Hey CX Nation, In this week's episode of The CXChronicles Podcast #181 we welcomed Tom Goodmanson, President & CEO at Calabrio based in Minneapolis, MN. Calabrio's products and services help their customers maximize agent performance, exceed customer expectations, and boost workforce efficiency using connected data, AI-fueled analytics, automated workforce management, and personalized coaching. In this episode, Tom and Adrian chat through how he has tackled The Four CX Pillars: Team, Tools, Process & Feedback throughout his career + shares some…
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10 Ways To Manage Your Workload When Understaffed
With summer in full swing and many employees gearing up to take well-deserved breaks, how can business leaders ensure nothing slips through the cracks? If a company already has people out on leave to deal with illness, bereavement or welcome a new family member at the same time a number of team members go on vacation, a “lean” operation can start to struggle. This can affect not only the morale of team members who are still around, keeping things running,…
Read MoreCXC Featured On The CX Goalkeeper Podcast!
The CX Goalkeeper had the great opportunity to interview Adrian Brady-Cesana LinkedIn Headline: Customer Experience Executive, Author of The Four CX Pillars & Host of The CXChronicles Podcast Highlights: 00:00 Game Start 00:38 Adrian’s introduction 2:36 CX Chronicles 05:53 Adrian’s Values 11:04 The Team 18:43 The tools 25:12 The Processes 32:32 The Feedback 38:09 Adrian’s book suggestion 40:03 Adrian’s contact details 40:42 Adrian’s Golden Nugget and much more Adrian’s Contact Details: https://www.linkedin.com/in/adrianbradycesana/ www.cxchronicles.com Adrian at CX chronicles.com His book suggestion: What you…
Read MoreCXC Joins The Customer Experience Podcast!
When you’ve been in the business of customer experience for nearly two decades, you’ve seen every interaction of what CX can mean at the individual and corporate level. The “why” behind CX and the importance of is as simple as making happiness a habit. Keeping your team running smoothly so they’re happy and keeping your clients in the know so they’re happy. Easier said than done. Hear our conversation with Adrian Brady-Cesana, Founder and Chief Experience Officer at CXChronicles: What…
Read More180: CXChronicles Podcast 180 with Tom DeWitt, P.h.D. Director of CXM at Michigan State University
Hey CX Nation, In this week's episode of The CXChronicles Podcast #180 we welcomed Tom DeWitt, P.h. D. Director of CXM@MSU and a fixed-term faculty member in the Department of Marketing of the Broad College of Business at Michigan State University. Tom is dedicated to advancing customer experience management globally by helping formalize and develop a framework for the field for more than a decade. Dr. DeWitt has provided customer experience management solutions to organizations and audiences around the world…
Read More179: CXChronicles Podcast 179 with Tom Randle, CEO at Geckoboard
Hey CX Nation, In this week's episode of The CXChronicles Podcast #179 we welcomed Tom Randle, CEO at Geckoboard based in London, England. Originally a UX and product guy, Tom spent the early years of his career building companies like Red Gate & Huddle in London. He leveraged those learnings and findings to become an intricate part of the Geckoboard team & eventually their CEO. Geckoboard helps their customers access and understand their data. Their dashboard software integrates with over…
Read More178: CXChronicles Podcast 178 with Tomer Rabinovich, CEO at Top Dog Global
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…
Read More176: CXChronicles Podcast 177 with Larry Yatch, CEO at SEAL Team Leaders
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…
Read More176: CXChronicles Podcast 176 with Ethan Beute, Chief Evangelist at BombBomb, Podcast Host & Best-Selling Author
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…
Read MoreFour Ways Your SMB Can Improve Your Customer Service
By Adrian Brady-Cesana Creating a great customer service strategy is more important now than ever before. Studies have evidenced that 89% of consumers have switched to doing business with a competitor after one bad customer service experience! The good news is that improving your customer experience doesn’t have to break the bank. These are four of the best cost-effective strategies to improve your customer service and build your brand loyalty. This all starts with actually knowing who your customers are,…
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