125: CXChronicles Podcast 125 with Emily Garza AVP, Customer Success at Fastly

In episode #125 of The CXChronicles Podcast we welcomed Emily Garza, AVP, Customer Success at Fastly based in San Francisco, CA. With Fastly’s powerful edge cloud platform, developers get the tools they need to build the most groundbreaking apps — all optimized for speed, security, and scale — so businesses can effectively transform to compete in today’s markets. In 2019 the company filed for their Initial Public Offering (IPO) and had their debut on The New York Stock Exchange (NYSE)….

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124: CXChronicles Podcast Episode 124 with Nate Brown, Chief Experience Officer at Officium Labs

In episode #124 of The CXChronicles Podcast we welcomed Nate Brown, Chief Customer Officer at Officium Labs based in San Mateo, CA.  Officium is Latin for service. Officium Labs believes in service—as an experience, as a business, as a social responsibility. Officium Labs helps brands deliver incredible customer experiences. The company is a global collection of industry leaders and experts that are building the future of customer experience (CX). They provide the best-in-class people, products, and practices for their customers,…

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CXC featured on Zoomin Software Panel!

This panel features Adrian Brady-Cesana, a customer-focused leader with hands-on experience building and scaling a plethora of CX teams at VC-backed startup companies in New York City. He is the author of “The Four CX Pillars; Team, Tools, Process & Feedback To Grow Your Business”. He’ll by joined by Megan Gilhooly, VP of Customer Experience at Zoomin, who previously led global content teams at Amazon, AWS and Ping Identity. In this panel, you’ll learn: · Why Technical Documentation, Customer Support…

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123: CXChronicles Podcast Episode 123 with Lee Roquet, Chief Customer Officer at Yellowfin

In episode #123 of The CXChronicles Podcast we welcomed Lee Roquet, Chief Customer Officer at Yellowfin based in Melbourne, Australia & offices across the world.  Yellowfin is a global Business Intelligence (BI) and analytics platform dedicated to enabling product managers to improve their application's analytical experiences with embedded BI, solving real enterprise analytics challenges, and helping business people understand not only what happened, but why it happened. Founded in 2003 in response to the complexity and costs associated with implementing…

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122: CXChronicles Podcast Episode 122 with Chris Hull, Chief Product Officer at Otus

In episode #122 of The CXChronicles Podcast we welcomed Chris Hull, Chief Product Officer at Otus in Chicago, IL. The all-in-one K-12 learning platform to teach, grade, analyze, and plan. With Learning Management, Assessment, and Data in one place, educators and families can communicate with each other easily, reducing the chaos of multiple platforms. Episode #122 Highlight Reel:1.) How Chris and his founding team came to build Otus 2.) Learning about our education system 3.) Injecting technology into the classroom…

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121: CXChronicles Podcast Episode 121 with Brandon Dufour, CEO The Next Street

In episode #121 of The CXChronicles Podcast we welcomed Brandon Dufour, CEO at The Next Street based in Watertown, CT. Getting  a driver's license is a big deal. It shouldn't be a big hassle. The Next Street makes it easy. They are the national leader in driver's education. Brandon's company celebrates employees, invests in employee happiness inside and outside of work and gives their team the tools they need to be the best versions of themselves. The Next Street was…

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Customer Success Managers On The Rise

When a business buyer makes an initial purchase from a seller, it’s only the start of the value exchange between the two. Most of the mutual value accrues over time as the customer benefits and both continues and expands purchasing. Consequently, more companies are shifting responsibility for ongoing customer care and growth from an account manager to a customer success manager (CSM). The CSM title was almost unheard of a decade ago. But, in a 2019 survey of high-tech companies…

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Where Does Your CX Team Fall In Your Organizational Chart?

Instead of only talking about reporting structure, these 10 questions can help design the role today for the successes of tomorrow. As in any leadership role in an organization, having defined job responsibilities (check out the CXPA Guide to Job Descriptions); clearly defined objectives that are SMART ( specific, measurable, attainable, relevant, and time-bound) and the support of colleagues and leaders across the organization to achieve real change are imperatives to ensuring the success of CX professional. The sad truth…

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120: CXChronicles Podcast Episode 120 with Paul Rutter Cruise & Entertainment Director @ Royal Caribbean

In episode #120 of The CXChronicles Podcast we welcomed Paul Rutter, Founder & CEO of Smooth Sailing Communication & Cruise & Entertainment Director at Royal Caribbean, one of the world's largest cruise line operators! After spending 25+ years in the hospitality industry, Paul has discovered how to go beyond a “perfect” customer experience. Being on the high seas has taught him that through approaching customer service with the intent to exceed his customer’s expectations, rather than just meet them, higher…

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Top CX Stats To Know To Help Increase Your Customer Retention

No matter your industry or what your business is selling, without its customers, it would go under – fast. Once you have a solid customer base, it’s crucial that you create the necessary steps for a strong customer retention strategy that will help you build loyal customers, so you’re able to keep them around for the long haul. Doing so is easier said than done, as creating the necessary momentum needed for brand advocates takes hard work. You need more than just…

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