CX without the BS

The Robot Wanted a Human: Why AI Customer Service Is Backfiring (and How to Fix It)

October 20th, 2026
By Brian Nichols
ab 1609, ai customer service, ai receptionist, containment rate, klarna ai

80.6% of customers think AI customer service is about saving money. Klarna walked it back, and California's AB 1609 now requires a human. Here are 3 rules for using an AI receptionist the right way.

Why Do Customers Hate Calling You? Fix the Front Door Before You Buy Another Chatbot

October 20th, 2026
By Brian Nichols

Why Doesn't Your Phone Quote Match the Bill? Stephen Howard on the Oldest BS in Unified Communications

October 14th, 2026
By Brian Nichols

Is Your Employee of the Month Costing You Money? Justin Jones Makes the Case for "Death to KPIs"

October 6th, 2026
By Brian Nichols

Justin Jones says your contact center scoreboard is costing you money. Here's his case for killing KPIs - and what to measure instead.

Why Is It So Hard to Buy a Business Phone System in 2026? (And Why UCaaS Vendors Only Have Themselves to Blame)

March 30th, 2026
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UCaaS vendors hide pricing, force demo calls, and wonder why deals go dark. Brian Nichols breaks down why the B2B phone system buying process is broken - and the 4-part fix.