Hey CX Nation, In this week's episode of The CXChronicles Podcast #175 we welcomed Deon Nicholas, CEO & Co-Founder at Forethought AI based in San Francisco, CA. Forethought AI is a Silicon Valley software company founded by a team of Dropbox, Palantir, and Autonomy alumni in 2017. Their mission is to unlock human potential through the power of AI. Forethought transforms the customer experience by infusing human-centered AI at each stage of the customer support journey. With Forethought, organizations can…
Read MoreAdrian Brady Cesana
Leveraging Your Customer Data
8 CUSTOMER DATA ANALYSIS BEST PRACTICES, AND A WINNING SOLUTION FOR CUSTOMER DATA MANAGEMENT By Adrian Brady-Cesana Customer data analysis is all about getting a better understanding of who your customer is at a 1:1 level through data. By engaging in customer data analysis, your brand is committing to collect and scrutinize large volumes of data to paint a clear picture of each individual customer (their demographics, behaviors, preferences, intentions, etc.) so smarter business decisions can be made. WHAT CUSTOMER…
Read More174: CXChronicles Podcast 174 with Gregorio Uglioni, The CX GoalKeeper
Hey CX Nation, In this week's episode of The CXChronicles Podcast #174 we welcomed Gregorio Uglioni, CCXP an inspiring CX/CS executive who has come to be known as The CX GoalKeeper, based in Zurich, Switzerland. Greg has spent years helping a plethora of amazing companies with transforming and digitizing their CX/CS roadmaps. In short, Greg is a former Accenture consultant, who today is responsible for Business Transformation at the Cantonal Hospital of Winterthur based in Switzerland. He's also a huge…
Read MoreCustomer Success Blueprint As Your Business Scales
There are a number of great Customer Success (CS) frameworks available for implementation, which outline the core building blocks that Customer Success teams need. This blueprint, however, is based on a model which, while it is not a major divergence from these approaches, emphasizes the cyclical nature of this framework. You really need to approach Customer Success with the mindset that your work is never done! It doesn’t change when you move into leadership. You need to continue to modify…
Read More173: CXChronicles Podcast 173 with Palak Dalal Bhatia
Hey CX Nation, In this week's episode of The CXChronicles Podcast #173 we welcomed Palak Dalal Bhatia, Founder & CEO at Iris Agent, based in Mountain View, CA. With proactive support and AI-powered ticket intelligence, IrisAgent makes it easy for support teams to work collaboratively with product and engineering organizations to prevent escalations, drive informed action, and align on what really matters for your customers. IrisAgent takes simple, repetitive tickets off your support team’s plate, but they pride themselves on…
Read More172: CXChronicles Podcast 172 with Fang Cheng, CEO & Founder at Linc
Hey CX Nation, In this week's episode of The CXChronicles Podcast #172 we welcomed Fang Cheng, CEO & Founder at Linc based in Santa Clara, CA. Linc is the only CX Automation platform built for retail that is changing the conversation in commerce. Their award winning AI powers an infinitely scalable digital workforce for real conversations that solve real problems for your customers. Brands like Levi’s, Shiseido, Carter's OshKosh, and many others partner with Linc to deliver extraordinary experiences that…
Read More171: CXChronicles Podcast 171 with Alister Esam, CEO & Founder at Process Bliss
Hey CX Nation, In this week's episode of The CXChronicles Podcast #171 we welcomed Alister Esam, CEO & Founder at Process Bliss based in Newbury, England. Process Bliss helps their customers embed process in their business to help it run like clockwork. Process Bliss helps optimize your company by identifying blockers, pinpointing the key processes, improving them on a regular basis + working with your team so they are apart of the process. Ultimately, people are smarter than process,…
Read More14 Ways To Improve Your Employee Experience or EX
Study after study has proven that the most successful companies put as much effort into creating a workplace environment where employees feel safe, happy and motivated as they do into attracting long-term clients and customers. When employees enjoy their jobs, they arrive at work each day feeling energized and driven to share their best ideas and perform to the best of their abilities. Here are 14 critical ways to improve your company’s employee experience, which will ultimately boost retention rates…
Read More10 Ways To Leverage The Power of Customer Segmentation
CUSTOMER SEGMENTATION: 10 POWERFUL METHODS UTILIZING CUSTOMER BEHAVIOR DATA By Adrian Brady-Cesana Effective Customer Segmentation is an absolute must and is integral to any enterprise success today. However, many companies fail to derive the powerful impact of this process because they are still using traditional segmentation approaches, without leveraging the breath of customer data and advanced analytics techniques available today. And that’s because they are not using a modern behavioral segmentation approach. Traditional segmentation focused mainly on who customers are,…
Read More170: CXChronicles Podcast 170 with Ilenia Vidili, Customer Experience & Success Expert
Hey CX Nation, In this week's episode of The CXChronicles Podcast #170 we welcomed Ilenia Vidili, Customer Centricity Advisor, Speaker & Author based in Milan, Italy. Ilenia has over a decade of experience in both business-to-consumer and business-to-business companies. She works with her clients to close the gap between internal and external stakeholders to find new opportunities ripe for customer centricity optimization. Ilenia is currently the founder of The Smarter Crew, a customer-centricity consultancy and training company helping a plethora…
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