web01.fireside.fm Wed, 27 May 2026 00:28:12 -0500 Fireside (https://fireside.fm) CX without the BS - Episodes Tagged with “Cloud Based Contact Centers” https://cswithoutthebs.fireside.fm/tags/cloud-based%20contact%20centers Fri, 21 Jun 2024 06:00:00 -0400 Most CX podcasts are built for Fortune 500 buyers with seven-figure budgets and dedicated transformation teams... This one isn't. CX Without the BS is for the technology advisors, IT leaders, and business owners working in the trenches of SMB and mid-market companies - the "forgotten 5000" who get pitched enterprise solutions they can't afford and ignored by vendors who don't think they're worth the support call. Host Brian Nichols brings real practitioner perspective from the unified communications and contact center space. No guru theater. No vendor hype. No recycled LinkedIn thought leadership dressed up as expertise. Just the actual conversations advisors and buyers need to be having... about why CX deployments fail, where vendors quietly cut corners, which product categories are oversold, and what questions you should be asking before you sign a three-year contract. Each episode pulls from real customer scenarios, market situations, and the framework laid out in Brian's book, The CX Compass. Some episodes are solo deep dives. Others bring in practitioners, advisors, and operators who can break down the mechanics of what actually works - and what's quietly broken behind the demo. If you're tired of buzzword bingo and ready for the version of CX nobody's willing to say out loud... you're in the right place. Subscribe, share it with an advisor or buyer who needs it, and let's cut through the noise together. en-us episodic Honest takes on customer experience and UCaaS for the SMB and mid-market buyers enterprise vendors forgot... hosted by Brian Nichols. Brian Nichols Most CX podcasts are built for Fortune 500 buyers with seven-figure budgets and dedicated transformation teams... This one isn't. CX Without the BS is for the technology advisors, IT leaders, and business owners working in the trenches of SMB and mid-market companies - the "forgotten 5000" who get pitched enterprise solutions they can't afford and ignored by vendors who don't think they're worth the support call. Host Brian Nichols brings real practitioner perspective from the unified communications and contact center space. No guru theater. No vendor hype. No recycled LinkedIn thought leadership dressed up as expertise. Just the actual conversations advisors and buyers need to be having... about why CX deployments fail, where vendors quietly cut corners, which product categories are oversold, and what questions you should be asking before you sign a three-year contract. Each episode pulls from real customer scenarios, market situations, and the framework laid out in Brian's book, The CX Compass. Some episodes are solo deep dives. Others bring in practitioners, advisors, and operators who can break down the mechanics of what actually works - and what's quietly broken behind the demo. If you're tired of buzzword bingo and ready for the version of CX nobody's willing to say out loud... you're in the right place. Subscribe, share it with an advisor or buyer who needs it, and let's cut through the noise together. yes CX podcast, customer experience, UCaaS, CCaaS, contact center, unified communications, technology advisors, channel partners, TSD, SMB technology, mid-market IT, vendor evaluation, CX strategy, customer service technology, Brian Nichols, CX Compass, business communications, cloud communications, customer engagement, sales enablement, B2B technology buying, IT decision makers, Telarus, agent experience, omnichannel Brian Nichols brian@briannicholsconsulting.com The Biggest Problems in Customer Service (and How to FIX Them!) https://cswithoutthebs.fireside.fm/the-biggest-problems-in-customer-service-and-how-to-fix-them 4d98a80b-6887-4a29-8132-21da7d63a44f Fri, 21 Jun 2024 06:00:00 -0400 Brian Nichols full Brian Nichols Jon Heaps, a pioneer in the CX industry, shares his incredible journey from the early days of cloud-based contact centers to groundbreaking AI solutions that are revolutionizing customer service by removing language barriers and empowering agents to deliver exceptional experiences. 41:26 yes <p>Are you ready to uncover the untold stories and groundbreaking innovations in the customer experience (CX) industry? In this episode of "CX Without the BS," hosts Tom Milligan and Brian Nichols sit down with the legendary Jon Heaps, often referred to as the "godfather of the channel." This conversation dives deep into the evolution of CX, from the early days of cloud technology to the revolutionary advancements in AI that are transforming how businesses interact with their customers. If you're passionate about CX, technology, or just love a good industry insider story, this episode is a must-watch!</p> <p>Jon Heaps shares his incredible journey, starting from his early days at UCN, which later became NICE CXone, to his pivotal roles at Talkdesk and Observe.AI. Discover how Jon and his colleagues pioneered cloud-based contact centers before "cloud" was even a buzzword, and how they faced skepticism and challenges head-on to create a multi-billion dollar industry. This episode is packed with fascinating anecdotes and insights that will keep you hooked from start to finish.</p> <p>But that's not all! Jon also introduces us to his latest venture, Sanas, a groundbreaking AI technology that neutralizes accents in real-time, making customer interactions smoother and more effective. Learn how this innovative solution is not only enhancing customer satisfaction but also improving the working conditions for call center agents worldwide. This is a game-changer in the CX space, and you won't want to miss Jon's firsthand account of how it all came to be.</p> <p>Tom and Brian don't shy away from the tough questions, either. They delve into the ethical implications of AI in customer service, the future of human agents in an increasingly automated world, and the biggest misconceptions about AI's role in CX. This episode is a treasure trove of knowledge for anyone looking to stay ahead in the rapidly evolving world of customer experience.</p> <p>So, what are you waiting for? Hit play and join us for an enlightening and entertaining discussion that promises to change the way you think about customer experience forever. Don't forget to like, subscribe, and leave your thoughts in the comments below. Let's dive into the world of CX without the BS! </p> AI in customer service, customer experience, CX technology, cloud-based contact centers, accent neutralization, Sanas AI, Jon Heaps interview, customer service innovation, AI ethics, call center technology, noise elimination, offshoring customer service, customer satisfaction, AI in business, contact center solutions, CX industry trends, customer service challenges, AI advancements, CX Without the BS, Brian Nichols podcast, Tom Milligan, customer service agents, AI and human interaction, CX technology evolution Citations: [1] https://ppl-ai-file-upload.s3.amazonaws.com/web/direct-files/2717721/d9af5fae-6583-4060-a0db-37928195c6b1/Jon Heaps on CX without the BS (1)_otter_ai.txt Are you ready to uncover the untold stories and groundbreaking innovations in the customer experience (CX) industry? In this episode of "CX Without the BS," hosts Tom Milligan and Brian Nichols sit down with the legendary Jon Heaps, often referred to as the "godfather of the channel." This conversation dives deep into the evolution of CX, from the early days of cloud technology to the revolutionary advancements in AI that are transforming how businesses interact with their customers. If you're passionate about CX, technology, or just love a good industry insider story, this episode is a must-watch!

Jon Heaps shares his incredible journey, starting from his early days at UCN, which later became NICE CXone, to his pivotal roles at Talkdesk and Observe.AI. Discover how Jon and his colleagues pioneered cloud-based contact centers before "cloud" was even a buzzword, and how they faced skepticism and challenges head-on to create a multi-billion dollar industry. This episode is packed with fascinating anecdotes and insights that will keep you hooked from start to finish.

But that's not all! Jon also introduces us to his latest venture, Sanas, a groundbreaking AI technology that neutralizes accents in real-time, making customer interactions smoother and more effective. Learn how this innovative solution is not only enhancing customer satisfaction but also improving the working conditions for call center agents worldwide. This is a game-changer in the CX space, and you won't want to miss Jon's firsthand account of how it all came to be.

Tom and Brian don't shy away from the tough questions, either. They delve into the ethical implications of AI in customer service, the future of human agents in an increasingly automated world, and the biggest misconceptions about AI's role in CX. This episode is a treasure trove of knowledge for anyone looking to stay ahead in the rapidly evolving world of customer experience.

So, what are you waiting for? Hit play and join us for an enlightening and entertaining discussion that promises to change the way you think about customer experience forever. Don't forget to like, subscribe, and leave your thoughts in the comments below. Let's dive into the world of CX without the BS!

]]> Are you ready to uncover the untold stories and groundbreaking innovations in the customer experience (CX) industry? In this episode of "CX Without the BS," hosts Tom Milligan and Brian Nichols sit down with the legendary Jon Heaps, often referred to as the "godfather of the channel." This conversation dives deep into the evolution of CX, from the early days of cloud technology to the revolutionary advancements in AI that are transforming how businesses interact with their customers. If you're passionate about CX, technology, or just love a good industry insider story, this episode is a must-watch!

Jon Heaps shares his incredible journey, starting from his early days at UCN, which later became NICE CXone, to his pivotal roles at Talkdesk and Observe.AI. Discover how Jon and his colleagues pioneered cloud-based contact centers before "cloud" was even a buzzword, and how they faced skepticism and challenges head-on to create a multi-billion dollar industry. This episode is packed with fascinating anecdotes and insights that will keep you hooked from start to finish.

But that's not all! Jon also introduces us to his latest venture, Sanas, a groundbreaking AI technology that neutralizes accents in real-time, making customer interactions smoother and more effective. Learn how this innovative solution is not only enhancing customer satisfaction but also improving the working conditions for call center agents worldwide. This is a game-changer in the CX space, and you won't want to miss Jon's firsthand account of how it all came to be.

Tom and Brian don't shy away from the tough questions, either. They delve into the ethical implications of AI in customer service, the future of human agents in an increasingly automated world, and the biggest misconceptions about AI's role in CX. This episode is a treasure trove of knowledge for anyone looking to stay ahead in the rapidly evolving world of customer experience.

So, what are you waiting for? Hit play and join us for an enlightening and entertaining discussion that promises to change the way you think about customer experience forever. Don't forget to like, subscribe, and leave your thoughts in the comments below. Let's dive into the world of CX without the BS!

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