Adrian Brady Cesana

Send us a Text Message. Hey CX Nation, In this week's episode of The CXChronicles Podcast #230 we are live at Customer Contact Week in the Caesar's Forum Entertainment Center in Las Vegas.  This is our CXCP Day 1 recap of the event. I was able to have my friend Kristi Faltorusso join us on the podcast to rap on all of the things that we are seeing, hearing & talking about with all of the conference attendees.  In this…

Send us a Text Message. Hey CX Nation, In this week's episode of The CXChronicles Podcast #229 we  welcomed Richard Convery, Founder & CEO of Ascendr based near London, England.  Richard is an expert in effective SaaS customer onboarding, a customer success advocate and one of our leading strategic partners here at CXChronicles. In this episode, Richard and Adrian chat through how he has tackled The Four CX Pillars: Team,  Tools, Process & Feedback and shares tips & best practices…

Send us a Text Message. Hey CX Nation, In this week's episode of The CXChronicles Podcast #228 we  welcomed Shantel Love, Global VP of Customer Success Clinical & School Assessment based in Henderson, NV. Shantel is also a keynote speaker, author, LinkedIn Top Personal Branding Voice & work place futurist.   Shantel is on a mission to help diverse professionals use their voices on LinkedIn to build powerful and profitable personal brands without being tied their phones, without posting every day,…

Send us a Text Message. Hey CX Nation, In this week's CXWeekly Update we walk through some ideas, goals & CTAs to begin overhauling your Quarterly Business Reviews (QBRs). QBRs are one of the easiest ways to make sure that your customer success team is getting regular time with their main POCs or account owners to walk through exactly how your product or service is providing value & hitting the mark set by your sales team at the beginning of…

Hey CX Nation, In this week's CXWeekly Update we walk through some ideas, goals & CTAs to begin building your company's Voice of Customer Dashboards & Reporting. VOC or voice of customer has become an extremely popular topic with customer focused business leaders across the globe. There's so much software out there today that companies use and it becomes really difficult to cut through the noise and aggregate the good, bad and ugly from your customer feedback. VOC reporting helps…

Hey CX Nation, In this week's episode of The CXChronicles Podcast #225 we  welcomed Mikhail Hutton, Fractional CEO & CXO based in New York City.  Mikhail has spent the last 10+ years working in a variety of amazing companies including Humana, Integral Ad Science, Quantcast, Artemis & several VC backed companies helping them think through and execute on their go-to-market (GTM), customer experience & customer success strategies as they scale their business.  In this episode, Mikhail and Adrian chat through…

Hey CX Nation, In this week's episode of The CXChronicles Podcast #222 we  welcomed Sandra Thompson, Founder Director of The Ei Evolution based in London, England.  The Ei Evolution intends to achieve three things by 2030:  1) Employees experience more joy in their work as colleagues are more thoughtful and bosses are more compassionate.  2) People have longer-lasting positive memories of their experiences as customers when businesses use neuroscience, psychology and behavioural science to create stronger emotional connections.  3) Teachers…

Hey CX Nation, In this week's episode of The CXChronicles Podcast #221 we  welcomed Shawn Nason, the Founder and Chief Experience Officer at MOFI based in the Cincinnati, OH area.  As a former Disney Imagineer, Chief Innovation Officer, and founder of the Disruptor League, Shawn has a proven track record of leading and executing innovative projects that generate significant revenue, customer loyalty, and social impact.  He is also an author, speaker, podcast host, and neuro-diversity advocate who shares his insights…