When it breaks, who actually picks up the phone?

In this CX Without the BS - Quick Hit, I walk through the fastest way to spot a “support problem” before you’re stuck in ticket hell, porting delays, and finger-pointing.

Here are the two questions to copy/paste into an email to every vendor you’re considering:

When I need help, who do I call - and how fast do I get a real human?

If my bill comes in higher than the quote, what fees do you add that aren’t in the per-user price?

If they answer clearly and directly - good sign.
If they dodge - you just saved yourself a multi-year headache.

If you have ever signed a contract that felt great on day one and confusing on month two, this episode is going to hit a nerve. Brian Nichols digs into why unified communications feels broken, why customers keep getting talked past instead of listened to, and why the industry keeps selling shiny features instead of fixing real problems.

In this episode of CX Without the BS, Brian is joined by Stephen Howard to pull apart the biggest lies in UCaaS, how mergers quietly wreck customer experience, and why transparency is the one thing vendors keep avoiding. This is a real-world conversation about trust, incentives, and what happens when companies stop treating customers like adults. No buzzwords. No fluff. Just the uncomfortable truth most vendors hope you never question.

We break down the hype around AI in CX and show where it helps — and where it falls flat. You’ll hear the clear difference between “AI as a helper” and “AI as a wall,” plus the fastest ways to stop bots from ruining your brand.

Then we get real about the human touch. Why are customers begging to talk to a person again? We map the moments where empathy beats automation and how to build a clean handoff from bot to human without the headache.

We also expose the silent killers: accidental contact centers, broken basics, and score-chasing (NPS worship) that hides real problems. You’ll learn how to swap vanity metrics for actions that move retention, referrals, and revenue.

Finally, we connect the dot nobody’s talking about: happy teams create happy customers. We show the simple moves — empower, listen, remove red tape — that turn burned-out reps into loyalty machines. No buzzwords. Just what works.

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.

Discover how Michael's unique perspective, shaped by his experience on the client side, helps him navigate the ever-changing landscape of CX. From the rise of AI to the challenges of moving to the cloud, Michael shares his insights on how companies can successfully adapt to new technologies without losing sight of what really matters: the customer.

But it's not all serious business on CX Without the BS. Get to know the man behind the insights as Michael shares his passion for powerlifting and bodybuilding, and learn how he balances his dedication to fitness with his commitment to his family and career.

Whether you're a seasoned CX professional or just starting out in the field, this episode is packed with valuable takeaways. From the importance of taking a "crawl, walk, run" approach to implementing new technologies, to the dangers of pushing AI on customers who aren't ready for it, Michael's advice is grounded in real-world experience and a deep understanding of what it takes to succeed in CX.

So grab a cup of coffee (or a protein shake, if you're feeling inspired by Michael's fitness routine) and join Tom, Brian, and Michael for an engaging, informative, and BS-free conversation about the world of CX.

Don't forget to like, review, and subscribe to CX Without the BS wherever you get your podcasts, and join the conversation on LinkedIn to share your own experiences and insights on navigating the world of customer experience!