Show notes
The Intersection of Customer Success and Customer Experience with Adrian Brady-Cesana, CXO, CX Chronicles Adrian spent his early years in Manhattan, helping launch Saas startups in a fast-paced environment. He learned a lot of valuable lessons through the school of hard knocks and he shares some of that wisdom with us on this episode. We cover a lot of ground and some of the highlights include: Customer Success vs. Customer Experience What's the biggest side benefit of investing in CX? Why is adoption so critical after a sale? What are the unexpected benefits of connecting the dots between EX and CX? What it means to build "team pods" to ensure customer success and attract the best employees Meet Adrian I have been working in Customer Experience, Customer Success, Customer Service, Sales, Marketing and Sales Operations Management and Consulting for 15+ years. I've had the pleasure of working in New York with ACV Auctions, Hometeam, onefinestay, H.Bloom, and a plethora of other venture capital backed executive leadership teams. I've been starting, building and scaling companies and internal customer focused teams my entire career. I've developed an in-depth understanding and appreciation for what it takes to succeed in growth phase businesses as well as the importance of understanding the power of implementing a cohesive business strategy focused on the The Four CX Pillars: Team, Tools, Process & Feedback. Today I spend much of my time working with our amazing clients at CXC helping them optimize the Four CX Pillars within their businesses. I'm also the host of of a top 10 CX/CS Business podcast called The CXChronicles Podcast, a weekly show that interviews customer focused business leaders from across the world. Lastly I have a book on Amazon, check it out now to learn more it's called "The Four CX Pillars To Grow Your Business Now -- The Customer Experience Playbook". Building businesses and finding new customers to serve has always been one of my greatest passions. I've started several of my own companies over the years including; RPM Marketing, Property Armor, Simply Travel, Maids of Manhattan, American Buddha Co, WNYCatering, WNYBnB & most recently CXChronicles, as well as the CXChronicles Podcast. I love building teams and working with customers, it's my favorite part of the game, hands down. Please feel free to reach out to me today -- I'm always open to meeting and discussing new business opportunities and finding new connections for the future! CXC Bio: CXC believes that customer experience & success is modern selling + a team sport that must be prioritized in any business or industry as you grow and scale! We help our growth focused clients navigate the jungle of CX/CS/RevOps by helping them optimize The Four CX Pillars: Team, Tools, Process & Feedback. We do this by working with customer facing teams to ensure that your investments in customer experience & customer success are yielding positive ROI & leading to revenue growth & retention. CXC provides our clients with a variety of Fractional CXO & CX/CS/RevOps focused managed services including; CX Scorecard assessments, customer journey mapping, curating living playbooks & FAQs, constructing your Voice of Customer Dashboards & providing you with CXC certified leadership support by leveraging the "CX Nation" our community of over 12K+ customer focus Subscribe to The Delighted Customer Podcast so you don't miss an episode: https://www.empoweredcx.com/podcast Subscribe to The Delighted Customer Newsletter for practical tips and insights: https://www.empoweredcx.com/delightedcustomersnewsletter