{"version":"https://jsonfeed.org/version/1","title":"CX without the BS","home_page_url":"https://cswithoutthebs.fireside.fm","feed_url":"https://cswithoutthebs.fireside.fm/json","description":"CX without the BS is a refreshingly honest and engaging podcast that dives deep into the world of Customer Experience (CX). Hosted by industry veterans Tom Milligan and Brian Nichols, the show aims to cut through the jargon and hype to deliver real, actionable insights for CX professionals and business leaders.\r\n\r\nEach episode features candid conversations with CX experts, thought leaders, and practitioners who share their experiences, challenges, and successes in the field. The hosts and guests discuss a wide range of topics, from emerging technologies like AI and automation to the human elements of empathy, creativity, and problem-solving that are essential to delivering exceptional customer experiences.\r\n\r\nWhat sets CX without the BS apart is its commitment to authenticity and practicality. Tom and Brian aren't afraid to call out the \"BS\" in the industry - the buzzwords, the fads, and the overhyped solutions that don't deliver real value. Instead, they focus on strategies and tactics that have been proven to work in the real world, drawing on their own extensive experience as well as the insights of their guests.\r\n\r\nWhether you're a seasoned CX professional or just starting out in the field, CX without the BS offers valuable perspectives and actionable advice to help you navigate the complex and ever-changing landscape of customer experience. With its engaging hosts, expert guests, and no-nonsense approach, this podcast is a must-listen for anyone who wants to stay ahead of the curve and deliver exceptional experiences to their customers.","_fireside":{"subtitle":"CX without the BS is a no-nonsense podcast that cuts through the jargon to deliver real insights into the Customer Experience (CX) industry. Each episode features candid conversations with industry experts, focusing on practical solutions and honest discussions about the latest trends and challenges in CX.","pubdate":"2025-12-31T08:00:00.000-05:00","explicit":true,"copyright":"2025 by CX without the BS","owner":"Brian Nichols","image":"https://media24.fireside.fm/file/fireside-images-2024/podcasts/images/b/b6ecde51-9751-4bc2-8830-d814180321a2/cover.jpg?v=1"},"items":[{"id":"78088184-de24-4b70-b2e9-fbbdd261dca8","title":"How Apple, Yeti, and Stanley SOLD Feelings - NOT Features","url":"https://cswithoutthebs.fireside.fm/how-apple-yeti-and-stanley-sold-feelings-not-features","content_text":"What if the reason your brand is stuck isn’t your product, pricing, or competition - but the way you make people feel?\n\nMost businesses chase attention by discounting, shouting louder, or copying whatever the biggest player is doing. But what if disruption doesn’t come from being cheaper, faster, or flashier - and instead comes from building trust, certainty, and emotional connection in a world addicted to transactions?\n\nIn this episode, I’m joined by Ryan Chute, partner at Wizard of Ads, to break down why relational brands beat transactional businesses every time. We dig into why price is a lazy differentiator, how culture quietly determines your brand’s fate, and why empathy must come before competence if you want customers and employees to actually trust you. This isn’t theory - it’s a raw, real-world conversation about sales, marketing, leadership, and building something people want to be part of.\n\nConnect with Brian on LinkedIn!","content_html":"\u003cp\u003eWhat if the reason your brand is stuck isn’t your product, pricing, or competition - but the way you make people feel?\u003c/p\u003e\n\n\u003cp\u003eMost businesses chase attention by discounting, shouting louder, or copying whatever the biggest player is doing. But what if disruption doesn’t come from being cheaper, faster, or flashier - and instead comes from building trust, certainty, and emotional connection in a world addicted to transactions?\u003c/p\u003e\n\n\u003cp\u003eIn this episode, I’m joined by Ryan Chute, partner at Wizard of Ads, to break down why relational brands beat transactional businesses every time. We dig into why price is a lazy differentiator, how culture quietly determines your brand’s fate, and why empathy must come before competence if you want customers and employees to actually trust you. This isn’t theory - it’s a raw, real-world conversation about sales, marketing, leadership, and building something people want to be part of.\u003c/p\u003e\n\n\u003cp\u003e\u003ca href=\"https://www.linkedin.com/in/briannicholssales/\" rel=\"nofollow\"\u003eConnect with Brian on LinkedIn!\u003c/a\u003e\u003c/p\u003e","summary":"Most businesses don’t lose because of bad products - they lose because they never earned trust. Ryan Chute breaks down why empathy, culture, and certainty beat price cuts every time.","date_published":"2025-12-31T08:00:00.000-05:00","attachments":[{"url":"https://aphid.fireside.fm/d/1437767933/b6ecde51-9751-4bc2-8830-d814180321a2/78088184-de24-4b70-b2e9-fbbdd261dca8.mp3","mime_type":"audio/mpeg","size_in_bytes":28805934,"duration_in_seconds":2057}]},{"id":"f0939e34-6ee2-47df-a0a5-9f1889a1707e","title":"Why UCaaS Quotes NEVER Match the Bill","url":"https://cswithoutthebs.fireside.fm/why-ucaas-quotes-never-match-the-bill","content_text":"Why do phone system quotes never match the bill, and why does everyone just accept it?\n\nIf you have ever signed a contract that felt great on day one and confusing on month two, this episode is going to hit a nerve. Brian Nichols digs into why unified communications feels broken, why customers keep getting talked past instead of listened to, and why the industry keeps selling shiny features instead of fixing real problems.\n\nIn this episode of CX Without the BS, Brian is joined by Stephen Howard to pull apart the biggest lies in UCaaS, how mergers quietly wreck customer experience, and why transparency is the one thing vendors keep avoiding. This is a real-world conversation about trust, incentives, and what happens when companies stop treating customers like adults. No buzzwords. No fluff. Just the uncomfortable truth most vendors hope you never question.","content_html":"\u003cp\u003eWhy do phone system quotes never match the bill, and why does everyone just accept it?\u003c/p\u003e\n\n\u003cp\u003eIf you have ever signed a contract that felt great on day one and confusing on month two, this episode is going to hit a nerve. Brian Nichols digs into why unified communications feels broken, why customers keep getting talked past instead of listened to, and why the industry keeps selling shiny features instead of fixing real problems.\u003c/p\u003e\n\n\u003cp\u003eIn this episode of CX Without the BS, Brian is joined by Stephen Howard to pull apart the biggest lies in UCaaS, how mergers quietly wreck customer experience, and why transparency is the one thing vendors keep avoiding. This is a real-world conversation about trust, incentives, and what happens when companies stop treating customers like adults. No buzzwords. No fluff. Just the uncomfortable truth most vendors hope you never question.\u003c/p\u003e","summary":"Why do UCaaS quotes never match the bill? In this episode of CX Without the BS, Brian Nichols and Stephen Howard break down the pricing games, broken incentives, and quiet BS that keep customer experience stuck.","date_published":"2025-12-16T08:00:00.000-05:00","attachments":[{"url":"https://aphid.fireside.fm/d/1437767933/b6ecde51-9751-4bc2-8830-d814180321a2/f0939e34-6ee2-47df-a0a5-9f1889a1707e.mp3","mime_type":"audio/mpeg","size_in_bytes":64095971,"duration_in_seconds":2918}]},{"id":"b1afff8c-ce0e-49c4-bf1c-bf50e6884b66","title":"How Do You Fix Bad Customer Experience FAST?","url":"https://cswithoutthebs.fireside.fm/how-do-you-fix-bad-customer-experience-fast","content_text":"What if the real reason your sales are flat has nothing to do with the economy and everything to do with how your team treats actual human beings?\n\nThis episode digs right into the stuff nobody wants to talk about — the uncomfortable, real-world truth hiding inside your customer experience. But instead of listing theories or waving around buzzwords, we bring in someone who’s lived this in the trenches. Across retail, small business, and even politics… the same patterns keep showing up. And if you miss them, you lose. Period.\n\nIn today’s conversation, I sit down with Bob Phibbs, The Retail Doctor, to unpack why stores lose sales they should have won, how customer experience is really created, why KPIs lie, and how pattern recognition is the secret weapon for neurodivergent entrepreneurs and sales pros. If you care about winning customers, keeping customers, and avoiding the trap of “we’re fine, it’s just the economy,” this is your episode. It’s punchy, practical, and absolutely loaded with takeaways you can use the second you finish listening.","content_html":"\u003cp\u003eWhat if the real reason your sales are flat has nothing to do with the economy and everything to do with how your team treats actual human beings?\u003c/p\u003e\n\n\u003cp\u003eThis episode digs right into the stuff nobody wants to talk about — the uncomfortable, real-world truth hiding inside your customer experience. But instead of listing theories or waving around buzzwords, we bring in someone who’s lived this in the trenches. Across retail, small business, and even politics… the same patterns keep showing up. And if you miss them, you lose. Period.\u003c/p\u003e\n\n\u003cp\u003eIn today’s conversation, I sit down with Bob Phibbs, The Retail Doctor, to unpack why stores lose sales they should have won, how customer experience is really created, why KPIs lie, and how pattern recognition is the secret weapon for neurodivergent entrepreneurs and sales pros. If you care about winning customers, keeping customers, and avoiding the trap of “we’re fine, it’s just the economy,” this is your episode. It’s punchy, practical, and absolutely loaded with takeaways you can use the second you finish listening.\u003c/p\u003e","summary":"Your store isn’t losing sales because of “the economy.” It’s losing sales because people walk in… and walk out empty handed. Bob Phibbs breaks down why customer experience is the real battlefield and how sharper sales habits fix more than any marketing plan ever will.","date_published":"2025-12-09T14:00:00.000-05:00","attachments":[{"url":"https://aphid.fireside.fm/d/1437767933/b6ecde51-9751-4bc2-8830-d814180321a2/b1afff8c-ce0e-49c4-bf1c-bf50e6884b66.mp3","mime_type":"audio/mpeg","size_in_bytes":42269020,"duration_in_seconds":1907}]},{"id":"fe807f4c-3c34-4235-9f24-d64ad7cb36c6","title":"Why AI Won’t Save Your Bad Customer Service","url":"https://cswithoutthebs.fireside.fm/why-ai-won-t-save-your-bad-customer-service","content_text":"What if the biggest threat to customer experience in 2025 isn’t AI at all – but vendors who can’t even get the basics right? This episode breaks down a massive disconnect happening across the CX and UCaaS world right now… and trust me, once you hear these stories from the road, you won’t unsee the pattern. From trade show floors full of AI hype to customers begging for real support on the basics, this is the conversation the industry keeps avoiding – and you’re about to hear it all without the BS.\n\nOver the past few weeks, I’ve been traveling across the country – from the CVx Expo in Phoenix to the C3 Tech Summit in Grand Rapids – and I kept hearing the same thing from customers and technology advisors: vendors are selling AI “magic,” but ignoring the fundamentals. While booths were promising automation, auto-responses, and “zero human support,” customers were telling me their basic support tickets were going unanswered for weeks. The gap between what vendors promote and what customers actually need has never been bigger.\n\nThis episode dives into the real frustration on the customer side: companies are quick to launch flashy new AI features, yet can’t fix the voicemail transcription that’s been broken for a month. They’re selling “world-changing automation,” while customers are saying, “Can you just pick up the phone?” We dig into why customers no longer trust vendors who over-promise and under-deliver – especially when the everyday fundamentals of UCaaS are being ignored.\n\nWe also explore a major trend: unified communications is no longer just phones – it is CX. Technology advisors who fail to ask CX questions in 2025 are getting left behind, and customers who don’t demand CX capabilities are missing massive ROI. I break down the types of questions advisors should be asking, why these questions differentiate you immediately, and how CX tools deliver real, measurable value that old-school phone conversations never uncover.\n\nFinally, I share the framework behind The CX Compass and how it gives advisors and customers a simple, practical guide for uncovering opportunities, cutting costs, improving customer experience, and standing out in a market drowning in hype. And we close with a real story from a listener, proving why human connection matters more now than ever – especially in a world filled with AI-generated sales noise.\n\nThe CX Compass: https://www.amazon.com/CX-Compass-Playbook-Prescribe-Confidence/dp/B0F5PC32SG","content_html":"\u003cp\u003eWhat if the biggest threat to customer experience in 2025 isn’t AI at all – but vendors who can’t even get the basics right? This episode breaks down a massive disconnect happening across the CX and UCaaS world right now… and trust me, once you hear these stories from the road, you won’t unsee the pattern. From trade show floors full of AI hype to customers begging for real support on the basics, this is the conversation the industry keeps avoiding – and you’re about to hear it all without the BS.\u003c/p\u003e\n\n\u003cp\u003eOver the past few weeks, I’ve been traveling across the country – from the CVx Expo in Phoenix to the C3 Tech Summit in Grand Rapids – and I kept hearing the same thing from customers and technology advisors: vendors are selling AI “magic,” but ignoring the fundamentals. While booths were promising automation, auto-responses, and “zero human support,” customers were telling me their basic support tickets were going unanswered for weeks. The gap between what vendors promote and what customers actually need has never been bigger.\u003c/p\u003e\n\n\u003cp\u003eThis episode dives into the real frustration on the customer side: companies are quick to launch flashy new AI features, yet can’t fix the voicemail transcription that’s been broken for a month. They’re selling “world-changing automation,” while customers are saying, “Can you just pick up the phone?” We dig into why customers no longer trust vendors who over-promise and under-deliver – especially when the everyday fundamentals of UCaaS are being ignored.\u003c/p\u003e\n\n\u003cp\u003eWe also explore a major trend: unified communications is no longer just phones – it is CX. Technology advisors who fail to ask CX questions in 2025 are getting left behind, and customers who don’t demand CX capabilities are missing massive ROI. I break down the types of questions advisors should be asking, why these questions differentiate you immediately, and how CX tools deliver real, measurable value that old-school phone conversations never uncover.\u003c/p\u003e\n\n\u003cp\u003eFinally, I share the framework behind The CX Compass and how it gives advisors and customers a simple, practical guide for uncovering opportunities, cutting costs, improving customer experience, and standing out in a market drowning in hype. And we close with a real story from a listener, proving why human connection matters more now than ever – especially in a world filled with AI-generated sales noise.\u003c/p\u003e\n\n\u003cp\u003eThe CX Compass: \u003ca href=\"https://www.amazon.com/CX-Compass-Playbook-Prescribe-Confidence/dp/B0F5PC32SG\" rel=\"nofollow\"\u003ehttps://www.amazon.com/CX-Compass-Playbook-Prescribe-Confidence/dp/B0F5PC32SG\u003c/a\u003e\u003c/p\u003e","summary":"The big problem in CX right now isn’t AI… it’s vendors who can’t even get the basics right. This episode breaks down the real stories from the road and exposes why customers no longer trust the hype.","date_published":"2025-12-01T15:00:00.000-05:00","attachments":[{"url":"https://aphid.fireside.fm/d/1437767933/b6ecde51-9751-4bc2-8830-d814180321a2/fe807f4c-3c34-4235-9f24-d64ad7cb36c6.mp3","mime_type":"audio/mpeg","size_in_bytes":42260581,"duration_in_seconds":1655}]},{"id":"706b4c0d-05d3-4ce0-9f68-486ecf2d4622","title":"Why KPIs Are Killing Your Business","url":"https://cswithoutthebs.fireside.fm/why-kpis-are-killing-your-business","content_text":"Is it time to kill KPIs once and for all?\n\nEvery CX leader loves to talk about metrics — average handle time, CSAT, NPS — but are we just chasing numbers without understanding what they actually mean? In this episode of CX Without the BS, we ask the hard question: are KPIs helping our contact centers grow, or are they quietly holding us back?\n\nJustin Jones from SoniqCX joins the show to make the case for “Death to KPIs” — and to reveal why most companies are measuring success the wrong way. He breaks down how focusing on the wrong data drives robotic behavior, ruins agent morale, and turns customer service into a cost center instead of a profit engine.\n\nWe explore how “Key Revenue Indicators” (KRIs) can flip the script — turning every customer interaction into a measurable revenue opportunity. From incentivizing agents like salespeople to tracking lifetime value instead of handle time, Justin shows how this mindset shift builds loyalty, boosts retention, and increases profits.\n\nThe conversation also dives into the coming AI revolution — and why optimizing for the wrong KPIs could make companies “efficiently poor.” You’ll hear why most contact centers are one algorithm away from chaos and how human empathy, when measured and rewarded the right way, will always outperform automation.\n\nIf you’ve ever felt like your call center is stuck in the past, this episode will shake you awake. It’s time to stop worshipping KPIs — and start building customer experiences that actually grow revenue.","content_html":"\u003cp\u003eIs it time to kill KPIs once and for all?\u003c/p\u003e\n\n\u003cp\u003eEvery CX leader loves to talk about metrics — average handle time, CSAT, NPS — but are we just chasing numbers without understanding what they actually mean? In this episode of CX Without the BS, we ask the hard question: are KPIs helping our contact centers grow, or are they quietly holding us back?\u003c/p\u003e\n\n\u003cp\u003eJustin Jones from SoniqCX joins the show to make the case for “Death to KPIs” — and to reveal why most companies are measuring success the wrong way. He breaks down how focusing on the wrong data drives robotic behavior, ruins agent morale, and turns customer service into a cost center instead of a profit engine.\u003c/p\u003e\n\n\u003cp\u003eWe explore how “Key Revenue Indicators” (KRIs) can flip the script — turning every customer interaction into a measurable revenue opportunity. From incentivizing agents like salespeople to tracking lifetime value instead of handle time, Justin shows how this mindset shift builds loyalty, boosts retention, and increases profits.\u003c/p\u003e\n\n\u003cp\u003eThe conversation also dives into the coming AI revolution — and why optimizing for the wrong KPIs could make companies “efficiently poor.” You’ll hear why most contact centers are one algorithm away from chaos and how human empathy, when measured and rewarded the right way, will always outperform automation.\u003c/p\u003e\n\n\u003cp\u003eIf you’ve ever felt like your call center is stuck in the past, this episode will shake you awake. It’s time to stop worshipping KPIs — and start building customer experiences that actually grow revenue.\u003c/p\u003e","summary":"Are KPIs actually killing your business? Justin Jones joins CX Without the BS to explain why chasing numbers destroys customer experience — and how to turn every service call into a revenue event.","date_published":"2025-10-24T15:00:00.000-04:00","attachments":[{"url":"https://aphid.fireside.fm/d/1437767933/b6ecde51-9751-4bc2-8830-d814180321a2/706b4c0d-05d3-4ce0-9f68-486ecf2d4622.mp3","mime_type":"audio/mpeg","size_in_bytes":74669712,"duration_in_seconds":3111}]},{"id":"4c086f10-5724-43b5-9af4-579160defb41","title":"How Do I Fix Bad Customer Service at My Business?","url":"https://cswithoutthebs.fireside.fm/how-do-i-fix-bad-customer-service-at-my-business","content_text":"Is AI really fixing customer service... or is it making everything harder? What if the real secret to great CX isn’t a shiny tool, but simple, human-first basics done right? In this no-BS episode, we pull back the curtain on today’s most hyped claims and ask the questions nobody else will. If you’ve ever yelled “agent!” at a chatbot, this is your episode.\n\nWe break down the hype around AI in CX and show where it helps — and where it falls flat. You’ll hear the clear difference between “AI as a helper” and “AI as a wall,” plus the fastest ways to stop bots from ruining your brand.\n\nThen we get real about the human touch. Why are customers begging to talk to a person again? We map the moments where empathy beats automation and how to build a clean handoff from bot to human without the headache.\n\nWe also expose the silent killers: accidental contact centers, broken basics, and score-chasing (NPS worship) that hides real problems. You’ll learn how to swap vanity metrics for actions that move retention, referrals, and revenue.\n\nFinally, we connect the dot nobody’s talking about: happy teams create happy customers. We show the simple moves — empower, listen, remove red tape — that turn burned-out reps into loyalty machines. No buzzwords. Just what works.","content_html":"\u003cp\u003eIs AI really fixing customer service... or is it making everything harder? What if the real secret to great CX isn’t a shiny tool, but simple, human-first basics done right? In this no-BS episode, we pull back the curtain on today’s most hyped claims and ask the questions nobody else will. If you’ve ever yelled “agent!” at a chatbot, this is your episode.\u003c/p\u003e\n\n\u003cp\u003eWe break down the hype around AI in CX and show where it helps — and where it falls flat. You’ll hear the clear difference between “AI as a helper” and “AI as a wall,” plus the fastest ways to stop bots from ruining your brand.\u003c/p\u003e\n\n\u003cp\u003eThen we get real about the human touch. Why are customers begging to talk to a person again? We map the moments where empathy beats automation and how to build a clean handoff from bot to human without the headache.\u003c/p\u003e\n\n\u003cp\u003eWe also expose the silent killers: accidental contact centers, broken basics, and score-chasing (NPS worship) that hides real problems. You’ll learn how to swap vanity metrics for actions that move retention, referrals, and revenue.\u003c/p\u003e\n\n\u003cp\u003eFinally, we connect the dot nobody’s talking about: happy teams create happy customers. We show the simple moves — empower, listen, remove red tape — that turn burned-out reps into loyalty machines. No buzzwords. Just what works.\u003c/p\u003e","summary":"Is AI fixing CX or just getting in the way? In this no-BS episode, we show how to use AI where it helps, bring humans back where it matters, ditch vanity metrics, and fix the basics that win loyalty.","date_published":"2025-10-14T17:00:00.000-04:00","attachments":[{"url":"https://aphid.fireside.fm/d/1437767933/b6ecde51-9751-4bc2-8830-d814180321a2/4c086f10-5724-43b5-9af4-579160defb41.mp3","mime_type":"audio/mpeg","size_in_bytes":74907948,"duration_in_seconds":3121}]},{"id":"4d60fa43-cf81-49db-a905-517f91ce1f4c","title":"Top 5 Unified Communications Trends for 2025 (And Beyond!)","url":"https://cswithoutthebs.fireside.fm/top-5-unified-communications-trends-for-2025-and-beyond","content_text":"Why are so many people getting customer experience wrong — and what can we do to fix it? If you’ve ever felt like businesses are talking at you instead of to you, or if you’ve been on the inside of a company struggling to connect with customers, this episode is the wake-up call you’ve been waiting for.\n\nIn today’s conversation, we cut through the fluff and get brutally honest about where businesses are dropping the ball. From chasing shiny trends that don’t matter to ignoring the basics of how real people want to communicate, we break it all down in plain language. No jargon, no corporate double-speak — just a raw look at what’s working and what’s failing.\n\nYou’ll hear exactly how small and mid-sized businesses can stop playing catch-up and start competing at a higher level. We’re talking about the tools, strategies, and mindset shifts that make the difference between frustrated customers and lifelong loyal fans.\n\nThis episode isn’t just theory. It’s packed with real examples, real frustrations, and real solutions that you can apply right now. Whether you’re a business owner trying to make your company more customer-friendly or a technology advisor helping clients navigate the chaos, you’ll find tactical takeaways that actually move the needle.\n\nBy the end, you’ll walk away with a clear picture of what the future of communication looks like — and why the businesses that embrace it will win, while the ones who ignore it will get left behind. This is an episode you don’t want to miss.","content_html":"\u003cp\u003eWhy are so many people getting customer experience wrong — and what can we do to fix it? If you’ve ever felt like businesses are talking at you instead of to you, or if you’ve been on the inside of a company struggling to connect with customers, this episode is the wake-up call you’ve been waiting for.\u003c/p\u003e\n\n\u003cp\u003eIn today’s conversation, we cut through the fluff and get brutally honest about where businesses are dropping the ball. From chasing shiny trends that don’t matter to ignoring the basics of how real people want to communicate, we break it all down in plain language. No jargon, no corporate double-speak — just a raw look at what’s working and what’s failing.\u003c/p\u003e\n\n\u003cp\u003eYou’ll hear exactly how small and mid-sized businesses can stop playing catch-up and start competing at a higher level. We’re talking about the tools, strategies, and mindset shifts that make the difference between frustrated customers and lifelong loyal fans.\u003c/p\u003e\n\n\u003cp\u003eThis episode isn’t just theory. It’s packed with real examples, real frustrations, and real solutions that you can apply right now. Whether you’re a business owner trying to make your company more customer-friendly or a technology advisor helping clients navigate the chaos, you’ll find tactical takeaways that actually move the needle.\u003c/p\u003e\n\n\u003cp\u003eBy the end, you’ll walk away with a clear picture of what the future of communication looks like — and why the businesses that embrace it will win, while the ones who ignore it will get left behind. This is an episode you don’t want to miss.\u003c/p\u003e","summary":"Why do so many businesses keep failing at customer experience? 🤔 In this episode of CX Without the BS, we break down the real reasons customers get frustrated — and the simple steps SMBs can take to finally fix it","date_published":"2025-10-01T17:00:00.000-04:00","attachments":[{"url":"https://aphid.fireside.fm/d/1437767933/b6ecde51-9751-4bc2-8830-d814180321a2/4d60fa43-cf81-49db-a905-517f91ce1f4c.mp3","mime_type":"audio/mpeg","size_in_bytes":56655880,"duration_in_seconds":2360}]},{"id":"dcddbf47-4d9e-4c7f-9d51-d290c4fe706b","title":"What Are the Top 5 Customer Experience Trends for 2026?","url":"https://cswithoutthebs.fireside.fm/what-are-the-top-5-customer-experience-trends-for-2026","content_text":"Are you focusing on the wrong CX trends heading into 2026?\n\nEverywhere you turn, vendors are pushing buzzwords and empty promises — but what if the real shifts happening right now aren’t even on your radar? In this episode, we cut through the noise and reveal the 5 customer experience trends that will actually define success in 2026.\n\nFor the past year, businesses have been burned by hype — AI tools that didn’t deliver, contracts that felt like cages, and “solutions” that solved nothing. Customers are frustrated. Advisors are losing trust. And companies that don’t pivot fast are heading for trouble.\n\nBut there’s good news: by focusing on what’s actually working — not what the industry is trying to sell you — you can get ahead of the curve. These 5 trends aren’t about flashy buzzwords. They’re about real strategies, real pain points, and real opportunities.\n\nFrom AI that empowers people instead of replacing them… to the rise of accidental contact centers… to why human support is making a comeback — these shifts are already reshaping the CX landscape. Ignore them, and you’ll be cleaning up messes. Pay attention, and you’ll be building loyalty, retention, and growth in 2026.\n\nThis isn’t just another “future of CX” talk. This is CX Without the BS. Watch now to learn what’s real, what’s hype, and what your next move should be.","content_html":"\u003cp\u003eAre you focusing on the wrong CX trends heading into 2026?\u003c/p\u003e\n\n\u003cp\u003eEverywhere you turn, vendors are pushing buzzwords and empty promises — but what if the real shifts happening right now aren’t even on your radar? In this episode, we cut through the noise and reveal the 5 customer experience trends that will actually define success in 2026.\u003c/p\u003e\n\n\u003cp\u003eFor the past year, businesses have been burned by hype — AI tools that didn’t deliver, contracts that felt like cages, and “solutions” that solved nothing. Customers are frustrated. Advisors are losing trust. And companies that don’t pivot fast are heading for trouble.\u003c/p\u003e\n\n\u003cp\u003eBut there’s good news: by focusing on what’s actually working — not what the industry is trying to sell you — you can get ahead of the curve. These 5 trends aren’t about flashy buzzwords. They’re about real strategies, real pain points, and real opportunities.\u003c/p\u003e\n\n\u003cp\u003eFrom AI that empowers people instead of replacing them… to the rise of accidental contact centers… to why human support is making a comeback — these shifts are already reshaping the CX landscape. Ignore them, and you’ll be cleaning up messes. Pay attention, and you’ll be building loyalty, retention, and growth in 2026.\u003c/p\u003e\n\n\u003cp\u003eThis isn’t just another “future of CX” talk. This is CX Without the BS. Watch now to learn what’s real, what’s hype, and what your next move should be.\u003c/p\u003e","summary":"Forget the hype... AI isn’t replacing people, contracts are dead, and human support is back. Here’s what actually matters if you want to win with customers next year...","date_published":"2025-09-16T12:00:00.000-04:00","attachments":[{"url":"https://aphid.fireside.fm/d/1437767933/b6ecde51-9751-4bc2-8830-d814180321a2/dcddbf47-4d9e-4c7f-9d51-d290c4fe706b.mp3","mime_type":"audio/mpeg","size_in_bytes":54353134,"duration_in_seconds":2264}]},{"id":"11befbf2-999d-4b4b-a122-ba1dd74cbea8","title":"Why Small Businesses Need CX Systems Too","url":"https://cswithoutthebs.fireside.fm/why-small-businesses-need-cx-systems-too","content_text":"Are you accidentally running a contact center without even realizing it?\n\nIf your business takes calls, answers emails, responds to website chats, or gets customer texts, then the truth is—you’re already in the contact center game whether you know it or not. The problem? Most companies don’t manage it intentionally, and the chaos is silently killing their customer experience.\n\nIn this episode of CX Without the BS, Brian breaks down why “just answering phones” isn’t enough anymore. Missed calls, scattered inboxes, and overwhelmed staff don’t just cause frustration—they cost you customers, burn out employees, and damage your reputation before you even know what’s happening.\n\nWe explore the difference between an accidental call center and an accidental contact center—and why every small business, credit union, retailer, HVAC company, and even dentist’s office is at risk of falling into this trap. If your customers can reach you on more than one channel, you’re already there.\n\nBrian also exposes the five silent killers of CX: lost customers, lost productivity, inconsistent service, employee burnout, and reputation damage. More importantly, he lays out the practical steps to flip the script—mapping your chaos, centralizing communication, setting rules, supporting employees, and tracking what actually matters.\n\nThis isn’t about flashy AI, omnichannel buzzwords, or chasing the enterprise playbook. It’s about keeping things simple, intentional, and structured so you can finally turn chaos into a customer experience that actually works—for you, your employees, and most importantly, your customers.","content_html":"\u003cp\u003eAre you accidentally running a contact center without even realizing it?\u003c/p\u003e\n\n\u003cp\u003eIf your business takes calls, answers emails, responds to website chats, or gets customer texts, then the truth is—you’re already in the contact center game whether you know it or not. The problem? Most companies don’t manage it intentionally, and the chaos is silently killing their customer experience.\u003c/p\u003e\n\n\u003cp\u003eIn this episode of CX Without the BS, Brian breaks down why “just answering phones” isn’t enough anymore. Missed calls, scattered inboxes, and overwhelmed staff don’t just cause frustration—they cost you customers, burn out employees, and damage your reputation before you even know what’s happening.\u003c/p\u003e\n\n\u003cp\u003eWe explore the difference between an accidental call center and an accidental contact center—and why every small business, credit union, retailer, HVAC company, and even dentist’s office is at risk of falling into this trap. If your customers can reach you on more than one channel, you’re already there.\u003c/p\u003e\n\n\u003cp\u003eBrian also exposes the five silent killers of CX: lost customers, lost productivity, inconsistent service, employee burnout, and reputation damage. More importantly, he lays out the practical steps to flip the script—mapping your chaos, centralizing communication, setting rules, supporting employees, and tracking what actually matters.\u003c/p\u003e\n\n\u003cp\u003eThis isn’t about flashy AI, omnichannel buzzwords, or chasing the enterprise playbook. It’s about keeping things simple, intentional, and structured so you can finally turn chaos into a customer experience that actually works—for you, your employees, and most importantly, your customers.\u003c/p\u003e","summary":"Most businesses are already running a contact center without realizing it—and this episode shows how to move from accidental chaos to intentional customer experience.","date_published":"2025-09-08T16:00:00.000-04:00","attachments":[{"url":"https://aphid.fireside.fm/d/1437767933/b6ecde51-9751-4bc2-8830-d814180321a2/11befbf2-999d-4b4b-a122-ba1dd74cbea8.mp3","mime_type":"audio/mpeg","size_in_bytes":73113650,"duration_in_seconds":3046}]},{"id":"cddb09c9-9e02-4bb7-a19b-339293329651","title":"AI vs Humans: Who Wins in Customer Experience?","url":"https://cswithoutthebs.fireside.fm/ai-vs-humans-who-wins-in-customer-experience","content_text":"Is AI really fixing customer experience… or just making it worse? Everywhere you look, companies are hyping up “AI-powered CX” like it’s the cure-all for every customer problem. But if customers keep begging, “Can I please just talk to a human?”, then maybe the real question isn’t how much AI do we have — it’s what kind of experience are we creating?\n\nIn this episode of CX Without the BS, we dig into the showdown between HI (Human Intelligence) and AI (Artificial Intelligence) — and how that battle shapes the HE (Human Experience). You’ll hear why the hype cycle around AI is so strong, where bots and “intelligent routing” fail, and why human judgment, empathy, and ownership are still the secret weapons of customer loyalty.\n\nWe’ll explore real stories — from chatbots stuck in endless loops, to frontline employees who turn around frustrated customers in minutes, to companies blending AI + HI in a way that actually improves trust. These aren’t theories; they’re real examples that prove the scoreboard isn’t technology features, it’s customer outcomes.\n\nFor technology advisors, you’ll get practical talk tracks you can use immediately: how to shift conversations away from “AI features” and back to measurable results like lower effort, higher respect, and stronger trust. For business leaders and IT decision-makers, you’ll get a checklist you can throw at any vendor pushing AI hype to see if it actually improves the experience or just creates expensive friction.\n\nBottom line: the future of customer experience isn’t artificial. It’s human. If you want to stop the AI theater and start creating experiences customers love — this is an episode you can’t afford to miss.","content_html":"\u003cp\u003eIs AI really fixing customer experience… or just making it worse? Everywhere you look, companies are hyping up “AI-powered CX” like it’s the cure-all for every customer problem. But if customers keep begging, “Can I please just talk to a human?”, then maybe the real question isn’t how much AI do we have — it’s what kind of experience are we creating?\u003c/p\u003e\n\n\u003cp\u003eIn this episode of CX Without the BS, we dig into the showdown between HI (Human Intelligence) and AI (Artificial Intelligence) — and how that battle shapes the HE (Human Experience). You’ll hear why the hype cycle around AI is so strong, where bots and “intelligent routing” fail, and why human judgment, empathy, and ownership are still the secret weapons of customer loyalty.\u003c/p\u003e\n\n\u003cp\u003eWe’ll explore real stories — from chatbots stuck in endless loops, to frontline employees who turn around frustrated customers in minutes, to companies blending AI + HI in a way that actually improves trust. These aren’t theories; they’re real examples that prove the scoreboard isn’t technology features, it’s customer outcomes.\u003c/p\u003e\n\n\u003cp\u003eFor technology advisors, you’ll get practical talk tracks you can use immediately: how to shift conversations away from “AI features” and back to measurable results like lower effort, higher respect, and stronger trust. For business leaders and IT decision-makers, you’ll get a checklist you can throw at any vendor pushing AI hype to see if it actually improves the experience or just creates expensive friction.\u003c/p\u003e\n\n\u003cp\u003eBottom line: the future of customer experience isn’t artificial. It’s human. If you want to stop the AI theater and start creating experiences customers love — this is an episode you can’t afford to miss.\u003c/p\u003e","summary":"Is AI actually fixing customer experience... or just making it worse? Brian Nichols breaks down why Human Intelligence vs Artificial Intelligence always decides the Human Experience... and why that’s the only scoreboard that matters.","date_published":"2025-08-27T11:00:00.000-04:00","attachments":[{"url":"https://aphid.fireside.fm/d/1437767933/b6ecde51-9751-4bc2-8830-d814180321a2/cddb09c9-9e02-4bb7-a19b-339293329651.mp3","mime_type":"audio/mpeg","size_in_bytes":40843230,"duration_in_seconds":1701}]},{"id":"77f448a1-91df-4f7c-8cd3-79faf0668cc1","title":"Will AI Really Replace Call Center Agents?","url":"https://cswithoutthebs.fireside.fm/will-ai-really-replace-call-center-agents","content_text":"Is AI really the future of customer experience—or just the latest overhyped buzzword? That’s the question every business leader is wrestling with right now. Companies are promised sky-high ROI, plug-and-play simplicity, and magical solutions that can “replace” people overnight. But is that really what’s happening inside the contact center? Or are organizations setting themselves up for disaster by skipping the fundamentals?\n\nIn this episode of CX Without the BS, we dig into the truth behind the AI hype cycle. Technology is moving faster than ever—solutions that seemed like science fiction just two years ago are now shaping how companies communicate with customers. But speed comes with risk. If you’re investing without a plan, you may find your shiny new tool obsolete in just 18 months.\n\nFred Stacey from Cloud Tech Gurus brings three decades of contact center experience to cut through the noise. He explains why AI is only as effective as the people and processes behind it, how change management makes or breaks adoption, and why “just plug us in” is the biggest lie in the space today. This isn’t about chasing shiny objects—it’s about building a foundation that lasts.\n\nWe also tackle the human side of CX. Customers still crave connection with real people, especially when stakes are high. Fred and I break down how leaders can balance automation with empathy, why government regulation may force changes sooner than expected, and how forward-thinking companies are getting ahead of these shifts before they’re caught flat-footed.\n\nIf you’ve ever been frustrated by IVR jail, worried about whether AI will really deliver, or wondered how to future-proof your contact center, this conversation is your roadmap. Don’t fall for the sales pitches. Get the real story—and learn how to actually prepare your business for the next wave of AI-driven CX.","content_html":"\u003cp\u003eIs AI really the future of customer experience—or just the latest overhyped buzzword? That’s the question every business leader is wrestling with right now. Companies are promised sky-high ROI, plug-and-play simplicity, and magical solutions that can “replace” people overnight. But is that really what’s happening inside the contact center? Or are organizations setting themselves up for disaster by skipping the fundamentals?\u003c/p\u003e\n\n\u003cp\u003eIn this episode of CX Without the BS, we dig into the truth behind the AI hype cycle. Technology is moving faster than ever—solutions that seemed like science fiction just two years ago are now shaping how companies communicate with customers. But speed comes with risk. If you’re investing without a plan, you may find your shiny new tool obsolete in just 18 months.\u003c/p\u003e\n\n\u003cp\u003eFred Stacey from Cloud Tech Gurus brings three decades of contact center experience to cut through the noise. He explains why AI is only as effective as the people and processes behind it, how change management makes or breaks adoption, and why “just plug us in” is the biggest lie in the space today. This isn’t about chasing shiny objects—it’s about building a foundation that lasts.\u003c/p\u003e\n\n\u003cp\u003eWe also tackle the human side of CX. Customers still crave connection with real people, especially when stakes are high. Fred and I break down how leaders can balance automation with empathy, why government regulation may force changes sooner than expected, and how forward-thinking companies are getting ahead of these shifts before they’re caught flat-footed.\u003c/p\u003e\n\n\u003cp\u003eIf you’ve ever been frustrated by IVR jail, worried about whether AI will really deliver, or wondered how to future-proof your contact center, this conversation is your roadmap. Don’t fall for the sales pitches. Get the real story—and learn how to actually prepare your business for the next wave of AI-driven CX.\u003c/p\u003e","summary":"AI won’t magically fix your customer experience—it only works if your people and processes are ready. In this episode of CX Without the BS, we break down the biggest lies about AI in contact centers and what actually works.","date_published":"2025-08-20T15:00:00.000-04:00","attachments":[{"url":"https://aphid.fireside.fm/d/1437767933/b6ecde51-9751-4bc2-8830-d814180321a2/77f448a1-91df-4f7c-8cd3-79faf0668cc1.mp3","mime_type":"audio/mpeg","size_in_bytes":35254586,"duration_in_seconds":2518}]},{"id":"dc1ab8aa-afc6-4f02-8feb-075219aae2a0","title":"What Is the Biggest CX Mistake Companies Make?","url":"https://cswithoutthebs.fireside.fm/what-is-the-biggest-cx-mistake-companies-make","content_text":"What if the biggest threat to your customer experience isn’t bad tech – but bad decisions? In this episode of CX Without the BS, we rip the lid off the most overlooked — and most costly — mistakes companies make in customer experience. From “snake oil” CX solutions to the AI hype train, we’re exposing the real stories from the front lines and giving you the practical playbook for cutting through the noise.\n\nCX experts Kate Nelson and Vicki Brackett join me to share unfiltered insights from decades in the trenches. You’ll hear how companies waste millions on tools they don’t need, overlook the people who actually use them, and skip the one step that could save them from disaster. It’s part myth-busting, part reality check, and 100% designed to help you avoid becoming the next cautionary tale.\n\nWe dig deep into the difference between knowledge bases and true knowledge management systems — and why getting this wrong creates chaos for your agents and frustration for your customers. You’ll learn how governance, employee feedback loops, and integrated systems can turn information into a competitive advantage instead of a liability.\n\nWe also tackle the AI problem head-on. Kate and Vicki reveal why AI without clean, centralized knowledge is a recipe for failure, how bad data silently sabotages CX, and why the “AI will replace people” narrative misses the point. Spoiler: the winners will be humans who use AI effectively, not the ones replaced by it.\n\nFinally, we preview the upcoming Living CX \u0026amp; Transformation Networking Event in Salt Lake City — a one-of-a-kind, people-first experience with zero sales pitches, real conversations, and even an aromatherapy sound bath. If you’re tired of hearing the same old vendor-driven CX stories, this is your wake-up call.","content_html":"\u003cp\u003eWhat if the biggest threat to your customer experience isn’t bad tech – but bad decisions? In this episode of CX Without the BS, we rip the lid off the most overlooked — and most costly — mistakes companies make in customer experience. From “snake oil” CX solutions to the AI hype train, we’re exposing the real stories from the front lines and giving you the practical playbook for cutting through the noise.\u003c/p\u003e\n\n\u003cp\u003eCX experts Kate Nelson and Vicki Brackett join me to share unfiltered insights from decades in the trenches. You’ll hear how companies waste millions on tools they don’t need, overlook the people who actually use them, and skip the one step that could save them from disaster. It’s part myth-busting, part reality check, and 100% designed to help you avoid becoming the next cautionary tale.\u003c/p\u003e\n\n\u003cp\u003eWe dig deep into the difference between knowledge bases and true knowledge management systems — and why getting this wrong creates chaos for your agents and frustration for your customers. You’ll learn how governance, employee feedback loops, and integrated systems can turn information into a competitive advantage instead of a liability.\u003c/p\u003e\n\n\u003cp\u003eWe also tackle the AI problem head-on. Kate and Vicki reveal why AI without clean, centralized knowledge is a recipe for failure, how bad data silently sabotages CX, and why the “AI will replace people” narrative misses the point. Spoiler: the winners will be humans who use AI effectively, not the ones replaced by it.\u003c/p\u003e\n\n\u003cp\u003eFinally, we preview the upcoming Living CX \u0026amp; Transformation Networking Event in Salt Lake City — a one-of-a-kind, people-first experience with zero sales pitches, real conversations, and even an aromatherapy sound bath. If you’re tired of hearing the same old vendor-driven CX stories, this is your wake-up call.\u003c/p\u003e","summary":"Most CX fails start before the customer ever calls — with bad tech decisions, ignored employees, and the wrong strategy. In this episode of CX Without the BS, we show you how to fix it before it costs you customers.","date_published":"2025-08-13T17:00:00.000-04:00","attachments":[{"url":"https://aphid.fireside.fm/d/1437767933/b6ecde51-9751-4bc2-8830-d814180321a2/dc1ab8aa-afc6-4f02-8feb-075219aae2a0.mp3","mime_type":"audio/mpeg","size_in_bytes":45083275,"duration_in_seconds":2817}]},{"id":"f2b96b8e-7da5-4b2e-8e18-e9c3e9a294f7","title":"5 Reasons Why AI Makes Customer Service Worse","url":"https://cswithoutthebs.fireside.fm/5-reasons-why-ai-makes-customer-service-worse","content_text":"Is AI actually making your customer experience worse — not better?\n\nEveryone says AI is going to revolutionize customer service. Speed up support. Make it personal. Save money. But the truth is, for most businesses, AI is adding friction, not fixing it. If you've ever screamed \"REPRESENTATIVE!\" into your phone while stuck in an endless AI loop, you already know the pain we're talking about.\n\nIn this episode of CX Without the BS, we cut through the hype and break down the top 5 ways AI is failing real customers. From fake personalization to broken dashboards, and robotic empathy to frustrated support reps — we’re calling out the BS that vendors and execs keep selling you.\n\nThis isn’t an anti-AI rant. It’s a wake-up call. AI can help your CX... but only if it’s used the right way. And right now? Most companies are using it like a band-aid on a bullet wound. We give you the blueprint to fix it — with practical, real-world advice that actually works.\n\nIf you’re a tech buyer, tech advisor, or someone just trying to not get burned by another AI promise, this is your cheat code. You’ll walk away with five clear fixes that will make your AI actually useful — and your customer experience way less frustrating.\n\nBecause in 2025, AI doesn’t make you stand out. Good CX does. And the companies who get this right? They’re going to win. Hit play — and let’s fix what’s broken.","content_html":"\u003cp\u003eIs AI actually making your customer experience worse — not better?\u003c/p\u003e\n\n\u003cp\u003eEveryone says AI is going to revolutionize customer service. Speed up support. Make it personal. Save money. But the truth is, for most businesses, AI is adding friction, not fixing it. If you\u0026#39;ve ever screamed \u0026quot;REPRESENTATIVE!\u0026quot; into your phone while stuck in an endless AI loop, you already know the pain we\u0026#39;re talking about.\u003c/p\u003e\n\n\u003cp\u003eIn this episode of CX Without the BS, we cut through the hype and break down the top 5 ways AI is failing real customers. From fake personalization to broken dashboards, and robotic empathy to frustrated support reps — we’re calling out the BS that vendors and execs keep selling you.\u003c/p\u003e\n\n\u003cp\u003eThis isn’t an anti-AI rant. It’s a wake-up call. AI can help your CX... but only if it’s used the right way. And right now? Most companies are using it like a band-aid on a bullet wound. We give you the blueprint to fix it — with practical, real-world advice that actually works.\u003c/p\u003e\n\n\u003cp\u003eIf you’re a tech buyer, tech advisor, or someone just trying to not get burned by another AI promise, this is your cheat code. You’ll walk away with five clear fixes that will make your AI actually useful — and your customer experience way less frustrating.\u003c/p\u003e\n\n\u003cp\u003eBecause in 2025, AI doesn’t make you stand out. Good CX does. And the companies who get this right? They’re going to win. Hit play — and let’s fix what’s broken.\u003c/p\u003e","summary":"AI was supposed to fix customer experience — but most companies are just frustrating people faster.\r\nIn this week’s episode of CX Without the BS, we expose 5 big ways AI is making CX worse (and how to fix it).","date_published":"2025-08-05T16:00:00.000-04:00","attachments":[{"url":"https://aphid.fireside.fm/d/1437767933/b6ecde51-9751-4bc2-8830-d814180321a2/f2b96b8e-7da5-4b2e-8e18-e9c3e9a294f7.mp3","mime_type":"audio/mpeg","size_in_bytes":13748190,"duration_in_seconds":572}]},{"id":"ab083718-0f66-49fd-b02d-214ce2be96a5","title":"Is Your UCaaS Vendor Lying About AI?","url":"https://cswithoutthebs.fireside.fm/is-your-ucaas-vendor-lying-about-ai","content_text":"Think your UCaaS platform is using real AI?\n\nIf your customer is still hearing \"Press 1 for Sales, Press 2 for Support\" — that’s not intelligence. That’s a script with a buzzword mask. In this episode of CX Without the BS, we’re breaking down the #1 red flag that tells you your vendor might be full of it.\n\nUCaaS buyers are getting hammered with “AI-powered” everything… but when you scratch the surface, it’s usually just old-school phone menus repackaged with fancier language. And your customers? They’re the ones getting stuck, frustrated, and lost in the shuffle.\n\nWe’re not here to dunk on AI — we’re here to show you what actually works. If you’re a technology advisor helping small and mid-sized businesses, this video gives you the language, insight, and proof to help your clients avoid getting scammed by AI theater.\n\nThe goal isn’t to sound smart — it’s to build systems that are. And at Level365, that’s the whole play: real routing, real results, no babysitting, and no BS.\n\nWatch now and see how to spot fake AI before your customers get burned.","content_html":"\u003cp\u003eThink your UCaaS platform is using real AI?\u003c/p\u003e\n\n\u003cp\u003eIf your customer is still hearing \u0026quot;Press 1 for Sales, Press 2 for Support\u0026quot; — that’s not intelligence. That’s a script with a buzzword mask. In this episode of CX Without the BS, we’re breaking down the #1 red flag that tells you your vendor might be full of it.\u003c/p\u003e\n\n\u003cp\u003eUCaaS buyers are getting hammered with “AI-powered” everything… but when you scratch the surface, it’s usually just old-school phone menus repackaged with fancier language. And your customers? They’re the ones getting stuck, frustrated, and lost in the shuffle.\u003c/p\u003e\n\n\u003cp\u003eWe’re not here to dunk on AI — we’re here to show you what actually works. If you’re a technology advisor helping small and mid-sized businesses, this video gives you the language, insight, and proof to help your clients avoid getting scammed by AI theater.\u003c/p\u003e\n\n\u003cp\u003eThe goal isn’t to sound smart — it’s to build systems that are. And at Level365, that’s the whole play: real routing, real results, no babysitting, and no BS.\u003c/p\u003e\n\n\u003cp\u003eWatch now and see how to spot fake AI before your customers get burned.\u003c/p\u003e","summary":"If your customer is still hearing \"Press 1 for Sales, Press 2 for Support\" — that’s not intelligence. That’s a script with a buzzword mask. In this episode of CX Without the BS, we’re breaking down the #1 red flag that tells you your vendor might be full of it.","date_published":"2025-08-04T16:00:00.000-04:00","attachments":[{"url":"https://aphid.fireside.fm/d/1437767933/b6ecde51-9751-4bc2-8830-d814180321a2/ab083718-0f66-49fd-b02d-214ce2be96a5.mp3","mime_type":"audio/mpeg","size_in_bytes":4689784,"duration_in_seconds":293}]},{"id":"2d1624c8-b9ac-46ad-b9bc-1e02fa1b75ce","title":"Do Cold Calls Still Work in 2025?","url":"https://cswithoutthebs.fireside.fm/do-cold-calls-still-work-in-2025","content_text":"Why do most cold calls fail before they even start?\n\nIn this episode of CX Without the BS, we tackle the often-overlooked truth about outbound sales: the customer experience starts the moment someone picks up the phone. Whether you're leading an SDR team, building pipeline from scratch, or trying to get more than \"not interested\" before the hang-up, this episode unpacks the foundational mistakes—and the practical fixes—that can turn dials into deals.\n\nWe sit down with John Karsant from LevelUp Leads, who manages a team of 40+ SDRs executing real outbound motions every day. He doesn’t sugarcoat it—most cold outreach sounds robotic, scripted, and forgettable. Together, we break down how tone, timing, and real human conversation create the kind of authentic connections that lead to pipeline growth (not just boxes checked on a call log).\n\nBut it’s not just about calls. This episode explores how to build authentic presence on LinkedIn, why political signage matters in marketing, and how to stop treating every “no” like a full stop. Spoiler: most “no’s” are actually “not right now,” and we show you how to stay top-of-mind until it becomes a yes.\n\nYou’ll also hear sharp insights about multi-threaded outreach, how SDRs can block objections before they arise, and why leaning too hard on AI might be the biggest BS in outbound right now. If you're tired of sales being treated like a numbers game and want to focus on real human connection, this is your cheat code.\n\nBy the end of the episode, you'll walk away with an upgraded playbook for outbound CX—from how you speak to what you post to how you follow up. It’s raw, it’s real, and it just might change how you train your team this quarter.","content_html":"\u003cp\u003eWhy do most cold calls fail before they even start?\u003c/p\u003e\n\n\u003cp\u003eIn this episode of CX Without the BS, we tackle the often-overlooked truth about outbound sales: the customer experience starts the moment someone picks up the phone. Whether you\u0026#39;re leading an SDR team, building pipeline from scratch, or trying to get more than \u0026quot;not interested\u0026quot; before the hang-up, this episode unpacks the foundational mistakes—and the practical fixes—that can turn dials into deals.\u003c/p\u003e\n\n\u003cp\u003eWe sit down with John Karsant from LevelUp Leads, who manages a team of 40+ SDRs executing real outbound motions every day. He doesn’t sugarcoat it—most cold outreach sounds robotic, scripted, and forgettable. Together, we break down how tone, timing, and real human conversation create the kind of authentic connections that lead to pipeline growth (not just boxes checked on a call log).\u003c/p\u003e\n\n\u003cp\u003eBut it’s not just about calls. This episode explores how to build authentic presence on LinkedIn, why political signage matters in marketing, and how to stop treating every “no” like a full stop. Spoiler: most “no’s” are actually “not right now,” and we show you how to stay top-of-mind until it becomes a yes.\u003c/p\u003e\n\n\u003cp\u003eYou’ll also hear sharp insights about multi-threaded outreach, how SDRs can block objections before they arise, and why leaning too hard on AI might be the biggest BS in outbound right now. If you\u0026#39;re tired of sales being treated like a numbers game and want to focus on real human connection, this is your cheat code.\u003c/p\u003e\n\n\u003cp\u003eBy the end of the episode, you\u0026#39;ll walk away with an upgraded playbook for outbound CX—from how you speak to what you post to how you follow up. It’s raw, it’s real, and it just might change how you train your team this quarter.\u003c/p\u003e","summary":"Cold calling isn't dead - bad cold calling is. In this episode, I sit down with John from LevelUp Leads to break down how SDRs can stop sounding robotic, block objections before they happen, and finally build real pipeline through human connection.","date_published":"2025-07-30T11:00:00.000-04:00","attachments":[{"url":"https://aphid.fireside.fm/d/1437767933/b6ecde51-9751-4bc2-8830-d814180321a2/2d1624c8-b9ac-46ad-b9bc-1e02fa1b75ce.mp3","mime_type":"audio/mpeg","size_in_bytes":40464350,"duration_in_seconds":2529}]},{"id":"b98eefd7-b501-4176-8064-7164ac7bdaf9","title":"How Do I Get More Replies to Cold Emails?","url":"https://cswithoutthebs.fireside.fm/how-do-i-get-more-replies-to-cold-emails","content_text":"Why do so many companies make it ridiculously hard to buy from them? If you’ve ever opened a sales email and immediately hit delete, this episode is gonna make you rethink how cold outreach should work – and what it has to do with customer experience. This isn’t another spammy sales convo. We’re talking real talk about what buyers actually want, how to get in front of them, and how not to blow it once you do.\n\nWe kick things off by redefining CX – not as something that starts post-sale, but from the very first moment you reach out to a prospect. Adam Rosen joins to explain why your sales motion is your customer experience, and why it’s time to quit separating the two. You’ll hear how companies are fumbling their outreach, confusing buyers, and unknowingly killing deals before they even start.\n\nFrom there, we dive deep into cold email tactics that actually work. Adam breaks down the three key pillars: landing in the inbox, writing copy that doesn’t suck, and building a list that actually makes sense. We talk about targeting, personalization, and why nobody’s buying from you if your pricing page looks like a Sudoku puzzle.\n\nBut it’s not just tactics – we call out the biggest red flags in modern sales: confusing messaging, unclear pricing, and treating outbound like a numbers game instead of a trust-building moment. Adam even shares some crazy behind-the-scenes stats on how many domains and inboxes they manage to actually make outbound work.\n\nFinally, we wrap with a truth bomb: you cannot automate your way out of caring. Yes, AI is cool. Automation helps. But the brands that win? They’re the ones that sound like real humans, solving real problems, for real people. If your outreach doesn't feel human, it’s not gonna work – and this episode shows you exactly why.","content_html":"\u003cp\u003eWhy do so many companies make it ridiculously hard to buy from them? If you’ve ever opened a sales email and immediately hit delete, this episode is gonna make you rethink how cold outreach should work – and what it has to do with customer experience. This isn’t another spammy sales convo. We’re talking real talk about what buyers actually want, how to get in front of them, and how not to blow it once you do.\u003c/p\u003e\n\n\u003cp\u003eWe kick things off by redefining CX – not as something that starts post-sale, but from the very first moment you reach out to a prospect. Adam Rosen joins to explain why your sales motion is your customer experience, and why it’s time to quit separating the two. You’ll hear how companies are fumbling their outreach, confusing buyers, and unknowingly killing deals before they even start.\u003c/p\u003e\n\n\u003cp\u003eFrom there, we dive deep into cold email tactics that actually work. Adam breaks down the three key pillars: landing in the inbox, writing copy that doesn’t suck, and building a list that actually makes sense. We talk about targeting, personalization, and why nobody’s buying from you if your pricing page looks like a Sudoku puzzle.\u003c/p\u003e\n\n\u003cp\u003eBut it’s not just tactics – we call out the biggest red flags in modern sales: confusing messaging, unclear pricing, and treating outbound like a numbers game instead of a trust-building moment. Adam even shares some crazy behind-the-scenes stats on how many domains and inboxes they manage to actually make outbound work.\u003c/p\u003e\n\n\u003cp\u003eFinally, we wrap with a truth bomb: you cannot automate your way out of caring. Yes, AI is cool. Automation helps. But the brands that win? They’re the ones that sound like real humans, solving real problems, for real people. If your outreach doesn\u0026#39;t feel human, it’s not gonna work – and this episode shows you exactly why.\u003c/p\u003e","summary":"Cold outreach isn’t just sales – it’s your first customer experience touchpoint, and if your email confuses people or doesn’t feel human, they’re never gonna buy from you.","date_published":"2025-07-23T16:00:00.000-04:00","attachments":[{"url":"https://aphid.fireside.fm/d/1437767933/b6ecde51-9751-4bc2-8830-d814180321a2/b98eefd7-b501-4176-8064-7164ac7bdaf9.mp3","mime_type":"audio/mpeg","size_in_bytes":35526998,"duration_in_seconds":2220}]},{"id":"a9d7f0cf-8e45-452a-aa98-79097b5369dc","title":"5 Warning Signs Your Support Is Failing","url":"https://cswithoutthebs.fireside.fm/5-warning-signs-your-support-is-failing","content_text":"Is your customer support system quietly driving people away? \n\nYou might think things are fine, but if your repeat customers are disappearing, your team is burning out, or your reviews are getting passive-aggressive... you’ve got a problem. And the kicker? Most businesses have no idea it's happening. In this episode of CX Without the BS, we're diving into five sneaky red flags that show your support system is broken — and what to do about it before your customers bounce for good.\n\nWe’re not just talking about support agents here. We're talking to you — business owners, IT leads, and especially technology advisors who are out there selling UCaaS and contact center solutions. If your clients don’t know what their hold times are or how many support calls go to voicemail, there’s opportunity on the table. We’ll show you how to spot failing systems and how to turn them into competitive advantages.\n\nFrom low-key customer ghosting to review sections filled with “love the product, hate the service,” these warning signs are everywhere — and we break each one down with real talk, not theory. You’ll hear exactly what to look for, how to bring it up in a conversation, and why “It’s fine” is the most dangerous feedback your customer can give.\n\nWe’ll talk about why most support reps aren't the problem — their broken tools are. And we'll call out why ticket ping-pong is killing resolution time and frustrating your customers. Whether you're an advisor looking to land new deals or a business owner who wants fewer fires, the solutions we outline here are tactical, practical, and immediately usable.\n\nBottom line: good support isn’t just a retention tool — it's a revenue driver. And if you're not actively fixing the cracks in your support process, you're leaking money and trust every single day. Listen now and learn how to plug the holes, rebuild trust, and make your business — or your client’s — the kind people rave about instead of run from.","content_html":"\u003cp\u003eIs your customer support system quietly driving people away? \u003c/p\u003e\n\n\u003cp\u003eYou might think things are fine, but if your repeat customers are disappearing, your team is burning out, or your reviews are getting passive-aggressive... you’ve got a problem. And the kicker? Most businesses have no idea it\u0026#39;s happening. In this episode of CX Without the BS, we\u0026#39;re diving into five sneaky red flags that show your support system is broken — and what to do about it before your customers bounce for good.\u003c/p\u003e\n\n\u003cp\u003eWe’re not just talking about support agents here. We\u0026#39;re talking to you — business owners, IT leads, and especially technology advisors who are out there selling UCaaS and contact center solutions. If your clients don’t know what their hold times are or how many support calls go to voicemail, there’s opportunity on the table. We’ll show you how to spot failing systems and how to turn them into competitive advantages.\u003c/p\u003e\n\n\u003cp\u003eFrom low-key customer ghosting to review sections filled with “love the product, hate the service,” these warning signs are everywhere — and we break each one down with real talk, not theory. You’ll hear exactly what to look for, how to bring it up in a conversation, and why “It’s fine” is the most dangerous feedback your customer can give.\u003c/p\u003e\n\n\u003cp\u003eWe’ll talk about why most support reps aren\u0026#39;t the problem — their broken tools are. And we\u0026#39;ll call out why ticket ping-pong is killing resolution time and frustrating your customers. Whether you\u0026#39;re an advisor looking to land new deals or a business owner who wants fewer fires, the solutions we outline here are tactical, practical, and immediately usable.\u003c/p\u003e\n\n\u003cp\u003eBottom line: good support isn’t just a retention tool — it\u0026#39;s a revenue driver. And if you\u0026#39;re not actively fixing the cracks in your support process, you\u0026#39;re leaking money and trust every single day. Listen now and learn how to plug the holes, rebuild trust, and make your business — or your client’s — the kind people rave about instead of run from.\u003c/p\u003e","summary":"Your support system might be quietly chasing away your best customers. In this episode of CX Without the BS, I break down 5 sneaky signs your CX is failing — and how to fix it fast.","date_published":"2025-07-16T17:45:00.000-04:00","attachments":[{"url":"https://aphid.fireside.fm/d/1437767933/b6ecde51-9751-4bc2-8830-d814180321a2/a9d7f0cf-8e45-452a-aa98-79097b5369dc.mp3","mime_type":"audio/mpeg","size_in_bytes":11419616,"duration_in_seconds":713}]},{"id":"25d0de9e-c0bb-400d-b75a-7e46261338b0","title":"Is AI Hurting Customer Experience?","url":"https://cswithoutthebs.fireside.fm/is-ai-hurting-customer-experience","content_text":"Is your AI assistant quietly burning out your team while pretending to be helpful?\n\nEveryone's hyped about AI in customer service - vendors say it's the future, the secret to cost savings, efficiency, and happier customers. But what if that promise is more illusion than innovation? In this episode of CX Without the BS, we tear the lid off the feel-good AI fairytales and dig into a real-world study that shows just how broken the current AI systems are in contact centers. If you've ever felt like tech is making life harder, not easier - this one’s for you.\n\nWe start by exposing the myth of effortless AI transcription. It’s supposed to be simple: record the call, convert to text, boom - problem solved. But in practice, AI couldn’t keep up with accents, fast talkers, or background noise. One rep literally said they had to rewrite everything the AI tried to “help” with. That’s not support. That’s rework. And when your tools are giving you extra steps instead of eliminating them, something’s gone seriously wrong.\n\nThen we get into the emotional intelligence (or lack thereof) of AI. The study revealed AI flagged loud talkers or passionate customers as angry - even when they weren’t. Sentiment analysis became a guessing game, and agents just stopped trusting it. The result? A tool designed to help with tone instead added confusion and distraction. When your team can’t rely on what the system tells them, it’s no longer a tool - it’s a liability.\n\nThat led to another major issue: bad summaries. Instead of saving time, agents were spending more of it rewriting and correcting what AI tried to produce. Repetition, filler, missing context, and sloppy details turned \"AI-powered\" into “AI babysitting.” And all this leads to a hidden epidemic: cognitive burnout. When agents constantly clean up after their tools, they disengage. Quiet quitting starts with loud systems that don’t work.\n\nBut we don’t just highlight the problems - we share the solution. It’s not about ditching AI. It’s about using AI the right way. Hybrid models where AI supports (but doesn’t replace) human agents are where the magic actually happens. Let tech do the grunt work, and let humans do what they do best: judge, connect, and empathize. If your CX strategy isn’t human-first, then it’s not future-proof. Period.","content_html":"\u003cp\u003eIs your AI assistant quietly burning out your team while pretending to be helpful?\u003c/p\u003e\n\n\u003cp\u003eEveryone\u0026#39;s hyped about AI in customer service - vendors say it\u0026#39;s the future, the secret to cost savings, efficiency, and happier customers. But what if that promise is more illusion than innovation? In this episode of CX Without the BS, we tear the lid off the feel-good AI fairytales and dig into a real-world study that shows just how broken the current AI systems are in contact centers. If you\u0026#39;ve ever felt like tech is making life harder, not easier - this one’s for you.\u003c/p\u003e\n\n\u003cp\u003eWe start by exposing the myth of effortless AI transcription. It’s supposed to be simple: record the call, convert to text, boom - problem solved. But in practice, AI couldn’t keep up with accents, fast talkers, or background noise. One rep literally said they had to rewrite everything the AI tried to “help” with. That’s not support. That’s rework. And when your tools are giving you extra steps instead of eliminating them, something’s gone seriously wrong.\u003c/p\u003e\n\n\u003cp\u003eThen we get into the emotional intelligence (or lack thereof) of AI. The study revealed AI flagged loud talkers or passionate customers as angry - even when they weren’t. Sentiment analysis became a guessing game, and agents just stopped trusting it. The result? A tool designed to help with tone instead added confusion and distraction. When your team can’t rely on what the system tells them, it’s no longer a tool - it’s a liability.\u003c/p\u003e\n\n\u003cp\u003eThat led to another major issue: bad summaries. Instead of saving time, agents were spending more of it rewriting and correcting what AI tried to produce. Repetition, filler, missing context, and sloppy details turned \u0026quot;AI-powered\u0026quot; into “AI babysitting.” And all this leads to a hidden epidemic: cognitive burnout. When agents constantly clean up after their tools, they disengage. Quiet quitting starts with loud systems that don’t work.\u003c/p\u003e\n\n\u003cp\u003eBut we don’t just highlight the problems - we share the solution. It’s not about ditching AI. It’s about using AI the right way. Hybrid models where AI supports (but doesn’t replace) human agents are where the magic actually happens. Let tech do the grunt work, and let humans do what they do best: judge, connect, and empathize. If your CX strategy isn’t human-first, then it’s not future-proof. Period.\u003c/p\u003e","summary":"AI was supposed to make customer service easier, but it’s quietly burning out your agents and making support worse – here’s why.","date_published":"2025-07-08T15:00:00.000-04:00","attachments":[{"url":"https://aphid.fireside.fm/d/1437767933/b6ecde51-9751-4bc2-8830-d814180321a2/25d0de9e-c0bb-400d-b75a-7e46261338b0.mp3","mime_type":"audio/mpeg","size_in_bytes":11522766,"duration_in_seconds":720}]},{"id":"5d7d3918-1cb6-4243-9416-afcb3d6095c8","title":"10 Discovery Questions EVERY Tech Advisor Needs","url":"https://cswithoutthebs.fireside.fm/10-discovery-questions-every-tech-advisor-needs","content_text":"*What if one question could expose everything wrong with your customer experience?\n*\nMost businesses think their phone systems are “fine” – until you start asking the right questions. In this episode of CX Without the BS, we rip off the band-aid and walk through 10 brutally direct questions that reveal how your phone system is actually performing. You’ll walk away with a cheat code to uncover hidden CX gaps – the kind that are quietly costing money, frustrating customers, and demoralizing teams.\n\nThese aren’t softballs. We’re skipping the fluff and diving straight into the conversations you should be having with every client, every time. From missed call tracking to personal cell phone usage, every question pulls back the curtain on a broken or duct-taped system. If you’ve ever heard a business say “we’re fine,” you’ll want to press play.\n\nWe break down each question, not just with what to ask, but why it matters. You’ll learn how to spot blind spots in visibility, poor integrations, slow resolutions, voicemail chaos, and the myth of “happy customers” as a CX metric. Most of these issues aren’t on purpose - they’re a result of never asking hard questions in the first place.\n\nEvery single question in this episode is designed to expose real-world communication problems before they cost you a deal or a customer. These are the questions that separate amateur tech advisors from trusted experts – and they’re exactly how you position a better system without sounding salesy.\n\nIf you’re a technology advisor, a channel partner, or even a business owner yourself, this is 20 minutes of discovery gold. Don’t waste time pitching – ask better questions, uncover the gaps, and let the customer ask you for the fix.","content_html":"\u003cp\u003e*\u003cem\u003eWhat if one question could expose everything wrong with your customer experience?\u003cbr\u003e\n*\u003c/em\u003e\u003cbr\u003e\nMost businesses think their phone systems are “fine” – until you start asking the right questions. In this episode of CX Without the BS, we rip off the band-aid and walk through 10 brutally direct questions that reveal how your phone system is actually performing. You’ll walk away with a cheat code to uncover hidden CX gaps – the kind that are quietly costing money, frustrating customers, and demoralizing teams.\u003c/p\u003e\n\n\u003cp\u003eThese aren’t softballs. We’re skipping the fluff and diving straight into the conversations you should be having with every client, every time. From missed call tracking to personal cell phone usage, every question pulls back the curtain on a broken or duct-taped system. If you’ve ever heard a business say “we’re fine,” you’ll want to press play.\u003c/p\u003e\n\n\u003cp\u003eWe break down each question, not just with what to ask, but why it matters. You’ll learn how to spot blind spots in visibility, poor integrations, slow resolutions, voicemail chaos, and the myth of “happy customers” as a CX metric. Most of these issues aren’t on purpose - they’re a result of never asking hard questions in the first place.\u003c/p\u003e\n\n\u003cp\u003eEvery single question in this episode is designed to expose real-world communication problems before they cost you a deal or a customer. These are the questions that separate amateur tech advisors from trusted experts – and they’re exactly how you position a better system without sounding salesy.\u003c/p\u003e\n\n\u003cp\u003eIf you’re a technology advisor, a channel partner, or even a business owner yourself, this is 20 minutes of discovery gold. Don’t waste time pitching – ask better questions, uncover the gaps, and let the customer ask you for the fix.\u003c/p\u003e","summary":"Most SMBs aren’t choosing the wrong phone system on purpose – they’re just not asking the right questions. In this week’s CX Without the BS, I’m breaking down 10 brutally honest questions that expose hidden CX problems fast. Listen, learn, and level up.","date_published":"2025-07-01T13:00:00.000-04:00","attachments":[{"url":"https://aphid.fireside.fm/d/1437767933/b6ecde51-9751-4bc2-8830-d814180321a2/5d7d3918-1cb6-4243-9416-afcb3d6095c8.mp3","mime_type":"audio/mpeg","size_in_bytes":8801016,"duration_in_seconds":550}]},{"id":"1a1fffc5-bc4d-44a5-9c65-d0ffad224cdf","title":"5 Mistakes SMBs Make When Choosing UCaaS (and How to Avoid Them)","url":"https://cswithoutthebs.fireside.fm/5-mistakes-smbs-make-when-choosing-ucaas-and-how-to-avoid-them","content_text":"Are You Making These 5 Mistakes When Choosing Your UC Provider?\n\nIn today's episode of CX Without the BS, we're diving into one of the most critical decisions SMBs make – choosing the right UCaaS provider. This choice can make or break your business, but so many small and mid-sized businesses end up in costly, regret-filled contracts because they overlooked these simple, yet critical factors. Whether you're a technology advisor or an internal IT leader, don't miss these crucial insights that could save you from years of headaches and frustration. Ready to avoid the pitfalls? Keep watching.\n\nChoosing the cheapest UCaaS option can sound tempting, but often, it’s a recipe for disaster. We break down how prioritizing price over value can leave your business scrambling for costly repairs and upgrades. But it’s not just about cheap options – it's about ensuring that the UC system you choose works with your business, not against it. We’ll give you a better way to think about value – so your system actually works for you.\n\nNext, we tackle one of the biggest traps – long-term contracts. How many SMBs get locked into 3+ year agreements with providers they’ve only just met? It's a nightmare waiting to happen. We're here to show you why flexibility isn’t just nice – it’s necessary. Don't let a vendor lock you into a bad deal. We've got the insights on how to avoid being stuck in contracts that don't serve you.\n\nSupport can make or break your UC experience. In this episode, we discuss how many SMBs assume 24/7 support is a given, but more often than not, they get stuck with chatbots and slow responses. If your phones go down during rush hour, do you want to talk to a bot, or do you want someone who knows your system inside and out? Tune in to learn what truly good support looks like and how to get it.\n\nMany SMBs miss out on key reporting and visibility tools that are crucial for tracking call data, performance, and customer experience. Flying blind in your business is not an option anymore. We’re showing you how visibility can give you the power to improve, optimize, and grow, so your system can actually help you make better decisions.\n\nFinally, don't overlook the importance of integrations. We dive into how UCaaS systems should work seamlessly with your CRM, calendar, and other tools. A disconnected system is a fragmented system, and we’ll show you how to ensure your provider can integrate and enhance your existing tools – without costing you extra.\n\nIf you’re ready to make smarter, more informed decisions about your UCaaS provider, this episode is for you. Stay tuned for a quick wrap-up, and hear how Level365 offers SMBs month-to-month contracts, real support, and integrations that actually work.","content_html":"\u003cp\u003eAre You Making These 5 Mistakes When Choosing Your UC Provider?\u003c/p\u003e\n\n\u003cp\u003eIn today\u0026#39;s episode of CX Without the BS, we\u0026#39;re diving into one of the most critical decisions SMBs make – choosing the right UCaaS provider. This choice can make or break your business, but so many small and mid-sized businesses end up in costly, regret-filled contracts because they overlooked these simple, yet critical factors. Whether you\u0026#39;re a technology advisor or an internal IT leader, don\u0026#39;t miss these crucial insights that could save you from years of headaches and frustration. Ready to avoid the pitfalls? Keep watching.\u003c/p\u003e\n\n\u003cp\u003eChoosing the cheapest UCaaS option can sound tempting, but often, it’s a recipe for disaster. We break down how prioritizing price over value can leave your business scrambling for costly repairs and upgrades. But it’s not just about cheap options – it\u0026#39;s about ensuring that the UC system you choose works with your business, not against it. We’ll give you a better way to think about value – so your system actually works for you.\u003c/p\u003e\n\n\u003cp\u003eNext, we tackle one of the biggest traps – long-term contracts. How many SMBs get locked into 3+ year agreements with providers they’ve only just met? It\u0026#39;s a nightmare waiting to happen. We\u0026#39;re here to show you why flexibility isn’t just nice – it’s necessary. Don\u0026#39;t let a vendor lock you into a bad deal. We\u0026#39;ve got the insights on how to avoid being stuck in contracts that don\u0026#39;t serve you.\u003c/p\u003e\n\n\u003cp\u003eSupport can make or break your UC experience. In this episode, we discuss how many SMBs assume 24/7 support is a given, but more often than not, they get stuck with chatbots and slow responses. If your phones go down during rush hour, do you want to talk to a bot, or do you want someone who knows your system inside and out? Tune in to learn what truly good support looks like and how to get it.\u003c/p\u003e\n\n\u003cp\u003eMany SMBs miss out on key reporting and visibility tools that are crucial for tracking call data, performance, and customer experience. Flying blind in your business is not an option anymore. We’re showing you how visibility can give you the power to improve, optimize, and grow, so your system can actually help you make better decisions.\u003c/p\u003e\n\n\u003cp\u003eFinally, don\u0026#39;t overlook the importance of integrations. We dive into how UCaaS systems should work seamlessly with your CRM, calendar, and other tools. A disconnected system is a fragmented system, and we’ll show you how to ensure your provider can integrate and enhance your existing tools – without costing you extra.\u003c/p\u003e\n\n\u003cp\u003eIf you’re ready to make smarter, more informed decisions about your UCaaS provider, this episode is for you. Stay tuned for a quick wrap-up, and hear how Level365 offers SMBs month-to-month contracts, real support, and integrations that actually work.\u003c/p\u003e","summary":"In this episode, we uncover the five critical mistakes SMBs make when choosing a UCaaS provider – and how you can avoid them to save time, money, and stress.","date_published":"2025-06-24T14:00:00.000-04:00","attachments":[{"url":"https://aphid.fireside.fm/d/1437767933/b6ecde51-9751-4bc2-8830-d814180321a2/1a1fffc5-bc4d-44a5-9c65-d0ffad224cdf.mp3","mime_type":"audio/mpeg","size_in_bytes":7469656,"duration_in_seconds":466}]},{"id":"15ff5f6c-ebbd-4f0c-bdbd-7a5ab0bc9a9a","title":"Is Your CX Provider Lying to You?","url":"https://cswithoutthebs.fireside.fm/is-your-cx-provider-lying-to-you","content_text":"Are you tired of the BS in customer experience technology? What if there was someone who could cut through the noise and tell you exactly what's wrong with today's CX industry - especially when it comes to serving small and medium-sized businesses? Meet Daniel Vaughan, a refreshingly honest voice who's challenging the status quo and exposing the truth about what really matters in customer experience.\n\nIn this explosive episode of CX Without the BS, Daniel shares his journey from sustainability graduate to accidental tech sales professional, revealing how multiple career setbacks led him to create Emmettson ROI. His approach? Actually giving a damn about clients and refusing to play the typical channel games that plague our industry.\n\nBrian and Tom dive deep with Daniel into why so many CX providers ignore smaller businesses, and how this massive gap in the market is leaving countless companies underserved. The conversation gets particularly heated when discussing the \"zoo bears\" of the industry - those comfortable legacy players who've stopped innovating and started coasting.\n\nThe group tackles the elephant in the room: how empty \"empathy\" has become in corporate mission statements, and why most companies' claims about caring for customers are completely hollow. Daniel explains his unique approach to research and client relationships, demonstrating why actually doing your homework matters more than making endless cold calls.\n\nThis episode isn't just another tech discussion - it's a wake-up call for anyone involved in customer experience, technology sales, or business consulting. Whether you're a seasoned professional or new to the industry, you'll walk away with a fresh perspective on what it means to truly serve clients rather than just sell to them.","content_html":"\u003cp\u003eAre you tired of the BS in customer experience technology? What if there was someone who could cut through the noise and tell you exactly what\u0026#39;s wrong with today\u0026#39;s CX industry - especially when it comes to serving small and medium-sized businesses? Meet Daniel Vaughan, a refreshingly honest voice who\u0026#39;s challenging the status quo and exposing the truth about what really matters in customer experience.\u003c/p\u003e\n\n\u003cp\u003eIn this explosive episode of CX Without the BS, Daniel shares his journey from sustainability graduate to accidental tech sales professional, revealing how multiple career setbacks led him to create Emmettson ROI. His approach? Actually giving a damn about clients and refusing to play the typical channel games that plague our industry.\u003c/p\u003e\n\n\u003cp\u003eBrian and Tom dive deep with Daniel into why so many CX providers ignore smaller businesses, and how this massive gap in the market is leaving countless companies underserved. The conversation gets particularly heated when discussing the \u0026quot;zoo bears\u0026quot; of the industry - those comfortable legacy players who\u0026#39;ve stopped innovating and started coasting.\u003c/p\u003e\n\n\u003cp\u003eThe group tackles the elephant in the room: how empty \u0026quot;empathy\u0026quot; has become in corporate mission statements, and why most companies\u0026#39; claims about caring for customers are completely hollow. Daniel explains his unique approach to research and client relationships, demonstrating why actually doing your homework matters more than making endless cold calls.\u003c/p\u003e\n\n\u003cp\u003eThis episode isn\u0026#39;t just another tech discussion - it\u0026#39;s a wake-up call for anyone involved in customer experience, technology sales, or business consulting. Whether you\u0026#39;re a seasoned professional or new to the industry, you\u0026#39;ll walk away with a fresh perspective on what it means to truly serve clients rather than just sell to them.\u003c/p\u003e","summary":"What if there was someone who could cut through the noise and tell you exactly what's wrong with today's CX industry - especially when it comes to serving small and medium-sized businesses? Meet Daniel Vaughan, a refreshingly honest voice who's challenging the status quo and exposing the truth about what really matters in customer experience.","date_published":"2024-12-02T12:00:00.000-05:00","attachments":[{"url":"https://aphid.fireside.fm/d/1437767933/b6ecde51-9751-4bc2-8830-d814180321a2/15ff5f6c-ebbd-4f0c-bdbd-7a5ab0bc9a9a.mp3","mime_type":"audio/mpeg","size_in_bytes":58454567,"duration_in_seconds":3653}]},{"id":"16b256f4-4c44-4e8c-9aa1-5186e48a5b2e","title":"How to Fix BAD Customer Service | Why Your Company Story Matters to Customers","url":"https://cswithoutthebs.fireside.fm/how-to-fix-bad-customer-service-why-your-company-story-matters-to-customers","content_text":"Are you struggling to connect with your customers on a deeper level? Do you want to transform your company's story into a powerful tool that drives engagement and loyalty? In this episode of CX without the BS, Brian Nichols and Tom Milligan sit down with Andrea Sampson, a storytelling expert from Talk Boutique, to uncover the secrets of crafting compelling narratives that resonate with both employees and customers alike.\n\nDiscover how storytelling can revolutionize your customer experience strategy. Andrea shares invaluable insights on how to create a cohesive company story that empowers frontline employees, aligns with customer expectations, and ultimately drives business success. Learn why empty promises are the biggest pitfall in CX and how to avoid them by truly embodying your brand's narrative.\n\nExplore the fascinating world of story archetypes and how they can be applied to your business. From \"overcoming the monster\" to \"the hero's journey,\" Andrea explains how these timeless narrative structures can help your company connect with customers on an emotional level. Find out how to use metaphors and analogies to simplify complex ideas and create memorable experiences for your audience.\n\nUncover the importance of empowering your customer service representatives with the tools, training, and authority they need to truly represent your brand's promise. Andrea emphasizes the critical role of internal alignment and how it translates to exceptional customer experiences. Learn why investing in your employees' understanding of your company's story is just as crucial as your external marketing efforts.\n\nGet ready to transform your approach to customer experience with actionable advice from a true industry expert. Whether you're a CX professional, business owner, or anyone interested in the power of storytelling, this episode is packed with valuable insights that will help you create meaningful connections with your audience. Don't miss this opportunity to elevate your CX strategy and stand out in a crowded marketplace!","content_html":"\u003cp\u003eAre you struggling to connect with your customers on a deeper level? Do you want to transform your company\u0026#39;s story into a powerful tool that drives engagement and loyalty? In this episode of CX without the BS, Brian Nichols and Tom Milligan sit down with Andrea Sampson, a storytelling expert from Talk Boutique, to uncover the secrets of crafting compelling narratives that resonate with both employees and customers alike.\u003c/p\u003e\n\n\u003cp\u003eDiscover how storytelling can revolutionize your customer experience strategy. Andrea shares invaluable insights on how to create a cohesive company story that empowers frontline employees, aligns with customer expectations, and ultimately drives business success. Learn why empty promises are the biggest pitfall in CX and how to avoid them by truly embodying your brand\u0026#39;s narrative.\u003c/p\u003e\n\n\u003cp\u003eExplore the fascinating world of story archetypes and how they can be applied to your business. From \u0026quot;overcoming the monster\u0026quot; to \u0026quot;the hero\u0026#39;s journey,\u0026quot; Andrea explains how these timeless narrative structures can help your company connect with customers on an emotional level. Find out how to use metaphors and analogies to simplify complex ideas and create memorable experiences for your audience.\u003c/p\u003e\n\n\u003cp\u003eUncover the importance of empowering your customer service representatives with the tools, training, and authority they need to truly represent your brand\u0026#39;s promise. Andrea emphasizes the critical role of internal alignment and how it translates to exceptional customer experiences. Learn why investing in your employees\u0026#39; understanding of your company\u0026#39;s story is just as crucial as your external marketing efforts.\u003c/p\u003e\n\n\u003cp\u003eGet ready to transform your approach to customer experience with actionable advice from a true industry expert. Whether you\u0026#39;re a CX professional, business owner, or anyone interested in the power of storytelling, this episode is packed with valuable insights that will help you create meaningful connections with your audience. Don\u0026#39;t miss this opportunity to elevate your CX strategy and stand out in a crowded marketplace!\u003c/p\u003e","summary":"Discover how crafting a compelling company story can transform your customer experience, empower your employees, and turn dissatisfied customers into loyal fans by aligning your brand's promises with real-world actions.","date_published":"2024-08-09T14:00:00.000-04:00","attachments":[{"url":"https://aphid.fireside.fm/d/1437767933/b6ecde51-9751-4bc2-8830-d814180321a2/16b256f4-4c44-4e8c-9aa1-5186e48a5b2e.mp3","mime_type":"audio/mpeg","size_in_bytes":50936735,"duration_in_seconds":3183}]},{"id":"84cd492b-ac1d-4e30-b021-890bc87e0b4a","title":"Customer Service Secrets | Turning DISASTERS into Opportunities","url":"https://cswithoutthebs.fireside.fm/customer-service-secrets-turning-disasters-into-opportunities","content_text":"Have you ever wondered how a potentially disastrous customer experience can turn into a brand loyalty-building opportunity? In this episode of CX Without the BS, we dive into a real-life travel nightmare that unexpectedly strengthened one customer's allegiance to a major airline. What could have been a PR disaster instead became a masterclass in customer service recovery.\n\nJoin hosts Brian Nichols and Tom Milligan as they welcome guest Tripp Robinson, who shares his recent ordeal with Delta Airlines during the CrowdStrike outage. Tripp's story takes us through canceled flights, long hold times, and airport chaos, but ultimately reveals how Delta's response transformed frustration into appreciation. Learn why Tripp, despite the inconvenience, emerged from this experience with an even stronger loyalty to the airline.\n\nThe conversation expands beyond Tripp's story, exploring the broader implications of customer experience in today's business landscape. The hosts and guest discuss the power of empowering frontline employees, the importance of proactive communication, and the lasting impact of how companies handle service failures. They also touch on the controversial topic of AI in customer service, debunking myths about job replacement.\n\nThroughout the episode, listeners will gain valuable insights into what makes for exceptional customer experience, even in the face of adversity. The hosts share their own experiences with both positive and negative CX, including Tom's infamous creation of the \"I Hate Frontier Airlines\" Facebook group, which now boasts nearly 10,000 members. These real-world examples illustrate the long-term consequences of how businesses choose to address customer issues.\n\nWhether you're a business owner, a customer service professional, or simply someone interested in understanding what drives customer loyalty, this episode offers a wealth of practical takeaways. From the importance of personalized solutions to the power of small gestures, you'll learn how to turn potential CX disasters into opportunities for strengthening customer relationships. Don't miss this engaging discussion that proves why customer experience is about so much more than just technology.","content_html":"\u003cp\u003eHave you ever wondered how a potentially disastrous customer experience can turn into a brand loyalty-building opportunity? In this episode of CX Without the BS, we dive into a real-life travel nightmare that unexpectedly strengthened one customer\u0026#39;s allegiance to a major airline. What could have been a PR disaster instead became a masterclass in customer service recovery.\u003c/p\u003e\n\n\u003cp\u003eJoin hosts Brian Nichols and Tom Milligan as they welcome guest Tripp Robinson, who shares his recent ordeal with Delta Airlines during the CrowdStrike outage. Tripp\u0026#39;s story takes us through canceled flights, long hold times, and airport chaos, but ultimately reveals how Delta\u0026#39;s response transformed frustration into appreciation. Learn why Tripp, despite the inconvenience, emerged from this experience with an even stronger loyalty to the airline.\u003c/p\u003e\n\n\u003cp\u003eThe conversation expands beyond Tripp\u0026#39;s story, exploring the broader implications of customer experience in today\u0026#39;s business landscape. The hosts and guest discuss the power of empowering frontline employees, the importance of proactive communication, and the lasting impact of how companies handle service failures. They also touch on the controversial topic of AI in customer service, debunking myths about job replacement.\u003c/p\u003e\n\n\u003cp\u003eThroughout the episode, listeners will gain valuable insights into what makes for exceptional customer experience, even in the face of adversity. The hosts share their own experiences with both positive and negative CX, including Tom\u0026#39;s infamous creation of the \u0026quot;\u003ca href=\"https://www.facebook.com/groups/ihatefrontierairlines/about\" rel=\"nofollow\"\u003eI Hate Frontier Airlines\u003c/a\u003e\u0026quot; Facebook group, which now boasts nearly 10,000 members. These real-world examples illustrate the long-term consequences of how businesses choose to address customer issues.\u003c/p\u003e\n\n\u003cp\u003eWhether you\u0026#39;re a business owner, a customer service professional, or simply someone interested in understanding what drives customer loyalty, this episode offers a wealth of practical takeaways. From the importance of personalized solutions to the power of small gestures, you\u0026#39;ll learn how to turn potential CX disasters into opportunities for strengthening customer relationships. Don\u0026#39;t miss this engaging discussion that proves why customer experience is about so much more than just technology.\u003c/p\u003e","summary":"A travel nightmare turns into a masterclass in customer loyalty as Delta Airlines demonstrates how effective customer service recovery can transform a potentially disastrous experience into an opportunity to strengthen brand allegiance, highlighting the critical importance of empowering frontline employees and prioritizing personalized solutions in creating exceptional customer experiences.","date_published":"2024-08-02T10:00:00.000-04:00","attachments":[{"url":"https://aphid.fireside.fm/d/1437767933/b6ecde51-9751-4bc2-8830-d814180321a2/84cd492b-ac1d-4e30-b021-890bc87e0b4a.mp3","mime_type":"audio/mpeg","size_in_bytes":45704304,"duration_in_seconds":2856}]},{"id":"75649398-cbc3-4fe1-8aae-3845f4503db8","title":"Top 3 AI Myths in Contact Centers: BUSTED","url":"https://cswithoutthebs.fireside.fm/top-3-ai-myths-in-contact-centers-busted","content_text":"Is AI revolutionizing the contact center industry, or is it just another overhyped buzzword? In this episode of CX Without the BS, hosts Brian Nichols and Tom Milligan dive deep into the world of customer experience with Fred Stacey, CEO of Cloud Tech Gurus. Fred's journey from phone agent to industry leader provides a unique perspective on the evolving landscape of CX technology. But what's really happening behind the scenes? Are companies truly benefiting from AI, or are they falling victim to exaggerated marketing claims?\n\nFred shares his insights on the current state of AI in contact centers, revealing that while some companies are making significant strides, many are still struggling to separate fact from fiction. He discusses the challenges faced by both buyers and sellers in a market flooded with new AI-powered solutions. Is the promise of AI-driven efficiency and cost savings living up to the hype, or are we witnessing another tech bubble?\n\nThe conversation takes an interesting turn as Fred explores the human side of contact center operations. Despite the rise of AI, he emphasizes the continued importance of employee experience in delivering exceptional customer service. But how can companies balance the adoption of new technologies with the need to invest in their people? Fred offers valuable insights on leadership, training, and creating career paths for contact center employees.\n\nAs the discussion progresses, Fred addresses the biggest \"BS\" he's encountered in the industry over the past year. His candid assessment of marketing practices in the AI space is both eye-opening and thought-provoking. Are companies overpromising and underdelivering when it comes to AI capabilities? Fred's perspective on this issue is sure to spark debate among industry professionals.\n\nThe episode concludes with practical advice for navigating the complex world of contact center technology. Fred shares his thoughts on how companies can make informed decisions when evaluating AI solutions and offers a glimpse into the future of CX. Whether you're a seasoned industry veteran or new to the world of customer experience, this episode of CX Without the BS provides valuable insights and a healthy dose of reality in an increasingly AI-driven landscape.","content_html":"\u003cp\u003eIs AI revolutionizing the contact center industry, or is it just another overhyped buzzword? In this episode of CX Without the BS, hosts Brian Nichols and Tom Milligan dive deep into the world of customer experience with Fred Stacey, CEO of Cloud Tech Gurus. Fred\u0026#39;s journey from phone agent to industry leader provides a unique perspective on the evolving landscape of CX technology. But what\u0026#39;s really happening behind the scenes? Are companies truly benefiting from AI, or are they falling victim to exaggerated marketing claims?\u003c/p\u003e\n\n\u003cp\u003eFred shares his insights on the current state of AI in contact centers, revealing that while some companies are making significant strides, many are still struggling to separate fact from fiction. He discusses the challenges faced by both buyers and sellers in a market flooded with new AI-powered solutions. Is the promise of AI-driven efficiency and cost savings living up to the hype, or are we witnessing another tech bubble?\u003c/p\u003e\n\n\u003cp\u003eThe conversation takes an interesting turn as Fred explores the human side of contact center operations. Despite the rise of AI, he emphasizes the continued importance of employee experience in delivering exceptional customer service. But how can companies balance the adoption of new technologies with the need to invest in their people? Fred offers valuable insights on leadership, training, and creating career paths for contact center employees.\u003c/p\u003e\n\n\u003cp\u003eAs the discussion progresses, Fred addresses the biggest \u0026quot;BS\u0026quot; he\u0026#39;s encountered in the industry over the past year. His candid assessment of marketing practices in the AI space is both eye-opening and thought-provoking. Are companies overpromising and underdelivering when it comes to AI capabilities? Fred\u0026#39;s perspective on this issue is sure to spark debate among industry professionals.\u003c/p\u003e\n\n\u003cp\u003eThe episode concludes with practical advice for navigating the complex world of contact center technology. Fred shares his thoughts on how companies can make informed decisions when evaluating AI solutions and offers a glimpse into the future of CX. Whether you\u0026#39;re a seasoned industry veteran or new to the world of customer experience, this episode of CX Without the BS provides valuable insights and a healthy dose of reality in an increasingly AI-driven landscape.\u003c/p\u003e","summary":"A contact center industry veteran exposes the truth about AI in customer experience, revealing both its transformative potential and the rampant marketing hype, while emphasizing the enduring importance of human agents in delivering exceptional service.","date_published":"2024-07-26T12:00:00.000-04:00","attachments":[{"url":"https://aphid.fireside.fm/d/1437767933/b6ecde51-9751-4bc2-8830-d814180321a2/75649398-cbc3-4fe1-8aae-3845f4503db8.mp3","mime_type":"audio/mpeg","size_in_bytes":50086606,"duration_in_seconds":3130}]},{"id":"86eb28bc-ebad-40f2-8290-9322b8b9c3eb","title":"Can Small Businesses Really Use AI? | 5 Ways AI Can Help Your Small Business TODAY","url":"https://cswithoutthebs.fireside.fm/can-small-businesses-really-use-ai-5-ways-ai-can-help-your-small-business-today","content_text":"Is AI the ultimate game-changer for CX, or are we on the brink of a technological apocalypse? In this episode of CX Without the BS, Brian and Tom sit down with Jason Lowe, the original JLo and AI guru, to unpack the jaw-dropping potential and terrifying risks of artificial intelligence in customer experience. From accidental discoveries to potential doomsday scenarios, this conversation will leave you questioning everything you thought you knew about AI and its impact on business.\n\nDive into the shocking statistics that reveal how AI adoption has skyrocketed in just one year, with 79% of companies now implementing AI solutions to keep up with their competitors. But are they truly prepared for the consequences? Jason Lowe, Solution Architect for AI and CX at Telarus, shares his expert insights on the current state of AI in the industry and why small businesses need to wake up to its potential before it's too late.\n\nPrepare to have your mind blown as the trio explores the unexpected origins of everyday inventions and draws parallels to the unpredictable future of AI. From chainsaws originally designed for childbirth to the accidental discovery of GPU processing for AI, this episode will challenge your perceptions and leave you wondering what other innovations might be lurking just around the corner.\n\nGet ready for a rollercoaster ride through the ethical dilemmas and regulatory challenges facing AI development. With autonomous AI agents now capable of hacking websites, the need for effective governance has never been more critical. But can regulations keep pace with the breakneck speed of technological advancement? Jason Lowe offers his unique perspective on the delicate balance between innovation and safety in the AI landscape.\n\nDon't miss this captivating masterclass in AI for CX, packed with eye-opening insights, terrifying possibilities, and a healthy dose of humor. Whether you're an AI enthusiast, a CX professional, or simply curious about the future of technology, this episode of CX Without the BS is guaranteed to leave you both informed and entertained. Tune in now and join the conversation that's shaping the future of customer experience!","content_html":"\u003cp\u003eIs AI the ultimate game-changer for CX, or are we on the brink of a technological apocalypse? In this episode of CX Without the BS, Brian and Tom sit down with Jason Lowe, the original JLo and AI guru, to unpack the jaw-dropping potential and terrifying risks of artificial intelligence in customer experience. From accidental discoveries to potential doomsday scenarios, this conversation will leave you questioning everything you thought you knew about AI and its impact on business.\u003c/p\u003e\n\n\u003cp\u003eDive into the shocking statistics that reveal how AI adoption has skyrocketed in just one year, with 79% of companies now implementing AI solutions to keep up with their competitors. But are they truly prepared for the consequences? Jason Lowe, Solution Architect for AI and CX at Telarus, shares his expert insights on the current state of AI in the industry and why small businesses need to wake up to its potential before it\u0026#39;s too late.\u003c/p\u003e\n\n\u003cp\u003ePrepare to have your mind blown as the trio explores the unexpected origins of everyday inventions and draws parallels to the unpredictable future of AI. From chainsaws originally designed for childbirth to the accidental discovery of GPU processing for AI, this episode will challenge your perceptions and leave you wondering what other innovations might be lurking just around the corner.\u003c/p\u003e\n\n\u003cp\u003eGet ready for a rollercoaster ride through the ethical dilemmas and regulatory challenges facing AI development. With autonomous AI agents now capable of hacking websites, the need for effective governance has never been more critical. But can regulations keep pace with the breakneck speed of technological advancement? Jason Lowe offers his unique perspective on the delicate balance between innovation and safety in the AI landscape.\u003c/p\u003e\n\n\u003cp\u003eDon\u0026#39;t miss this captivating masterclass in AI for CX, packed with eye-opening insights, terrifying possibilities, and a healthy dose of humor. Whether you\u0026#39;re an AI enthusiast, a CX professional, or simply curious about the future of technology, this episode of CX Without the BS is guaranteed to leave you both informed and entertained. Tune in now and join the conversation that\u0026#39;s shaping the future of customer experience!\u003c/p\u003e","summary":"AI expert Jason Lowe reveals how artificial intelligence is revolutionizing customer experience, offering unprecedented opportunities for businesses of all sizes while simultaneously posing potential risks that demand careful consideration and regulation.","date_published":"2024-07-19T10:00:00.000-04:00","attachments":[{"url":"https://aphid.fireside.fm/d/1437767933/b6ecde51-9751-4bc2-8830-d814180321a2/86eb28bc-ebad-40f2-8290-9322b8b9c3eb.mp3","mime_type":"audio/mpeg","size_in_bytes":57130890,"duration_in_seconds":3570}]},{"id":"cd0a0a00-850c-48d8-9c32-9fed9e77af04","title":"What are the BEST AI Tools for Customer Support?","url":"https://cswithoutthebs.fireside.fm/what-are-the-best-ai-tools-for-customer-support","content_text":"Are you tired of the AI hype in the contact center industry? Want to know what's really behind the buzzwords and how to leverage AI effectively for your business?\n\nIn this week's episode of CX Without the BS, hosts Brian Nichols and Tom Milligan sit down with Aarde Cosseboom, co-founder of Clarity CX and creator of Palomar.com. Aarde pulls back the curtain on the reality of AI in customer experience, exposing the BS and highlighting truly innovative solutions. With his unique background as both a contact center leader and tech enthusiast, Aarde offers invaluable insights into the current state of AI and its practical applications.\n\nDiscover why most \"AI\" tools are just glorified chatbots and learn how to identify genuine AI solutions that can transform your business. Aarde breaks down the evolution of contact center technology, from the cloud migration craze to the current AI revolution, and explains why feature matrices have become largely irrelevant in today's market. You'll gain a deeper understanding of conversational AI, its data requirements, and how it differs from other forms of artificial intelligence.\n\nThe conversation takes an exciting turn as Aarde introduces Palomar, an innovative AI-powered tool designed to help businesses find the right CX technologies. Unlike traditional search engines or review sites, Palomar acts as a virtual consultant, asking probing questions to understand your unique needs before providing tailored recommendations. Learn how this game-changing platform is set to disrupt the entire sales process in the CX industry.","content_html":"\u003cp\u003eAre you tired of the AI hype in the contact center industry? Want to know what\u0026#39;s really behind the buzzwords and how to leverage AI effectively for your business?\u003c/p\u003e\n\n\u003cp\u003eIn this week\u0026#39;s episode of CX Without the BS, hosts Brian Nichols and Tom Milligan sit down with Aarde Cosseboom, co-founder of Clarity CX and creator of Palomar.com. Aarde pulls back the curtain on the reality of AI in customer experience, exposing the BS and highlighting truly innovative solutions. With his unique background as both a contact center leader and tech enthusiast, Aarde offers invaluable insights into the current state of AI and its practical applications.\u003c/p\u003e\n\n\u003cp\u003eDiscover why most \u0026quot;AI\u0026quot; tools are just glorified chatbots and learn how to identify genuine AI solutions that can transform your business. Aarde breaks down the evolution of contact center technology, from the cloud migration craze to the current AI revolution, and explains why feature matrices have become largely irrelevant in today\u0026#39;s market. You\u0026#39;ll gain a deeper understanding of conversational AI, its data requirements, and how it differs from other forms of artificial intelligence.\u003c/p\u003e\n\n\u003cp\u003eThe conversation takes an exciting turn as Aarde introduces Palomar, an innovative AI-powered tool designed to help businesses find the right CX technologies. Unlike traditional search engines or review sites, Palomar acts as a virtual consultant, asking probing questions to understand your unique needs before providing tailored recommendations. Learn how this game-changing platform is set to disrupt the entire sales process in the CX industry.\u003c/p\u003e","summary":"AI expert exposes the hype and reality of artificial intelligence in customer experience, offering practical insights on how businesses can leverage genuine AI solutions to transform their contact centers and improve customer service.","date_published":"2024-07-12T07:00:00.000-04:00","attachments":[{"url":"https://aphid.fireside.fm/d/1437767933/b6ecde51-9751-4bc2-8830-d814180321a2/cd0a0a00-850c-48d8-9c32-9fed9e77af04.mp3","mime_type":"audio/mpeg","size_in_bytes":45817989,"duration_in_seconds":2863}]},{"id":"023828de-3d10-4f7a-90b2-ecc1761f82c5","title":"Fix Your Customer Service Like We Fixed Our Health","url":"https://cswithoutthebs.fireside.fm/fix-your-customer-service-like-we-fixed-our-health","content_text":"Are you struggling with weight loss and looking for inspiration? Have you ever wondered how successful weight loss journeys can relate to customer experience in business? In this captivating episode of CX without the BS, hosts Brian Nichols and Tom Milligan share their personal weight loss stories and draw surprising parallels to the world of customer experience.\n\nBrian and Tom open up about their lifelong struggles with weight, revealing the emotional and physical challenges they faced. From feeling self-conscious to experiencing health issues, they discuss the turning points that led them to make significant lifestyle changes. Tom shares his experience with gastric sleeve surgery, while Brian details his journey of losing over 180 pounds through diet and exercise.\n\nLater, Brian and Tom draw connections between weight loss journeys and customer experience strategies. They explore how the \"quick fix\" mentality in both weight loss and business can lead to unintended consequences. Using examples from previous episodes, they discuss how rushing to implement AI solutions without proper preparation can backfire, much like fad diets or weight loss drugs.\n\nBrian and Tom revisit key insights from past guests, including Michael Del Signore era's thoughts on AI hype, Pam's frustrating customer service experience, Andy Bird's 20+ hour wait while on-hold, and Charlie Newark-French's perspective on marketing BS. They emphasize the importance of building strong foundations before implementing new technologies or strategies, whether in personal health or business practices.\n\nThe hosts conclude by reflecting on the value of gradual, sustainable progress in both weight loss and customer experience. They encourage listeners to focus on long-term solutions rather than quick fixes, and to be wary of overhyped promises in both realms. This episode offers a unique blend of personal storytelling and professional insights, making it a must-listen for anyone interested in customer experience, personal growth, or the unexpected connections between the two.","content_html":"\u003cp\u003eAre you struggling with weight loss and looking for inspiration? Have you ever wondered how successful weight loss journeys can relate to customer experience in business? In this captivating episode of CX without the BS, hosts Brian Nichols and Tom Milligan share their personal weight loss stories and draw surprising parallels to the world of customer experience.\u003c/p\u003e\n\n\u003cp\u003eBrian and Tom open up about their lifelong struggles with weight, revealing the emotional and physical challenges they faced. From feeling self-conscious to experiencing health issues, they discuss the turning points that led them to make significant lifestyle changes. Tom shares his experience with gastric sleeve surgery, while Brian details his journey of losing over 180 pounds through diet and exercise.\u003c/p\u003e\n\n\u003cp\u003eLater, Brian and Tom draw connections between weight loss journeys and customer experience strategies. They explore how the \u0026quot;quick fix\u0026quot; mentality in both weight loss and business can lead to unintended consequences. Using examples from previous episodes, they discuss how rushing to implement AI solutions without proper preparation can backfire, much like fad diets or weight loss drugs.\u003c/p\u003e\n\n\u003cp\u003eBrian and Tom revisit key insights from past guests, including Michael Del Signore era\u0026#39;s thoughts on AI hype, Pam\u0026#39;s frustrating customer service experience, Andy Bird\u0026#39;s 20+ hour wait while on-hold, and Charlie Newark-French\u0026#39;s perspective on marketing BS. They emphasize the importance of building strong foundations before implementing new technologies or strategies, whether in personal health or business practices.\u003c/p\u003e\n\n\u003cp\u003eThe hosts conclude by reflecting on the value of gradual, sustainable progress in both weight loss and customer experience. They encourage listeners to focus on long-term solutions rather than quick fixes, and to be wary of overhyped promises in both realms. This episode offers a unique blend of personal storytelling and professional insights, making it a must-listen for anyone interested in customer experience, personal growth, or the unexpected connections between the two.\u003c/p\u003e","summary":"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.","date_published":"2024-06-28T08:00:00.000-04:00","attachments":[{"url":"https://aphid.fireside.fm/d/1437767933/b6ecde51-9751-4bc2-8830-d814180321a2/023828de-3d10-4f7a-90b2-ecc1761f82c5.mp3","mime_type":"audio/mpeg","size_in_bytes":35232337,"duration_in_seconds":2202}]},{"id":"4d98a80b-6887-4a29-8132-21da7d63a44f","title":"The Biggest Problems in Customer Service (and How to FIX Them!)","url":"https://cswithoutthebs.fireside.fm/the-biggest-problems-in-customer-service-and-how-to-fix-them","content_text":"Are you ready to uncover the untold stories and groundbreaking innovations in the customer experience (CX) industry? In this episode of \"CX Without the BS,\" hosts Tom Milligan and Brian Nichols sit down with the legendary Jon Heaps, often referred to as the \"godfather of the channel.\" This conversation dives deep into the evolution of CX, from the early days of cloud technology to the revolutionary advancements in AI that are transforming how businesses interact with their customers. If you're passionate about CX, technology, or just love a good industry insider story, this episode is a must-watch!\n\nJon Heaps shares his incredible journey, starting from his early days at UCN, which later became NICE CXone, to his pivotal roles at Talkdesk and Observe.AI. Discover how Jon and his colleagues pioneered cloud-based contact centers before \"cloud\" was even a buzzword, and how they faced skepticism and challenges head-on to create a multi-billion dollar industry. This episode is packed with fascinating anecdotes and insights that will keep you hooked from start to finish.\n\nBut that's not all! Jon also introduces us to his latest venture, Sanas, a groundbreaking AI technology that neutralizes accents in real-time, making customer interactions smoother and more effective. Learn how this innovative solution is not only enhancing customer satisfaction but also improving the working conditions for call center agents worldwide. This is a game-changer in the CX space, and you won't want to miss Jon's firsthand account of how it all came to be.\n\nTom and Brian don't shy away from the tough questions, either. They delve into the ethical implications of AI in customer service, the future of human agents in an increasingly automated world, and the biggest misconceptions about AI's role in CX. This episode is a treasure trove of knowledge for anyone looking to stay ahead in the rapidly evolving world of customer experience.\n\nSo, what are you waiting for? Hit play and join us for an enlightening and entertaining discussion that promises to change the way you think about customer experience forever. Don't forget to like, subscribe, and leave your thoughts in the comments below. Let's dive into the world of CX without the BS!","content_html":"\u003cp\u003eAre you ready to uncover the untold stories and groundbreaking innovations in the customer experience (CX) industry? In this episode of \u0026quot;CX Without the BS,\u0026quot; hosts Tom Milligan and Brian Nichols sit down with the legendary Jon Heaps, often referred to as the \u0026quot;godfather of the channel.\u0026quot; This conversation dives deep into the evolution of CX, from the early days of cloud technology to the revolutionary advancements in AI that are transforming how businesses interact with their customers. If you\u0026#39;re passionate about CX, technology, or just love a good industry insider story, this episode is a must-watch!\u003c/p\u003e\n\n\u003cp\u003eJon Heaps shares his incredible journey, starting from his early days at UCN, which later became NICE CXone, to his pivotal roles at Talkdesk and Observe.AI. Discover how Jon and his colleagues pioneered cloud-based contact centers before \u0026quot;cloud\u0026quot; was even a buzzword, and how they faced skepticism and challenges head-on to create a multi-billion dollar industry. This episode is packed with fascinating anecdotes and insights that will keep you hooked from start to finish.\u003c/p\u003e\n\n\u003cp\u003eBut that\u0026#39;s not all! Jon also introduces us to his latest venture, Sanas, a groundbreaking AI technology that neutralizes accents in real-time, making customer interactions smoother and more effective. Learn how this innovative solution is not only enhancing customer satisfaction but also improving the working conditions for call center agents worldwide. This is a game-changer in the CX space, and you won\u0026#39;t want to miss Jon\u0026#39;s firsthand account of how it all came to be.\u003c/p\u003e\n\n\u003cp\u003eTom and Brian don\u0026#39;t shy away from the tough questions, either. They delve into the ethical implications of AI in customer service, the future of human agents in an increasingly automated world, and the biggest misconceptions about AI\u0026#39;s role in CX. This episode is a treasure trove of knowledge for anyone looking to stay ahead in the rapidly evolving world of customer experience.\u003c/p\u003e\n\n\u003cp\u003eSo, what are you waiting for? Hit play and join us for an enlightening and entertaining discussion that promises to change the way you think about customer experience forever. Don\u0026#39;t forget to like, subscribe, and leave your thoughts in the comments below. Let\u0026#39;s dive into the world of CX without the BS!\u003c/p\u003e","summary":"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.","date_published":"2024-06-21T06:00:00.000-04:00","attachments":[{"url":"https://aphid.fireside.fm/d/1437767933/b6ecde51-9751-4bc2-8830-d814180321a2/4d98a80b-6887-4a29-8132-21da7d63a44f.mp3","mime_type":"audio/mpeg","size_in_bytes":39788700,"duration_in_seconds":2486}]},{"id":"d6777bff-8caf-411a-a1aa-e622f682744e","title":"How to Make Customers LOVE Your Call Center","url":"https://cswithoutthebs.fireside.fm/how-to-make-customers-love-your-call-center","content_text":"Are you tired of the endless marketing fluff and empty promises in the CX industry? Join us for a no-nonsense conversation on \"CX Without the BS\" as we dive deep into the real issues and solutions in the contact center world. In this episode, Brian Nichols and Tom Milligan sit down with Charlie Newark-French, CEO of SharpenCX, to cut through the noise and get to the heart of what truly matters in customer experience. If you're looking for genuine insights and practical advice, this is the episode you can't afford to miss!\n\nCharlie Newark-French brings a wealth of experience from his roles in UCaaS, CCaaS, and AI, making him the perfect guest to discuss the future of contact centers. From his early days as a venture capitalist investing in RingCentral to his leadership roles at Fuse and HyperScience, Charlie has seen it all. Now, as the CEO of SharpenCX, he's on a mission to revolutionize the industry with innovative, user-friendly AI solutions tailored for the SMB market. Discover how SharpenCX is setting new standards and why Charlie believes the contact center of tomorrow will be one that people love—or at least don't hate as much.\n\nIn this episode, we tackle the big questions: _What does the contact center of tomorrow look like? _How can AI be used effectively without falling into the trap of overhyped marketing? Charlie shares his vision for a future where contact centers are not just cost centers but valuable assets that enhance customer satisfaction and loyalty. Learn about the three key trends driving this transformation: the move to the cloud, the rise of digital channels, and the integration of automation and AI.\n\nBut it's not all tech talk. We also get personal with Charlie, exploring his journey from South London to New York City and his passion for making a real impact in the CX space. Hear firsthand how his experiences have shaped his approach to leadership and innovation. Plus, get a sneak peek into the unique culture at SharpenCX and why it's a company built on authenticity and real results, not just buzzwords.\n\nDon't miss out on this engaging and informative episode of \"CX Without the BS.\" Whether you're a CX professional, a business leader, or just curious about the future of customer service, this conversation is packed with valuable takeaways. Hit that subscribe button, ring the notification bell, and join us as we strip away the BS and get real about customer experience.","content_html":"\u003cp\u003e\u003cstrong\u003e\u003cem\u003eAre you tired of the endless marketing fluff and empty promises in the CX industry?\u003c/em\u003e\u003c/strong\u003e Join us for a no-nonsense conversation on \u0026quot;\u003cstrong\u003eCX Without the BS\u003c/strong\u003e\u0026quot; as we dive deep into the real issues and solutions in the contact center world. In this episode, Brian Nichols and Tom Milligan sit down with Charlie Newark-French, CEO of SharpenCX, to cut through the noise and get to the heart of what truly matters in customer experience. If you\u0026#39;re looking for genuine insights and practical advice, this is the episode you can\u0026#39;t afford to miss!\u003c/p\u003e\n\n\u003cp\u003eCharlie Newark-French brings a wealth of experience from his roles in UCaaS, CCaaS, and AI, making him the perfect guest to discuss the future of contact centers. From his early days as a venture capitalist investing in RingCentral to his leadership roles at Fuse and HyperScience, Charlie has seen it all. Now, as the CEO of SharpenCX, he\u0026#39;s on a mission to revolutionize the industry with innovative, user-friendly AI solutions tailored for the SMB market. Discover how SharpenCX is setting new standards and why Charlie believes the contact center of tomorrow will be one that people love—or at least don\u0026#39;t hate as much.\u003c/p\u003e\n\n\u003cp\u003eIn this episode, we tackle the big questions: \u003cstrong\u003e_What does the contact center of tomorrow look like? _\u003c/strong\u003eHow can AI be used effectively without falling into the trap of overhyped marketing? Charlie shares his vision for a future where contact centers are not just cost centers but valuable assets that enhance customer satisfaction and loyalty. Learn about the three key trends driving this transformation: the move to the cloud, the rise of digital channels, and the integration of automation and AI.\u003c/p\u003e\n\n\u003cp\u003eBut it\u0026#39;s not all tech talk. We also get personal with Charlie, exploring his journey from South London to New York City and his passion for making a real impact in the CX space. Hear firsthand how his experiences have shaped his approach to leadership and innovation. Plus, get a sneak peek into the unique culture at SharpenCX and why it\u0026#39;s a company built on authenticity and real results, not just buzzwords.\u003c/p\u003e\n\n\u003cp\u003eDon\u0026#39;t miss out on this engaging and informative episode of \u0026quot;CX Without the BS.\u0026quot; Whether you\u0026#39;re a CX professional, a business leader, or just curious about the future of customer service, this conversation is packed with valuable takeaways. Hit that subscribe button, ring the notification bell, and join us as we strip away the BS and get real about customer experience.\u003c/p\u003e","summary":"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).\r\n","date_published":"2024-06-14T09:00:00.000-04:00","attachments":[{"url":"https://aphid.fireside.fm/d/1437767933/b6ecde51-9751-4bc2-8830-d814180321a2/d6777bff-8caf-411a-a1aa-e622f682744e.mp3","mime_type":"audio/mpeg","size_in_bytes":46656605,"duration_in_seconds":2916}]},{"id":"944f89c4-893d-45fd-a3ea-4b8afc4b83de","title":"The Biggest MYTHS About Customer Service | CX Industry Secrets","url":"https://cswithoutthebs.fireside.fm/the-biggest-myths-about-customer-service","content_text":"Are you ready to uncover the biggest myths and transformations in the Customer Experience (CX) industry? In this episode of \"CX Without the BS,\" we dive deep into the evolution of CX over the past decade, the impact of the pandemic, and the future of AI in customer service. Join hosts Brian Nichols and Tom Milligan as they sit down with Andy Bird, VP of CX at Avant, to discuss the real changes and challenges in the CX world.\n\nAndy Bird brings over 25 years of experience in the CX space, sharing invaluable insights on how the industry has shifted from focusing solely on customer satisfaction to driving ROI and engagement. Discover how the pandemic forced companies to rethink their customer service strategies, the rise of remote work, and the critical role of technology in enhancing customer interactions. Andy's firsthand experiences and expert opinions will leave you questioning everything you thought you knew about CX.\n\nIn this episode, we explore the importance of starting small with AI implementations, the dangers of overdeveloping roadmaps, and the need for a balanced approach to technology adoption. Andy emphasizes the significance of building long-term relationships with customers and the value of continuous education for trusted advisors. Learn how to navigate the complexities of modern CX and avoid common pitfalls that can derail your customer service efforts.\n\nWe also delve into the ethical considerations of the CX industry, the importance of trust and integrity, and why Avant stands out as a leader in the field. Andy's candid discussion about the challenges and opportunities in CX provides a refreshing perspective on what it takes to succeed in this ever-evolving landscape. Whether you're a CX professional, a business leader, or simply curious about the future of customer service, this episode is packed with actionable insights and thought-provoking discussions.\n\nDon't miss out on this engaging conversation that cuts through the BS and gets to the heart of what really matters in CX. Hit the play button now to learn from one of the industry's top experts and elevate your customer experience game. And if you enjoy the episode, be sure to like, comment, and subscribe for more no-nonsense insights on CX, AI, and beyond!","content_html":"\u003cp\u003eAre you ready to uncover the biggest myths and transformations in the Customer Experience (CX) industry? In this episode of \u0026quot;CX Without the BS,\u0026quot; we dive deep into the evolution of CX over the past decade, the impact of the pandemic, and the future of AI in customer service. Join hosts Brian Nichols and Tom Milligan as they sit down with Andy Bird, VP of CX at Avant, to discuss the real changes and challenges in the CX world.\u003c/p\u003e\n\n\u003cp\u003eAndy Bird brings over 25 years of experience in the CX space, sharing invaluable insights on how the industry has shifted from focusing solely on customer satisfaction to driving ROI and engagement. Discover how the pandemic forced companies to rethink their customer service strategies, the rise of remote work, and the critical role of technology in enhancing customer interactions. Andy\u0026#39;s firsthand experiences and expert opinions will leave you questioning everything you thought you knew about CX.\u003c/p\u003e\n\n\u003cp\u003eIn this episode, we explore the importance of starting small with AI implementations, the dangers of overdeveloping roadmaps, and the need for a balanced approach to technology adoption. Andy emphasizes the significance of building long-term relationships with customers and the value of continuous education for trusted advisors. Learn how to navigate the complexities of modern CX and avoid common pitfalls that can derail your customer service efforts.\u003c/p\u003e\n\n\u003cp\u003eWe also delve into the ethical considerations of the CX industry, the importance of trust and integrity, and why Avant stands out as a leader in the field. Andy\u0026#39;s candid discussion about the challenges and opportunities in CX provides a refreshing perspective on what it takes to succeed in this ever-evolving landscape. Whether you\u0026#39;re a CX professional, a business leader, or simply curious about the future of customer service, this episode is packed with actionable insights and thought-provoking discussions.\u003c/p\u003e\n\n\u003cp\u003eDon\u0026#39;t miss out on this engaging conversation that cuts through the BS and gets to the heart of what really matters in CX. Hit the play button now to learn from one of the industry\u0026#39;s top experts and elevate your customer experience game. And if you enjoy the episode, be sure to like, comment, and subscribe for more no-nonsense insights on CX, AI, and beyond!\u003c/p\u003e","summary":"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.","date_published":"2024-06-07T06:00:00.000-04:00","attachments":[{"url":"https://aphid.fireside.fm/d/1437767933/b6ecde51-9751-4bc2-8830-d814180321a2/944f89c4-893d-45fd-a3ea-4b8afc4b83de.mp3","mime_type":"audio/mpeg","size_in_bytes":38197111,"duration_in_seconds":2387}]},{"id":"7b4a0220-53f4-4650-9fb3-6eb255aba5a5","title":"Why Customers Leave (How to Make Them Stay!)","url":"https://cswithoutthebs.fireside.fm/why-customers-leave","content_text":"Are you tired of the same old customer experience strategies that just don't work? In this episode of \"CX Without the BS,\" we dive deep into the world of customer experience with Pam, a seasoned expert who’s here to shake things up. If you’ve ever wondered why your CX initiatives aren’t delivering the results you hoped for, this conversation is a must-watch. Pam brings a fresh perspective that challenges conventional wisdom and offers actionable insights that can transform your approach to customer experience.\n\nPam doesn’t just talk about the problems; she provides real solutions. From debunking common myths to sharing her unique strategies, this episode is packed with valuable information that you won’t find anywhere else. Whether you’re a business owner, a CX professional, or just someone interested in improving customer interactions, Pam’s insights will leave you rethinking everything you thought you knew about customer experience.\n\nIn this episode, we cover a range of topics that are crucial for anyone looking to enhance their CX game. Pam discusses the importance of understanding your customer’s journey, the role of technology in shaping customer experiences, and how to create a culture that prioritizes customer satisfaction. Her practical advice and real-world examples make complex concepts easy to understand and implement.\n\nBut it’s not all business. Pam also shares some of her personal experiences and the lessons she’s learned along the way. Her stories are not only engaging but also provide a deeper understanding of the human side of customer experience. This blend of professional expertise and personal anecdotes makes for a compelling and relatable discussion.\n\nDon’t miss out on this opportunity to learn from one of the best in the field. Hit play now and discover how you can revolutionize your customer experience strategy. And if you find this episode helpful, don’t forget to like, comment, and subscribe for more insightful content on \"CX Without the BS.\"","content_html":"\u003cp\u003eAre you tired of the same old customer experience strategies that just don\u0026#39;t work? In this episode of \u0026quot;CX Without the BS,\u0026quot; we dive deep into the world of customer experience with Pam, a seasoned expert who’s here to shake things up. If you’ve ever wondered why your CX initiatives aren’t delivering the results you hoped for, this conversation is a must-watch. Pam brings a fresh perspective that challenges conventional wisdom and offers actionable insights that can transform your approach to customer experience.\u003c/p\u003e\n\n\u003cp\u003ePam doesn’t just talk about the problems; she provides real solutions. From debunking common myths to sharing her unique strategies, this episode is packed with valuable information that you won’t find anywhere else. Whether you’re a business owner, a CX professional, or just someone interested in improving customer interactions, Pam’s insights will leave you rethinking everything you thought you knew about customer experience.\u003c/p\u003e\n\n\u003cp\u003eIn this episode, we cover a range of topics that are crucial for anyone looking to enhance their CX game. Pam discusses the importance of understanding your customer’s journey, the role of technology in shaping customer experiences, and how to create a culture that prioritizes customer satisfaction. Her practical advice and real-world examples make complex concepts easy to understand and implement.\u003c/p\u003e\n\n\u003cp\u003eBut it’s not all business. Pam also shares some of her personal experiences and the lessons she’s learned along the way. Her stories are not only engaging but also provide a deeper understanding of the human side of customer experience. This blend of professional expertise and personal anecdotes makes for a compelling and relatable discussion.\u003c/p\u003e\n\n\u003cp\u003eDon’t miss out on this opportunity to learn from one of the best in the field. Hit play now and discover how you can revolutionize your customer experience strategy. And if you find this episode helpful, don’t forget to like, comment, and subscribe for more insightful content on \u0026quot;CX Without the BS.\u0026quot;\u003c/p\u003e","summary":"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!","date_published":"2024-05-31T06:00:00.000-04:00","attachments":[{"url":"https://aphid.fireside.fm/d/1437767933/b6ecde51-9751-4bc2-8830-d814180321a2/7b4a0220-53f4-4650-9fb3-6eb255aba5a5.mp3","mime_type":"audio/mpeg","size_in_bytes":36810873,"duration_in_seconds":1768}]},{"id":"b1c4597d-ee67-46b2-b8d2-8eb5725385b7","title":"The CX Dilemma: To AI or Not to AI","url":"https://cswithoutthebs.fireside.fm/the-cx-dilemma-to-ai-or-not-to-ai","content_text":"Are you tired of the BS in the CX industry? Join Tom Milligan and Brian Nichols as they cut through the noise and get real with industry experts on CX without the BS. In this inaugural episode, they sit down with Michael Del Signore, a 30-year veteran of the CX world who's worked with big names like JP Morgan Chase, MoneyGram International, and Bank of America. But what makes Michael stand out in an industry full of buzzwords and empty promises?\n\nDiscover how Michael's unique perspective, shaped by his experience on the client side, helps him navigate the ever-changing landscape of CX. From the rise of AI to the challenges of moving to the cloud, Michael shares his insights on how companies can successfully adapt to new technologies without losing sight of what really matters: the customer.\n\nBut it's not all serious business on CX Without the BS. Get to know the man behind the insights as Michael shares his passion for powerlifting and bodybuilding, and learn how he balances his dedication to fitness with his commitment to his family and career.\n\nWhether you're a seasoned CX professional or just starting out in the field, this episode is packed with valuable takeaways. From the importance of taking a \"crawl, walk, run\" approach to implementing new technologies, to the dangers of pushing AI on customers who aren't ready for it, Michael's advice is grounded in real-world experience and a deep understanding of what it takes to succeed in CX.\n\nSo grab a cup of coffee (or a protein shake, if you're feeling inspired by Michael's fitness routine) and join Tom, Brian, and Michael for an engaging, informative, and BS-free conversation about the world of CX. \n\nDon't forget to like, review, and subscribe to CX Without the BS wherever you get your podcasts, and join the conversation on LinkedIn to share your own experiences and insights on navigating the world of customer experience!","content_html":"\u003cp\u003eAre you tired of the BS in the CX industry? Join Tom Milligan and Brian Nichols as they cut through the noise and get real with industry experts on CX without the BS. In this inaugural episode, they sit down with Michael Del Signore, a 30-year veteran of the CX world who\u0026#39;s worked with big names like JP Morgan Chase, MoneyGram International, and Bank of America. But what makes Michael stand out in an industry full of buzzwords and empty promises?\u003c/p\u003e\n\n\u003cp\u003eDiscover how Michael\u0026#39;s unique perspective, shaped by his experience on the client side, helps him navigate the ever-changing landscape of CX. From the rise of AI to the challenges of moving to the cloud, Michael shares his insights on how companies can successfully adapt to new technologies without losing sight of what really matters: the customer.\u003c/p\u003e\n\n\u003cp\u003eBut it\u0026#39;s not all serious business on CX Without the BS. Get to know the man behind the insights as Michael shares his passion for powerlifting and bodybuilding, and learn how he balances his dedication to fitness with his commitment to his family and career.\u003c/p\u003e\n\n\u003cp\u003eWhether you\u0026#39;re a seasoned CX professional or just starting out in the field, this episode is packed with valuable takeaways. From the importance of taking a \u0026quot;crawl, walk, run\u0026quot; approach to implementing new technologies, to the dangers of pushing AI on customers who aren\u0026#39;t ready for it, Michael\u0026#39;s advice is grounded in real-world experience and a deep understanding of what it takes to succeed in CX.\u003c/p\u003e\n\n\u003cp\u003eSo grab a cup of coffee (or a protein shake, if you\u0026#39;re feeling inspired by Michael\u0026#39;s fitness routine) and join Tom, Brian, and Michael for an engaging, informative, and BS-free conversation about the world of CX. \u003c/p\u003e\n\n\u003cp\u003eDon\u0026#39;t forget to like, review, and subscribe to CX Without the BS wherever you get your podcasts, and join the conversation on LinkedIn to share your own experiences and insights on navigating the world of customer experience!\u003c/p\u003e","summary":"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.","date_published":"2024-05-23T16:00:00.000-04:00","attachments":[{"url":"https://aphid.fireside.fm/d/1437767933/b6ecde51-9751-4bc2-8830-d814180321a2/b1c4597d-ee67-46b2-b8d2-8eb5725385b7.mp3","mime_type":"audio/mpeg","size_in_bytes":49009623,"duration_in_seconds":2696}]}]}