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

Click here to learn more about Avaya

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" 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 #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

Click here to learn about Community Builders Week & CX Summit 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 & 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" 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 #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

Click here to learn more about Humach

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" 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 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" available on Amazon or the CXC website.

For you non-readers, go check out the CXChronicles Youtube channel 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!

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 #253, we welcomed Rishi Rana, CEO at Cyara based in Redwood City, CA.

Cyara revolutionizes the way businesses transform and optimize their customer experiences. Cyara’s AI-based CX Transformation Platform empowers enterprises to deliver flawless interactions across voice, video, digital, and chatbot experiences.

With Cyara, businesses improve customer journeys through continuous innovation while reducing cost and minimizing risk. With a 96% customer retention rate and world-class Net Promoter Score (NPS), today’s leading global brands trust Cyara every day to deliver customer smiles at scale.

In his role as CEO of Cyara, Rishi is dedicated to driving customer-centric innovation, expanding their global reach, and positioning Cyara as a leader of GenAI-powered CX assurance.

Rishi has over 25 years of experience in scaling businesses and striving for excellence at every turn. Rishi leverages his love of technology and passion for serving customers and assisting companies along their journey to grow and deliver flawless interactions.

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

**Episode #253 Highlight Reel:**

1. Building one of the world's leading AI-Powered CX transformation platforms
2. Why mission & values become strategic anchors for growth & scale
3. 100% focus on accountability while building high performing teams
4. AI is forcing new expectations on resolution times & cost per resolution
5. How the power of focus drives organizational transformation & success

Click here to learn more about Rishi Rana

Click here to learn more about Cyara

Huge thanks to Rishi 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 #252 we welcomed Keri McGhee the CMO at Attentive, the AI marketing platform for leading brands based in New York.

Attentive® is the AI marketing platform for leading brands, designed to optimize message performance through 1:1 SMS and email interactions. Attentive empowers businesses to achieve hyper-personalized communication with their customers on a large scale.

Trusted by over 8,000 leading brands, Attentive is the go-to solution for delivering powerful commerce experiences for consumers with the brands they love.

Keri leads strategic global marketing to further build the Attentive brand, overseeing product marketing, revenue marketing, events, partner marketing, communications and content, and brand creative.

Keri's past experiences include leading marketing at various start-ups and as a senior director at Zillow, where she led the B2B marketing team of 60+ people, responsible for strengthening partner loyalty and experience for 60,000+ real estate partners.

She got her start in tech at Expedia leading both consumer and corporate travel marketing teams.

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

**Episode #252 Highlight Reel:**

1. Prioritizing the customer experience above everything to drive growth.
2. Why customer marketing & customer success should own your VOC.
3. How building trust from your users & customers drives sales & awareness
4. Driving product adoption & utilization by showing customers how to use it.
5. Leveraging a customer journey task force to socialize opportunities & CTAs

Click here to learn more about Keri McGhee

Click here to learn more about Attentive

Huge thanks to Keri for coming on The CXChronicles Podcast and featuring her 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, & Freshworks) + they can learn more about our CX/CS/RevOps managed 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.

For you non-readers, go check out the CXChronicles Youtube channel to see our customer &

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 #251 we welcomed Vinod Muthukrishnan, VP & COO at Webex by Cisco based in the San Francisco Bay Area, CA.

Vinod leads all go-to-market, business and customer operations. He was previously Co-Founder/CEO of CloudCherry, a customer experience management company, which was acquired by Cisco in October 2019.

Prior to that he spent nine years at sea as a First Officer before running Global Sales at Market Simplified. Based in the Bay Area, Vinod enjoys cricket and expanding his library of leadership and P.G. Wodehouse books.

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

**Episode #251 Highlight Reel:**

1. How time in the Merchant Navy led to a career in entrepreneurship
2. Building CloudCherry & being acquired by Cisco
3. The shift of contact centers from cost to revenue centers
4. Why understanding your customer journey is paramount
5. Foundation for building a world class tech-stack

Click here to learn more about Vinod Muthukrishnan

Click here to learn more about Webex by Cisco

Click here to get in touch with Webex

Huge thanks to Vinod 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, & Freshworks) + they can learn more about our CX/CS/RevOps managed 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.

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,

We're celebrating a huge milestone with this week's episode. Over the last 6+ years we've captured and chronicled 250 unique episodes & stories with various customer focused business leaders & Founders from across the world.

We decided for this episode to go back and feature some of the best learnings, findings & CTAs from some of our favorite guests over the years & break them out into short-clips across the Four CX Pillars: Team, Tools, Process & Feedback.

Our goal was to aggregate the key learnings & findings for future Founders & Executives to use as a foundation when thinking through how to build and design not only their business but their customer & employee experiences as they scale into the future.

**Episode #250 Highlight Reel:**

1. Pillar #1 Team -- featured guests include:
Alex Ross (Co-Founder & COO at Hire Horatio) in CXCP #198
Lloyd Lobo (Co-Founder & Board Member at Boast + CEO of a new stealth startup) CXCP #208
Vivek Bhaskaran (Founder & CEO at QuestionPro) CXCP #245
Trey Wade (Head of Consumer Experience at Molson-Coors Beverage Company) CXCP #232

2. Pillar #2 Tools featured guests include:
Lee Roquet (CEO at Finch) CXCP #123 & CXCP #238
Kristi Faltorusso (CCO at Client Success) CXCP #169
Somya Kapoor (Co-Founder & CEO) CXCP #199
Lynn Schlesinger (CXO at Forbes) CXCP #241
Craig Tobin (CEO at Ascent Business Partners) CXCP #248

3. Pillar #3 Process featured guests include:
Erik Huberman (Founder & CEO at Hawke Media) CXCP #240
Uku Tomikas (CEO at Messente Communications) CXCP #214
Melissa Kwan (Co-Founder & CEO at eWebinar) CXCP #204
John Spottiswood (Chief Operating & Data Officer at Jerry) CXCP #234
Dennis Yu (CEO of Blitzmetrics) CXCP #135
Deon Nicholas (Founder & CEO at Forthought AI) CXCP #175
Declan Ivory (VP of Global Customer Support at Intercom) CXCP #205
Vasco Pedro (Co-Founder & CEO at Unbabel) CXCP #139

4. Pillar #4 Feedback featured guests include:
Morgan J. Ingram (Founder & CEO at AMP) CXCP #196
Nick Francis (Founder & CEO at Help Scout) CXCP #163
Steve Cornwell (Serial Founder & Investor) CXCP #203
Natalie Onions (VP of Customer Experience at Customer.io) CXCP #190
Bill Staikos (Head of CX at BNY Mellon) CXCP #166
Ethan Beute (Principal Brand Marketing Strategist at Zillow, Follow Up Boss) CXCP #176

Huge thanks to all of the other incredible guests that we've had the fortune of having on the show. Most importantly, thanks to the 10K+ members of the "CX Nation" for tuning into the podcast each and every week and making this show & our business a reality.

We have one ask for all of you that listen to this episode...

Go tell one of your friends or teammates about CXC's content & please invite them to join the CX Nation!

We are just getting started folks, so be on the lookout for more content coming from CXC in 2025.

If you like what you hear in this episode please...

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.

And for you non-readers, go check out the CXChronicles Youtube channel to see our 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!!