SMS Messages (“Short Messages Service”, commonly known as “Texting”) are a way to send text-only messages of up to 160 characters between phones. They have become a regular part of the business messaging environment as a way to communicate with customers and support customer service strategies. Major benefits of SMS Messages over other forms of business communication are the capacity to engage in two-way communication with your customers; reaching your customers anywhere anytime via their mobile devices; enabling you to…
Read MoreAdrian Brady Cesana
155: CXChronicles Podcast 155 with Michael Yinger, COO & Co-Founder at Resume Sieve
Hey CX Nation, In episode #155 of The CXChronicles Podcast we welcomed Michael Yinger, Chief Operating Officer & Co-Founder at Resume Sieve based in Charlotte, North Carolina. Michael and his team at The Sieve™ are building one of the world's leading candidate evaluation platforms that fast-tracks the resume assessment process. Applicant Tracking Systems (ATS) have been helping businesses with optimizing their hiring efforts & employee experiences for years, but Resume Sieve provides its customers with additional support & technology while…
Read More5 Steps Towards Building Your Customer Experience & Customer Success Strategy
A proven Customer Success Strategy is one that yields significant Results where outcome-based customer interactions proactively drive the customer experience and ultimately increase customer lifetime value (CLV). These five steps are essential building blocks to establish and continuously improve the customer success strategy of your company: FIRST STEP: Create a FORMAL CHARTER to establish the essential necessity of Customer Success for your company, and to communicate this vision and mission internally and externally the organization. The framework of this Charter…
Read More154: CXChronicles Podcast 154 with Gaurav Bhattacharya, CEO at Involve AI
Hey CX Nation, In episode #154 of The CXChronicles Podcast we welcomed Gaurav Bhattacharya, CEO at Involve AI based in Los Angelas, CA. Similar to CXC, Gaurav & his team are on a mission to make the world's companies more customer centric. Involve.ai organizes all customer data and makes it useful to stop customers from leaving and expand them to increase revenue. The magic is in the AI to find signals from all unstructured data and predict churn and expansion…
Read More5 Ways To Improve Internal Communication With Remote CX & CS Teams
Internal communication is a priority for any and all companies. However, with remote work becoming the norm, the ways that teams keep in touch have changed. To ensure that customer experience & customer success teams are aligned with the direction of the company, you need to learn how to communicate strategy effectively, and at the same time you need to be supportive of your team that performs its work in a remote environment. Here are five of the best ways…
Read MoreCXChronicles Featured on Amazing Business Radio with Shep Hyken
Shep Hyken interviews Adrian Brady-Cesana, author of The Four CX Pillars to Grow Your Business Now: The Customer Experience Manager Playbook, and host of The CXChronicles Podcast. They discuss the four CX pillars: team, tools, process, and feedback. Top Takeaways: Adrian Brady-Cesana shares what every customer experience manager needs to have in their playbook, the four CX pillars for business growth. Team: Constantly train, evolve and optimize your CX team. Ask questions like: How are our CX team members hired? How are they…
Read More153: CXChronicles Podcast 153 with Jeff Rosenblum, Founding Partner of Questus
Hey CX Nation, In episode #153 of The CXChronicles Podcast we welcomed Jeff Rosenblum, Founding Partner of Questus based in New York City. Jeff Rosenblum is an advertising agency founder, documentary filmmaker and an admitted pain in the ass (his words, not ours). He is widely regarded as one of the leading innovators in the field of digital marketing and has worked on teams that have helped revolutionize market research, publishing, sports broadcasting and interactive advertising. He is the Founding…
Read More152: CXChronicles Podcast 152 with Sam Ruben, Chief Sustainability Officer at Mighty Buildings
Hey CX Nation, In episode #152 of The CXChronicles Podcast we welcomed Sam Ruben, Chief Sustainability Officer at Mighty Buildings, based in Oakland, California. Sam Ruben brings a sustainability and innovation focus to everything he does. He is passionate that today’s organizations consider sustainability as a core aspect, not merely as a moral principle but as an avenue towards an improved bottom line and increased brand value and overall customer & employee experiences. Sam worked with the Bay Area Climate…
Read More151: CXChronicles Podcast 151with Slobby Robby, Founder at Generation Cool
Hey CX Nation, First things first, Happy New Year's to everyone, I hope that all of you had an awesome holiday season! This is the first episode of Season 5 of The CXChronicles Podcast and we wanted to kick the year off with a bang (crazy to look back and see that we have 150+ episodes of the podcast). In episode #151 of The CXChronicles Podcast we welcomed Robert Hall also know as “Slobby Robby based out of Tucson, AZ. …
Read More150: CXChronicles Podcast Episode 150 with Fred Reichheld, Bain Fellow @ Bain & Company
Hey CX Nation, In episode #150 of The CXChronicles Podcast we welcomed Fred Reichheld, Bain Fellow at Bain & Company based in Boston, MA. Bain & Company is a global consultancy that helps the world’s most ambitious change makers define the future. Fred Reichheld is the creator of the Net Promoter System℠ (NPS®) and one of the world’s leading experts on customer and employee loyalty. The best-selling author of four books on loyalty, he is a fellow at Bain &…
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