CX Industry LYING About AI Capabilities?

February 4th, 2026

56 mins 19 secs

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tech consulting. business podcast level365 month to month contracts telecom fraud contact center ai voip customer experience strategy sales commission early termination fees business ethics spiff chasing ai in customer service telecom contracts cloud sherpa ucaas technology advisor alliance telecom sales vocal point consulting cx without the bs brian nichols derek roush

About this Episode

Derek Roush (The Cloud Sherpa) joins Brian Nichols to reveal the unethical "Spiff Chasing" in Telecom sales and why massive Early Termination Fees are holding businesses hostage. We dive deep into the conflict between honest Technology Advisors and the "Commission Breath" vendors who prioritize huge 12x upfront payouts over your actual business success. Derek exposes how some major UCaaS providers use restrictive 5-year contracts to mask poor support, forcing companies to pay hundreds of thousands of dollars just to escape bad service.

We expose the reality of the "Shell Game" regarding Service Level Agreements (SLAs) and why those "guaranteed uptimes" are mathematically designed to pay you pennies while you lose days of revenue. You need to hear this blueprint for identifying ethical partners through the Technology Advisor Alliance and why the industry's new obsession with "AI everything" is a dangerous lie that will likely tank your customer satisfaction scores if you aren't careful.

Video Chapters:

0:00 - Intro
9:52 - The "Quid Pro Quo" Vendor Trap
14:13 - The "Ick" of Telecom Sales & Bad Relationships
24:15 - Why SLAs Are A Total Shell Game
26:17 - "Death to ETFs" & The Month-to-Month Revolution
29:00 - Exposing "Spiff Chasing" & 12x Commissions
47:03 - The Big AI Lie in Customer Experience

Links Section
Vocal Point Consulting: https://www.vpccloud.com/
The Cloud Sherpa Podcast: https://www.youtube.com/@cloudsherpa
The Narrow Road Podcast: https://www.vpccloud.com/ (Available via Vocal Point)
Technology Advisor Alliance (TAA): https://www.technologyadvisoralliance.com/
Level365: https://level365.com/