web01.fireside.fm Sun, 12 Apr 2026 12:26:43 -0500 Fireside (https://fireside.fm) CX without the BS - Episodes Tagged with “Business Podcast” https://cswithoutthebs.fireside.fm/tags/business%20podcast Wed, 04 Feb 2026 08:00:00 -0500 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. Each 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. What 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. Whether 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. en-us episodic 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. Brian Nichols 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. Each 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. What 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. Whether 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. yes CX podcast, customer experience, CX industry, CX trends, CX best practices, CX strategies, CX technology, CX analytics, CX metrics, CX optimization, CX automation, CX AI, CX chatbots, CX omnichannel, CX digital transformation, CX cloud, CX contact center, CX as a service, CX software, CX platform, CX solutions, CX innovation, CX thought leadership, CX experts, CX interviews, CX case studies, CX success stories, CX challenges, CX pain points, CX journey mapping, CX personalization, CX employee experience, CX voice of the customer, CX customer feedback, CX customer loyalty, CX customer retention, CX customer satisfaction, CX customer engagement, CX customer service, CX call center, CX workforce management, CX quality assurance, CX compliance, CX security, CX privacy, CX integration, CX implementation, CX adoption, CX ROI, CX budgeting, CX vendor selection, CX partner ecosystem, CX community, CX events, CX webinars, CX training, CX certification, CX career development, CX jobs, CX hiring, CX diversity and inclusion, CX leadership, CX management, CX coaching, CX mentoring, CX networking Brian Nichols brian@briannicholsconsulting.com CX Industry LYING About AI Capabilities? https://cswithoutthebs.fireside.fm/cx-industry-lying-about-ai-capabilities 99d66b0c-aff1-4f57-98f2-bbbad920a349 Wed, 04 Feb 2026 08:00:00 -0500 Brian Nichols full Brian Nichols If your tech advisor is pushing a 5-year contract, check their commission structure. The industry is addicted to 12x upfront "spiffs" while you get stuck with the bill. It’s time for "Death to ETFs." Stop signing handcuffs. 56:19 yes Derek Roush (The Cloud Sherpa) joins Brian Nichols to reveal the unethical "Spiff Chasing" in Telecom sales and why massive Early Termination Fees are holding businesses hostage. We dive deep into the conflict between honest Technology Advisors and the "Commission Breath" vendors who prioritize huge 12x upfront payouts over your actual business success. Derek exposes how some major UCaaS providers use restrictive 5-year contracts to mask poor support, forcing companies to pay hundreds of thousands of dollars just to escape bad service. 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/ Derek Roush, Brian Nichols, CX Without the BS, Vocal Point Consulting, Telecom Sales, Technology Advisor Alliance, UCaaS, Cloud Sherpa, Telecom Contracts, AI in Customer Service, Spiff Chasing, Business Ethics, Early Termination Fees, Sales Commission, Customer Experience Strategy, VoIP, Contact Center AI, Telecom Fraud, Month to Month Contracts, Level365, Business Podcast, Tech Consulting. Derek Roush (The Cloud Sherpa) joins Brian Nichols to reveal the unethical "Spiff Chasing" in Telecom sales and why massive Early Termination Fees are holding businesses hostage. We dive deep into the conflict between honest Technology Advisors and the "Commission Breath" vendors who prioritize huge 12x upfront payouts over your actual business success. Derek exposes how some major UCaaS providers use restrictive 5-year contracts to mask poor support, forcing companies to pay hundreds of thousands of dollars just to escape bad service.

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/

]]> Derek Roush (The Cloud Sherpa) joins Brian Nichols to reveal the unethical "Spiff Chasing" in Telecom sales and why massive Early Termination Fees are holding businesses hostage. We dive deep into the conflict between honest Technology Advisors and the "Commission Breath" vendors who prioritize huge 12x upfront payouts over your actual business success. Derek exposes how some major UCaaS providers use restrictive 5-year contracts to mask poor support, forcing companies to pay hundreds of thousands of dollars just to escape bad service.

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/

]]> Why Customers Leave (How to Make Them Stay!) https://cswithoutthebs.fireside.fm/why-customers-leave 7b4a0220-53f4-4650-9fb3-6eb255aba5a5 Fri, 31 May 2024 06:00:00 -0400 Brian Nichols full Brian Nichols 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! 29:28 yes 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. Pam 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. In 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. But 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. Don’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." customer experience, CX strategies, customer service tips, Pam CX expert, debunking CX myths, improving customer interactions, customer journey, technology in CX, customer satisfaction, business growth, customer retention, CX culture, practical CX advice, real-world CX examples, customer service solutions, enhancing customer experience, CX Without the BS, customer service hacks, customer loyalty, CX professional insights, business owner tips, customer service mistakes, CX transformation, actionable CX insights, customer service improvement, CX podcast, customer service expert, customer experience podcast, business podcast, customer service advice 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.

Pam 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.

In 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.

But 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.

Don’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."

]]> 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.

Pam 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.

In 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.

But 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.

Don’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."

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