Most 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?

In 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.

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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.