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

Video Chapters:

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

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

Over 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.

This 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.

We 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.

Finally, 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.

The CX Compass: https://www.amazon.com/CX-Compass-Playbook-Prescribe-Confidence/dp/B0F5PC32SG

Everywhere 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.

For 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.

But 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.

From 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.

This 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.

CX 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.

We 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.

We 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.

Finally, we preview the upcoming Living CX & 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.

Everyone 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.

In 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.

This 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.

If 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.

Because 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.

Everyone'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.

We 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.

Then 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.

That 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.

But 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.

Join 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.

The 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.

Throughout 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.

Whether 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.

Dive 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.

Prepare 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.

Get 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.

Don'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!

Jon 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.

But 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.

Tom 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.

So, 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!

Charlie 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.

In 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.

But 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.

Don'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.