All articles and episodes
Guides, case studies and podcast episodes from the CXChronicles team and the customer-focused leaders we talk to.
Case Study: The Triple-Lock Engine That Solved Incentivesmart's Cross-Regional Duplicate Problem
Data duplication is a profit killer. For Incentivesmart, a provider of employee engagement and customer loyalty software, it grew ...
November 12, 2026Case Study: From an Underused Tech Stack to an Enterprise Engine, the Incentivesmart Multi-Hub Transformation
Incentivesmart had invested in a multi-hub HubSpot setup, with Marketing Pro, Sales Pro, Service Pro and the core CRM. When ...
November 12, 2026Answer Engine Optimization (AEO): How to Make AI Recommend Your Brand
The way buyers evaluate and buy products has fundamentally shifted. For over a decade, organic search growth meant optimizing for ...
November 12, 2026You Can't Take the Human Out of AI: Lessons from SupportNinja CEO Craig Crisler
When Craig Crisler co-founded SupportNinja, he did something most new founders in the outsourcing space wouldn't: he sat down ...
November 12, 20267 Core CX Lessons from 5 Years and Nearly 300 Customer Experience Leaders
CXChronicles is celebrating five years. What started as a mission to chronicle how the world's most successful business leaders ...
November 12, 2026Customer Experience vs. Customer Satisfaction: WTF Is the Difference?
The short answer: customer satisfaction (CSAT) is a metric. It measures how happy a customer is with a specific interaction, ...
November 12, 2026From Engineer to CX Guru: How GoTo Is Building the Future of Customer Experience (Episode 263)
Ever wondered what it takes to build a product used by millions? In Episode 263 of The CXChronicles Podcast, we got the inside ...
November 12, 2026What Frontlines Teach Us: CX Lessons from TaskUs's Joe Anderson (Episode 259)
If you've ever been in the trenches of customer experience, you know that CX isn't about perfection. It's about consistency, ...
November 12, 2026How to Improve Employee Experience (and Why It Drives Customer Experience)
The short answer: employee experience (EX) is how your people experience working for you, from the day they apply to the day they ...
November 12, 2026The Power of a Handwritten Card in a Digital World: Lessons from Hallmark Business Connections (Episode 260)
In a world obsessed with automation, AI and rapid-fire communication, what if the most powerful customer experience tool was… a ...
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