It’s official: CXChronicles is celebrating five incredible years. 7 Core CX Lessons: 5 Years of Insights from Top Leaders right here. What started as a mission to chronicle how the world’s most successful business leaders think about Customer Experience has grown into a global community of 15,000 engaged professionals, listening across 125 countries. To mark this milestone, we did a deep dive into our entire library of nearly 300 episodes, featuring guests from titans like Microsoft, Comcast, Amazon Web Services,…
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Beyond the Buzzwords: The Human-Centric Approach to CX and Business Growth with Ujet’s Michele Shane (Episode 267)
In this episode of the CXChronicles podcast, host Adrian Brady-Cesana sits down with Michele Shane, SVP of Business Development at Ujet, to discuss human-centric CX and business growth and the often-overlooked human elements of customer experience (CX) and business growth. From the early days of a startup to leading a team at a modern CCaaS company, Michele’s journey highlights a core truth: success is about passion, people, and a clear vision. The Unconventional Path to a CX Career Michele’s career…
Read MoreFrom Silicon Valley Giants to CX Superstars: Unpacking Freshworks’ Secret Sauce with Mika Yamamoto (CXChronicles Ep. 264)
Are you ready to dive deep into the world of customer experience with one of the industry’s brightest minds? In a captivating episode of the CXChronicles podcast, host Adrian Brady-Cesana sat down with Mika Yamamoto, the Chief Customer and Marketing Officer (CMO & CCO) at Freshworks. Mika, with an incredible background spanning tech giants like Microsoft and Amazon, shared her invaluable insights on building customer-centric organizations that truly delight. This episode was packed with “golden nuggets” of wisdom, and we’re…
Read MoreFrom Engineer to CX Guru: How GoTo Is Building the Future of Customer Experience
Ever wonder what it takes to build a product that serves millions of users? We got the inside scoop from Maxime Marchand, Senior Director of Product Management at GoTo, on the latest episode of the CXChronicles Podcast. From his start as a software engineer to his current role, Maxime’s journey highlights a powerful truth: the best products are built with a deep understanding of both technology and the people who use it. Here are some highlights, tips, and anecdotes from the episode…
Read MoreThe Power of a Handwritten Card in a Digital World: Lessons from Hallmark Business Connections
In a world obsessed with automation, AI, and rapid-fire communication, what if the most powerful customer experience (CX) tool was… a greeting card? Yep. A good old-fashioned, paper-in-the-mailbox Hallmark card. That’s exactly what Episode 260 of the CXChronicles Podcast explored when Patrick McCullough, President at Hallmark Business Connections, joined host Adrian Brady-Cesana for a deep (and heartfelt) dive into the very human side of customer experience. Let’s unpack the biggest takeaways from this episode and why, maybe, it’s time to…
Read MoreWhat Frontlines Teach Us: CX Learnings from Episode 259 of the CXChronicles Podcast
If you’ve ever been in the trenches of customer experience, you know that CX isn’t about perfection – it’s about consistency, clarity, and closing the damn loop. In Episode 259 of the CXChronicles Podcast, host Adrian Brady-Cesana sits down with Joe Anderson, the Head of CX & Transformation at TaskUs, to dig into what makes great customer experience programs actually work. But this isn’t your usual playbook talk. It’s more like a candid debrief between two people who’ve spent years…
Read MoreCXC Featured On The Simple Brand Podcast!
In this week’s episode of the SIMPLE brand podcast, I talk with Adrian Brady-Cesana, host of the CXChronicles podcast! Too many brands skip over one critical driver when building out and managing their customer experience. You may think you want to start by mapping out the customer journey. You may think you want to start by capturing lots of customer data. You may think you want to start by investing in customer experience tech. But if you don’t start by focusing on the…
Read MoreThe Future Of The Customer Experience Management Market Share
By Adrian Brady-Cesana MARKET SIZE Based on research conducted by Grand View Research, the global customer experience management market size was valued at USD 10.27 billion in 2022 and is forecasted to grow to 38.98 billion by 2030, at a compound annual growth rate (CAGR) of 18.1%. The growing importance of understanding customer behavior and their preferences drives various brands and organizations to adopt customer experience strategies, such as regular communication and engagement, longstanding program, and use of automation, to…
Read MoreCXC Featured At ChurnZero’s BIG RYG Customer Success Leadership Summit!
WASHINGTON, Aug. 12, 2022 /PRNewswire/ — ChurnZero, a leading Customer Success platform, has released the full lineup and speaker agenda for BIG RYG 2022, the Customer Success leadership summit in Washington, D.C. on October 12-13, 2022. RYG stands for “red, yellow, green,” key indicators of customer health. The two-day in-person event will see hundreds of Customer Success (CS) leaders gather to network, learn and share their expertise in improving team effectiveness, customer satisfaction and their companies’ bottom line. Early bird registration is available through August 19. BIG RYG 2022’s agenda is…
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…
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