest way we can find new listeners, guests and future CX&apos;ers!Watch  The CXChronicles Podcast On Youtube HereSupport the show (https://cxchronicles.com/)

CXChronicles Podcast Episode 130 with Lisa Vandergast, VP of Client Services at AdColony

In episode #129 of The CXChronicles Podcast we welcomed Michael Scharff, CEO & Co-Founder of Evolv AI located in Berkeley in the San Francisco Bay area. Evolv AI is defining autonomous optimization for the digital era. Using breakthrough artificial intelligence, developed over the course of ten years, Evolv helps enterprise customers continuously optimize their digital KPIs and meet their goals and objectives. The company’s flagship product is used today by recognized brands around the world to improve experiences across web and mobile.Michael has a 25+ year track record of building great businesses, driving high impact strategies, leading innovation & growth initiatives and fostering talent across multiple organizations including Best Buy, Toys R Us, Sears, Polk, Staples, & now Evolv. Episode #129 Highlight Reel:Corner-stone focus areas that you need to prioritize to build an incredible customer experienceHow AI & technology is changing the way enterprise companies manage CX/EXFostering an insatiable appetitive for your team to continue learningHow to optimize your company&apos;s tech stack & maximize your overall Tools ROIWhy great CX is driven by continuous optimization & personalization Huge thanks to Michael Scharff for coming on the CXCP and featuring his team&apos;s work and efforts in pushing the AI driven, digital experience space into the future.Click here to learn more about Michael ScharffClick here to learn more about Evolv AIIf you enjoy The CXChronicles Podcast, please stop by your favorite podcast player and leave us a review, this is the easiest way we can find new listeners, guests and future CX&apos;ers!Watch  The CXChronicles Podcast On Youtube HereSupport the show (https://cxchronicles.com/)

CXChronicles Podcast Episode 129 with Michael Scharff CEO & Co-Founder of Evolv AI

In episode #128 of The CXChronicles Podcast we welcomed Brittany Hodak, Chief Experience Officer at Experience.com (formerly SocialSurvey) based in San Ramon, CA. Experience.com has built one of the world’s most impactful Experience Management Platform (XMP) solutions with features to drive operational and behavioral change, in real-time, during the moments that matter. XMP delivers impactful business outcomes including increased customer satisfaction, brand loyalty, online reputation and visibility, as well as improved employee engagement, and compliance - making every customer & employee touch point matter!Episode #128 Highlight Reel:1.) Becoming a CX executive & building an eye & focus for "creating amazing experiences" 2.) Building & growing the team at Experience.com 3.) Understanding how to pin-point your "bulls-eye" customer or ICP 4.) Why investing in CX & EX optimization can help propel your business forward  5.) Leveraging the SUPER Methodology to create Super Fan customers S= Start with your story U= Understand your customer  P= Personalize & connectE= Exceed expectationsR= Repeat Huge thanks to Brittany for coming on the CXCP and featuring her team&apos;s work and efforts in pushing the customer experience optimization & management space into the future.Click here to learn more about Brittany HodakClick here to learn more about Experience.comIf you enjoy The CXChronicles Podcast, please stop by your favorite podcast player and leave us a review, this is the easiest way we can find new listeners, guests and future CX&apos;ers!Watch  The CXChronicles Podcast On Youtube HereSupport the show (https://cxchronicles.com/)

CXChronicles Podcast 128 with Brittany Hodak, Chief Customer Officer at Experience.com

In episode #127 of The CXChronicles Podcast we welcomed Stefan Smulders, CEO at Expandi.io based in Eindhoven, Netherlands. Expandi.io is a cloud based platform that is designed to make automated outreach on LinkedIn safe by using random delays, message frequencies, message limits (and other best practices) to help you grow your network & find new business connections. Stefan shares how he & his team built Expandi.io  and pushed the company to over $5M+ in ARR in under 24 months, an amazing feat for any business, indie hacker or entrepreneur!This episode is super valuable for those of you in the CXNation that are trying to improve the way that your sales teammates are using LinkedIn to find new leads & prospects for growing your business pipeline.  Episode #127 Highlight Reel:1.) How Expandi.io built a SaaS tool to automate & optimize your LinkedIn experience  2.) Finding leads and prospects to grow your pipeline & business 3.) How content & value first information for your network drives leads 4.) How any Founder or customer focused leader can step out of his/her comfort zone 5.) Why your business needs to build a community to drive engagement! Huge thanks to Stefan for coming on the CXCP and featuring his team&apos;s work and efforts in pushing the social networking optimization & business development space into the future. Click here to learn more about Stefan SmuldersClick here to learn more about Expandi.ioIf you enjoy The CXChronicles Podcast, please stop by your favorite podcast player and leave us a review, this is the easiest way we can find new listeners, guests and future CX&apos;ers!Watch  The CXChronicles Podcast On Youtube HereSupport the show (https://cxchronicles.com/)Support the show (https://cxchronicles.com/)

CXChronicles Podcast 127 with Stefan Smulders, CEO @ Expandi.io

In episode #126 of The CXChronicles Podcast we welcomed Deb Coviello, Founder of Illumination Partners based in Cincinnati, OH. As The Drop in CEO™, Deb brings 20+ years worth of experience and strategy in Quality and Operational Excellence roles to the table. She uses that knowledge in addition to 15 years in the Flavors and Fragrance industry to identify, assess, and solve the issues that are preventing your business growth.Deb believes to get to the root of a problem, you have to be willing to think differently about how to solve it.She also just released her first book "The CEO&apos;s Compass" filled with wisdom and knowledge from her personal leadership journey.  This episode is incredibly valuable for some of you folks in the CX Nation that are focused on building & shaping your executive teams for the future of your business!  Episode #126 Highlight Reel:1.) Leaving your customers in a better place after working with them 2.) How to leverage your team&apos;s skills & interests  3.) Setting your team up for success  4.) Learning from your past efforts and mistakes while growing your business  5.) Mastering delegation and gaining regular support as you grow Huge thanks to Deb for coming on the show and featuring her work and efforts in pushing the Customer Experience & Customer Success space into the futureClick here to learn more about Deborah Coviello Click here to learn more about The Drop In CEOIf you enjoy The CXChronicles Podcast, please stop by your favorite podcast player and leave us a review, this is the easiest way we can find new listeners, guests and future CX&apos;ers!Watch  The CXChronicles Podcast On Youtube HereSupport the show (https://cxchronicles.com/)

CXChronicles Podcast Episode 126 with Deb Coviello, The Drop In CEO

Come join the CX Nation! Each week we discuss all things related to -- Customer experience, customer service & inside sales for today's world -- we explore customer experience weekly updates, ideas for growing your business, Customer Relationship Management tips and tricks from industry leaders and constantly focusing on how we can all strive to provide great customer experience and service, no matter what the industry or space! Visit our website today at www.cxchronicles.com or check us out on Instagram/FB/Twitter using our handle @CXChronicles

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CXChronicles Podcast

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