CXChronicles Podcast

Hey CX Nation, In this week's episode of The CXChronicles Podcast #258 we were live at Cyara XChange 2025 based in The W Hotel in downtown Austin, TX.  XChange is an industry event focused solely on customer experience assurance, where industry leaders come together with peers and industry experts, as well as Cyara leaders and product teams, to network, collaborate, and gain new strategies to help achieve their CX/CS objectives and elevate key contact center performance metrics for the future. Our guest interviews for this IRL (in-real life) event episode included: Peter Nilsson & Aravinda Damarla (Microsoft), Erica McMannes (Instant Teams), Deon Nicholas (Forethought AI), Rishi Rana (Cyara), Abhijit Banerjee (Canada Life) & Mitch Risner (Cyara).  Each of the guests in this episode had unique points of view on the state of CX/CS/Customer Support & what the future of business will look like in today's world thanks to AI.  In this episode, Adrian chats with the XChange 2025 guests about how they are equipping their customers & teammates with the power of AI + building flexible new solutions to scale their business into the future.    **Episode #258 Highlight Reel:** 1. Cyara XChange live interviews from customer focused business leaders 2. Information exchange of ideas for CX & EX opportunities  3. Conversational AI game changing solutions 4. Improving your customer experience & building for the future 5. Examples of world-leading AI companies/solutions to keep your eyes on Click here to learn about Cyara [https://cyara.com/] Click here to learn about XChange 2025 Event [https://cyara.com/event/xchange-2025/] Huge thanks to everyone for joining us on this week's episode of The CXChronicles Podcast and featuring their work and efforts in pushing the customer & employee (agent) experience space into the future. If you enjoy The CXChronicles Podcast, stop by your favorite podcast player hit the follow button and leave us a review today. For our Spotify friends, make sure you are following CXC & please leave a 5 star review so we can find new listeners & members of our community. For our Apple friends, same deal -- follow CXCP and leave us a review letting folks know why you love our customer focused content. You know what would be even better? Go tell one of your friends or teammates about CXC's content,  our strategic partners (Hubspot, Intercom, Zendesk, Freshworks, Forethought AI & Ascendr) + they can learn more about our CX/CS/RevOps focused services & please invite them to join the CX Nation! Are you looking to learn more about the world of Customer Sales & Marketing, Customer Experience, Customer Success, Employee Experience & Revenue Operations? Click here to grab a copy of my book "The Four CX Pillars To Grow Your Business Now" [https://www.amazon.com/Four-Pillars-Grow-Your-Business/dp/169204012X]available on Amazon or the CXC website. For you non-readers, go check out the CXChronicles Youtube channel [https://www.youtube.com/@cxchronicles/shorts]to see our customer & employee focused business content.  Reach Out To CXC Today! [https://www.buzzsprout.com/twilio/text_messages/139790/open_sms] Support the show [https://cxchronicles.com/] Contact CXChronicles Today * Tweet us @cxchronicles * Check out our Instagram @cxchronicles * Click here to checkout the CXC website [https://cxchronicles.com/] * Email us at info@cxchronicles.com Remember To Make Happiness A Habit!!

Hey CX Nation, In this week's episode of The CXChronicles Podcast #257, we welcomed Tony Lama, SVP & GM of Product at Avaya based in Morristown, New Jersey.  Avaya gives their customers the freedom to take their business in the directions that benefit them most. They provide the paths for both customers and their employees where every moment big and small can drive in the moment, memorable experiences. In his role as SVP & GM of Product at Avaya, Tony has spent 25 years training, testing, deploying, supporting, evangelizing, selling, and successfully launching new customer engagement solutions to markets across the globe.  Tony has served in the trenches and is passionate about the humans he leads and has been focused on supporting them on their personal and professional journeys.  In this episode, Tony and Adrian chat through the Four CX Pillars: Team, Tools, Process & Feedback. Plus share some of the ideas that his team at Avaya think through on a daily basis to build world class customer experiences. **Episode #257 Highlight Reel:** 1. Blending experience vets with new product teammates to drive innovation 2. Building a "Voice of Builder" program into your business  3. Bringing a "start-up" mentality into a big enterprise business  4. Empowering your front line staff to create amazing customer experiences  5. Boiling your product portfolio down to the golden core tools Click here to learn more about Tony Lama [https://www.linkedin.com/in/tonylama/] Click here to learn more about Avaya [https://www.avaya.com/en/] Huge thanks to Tony for coming on The CXChronicles Podcast and featuring his work and efforts in pushing the customer experience & customer success space into the future. If you enjoy The CXChronicles Podcast, stop by your favorite podcast player hit the follow button and leave us a review today. For our Spotify friends, make sure you are following CXC & please leave a 5 star review so we can find new listeners & members of our community. For our Apple friends, same deal -- follow CXCP and leave us a review letting folks know why you love our customer focused content. You know what would be even better? Go tell one of your friends or teammates about CXC's content,  our strategic partners (Hubspot, Intercom, & Zendesk) + they can learn more about our CX/CS/RevOps On-Demand services & please invite them to join the CX Nation! Are you looking to learn more about the world of Customer Experience, Customer Success & Revenue Operations? Click here to grab a copy of my book "The Four CX Pillars To Grow Your Business Now" [https://www.amazon.com/Four-Pillars-Grow-Your-Business/dp/169204012X]available on Amazon or the CXC website. Reach Out To CXC Today! [https://www.buzzsprout.com/twilio/text_messages/139790/open_sms] Support the show [https://cxchronicles.com/] Contact CXChronicles Today * Tweet us @cxchronicles * Check out our Instagram @cxchronicles * Click here to checkout the CXC website [https://cxchronicles.com/] * Email us at info@cxchronicles.com Remember To Make Happiness A Habit!!

Hey CX Nation, In this week's episode of The CXChronicles Podcast #256 we were live at Instant Team's Community Builders Week & CX Virtual Summit based in Southern Pines, NC at their company headquarters.  Our guest interviews for this IRL (in-real life) episode included Liza Rodewald (Founder & CEO), Erica McMannes (Founder & CXO), Greg Avallone (SVP of Sales & Partnerships), Amy Price, MBA (SVP of CX), Jennifer Martin & Erica North, both military spouses themselves (Strategic Partnerships Managers), & the one, the only Nate Brown (Co-Founder at CX Accelerator & Head of CX Advisory at Metric Sherpa).    Each of the guests in this episode had unique points of view on the state of CX/CS/Customer Support & what the future of Boutique BPO's look like in today's world. And how they are building an all-in-one hiring platform leveraging the near 12 million US military spouses stationed across the globe.  Instant Teams is a mission-driven company committed to supporting and employing the “force behind the force” – US military spouses.  In this episode, Adrian chats with the Instant Teams crew about how they are making real social impact, finding remarkable talent, providing their customers instant access to new teammates & building flexible solutions along the way.    **Episode #256 Highlight Reel:** 1. Unleashing the power of 12M+ Military Spouses 2. Building bridges to companies who want access to this group 3. Why Military Spouses Make For Incredible CX & Customer Care talent 4. Engaging 75K military spouses ready & primed to join our workforce 5. Around the sun locations at US bases provides global support option Click here to learn about Instant Teams [https://instantteams.com/] Click here to learn about Community Builders Week & CX Summit 2025 [https://events.instantteams.com/cx-summit2025/] Huge thanks to everyone for joining us on this week's episode of The CXChronicles Podcast and featuring their work and efforts in pushing the customer & employee (agent) experience & BPO space into the future. If you enjoy The CXChronicles Podcast, stop by your favorite podcast player hit the follow button and leave us a review today. For our Spotify friends, make sure you are following CXC & please leave a 5 star review so we can find new listeners & members of our community. For our Apple friends, same deal -- follow CXCP and leave us a review letting folks know why you love our customer focused content. You know what would be even better? Go tell one of your friends or teammates about CXC's content,  our strategic partners (Hubspot, Intercom, Zendesk, Freshworks, Forethought AI & Ascendr) + they can learn more about our CX/CS/RevOps focused services & please invite them to join the CX Nation! Are you looking to learn more about the world of Customer Sales & Marketing, Customer Experience, Customer Success, Employee Experience & Revenue Operations? Click here to grab a copy of my book "The Four CX Pillars To Grow Your Business Now" [https://www.amazon.com/Four-Pillars-Grow-Your-Business/dp/169204012X]available on Amazon or the CXC website. For you non-readers, go check out the CXChronicles Youtube channel [https://www.youtube.com/@cxchronicles/shorts]to see our customer & employee focused business content.  Reach Out To CXC Today! [https://www.buzzsprout.com/twilio/text_messages/139790/open_sms] Support the show [https://cxchronicles.com/] Contact CXChronicles Today * Tweet us @cxchronicles * Check out our Instagram @cxchronicles * Click here to checkout the CXC website [https://cxchronicles.com/] * Email us at info@cxchronicles.com Remember To Make Happiness A Habit!!

Hey CX Nation, In this week's episode of The CXChronicles Podcast #255, we welcomed Tim Houlne, CEO at Humach based in Frisco, TX.  Humach combines the strengths of both humans and machines to deliver exceptional customer experiences. Since first opening their doors in 1988, Humach has been at the forefront of customer experience (CX) innovation, delivering world-class call center solutions that have transformed CX for hundreds of clients worldwide. In this episode, Tim and Adrian chat through the Four CX Pillars: Team, Tools, Process & Feedback. Plus share some of the ideas that his team at Humach think through on a daily basis to build world class customer experiences. **Episode #255 Highlight Reel:** 1. How Humach has been leveraging AI in contact centers for the past decade 2. Leveraging custom language models to build effective AI-powered solutions  3. Y-Combinator launched 90 digital voice companies in the last 18 months 4. Baking employee feedback into the culture of your business to drive innovation 5. Building and enriching relationships with your customers as you grow Click here to learn more about Tim Houlne [https://www.linkedin.com/in/timhoulne/] Click here to learn more about Humach [https://humach.com/] Huge thanks to Tim for coming on The CXChronicles Podcast and featuring his work and efforts in pushing the customer experience, customer contact & customer support space into the future. If you enjoy The CXChronicles Podcast, stop by your favorite podcast player hit the follow button and leave us a review today. For our Spotify friends, make sure you are following CXC & please leave a 5 star review so we can find new listeners & members of our community. For our Apple friends, same deal -- follow CXCP and leave us a review letting folks know why you love our customer focused content. You know what would be even better? Go tell one of your friends or teammates about CXC's content,  our strategic partners (Hubspot, Intercom, & Zendesk) + they can learn more about our CX/CS/RevOps On-Demand services & please invite them to join the CX Nation! Are you looking to learn more about the world of Customer Experience, Customer Success & Revenue Operations? Click here to grab a copy of my book "The Four CX Pillars To Grow Your Business Now" [https://www.amazon.com/Four-Pillars-Grow-Your-Business/dp/169204012X]available on Amazon or the CXC website. Reach Out To CXC Today! [https://www.buzzsprout.com/twilio/text_messages/139790/open_sms] Support the show [https://cxchronicles.com/] Contact CXChronicles Today * Tweet us @cxchronicles * Check out our Instagram @cxchronicles * Click here to checkout the CXC website [https://cxchronicles.com/] * Email us at info@cxchronicles.com Remember To Make Happiness A Habit!!

Hey CX Nation, In this week's CXWeekly Update we walk through some ideas, goals & CTAs to begin leveraging boutique BPOs as your business grows.  Its very common for most Founders or executives to want to hire more full-time staff or add to the team during peak seasons when customer communications, tickets & orders are on the rise.  Use this CXWeekly update as a starting point for building out your company's goals around how can begin leveraging BPOs to improve your customer & employee experience. Don't worry we have a ton of amazing guest interviews coming down the pipeline over the next couple of weeks as we start to get crank things up on the content front here at CXC in 2025. Part of our goal for this year is to create more customer focused business leader content, including more short episodes like these ones that are digestible, actionable & most importantly entertaining & valuable for all of you. If you enjoy The CXChronicles Podcast, stop by your favorite podcast player and leave us a review today. You know what would be even better? Go tell one of your friends or teammates about CXC's content, CX/CS/RevOps services, our customer & employee focused community & invite them to join the CX Nation! Are you looking to learn more about the world of Customer Experience, Customer Success & Revenue Operations? Click here to grab a copy of my book "The Four CX Pillars To Grow Your Business Now" [https://www.amazon.com/Four-Pillars-Grow-Your-Business/dp/169204012X/ref=cm_cr_arp_d_product_top?ie=UTF8] available on Amazon or the CXC website. For you non-readers, go check out the CXChronicles Youtube channel [https://www.youtube.com/channel/UC8BRQobzHflNBZcLpmKflnw]to see our customer & employee focused video content & short-reel CTAs to improve your CX/CS/RevOps performance today (politely go smash that subscribe button). Contact us anytime to learn more about CXC at INFO@cxchronicles.com and ask us about how we can help your business & team make customer happiness a habit now! Reach Out To CXC Today! [https://www.buzzsprout.com/twilio/text_messages/139790/open_sms] Support the show [https://cxchronicles.com/] Contact CXChronicles Today * Tweet us @cxchronicles * Check out our Instagram @cxchronicles * Click here to checkout the CXC website [https://cxchronicles.com/] * Email us at info@cxchronicles.com Remember To Make Happiness A Habit!!