Hey CX Nation,

In this week's episode of The CXChronicles Podcast #266, we welcomed Adam Coffey, Founding Partner of The Chairman Group based in Dallas, TX.

The Chairman Group™ is a consulting firm founded by Adam Coffey. Adam spent 21 years building 3 national companies for 9 private equity firms. During his career Adam completed 58 acquisitions and had $2.4 billion in successful exits.

As an author, Adam's books "The Private Equity Playbook" (2019) (2024), "The Exit Strategy Playbook" (2021) and Empire Builder (2023) all became #1 Amazon Best Sellers.

His mission today is to help business owners, private equity firms and executives maximize outcomes.

In this episode, Adam and Adrian chat through the Four CX Pillars: Team, Tools, Process & Feedback. Plus share some of the ideas that Adam & his team think through on a daily basis to build world class customer experiences.

**Episode #266 Highlight Reel:**

1. The "Pilot's Philosophy": Know Your Destination
2. Fixing what matters most in any customer experience
3. Focusing on the "high-value" work as a Founder/CEO
4. Avoiding arrogance & mastering the art of delegation
5. Dreamers vs. Does -- stop dreaming & start doing

Click here to learn more about Adam Coffey

Click here to learn more about The Chairman Group

Huge thanks to Adam for coming on The CXChronicles Podcast and featuring his work and efforts in pushing the customer experience & private equity space into the future.

For Apple & Spotify podcast listener friends, make sure you are following CXC & leave a 5 star review so we can find new members of the "CX Nation".

You know what would be even better?

Go tell your friends or teammates about CXC's custom content, strategic partner solutions (Hubspot, Intercom, & Freshworks to name a few) & On-Demand services & invite them to join the CX Nation, a community of 15K+ customer focused business leaders!

Want to see how your customer experience compares to the world's top-performing customer focused companies?

Be one of our Pioneer users of the recently launched CXC Healthzone, an intelligence platform that shares benchmarks & insights for how companies across the world are tackling The Four CX Pillars: Team, Tools, Process & Feedback & how they are building an AI-powered foundation for the future.

Thanks to all of you for being apart of the "CX Nation" and helping customer focused business leaders across the world make happiness a habit!

Reach Out To CXC Today!

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Contact CXChronicles Today

• Tweet us @cxchronicles
• Check out our Instagram @cxchronicles
• Click here to checkout the CXC website
• Email us at info@cxchronicles.com

Remember To Make Happiness A Habit!!

Hey CX Nation,

In this week's episode of The CXChronicles Podcast #265, we welcomed Mario Baddour, President & CEO of InteLogix, based in Park City, UT.

InteLogix provides customer experience (CX) solutions and accounts receivable management (ARM) operations that enhance customer loyalty and revenue for their clients.

They combine human engagement with digital tools and automation to minimize customer effort and boost loyalty by offer long-term value through scalable CX and both first-party and third-party ARM operations.

Their mission is to make lives better by engaging, listening, and resolving consumer concerns and obligations with empathy and innovation. And advocate for their clients brands and reputations as their own.

In this episode, Mario and Adrian chat through the Four CX Pillars: Team, Tools, Process & Feedback. Plus share some of the ideas that his team at InteLogix think through on a daily basis to build world class customer experiences.

**Episode #265 Highlight Reel:**

1. Focusing on building an elite Team above all else to drive success & growth
2. Solving problems for your customers & providing constant value
3. Structuring & configuring your data before finding the optimal tech-solutions
4. Building & deploying living playbooks to propel your team forward rapidly
5. Taking customer data & feedback to drive product development

Click here to learn more about Mario Baddour

Click here to learn more about InteLogix

Huge thanks to Mario for coming on The CXChronicles Podcast and featuring his work and efforts in pushing the customer experience & customer contact space into the future.

For Apple & Spotify podcast listener friends, make sure you are following CXC & leave a 5 star review so we can find new members of the "CX Nation".

You know what would be even better?

Go tell your friends or teammates about CXC's custom content, strategic partner solutions (Hubspot, Intercom, & Freshworks to name a few) & On-Demand services & invite them to join the CX Nation, a community of 15K+ customer focused business leaders!

Want to see how your customer experience compares to the world's top-performing customer focused companies?

We launched CXC Healthzone, an intelligence platform that shares benchmarks & insights for how companies across the world are tackling The Four CX Pillars: Team, Tools, Process & Feedback & how they are building the pillars upon an AI-powered foundation for the future.

Huge thanks for being apart of the "CX Nation" and helping customer focused business leaders across the world make happiness a habit!

Reach Out To CXC Today!

Support the show

Contact CXChronicles Today

• Tweet us @cxchronicles
• Check out our Instagram @cxchronicles
• Click here to checkout the CXC website
• Email us at info@cxchronicles.com

Remember To Make Happiness A Habit!!

Hey CX Nation,

In this week's episode of The CXChronicles Podcast #264, we welcomed Mika Yamamoto, Chief Customer and Marketing Officer at Freshworks based in San Mateo, CA.

Freshworks Inc. (NASDAQ: FRSH) builds uncomplicated service software that delivers exceptional customer and employee experiences.

Their enterprise-grade solutions are powerful, yet easy to use, and quick to deliver results. Their people-first approach to AI eliminates friction, making employees more effective and organizations more productive.

Over 74,000 companies, including Bridgestone, New Balance, Nucor, S&P Global, and Sony Music, trust Freshworks’ customer experience (CX) and employee experience (EX) software to fuel customer loyalty and service efficiency.

In this episode, Mika and Adrian chat through the Four CX Pillars: Team, Tools, Process & Feedback. Plus share some of the ideas that her team at Freshworks think through on a daily basis to build world class customer experiences.

**Episode #264 Highlight Reel:**

1. The power of reflection & attention to the customer journey you're building
2. Enhancing customer experience through employee engagement
3. Building your playbook on tech-stack efficiency and utilization
4. Breaking down silos to build world-class customer & employee experiences
5. Investing in "Voice of Customer" (VOC) & "Voice of Employee" (VOE)

Click here to learn more about Mika Yamamoto

Click here to learn more about Freshworks

Huge thanks to Mika for coming on The CXChronicles Podcast and featuring her work and efforts in pushing the customer experience & customer success space into the future.

For our Apple & Spotify podcast listener friends, make sure you are following CXC & please leave a 5 star review so we can find new listeners & members of the "CX Nation".

You know what would be even better?

Go tell one of your friends or teammates about CXC's custom content, strategic partner solutions (Hubspot, Intercom, & Freshworks to name a few) & On-Demand services & invite them to join the CX Nation, a community of nearly 15K+ customer focused business leaders!

Want to see how your customer experience compares to the world's best CX-driven companies?

We recently launched CXC Healthzone, an intelligence platform that shares benchmarks & insights for how companies across the world are tackling The Four CX Pillars: Team, Tools, Process & Feedback & how they are building the pillars upon an AI-powered foundation for the future.

Huge thanks for being apart of the "CX Nation" and helping customer focused business leaders across the world make happiness a habit!

Reach Out To CXC Today!

Support the show

Contact CXChronicles Today

• Tweet us @cxchronicles
• Check out our Instagram @cxchronicles
• Click here to checkout the CXC website
• Email us at info@cxchronicles.com

Remember To Make Happiness A Habit!!

Hey CX Nation,

In this week's episode of The CXChronicles Podcast #263, we welcomed Maxime Marchand, Senior Director of Product Management at GoTo based in Montreal, Quebec, Canada.

As the leader in cloud communications and IT, GoTo addresses real-world challenges with practical innovations and a customer-first mindset. They offer secure, reliable, and AI-enabled solutions that are simple to adopt for small and midsize businesses and scalable to enterprises worldwide.

Customers around the world rely on our products—GoTo Connect, LogMeIn Rescue, LogMeIn Resolve, GoTo Webinar, Grasshopper, and more—for consistent high performance and unbeatable uptime on any device.

In this episode, Maxime and Adrian chat through the Four CX Pillars: Team, Tools, Process & Feedback. Plus share some of the ideas that his team at GoTo think through on a daily basis to build world class customer experiences.

**Episode #263 Highlight Reel:**

1. Organizational alignment through product management
2. The journey from engineer to CX leader
3. How speed, alignment & focus create growth opportunities
4. One-stop platform for managing customer communications
5. Constant customer listening to drive growth

Click here to learn more about Maxime Marchand

Click here to learn more about GoTo

Huge thanks to Max 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, strategic partners (Hubspot, Intercom, & Zendesk) & On-Demand services & invite them to join the CX Nation!

Want to see how your customer experience stacks up to others, ask us about the CXC Healthzone, an intelligence platform that shares benchmarks & insights from companies across the world.

Huge thanks for being apart of the "CX Nation" and helping customer focused business leaders across the world make happiness a habit!

Reach Out To CXC Today!

Support the show

Contact CXChronicles Today

• Tweet us @cxchronicles
• Check out our Instagram @cxchronicles
• Click here to checkout the CXC website
• Email us at info@cxchronicles.com

Remember To Make Happiness A Habit!!

Hey CX Nation,

In this week's episode of The CXChronicles Podcast #262, we welcomed Pasquale DeMaio, Vice President at Amazon Web Services (AWS) based in Seattle, WA.

Launched in 2006, Amazon Web Services (AWS) began exposing key infrastructure services to businesses in the form of web services -- now widely known as cloud computing.

Today, Amazon Web Services provides a highly reliable, scalable, low-cost infrastructure platform in the cloud that powers hundreds of thousands of businesses in 190 countries around the world.

With data center locations in the U.S., Europe, Singapore, and Japan, customers across all industries are taking advantage of our low cost, elastic, open and flexible, secure platform.

In this episode, Pasquale and Adrian chat through the Four CX Pillars: Team, Tools, Process & Feedback. Plus share some of the ideas that his team at AWS think through on a daily basis to build world class customer experiences.

**Episode #262 Highlight Reel:**

1. How AWS thinks about team-building strategies
2. Leveraging Amazon Connect's Unified AI Engine
3. Streamlining customer service & success to fuel growth
4. Investing & supporting employee-driven innovation & cross-team collaboration
5. Building customer-centricity into the DNA of your engineering team

Click here to learn more about Pasquale DeMaio

Click here to learn more about Amazon Web Services (AWS)

Huge thanks to Pasquale 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, strategic partners (Hubspot, Intercom, & Zendesk) & On-Demand services & invite them to join the CX Nation!

Want to see how your customer experience stacks up to others, ask us about the CXC Healthzone, an intelligence platform that shares benchmarks & insights from companies across the world.

Huge thanks for being apart of the "CX Nation" and helping customer focused business leaders across the world make happiness a habit!

Reach Out To CXC Today!

Support the show

Contact CXChronicles Today

• Tweet us @cxchronicles
• Check out our Instagram @cxchronicles
• Click here to checkout the CXC website
• Email us at info@cxchronicles.com

Remember To Make Happiness A Habit!!

Hey CX Nation,

In this week's episode of The CXChronicles Podcast #261 we were capturing live interviews at Customer Contact Week at The Caeasar's Forum in Las Vegas, NV.

We joined 5,000+ attendees, from 49 states, 51 countries, and spent time meeting & learning from 250+ of the largest solution providers in the CX & customer contact center space.

Let's call it what is folks, this is essentially the "Super Bowl of CX" the best & brightest companies in our game gather at CCW to talk shop & share their latest & greatest features, gadgets & services.

Our guest interviews for this IRL (in-real life) event episode included: Peter Nilsson (Microsoft), Michael Kinsella & Tomas Piacek (Klearcom), Ashu Dubey (Alhena AI) Janet Vito & Emily Cash (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 our favorite new little buddy, AI.

**Episode #261 Highlight Reel:**

1. CXC IRL Interviews from CCW Las Vegas 2025
2. Learnings from 250+ leading solution providers in customer contact
3. Things that are top of mind for CX/CS/Support executives
4. Improving your customer experience & building alongside AI for the future
5. Examples of world-leading AI companies/solutions to keep your eyes on

Click here to watch CXCP #261 On CXC Youtube

Click here to learn about Customer Contact Week

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 Apple & Spotify friends, make sure you are following CXC & please leave a 5 star review so we can find new listeners & members to expand our customer focused community.

You know what would be even better?

Go tell one of your friends or teammates about CXC's content, strategic partners (Hubspot, Intercom, Zendesk, Freshworks, Forethought AI & Ascendr) + check-out the CXC Healthzone to learn more about our CX/CS/RevOps focused on-demand services.

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" available on Amazon or the CXC website.

For you non-readers, go check out the CXChronicles Youtube channel to see our customer & employee focused business content.

Reach Out To CXC Today!

Support the show

Contact CXChronicles Today

• Tweet us @cxchronicles
• Check out our Instagram @cxchronicles
• Click here to checkout the CXC website
• Email us at info@cxchronicles.com

Remember To Make Happiness A Habit!!

Hey CX Nation,

In this week's episode of The CXChronicles Podcast #260, we welcomed Patrick McCullough, President of Hallmark Business Connections, based in Kansas City, MO.

Just like you rely on Hallmark to strengthen your personal relationships, you can count on them to keep your business going and growing.

We help businesses by turning customers into advocates, employees into champions and companies into more connected environments all through the power of an unexpected Hallmark card.

Nothing better than a "tangible thank you" in a world where everything seems to be moving towards digital.

In this episode, Patrick and Adrian chat through the Four CX Pillars: Team, Tools, Process & Feedback. Plus share some of the ideas that his team at Hallmark Business Connections think through on a daily basis to build world class customer experiences.

**Episode #260 Highlight Reel:**

1. Hallmark cards -- the game changer in a digital world
2. Leveraging traditional mediums to grow your business & CX efforts
3. Why tangible gifts & notes are still extremely beneficial in business
4. Expanding your tool-kit for customer & employee shout-outs
5. What we can learn from Hallmark about remaining relevant over decades

Click here to learn more about Patrick McCullough

Click here to learn more about Hallmark Business Connections

Huge thanks to Patrick 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" available on Amazon or the CXC website.

Reach Out To CXC Today!

Support the show

Contact CXChronicles Today

• Tweet us @cxchronicles
• Check out our Instagram @cxchronicles
• Click here to checkout the CXC website
• Email us at info@cxchronicles.com

Remember To Make Happiness A Habit!!

Hey CX Nation,

In this week's episode of The CXChronicles Podcast #259, we welcomed Joe Anderson, Senior Director - Head of CX & Digital Transformation at TaskUs based in New Braunfels, TX.

TaskUs is a different breed of BPO. They are a collective of highly capable humans, who understand how to deploy technology and data to best serve your purpose.

From Digital CX to Trust & Safety, AI Services, Risk + Response, Consulting, and anything in between, we consider ourselves responsible for protecting our partners’ interests and supporting their long term success through innovation and technology - powered by ridiculously smart people.

In this episode, Joe and Adrian chat through the Four CX Pillars: Team, Tools, Process & Feedback. Plus share some of the ideas that his team at TaskUs think through on a daily basis to build world class customer experiences.

**Episode #259 Highlight Reel:**

1. Leading AI-safety initiatives at TaskUs
2. Developing and leveraging AI-powered analytics for customers
3. Partnering with Decagon and Regal focusing on augmentation
4. Constant monitoring & analysis of customer interactions to fuel sales
5. Leveraging playbooks & how-to guides to create incredible EX

Click here to learn more about Joe Anderson

Click here to learn more about TaskUs

Huge thanks to Joe 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" available on Amazon or the CXC website.

Reach Out To CXC Today!

Support the show

Contact CXChronicles Today

• Tweet us @cxchronicles
• Check out our Instagram @cxchronicles
• Click here to checkout the CXC website
• Email us at info@cxchronicles.com

Remember To Make Happiness A Habit!!