CX without the BS
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.
Displaying all 9 Episode of CX without the BS with the tag “ai in customer service”.
-
Why AI Won’t Save Your Bad Customer Service
December 1st, 2025 | 27 mins 35 secs
ai hype vs reality, ai in customer service, business communications, business phone issues, contact center tips, customer experience 2025, customer service tips, customer support problems, customer trust, cx basics, cx strategy, cx trends, phone system outages, small business tech issues, tech support failure, technology advisor help, ucaas problems, ucaas review, unified communications, vendor problems
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.
-
What Are the Top 5 Customer Experience Trends for 2026?
September 16th, 2025 | 37 mins 44 secs
accidental contact center, ai co-pilot not replacement, ai in customer service, business growth through cx, customer experience 2026, customer service tips 2026, cx data analytics, cx strategy, cx trends 2026, cx without the bs, human support vs chatbots, month-to-month contracts ucaas, smb customer service, technology advisor cx trends, turning cx data into action, ucaas trends 2026
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...
-
What Is the Biggest CX Mistake Companies Make?
August 13th, 2025 | 46 mins 57 secs
ai customer support, ai in customer service, avoid cx mistakes, bad cx examples, choosing cx vendors, contact center tips, customer experience, customer journey mapping, customer service technology, cx governance, cx leadership, cx roadmap, cx strategy, first call resolution, fixing customer friction, frontline employee feedback, improve customer experience, knowledge management, self-service tools
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.
-
5 Reasons Why AI Makes Customer Service Worse
August 5th, 2025 | 9 mins 32 secs
ai customer support problems, ai dashboards issues, ai in call centers, ai in customer service, ai myths in business, ai tool review, ai vs human support, bad ai examples, broken ai promises, contact center ai, cx mistakes with ai, cx without the bs, fake personalization ai, how to fix customer experience, real cx talk, robotic customer service, smart support tips, tech buyer ai guide, technology advisor podcast, why ai fails in support
AI was supposed to fix customer experience — but most companies are just frustrating people faster.
In this week’s episode of CX Without the BS, we expose 5 big ways AI is making CX worse (and how to fix it). -
Is AI Hurting Customer Experience?
July 8th, 2025 | 12 mins
ai emotional analysis, ai fails customer support, ai in customer service, ai mistakes in support, ai transcription errors, ai vs humans, bad ai examples, call center ai problems, call center burnout, contact center burnout, contact center innovation, customer service tools, customer support automation, cx strategy, cx technology, cx without the bs, hybrid ai models, real customer experience
AI was supposed to make customer service easier, but it’s quietly burning out your agents and making support worse – here’s why.
-
Customer Service Secrets | Turning DISASTERS into Opportunities
August 2nd, 2024 | 47 mins 36 secs
ai in customer service, airline customer service, airline loyalty programs, airport chaos, brand loyalty, crowdstrike outage, customer complaints, customer experience, customer feedback, customer retention, customer satisfaction, customer service recovery, cx, cx technology, delta airlines, flight cancellation, frontier airlines, frontline employees, personalized solutions, service failure, skymiles, travel industry, travel problems
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.
-
Can Small Businesses Really Use AI? | 5 Ways AI Can Help Your Small Business TODAY
July 19th, 2024 | 59 mins 30 secs
ai adoption trends, ai automation, ai business applications, ai chatbots, ai customer satisfaction, ai ethics, ai for smbs, ai in contact centers, ai in customer service, ai industry insights, ai job impact, ai regulation, ai risks and benefits, ai roi, ai technology advancements, artificial intelligence business, customer experience technology, cx innovation, future of cx, small business ai
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.
-
The Biggest Problems in Customer Service (and How to FIX Them!)
June 21st, 2024 | 41 mins 26 secs
accent neutralization, ai advancements, ai and human interaction, ai ethics, ai in business, ai in customer service, brian nichols podcast, call center technology, cloud-based contact centers, contact center solutions, customer experience, customer satisfaction, customer service agents, customer service challenges, customer service innovation, cx industry trends, cx technology, cx technology evolution citations: [1] https://ppl-ai-file-upload.s3.amazonaws.com/web/direct-files/2717721/d9af5fae-6583-4060-a0db-37928195c6b1/jon heaps on cx without the bs (1)_otter_ai.txt, cx without the bs, jon heaps interview, noise elimination, offshoring customer service, sanas ai, tom milligan
Jon Heaps, a pioneer in the CX industry, shares his incredible journey from the early days of cloud-based contact centers to groundbreaking AI solutions that are revolutionizing customer service by removing language barriers and empowering agents to deliver exceptional experiences.
-
How to Make Customers LOVE Your Call Center
June 14th, 2024 | 48 mins 36 secs
ai in customer service, ai replacement, automation, brian nichols, bs in cx, business leadership, business strategy, ccaas, charlie newark-french, cloud-based technology, contact center, contact center management, contact center of tomorrow, contact center tech, customer engagement, customer experience, customer experience management, customer experience technology, customer journey, customer loyalty, customer retention, customer satisfaction, customer service agents, customer service management, customer service technology, cx industry, cx innovation, cx solutions, cx tech, cx without the bs, digital transformation, entrepreneurship, future of cx, hyper science, industry insights, industry trends, innovation, innovation in cx, machine learning, marketing fluff, mortgage processing, radiologists, ringcentral, sales and marketing, sharpen cx, smb market, stability, startup scaling, technology disruption, thought leadership, tom milligan, ucaas, usable ai, venture capitalist
Charlie Newark-French, CEO of Sharpen, discusses how practical AI and innovative solutions are transforming the contact center industry to create customer experiences that people love (or at least don't hate as much).