In 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.

We’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.

For 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.

Bottom 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.

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.

In 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.

Discover 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.

The 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.