Making Happiness a Habit to Improve CX and EX

Last Updated July 26th, 2022

Adrian Brady-Cesana, CXChronicles, The Customer Experience Podcast, EX, CX, fractional, customer experience, employee experience, CX assessment, CX tools, pillars of CX, Team, Tools, Process, Feedback


Listen to “212. Making Happiness A Habit to Improve CX and EX w/ Adrian Brady-Cesana” on Spreaker.

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Hard work, an excellent team, relentlessness, and a little luck can get your company off the ground — but what sustains your success?

Your customer experience. And while the CX can mean something different on, say, an individual level compared to a corporate level, the definition should always be guided by four distinct pillars: team, tools, process, and feedback.

But the “why” behind your CX runs deeper than those four pillars. It lies in making happiness a habit for your team. And it’s something that, when present and sincere, is also felt by your customers.

Joining us today is Adrian Brady-Cesana, Founder and Chief Experience Officer at CXChronicles and host of the CXChronicles Podcast. Pulling from more than 15 years in customer experience roles, he’s discovered some of the leading contributors to losing revenue due to poor employee experience, customer experience, and customer service.

With exposure to many markets and industries and experience in several VC-backed startups in New York City, Adrian has diverse experience on many aspects of CX. He’s the author of The Four CX Pillars to Grow Your Business Now: The Customer Experience Manager Playbook, he’s created CX tools and frameworks, and he’s providing fractional CX services to a variety of organizations.

Today Adrian talks about the four pillars of CX and explains why having a dedicated CX team is crucial. In addition, by illuminating the differences between customer success and customer experience, he provides a roadmap for addressing the challenges of CX and providing ultimate happiness to customer experience teams and customers.

Adrian and I also discussed:

What the four pillars of customer experience are
How a happiness habit impacts EX and CX
Why companies need a dedicated customer experience team member
What the top challenges are around successful customer experience
What the differences are between customer success and customer experience



Making Happiness a Habit to Improve CX and EX

Hear Episode 212 and any/every other conversation of The Customer Experience Podcast in your favorite podcast player …

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We also embed the full conversation and make it searchable right here in these blog posts. The recording with Adrian Brady-Cesana is right here …

Listen to “212. Making Happiness A Habit to Improve CX and EX w/ Adrian Brady-Cesana” on Spreaker.



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Video Highlights: Making Happiness a Habit to Improve CX and EX

Check out the top five video highlights from the discussion with Adrian Brady-Cesana of CXChronicles


1. Customer Experience is The Journey



2. Managing Accountability, Responsibility, and Authority



3. Lines Between CX, Marketing, and CS



4. How Product-Led Growth Changes Customer Success



5. The Need to Develop The Four CX Pillars


Links Related to This Conversation:



Other Episodes You’ll Enjoy:



Subscribe, Listen, Rate, and Review The Customer Experience Podcast:



Copy of BombBomb CEX HQ Ep212 LI AdrianBrady Cesana Version1 Quote db copy | BombBomb



Ethan Beute | About The Author

Chief Evangelist at BombBomb, host of The Customer Experience Podcast, and Wall Street Journal bestselling co-author of Human-Centered Communication and Rehumanize Your Business, Ethan Beute collects and tells stories of clearer communication, human connection, and higher conversion through simple, personal video messages. BA: University of Michigan. MBA: University of Colorado-Colorado Springs.

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