Every CX leader loves to talk about metrics — average handle time, CSAT, NPS — but are we just chasing numbers without understanding what they actually mean? In this episode of CX Without the BS, we ask the hard question: are KPIs helping our contact centers grow, or are they quietly holding us back?

Justin Jones from SoniqCX joins the show to make the case for “Death to KPIs” — and to reveal why most companies are measuring success the wrong way. He breaks down how focusing on the wrong data drives robotic behavior, ruins agent morale, and turns customer service into a cost center instead of a profit engine.

We explore how “Key Revenue Indicators” (KRIs) can flip the script — turning every customer interaction into a measurable revenue opportunity. From incentivizing agents like salespeople to tracking lifetime value instead of handle time, Justin shows how this mindset shift builds loyalty, boosts retention, and increases profits.

The conversation also dives into the coming AI revolution — and why optimizing for the wrong KPIs could make companies “efficiently poor.” You’ll hear why most contact centers are one algorithm away from chaos and how human empathy, when measured and rewarded the right way, will always outperform automation.

If you’ve ever felt like your call center is stuck in the past, this episode will shake you awake. It’s time to stop worshipping KPIs — and start building customer experiences that actually grow revenue.

Brian and Tom open up about their lifelong struggles with weight, revealing the emotional and physical challenges they faced. From feeling self-conscious to experiencing health issues, they discuss the turning points that led them to make significant lifestyle changes. Tom shares his experience with gastric sleeve surgery, while Brian details his journey of losing over 180 pounds through diet and exercise.

Later, Brian and Tom draw connections between weight loss journeys and customer experience strategies. They explore how the "quick fix" mentality in both weight loss and business can lead to unintended consequences. Using examples from previous episodes, they discuss how rushing to implement AI solutions without proper preparation can backfire, much like fad diets or weight loss drugs.

Brian and Tom revisit key insights from past guests, including Michael Del Signore era's thoughts on AI hype, Pam's frustrating customer service experience, Andy Bird's 20+ hour wait while on-hold, and Charlie Newark-French's perspective on marketing BS. They emphasize the importance of building strong foundations before implementing new technologies or strategies, whether in personal health or business practices.

The hosts conclude by reflecting on the value of gradual, sustainable progress in both weight loss and customer experience. They encourage listeners to focus on long-term solutions rather than quick fixes, and to be wary of overhyped promises in both realms. This episode offers a unique blend of personal storytelling and professional insights, making it a must-listen for anyone interested in customer experience, personal growth, or the unexpected connections between the two.

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.