SSO: 027 - A conversation with Adrian Brady-Cesana, Customer Experience Executive of CX Chronicles
Play • 32 min

Adrian Brady-Cesana is the Customer Experience Executive of CX Chronicles, author of "The Four CX Pillars" and host of "The CXChronicles Podcast."  Adrian has been working in the Customer Experience space for 15+ years and is passionate about helping startup and growth phase businesses succeed using his 4 Pillars - Teams, Tools, Processes & Feedback.

In this episode we talk about:

1. Adrian's experience working over 10 years with VC-backed companies across a number of industries.  After seeing common struggles such as overspend and overhiring, Adrian developed the CX Scorecard.

2. Adrian describes the CX Scorecard in more detail as it focuses on the 4 pillars he developed - Teams, Tools, Processes & Feedback.

3. We discuss some of the challenges startups face with customer experience and how to start with some simple customer journey mapping.  Adrian discusses establishing a VOC (Voice of Customer) task force that includes people owners, process owners and product owners to really understand the customer experience from various perspectives.

4. Adrian shares some lessons learned and provides examples of how any company can start a simple playbook to improve customer experience.  He shares ideas for startups and small business owners and how documenting the 4 pillars on a single piece of paper can be used as both an internal and external tool to provide more customer insights into your business.

We also talked about market trends, reporting, made some predictions and so much more!

You can reach out to Adrian Brady-Cesana  on LinkedIn.  Learn more about CXChronicles here.

Adrian's book "The 4 CX Pillars" can be purchased on Amazon.

Subscribe to the CX Chronicles podcast

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