CX without the BS
Episode Archive
Episode Archive
38 episodes of CX without the BS since the first episode, which aired on May 23rd, 2024.
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Fix Your Customer Service Like We Fixed Our Health
June 28th, 2024 | 36 mins 42 secs
ai hype, ai implementation, ai in business, business improvement, business strategy, business success, business transformation, customer experience, customer retention, customer satisfaction, customer service, customer service nightmares, cx without bs, diet and exercise, gastric sleeve, health and business, lifestyle changes, long-term solutions, marketing bs, personal growth, quick fixes, sustainable progress, technology in business, weight loss, weight loss journey
Personal weight loss journeys mirror business transformations, revealing how quick fixes in both health and customer experience can lead to devastating consequences, while emphasizing the importance of building strong foundations for lasting success.
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The Biggest Problems in Customer Service (and How to FIX Them!)
June 21st, 2024 | 41 mins 26 secs
accent neutralization, ai advancements, ai and human interaction, ai ethics, ai in business, ai in customer service, brian nichols podcast, call center technology, cloud-based contact centers, contact center solutions, customer experience, customer satisfaction, customer service agents, customer service challenges, customer service innovation, cx industry trends, cx technology, cx technology evolution citations: [1] https://ppl-ai-file-upload.s3.amazonaws.com/web/direct-files/2717721/d9af5fae-6583-4060-a0db-37928195c6b1/jon heaps on cx without the bs (1)_otter_ai.txt, cx without the bs, jon heaps interview, noise elimination, offshoring customer service, sanas ai, tom milligan
Jon Heaps, a pioneer in the CX industry, shares his incredible journey from the early days of cloud-based contact centers to groundbreaking AI solutions that are revolutionizing customer service by removing language barriers and empowering agents to deliver exceptional experiences.
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How to Make Customers LOVE Your Call Center
June 14th, 2024 | 48 mins 36 secs
ai in customer service, ai replacement, automation, brian nichols, bs in cx, business leadership, business strategy, ccaas, charlie newark-french, cloud-based technology, contact center, contact center management, contact center of tomorrow, contact center tech, customer engagement, customer experience, customer experience management, customer experience technology, customer journey, customer loyalty, customer retention, customer satisfaction, customer service agents, customer service management, customer service technology, cx industry, cx innovation, cx solutions, cx tech, cx without the bs, digital transformation, entrepreneurship, future of cx, hyper science, industry insights, industry trends, innovation, innovation in cx, machine learning, marketing fluff, mortgage processing, radiologists, ringcentral, sales and marketing, sharpen cx, smb market, stability, startup scaling, technology disruption, thought leadership, tom milligan, ucaas, usable ai, venture capitalist
Charlie Newark-French, CEO of Sharpen, discusses how practical AI and innovative solutions are transforming the contact center industry to create customer experiences that people love (or at least don't hate as much).
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The Biggest MYTHS About Customer Service | CX Industry Secrets
June 7th, 2024 | 39 mins 47 secs
ai, andy bird, avant, brian nichols, change management, channel partners, cloud services, contact center, crm, csat, customer acquisition, customer engagement, customer experience, customer interactions, customer journey, customer satisfaction, customer service, cx, cx industry, cx without the bs, education, emotional quotient, generative ai, hyperscalers, implementation, industry insights, industry trends, ivr, long-term relationships, nps, pandemic, parallel paths, qualtrics, remote work, revenue generation, roadmap, roi, roi-driven strategies, sharpen cx, survey monkey, surveys, technology, tom milligan, trusted advisors, vendor selection, wem, wfm
In this episode of "CX Without the BS," Andy Bird, VP of CX at Avant, reveals how the pandemic and rapid technological advancements have transformed customer experience, emphasizing the importance of starting small with AI, building long-term relationships, and focusing on ROI-driven strategies.
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Why Customers Leave (How to Make Them Stay!)
May 31st, 2024 | 29 mins 28 secs
actionable cx insights, business growth, business owner tips, business podcast, customer experience, customer experience podcast, customer journey, customer loyalty, customer retention, customer satisfaction, customer service advice, customer service expert, customer service hacks, customer service improvement, customer service mistakes, customer service solutions, customer service tips, cx culture, cx podcast, cx professional insights, cx strategies, cx transformation, cx without the bs, debunking cx myths, enhancing customer experience, improving customer interactions, pam cx expert, practical cx advice, real-world cx examples, technology in cx
Today we challenge conventional customer experience strategies by debunking common myths and offering actionable insights to transform how businesses understand and enhance their customer interactions!
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The CX Dilemma: To AI or Not to AI
May 23rd, 2024 | 44 mins 56 secs
ai analytics, ai in cx, ccaas, covid-19 impact, customer engagement, customer experience, customer journey, customer service, cx challenges, cx industry, cx infrastructure, cx providers, cx solutions., cx without the bs, digital transformation, human-centered approach, intellisense, master agent, michael delsignore, sentiment analysis, technology adoption, technology services distributor, ucaas
In this inaugural episode of "CX Without the BS," industry veteran Michael Del Signore shares his insights on the transformative impact of COVID-19 on the customer experience (CX) industry, highlighting the importance of a human-centered approach to technology adoption and the need to separate fact from fiction in the hype surrounding AI and automation.