--- title: "285: CX Transformation, Built Into Operations | Craig Crisler" description: "285: CX Transformation, Built Into Operations | Craig Crisler" image: https://www.cxchronicles.com/hubfs/Imported_Blog_Media/img-Nov-12-2026-10-44-05-8054-AM.jpg --- [Skip to content](https://www.cxchronicles.com/blog/285-cx-transformation-built-into-operations-craig-crisler#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/) # 285: CX Transformation, Built Into Operations | Craig Crisler By **Adrian Brady Cesana** October 27, 2026 [Podcast](https://www.cxchronicles.com/blog/tag/podcast) ![](https://www.cxchronicles.com/hs-fs/hubfs/Imported_Blog_Media/img-Nov-12-2026-10-44-05-8054-AM.jpg?width=1400&name=img-Nov-12-2026-10-44-05-8054-AM.jpg) Hey CX Nation, In this week's episode of The CXChronicles Podcast #285, we welcomed Craig Crisler, Chief Executive Officer at SupportNinja based in Austin, TX. With 20+ years of experience in operational excellence and modern people management, Craig adopted the “be the grease, not the glue” philosophy which has proven that the best outcomes happen when we let go of the obsession with efficiency and invest in value-centric relationships instead. Since stepping into the role of CEO at SupportNinja, it became clear to Craig that the BPO industry has so much value and potential. Yet outdated perceptions have kept the industry (and its customers) stuck, preventing the progress all customers desire and the support front line customer focused roles deserve.  In this episode, Craig and Adrian chat through the Four CX Pillars: Team, Tools, Process & Feedback. Plus share some of the ideas that his team think through on a daily basis to build world class customer experiences. \*\*Episode #285 Highlight Reel:\*\* 1\. Focusing on the constant optimization of process to gain an edge 2\. Humans must be in control of AI deployment efforts 3\. Why high value customers & transactions still require A+ people  [Click here to learn more about Craig](https://www.linkedin.com/in/crislercraig/) [Click here to learn more about SupportNinja](https://www.supportninja.com/) Huge thanks to Craig for coming on The CXChronicles Podcast and featuring his work and efforts in pushing the customer experience & contact center space into the future.  For all of our Apple & Spotify podcast listener friends, make sure you are following CXC & please leave a 5 star review so we can find new members of the "CX Nation".  You know what would be even better? Go tell your friends or teammates about CXC's custom content, strategic partner solutions (Hubspot, Intercom, & Freshworks) & On-Demand services & invite them to join the CX Nation, a community of 15K+ customer focused business leaders! 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