Podcast

In this episode of the CXChronicles Podcast Adrian speaks with Kyle McSlarrow SVP of Customer Experience and Journey Design at Comcast. Kyle tells his story about what it’s like working to lead the customer experience, customer service and experience design efforts at Comcast. He also talks with the CXNation about how Comcast was able to increase their overall NPS performance and make their customers and employees happier in the process. Plus Kyle offers tips and advice for how founders and…

In this episode of the CXChronicles Podcast we speak with Claire Boscq-Scott a CX expert, author, speaker and Global Guru on the topic of what it takes to manage and serve customers and employees in today’s world. Claire and Adrian chat through the 4 CX Success Pillars; Team, Tools, Process and Feedback. We explore ENPS and employee engagement ideas as well as how it has a direct impact on your overall customer experience and customer service as your business grows….

In this episode we talk about some of the key positions for you to have on your company’s CX (customer experience) or customer service team. We know that every business is different but in this CXWeekly update we give you tips and ideas for what positions you should consider having inside of your company or startup CX team. These roles will help to ensure that you have the focus you need across your customer experience, customer service or customer success…

In this episode of the CXChronicles Podcast Adrian chats with the CXNation about why it is critical to conduct regular customer satisfaction or CSAT surveys inside of your business. Customer feedback is key to understanding your customers wants, needs and trigger points. Also CSAT, NPS, eNPS scores all give you tons of valuable information for improving your business through the power of customer experience today! Listen to this updated CXWeekly update to get a bunch of free advice on why…

In this episode of the CXChronicles Podcast we talk about 8 different ways that you can increase your company’s focus on customer retention and churn mitigation. The more you can reduce churn — the better your business becomes its as simple as that. Repeat customers are everything — listen to this episode to learn how you can improve your business through the power of customer experience today! Support the show (https://cxchronicles.com/)

In this episode we dive into the top 5 reasons why you should always consider your customers right. We know that there’s always edge cases to this idea but in general keeping your customer for the long haul and building high life time values with each of your customers is key to your business success. Listen to this CXWeekly Update where Adrian discusses ideas to grow your customer base and create more promoters for the future of your business or…

In this CXWeekly update we discuss some tips and ideas for how you can create a CX-minded culture within your business or team. Adrian provides ideas for getting the right group of people together within your business to assemble a CX Champions focus group to deploy and share learnings and findings about how to better serve your customers! Support the show (https://cxchronicles.com/)

In this episode Adrian speaks with the CXNation about tips for improving your company’s employee experience in 2019. Successful employee experience goes hand in hand with world class customer experience and customer service success. Roughly 53% of companies polled said they invested in employee experience along with their customer experience during 2018 business activities. Listen to this episode to get some ideas for ways that you can think about collecting and using employee feedback to better lead, manage and grow…

In this episode we speak with Allen Beers, Director of Customer Success at Greenhouse in New York City. Greenhouse has raised over $110 million dollars in Venture Capital to chance the way that companies across the world hire new talent. Greenhouse is a recruiting optimization platform to help companies build and scale their recruiting processes. In this episode Allen Beers talks with the CXNation about building a CX/CS team for success and the importance of Customer Segmentation. Support the show…

In this episode Adrian chats about what makes an awesome CXRep. If you are thinking about getting involved in customer experience or customer service or even sales, basically anywhere that you will be speaking with customers on the regular you’ll want to listen to this episode! Support the show (https://cxchronicles.com/)