--- title: "170: CXChronicles Podcast 170 with Ilenia Vidili, Customer Experience & Success Expert" description: "170: CXChronicles Podcast 170 with Ilenia Vidili, Customer Experience & Success Expert" --- [Skip to content](https://www.cxchronicles.com/blog/170-cxchronicles-podcast-170-with-ilenia-vidili-customer-experience-success-expert#main) [![CXChronicles home](https://www.cxchronicles.com/hs-fs/hubfs/%5BBRANDING%5D/Updated%20CXC%20Logo%202021.jpg?width=500&name=Updated%20CXC%20Logo%202021.jpg)](https://www.cxchronicles.com/) [Services](https://www.cxchronicles.com/services/) [Partners](https://www.cxchronicles.com/partners/) - [Strategic partner networkVetted CX and RevOps tools, preferred pricing](https://www.cxchronicles.com/partners/) - [HubSpot Solutions PartnerImplementation, onboarding and migration](https://www.cxchronicles.com/partners/hubspot/) [Podcast](https://www.cxchronicles.com/podcast/) - [The CXChronicles PodcastEpisodes, rankings and how to listen](https://www.cxchronicles.com/podcast/) - [Content bundles and sponsorshipFeatured episodes for your brand](https://www.cxchronicles.com/podcast-content/) [Events](https://www.cxchronicles.com/events/) [Insights](https://www.cxchronicles.com/insights/) - [BlogArticles and guides from CX leaders](https://www.cxchronicles.com/insights/) - [Case studiesResults from our clients](https://www.cxchronicles.com/case-studies/) - [The Four CX Pillars bookAdrian's playbook for growing with CX](https://www.cxchronicles.com/the-four-cx-pillars/) [About](https://www.cxchronicles.com/about/) [Book a consultation](https://www.cxchronicles.com/contact-us/) Menu - [Services](https://www.cxchronicles.com/services/) - [Partners](https://www.cxchronicles.com/partners/) - [HubSpot Solutions Partner](https://www.cxchronicles.com/partners/hubspot/) - [Podcast](https://www.cxchronicles.com/podcast/) - [Content bundles and sponsorship](https://www.cxchronicles.com/podcast-content/) - [Events](https://www.cxchronicles.com/events/) - [Insights](https://www.cxchronicles.com/insights/) - [Case studies](https://www.cxchronicles.com/case-studies/) - [The Four CX Pillars book](https://www.cxchronicles.com/the-four-cx-pillars/) - [About](https://www.cxchronicles.com/about/) - [Book a consultation](https://www.cxchronicles.com/contact-us/) [Insights](https://www.cxchronicles.com/insights/) # 170: CXChronicles Podcast 170 with Ilenia Vidili, Customer Experience & Success Expert By **Adrian Brady Cesana** May 16, 2022 [Podcast](https://www.cxchronicles.com/blog/tag/podcast) Hey CX Nation, In this week's episode of The CXChronicles Podcast #170 we welcomed Ilenia Vidili, Customer Centricity Advisor, Speaker & Author based in Milan, Italy. Ilenia has over a decade of experience in both business-to-consumer and business-to-business companies. She works with her clients to close the gap between internal and external stakeholders  to find new opportunities ripe for customer centricity optimization. Ilenia is currently the founder of The Smarter Crew, a customer-centricity consultancy and training company helping a plethora of businesses in Europe to close those gaps by thinking differently, combating inefficient processes, turning product mentalities into people mentalities, and improving their overall customer focus. In this episode of CXCP, Ilenia and Adrian chat through how she has tackled The Four CX Pillars: Team,  Tools, Process & Feedback throughout her career + shares some of the tips & tricks that have worked across her customer focused business leader journey. \*\*Episode #170 Highlight Reel:\*\* 1.  How digital experience has evolved & shifted over the last 10 years 2.  Why Customer journey mapping & personas should be your jump off point 3.  How do you know if your business has too many SaaS solutions? 4.  Does process fuel your ability to train, support & grow your team? 5\.   Contextualizing customer & employee feedback to fuel growth! Huge thanks to Ilenia for coming on The CXChronicles Podcast and featuring her team's work and efforts in pushing the customer experience and customer success space into the future. [Click here to learn more about Ilenia Vidili](https://www.linkedin.com/in/ileniavidili/) [Click here to learn more about The Smarter Crew](https://www.ileniavidili.com/) If you enjoy The CXChronicles Podcast, please stop by your favorite podcast player and leave us a review. This is the easiest way that we can find new listeners, guests and future customer focused business leaders to tune into our weekly podcast.  And be sure to grab a copy of our book "The Four CX Pillars To Grow Your Business Now" on Amazon +  check out the CXChronicles Youtube channel with all of our video episodes & customer focused business leader content! Reach out to CXC at INFO@cxchronicles.com for more information about how we can help your business make customer happiness a habit! [Support the show](https://cxchronicles.com/) ## Want help putting this into practice? A 30-minute conversation, no obligation. We'll tell you where we'd start. 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