web02.fireside.fm Sun, 12 Apr 2026 12:26:43 -0500 Fireside (https://fireside.fm) CX without the BS - Episodes Tagged with “Contact Center Automation” https://cswithoutthebs.fireside.fm/tags/contact%20center%20automation Fri, 26 Jul 2024 12:00:00 -0400 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 Top 3 AI Myths in Contact Centers: BUSTED https://cswithoutthebs.fireside.fm/top-3-ai-myths-in-contact-centers-busted 75649398-cbc3-4fe1-8aae-3845f4503db8 Fri, 26 Jul 2024 12:00:00 -0400 Brian Nichols full Brian Nichols A contact center industry veteran exposes the truth about AI in customer experience, revealing both its transformative potential and the rampant marketing hype, while emphasizing the enduring importance of human agents in delivering exceptional service. 52:10 yes Is AI revolutionizing the contact center industry, or is it just another overhyped buzzword? In this episode of CX Without the BS, hosts Brian Nichols and Tom Milligan dive deep into the world of customer experience with Fred Stacey, CEO of Cloud Tech Gurus. Fred's journey from phone agent to industry leader provides a unique perspective on the evolving landscape of CX technology. But what's really happening behind the scenes? Are companies truly benefiting from AI, or are they falling victim to exaggerated marketing claims? Fred shares his insights on the current state of AI in contact centers, revealing that while some companies are making significant strides, many are still struggling to separate fact from fiction. He discusses the challenges faced by both buyers and sellers in a market flooded with new AI-powered solutions. Is the promise of AI-driven efficiency and cost savings living up to the hype, or are we witnessing another tech bubble? The conversation takes an interesting turn as Fred explores the human side of contact center operations. Despite the rise of AI, he emphasizes the continued importance of employee experience in delivering exceptional customer service. But how can companies balance the adoption of new technologies with the need to invest in their people? Fred offers valuable insights on leadership, training, and creating career paths for contact center employees. As the discussion progresses, Fred addresses the biggest "BS" he's encountered in the industry over the past year. His candid assessment of marketing practices in the AI space is both eye-opening and thought-provoking. Are companies overpromising and underdelivering when it comes to AI capabilities? Fred's perspective on this issue is sure to spark debate among industry professionals. The episode concludes with practical advice for navigating the complex world of contact center technology. Fred shares his thoughts on how companies can make informed decisions when evaluating AI solutions and offers a glimpse into the future of CX. Whether you're a seasoned industry veteran or new to the world of customer experience, this episode of CX Without the BS provides valuable insights and a healthy dose of reality in an increasingly AI-driven landscape. AI customer service, contact center technology, CX innovation, artificial intelligence in call centers, customer experience trends, AI hype in CX, human agents vs AI, employee experience, contact center automation, AI chatbots, customer support technology, CX without BS, AI implementation challenges, future of customer service, AI marketing claims, contact center efficiency, AI cost savings, customer service leadership, CX technology evaluation, AI in business Is AI revolutionizing the contact center industry, or is it just another overhyped buzzword? In this episode of CX Without the BS, hosts Brian Nichols and Tom Milligan dive deep into the world of customer experience with Fred Stacey, CEO of Cloud Tech Gurus. Fred's journey from phone agent to industry leader provides a unique perspective on the evolving landscape of CX technology. But what's really happening behind the scenes? Are companies truly benefiting from AI, or are they falling victim to exaggerated marketing claims?

Fred shares his insights on the current state of AI in contact centers, revealing that while some companies are making significant strides, many are still struggling to separate fact from fiction. He discusses the challenges faced by both buyers and sellers in a market flooded with new AI-powered solutions. Is the promise of AI-driven efficiency and cost savings living up to the hype, or are we witnessing another tech bubble?

The conversation takes an interesting turn as Fred explores the human side of contact center operations. Despite the rise of AI, he emphasizes the continued importance of employee experience in delivering exceptional customer service. But how can companies balance the adoption of new technologies with the need to invest in their people? Fred offers valuable insights on leadership, training, and creating career paths for contact center employees.

As the discussion progresses, Fred addresses the biggest "BS" he's encountered in the industry over the past year. His candid assessment of marketing practices in the AI space is both eye-opening and thought-provoking. Are companies overpromising and underdelivering when it comes to AI capabilities? Fred's perspective on this issue is sure to spark debate among industry professionals.

The episode concludes with practical advice for navigating the complex world of contact center technology. Fred shares his thoughts on how companies can make informed decisions when evaluating AI solutions and offers a glimpse into the future of CX. Whether you're a seasoned industry veteran or new to the world of customer experience, this episode of CX Without the BS provides valuable insights and a healthy dose of reality in an increasingly AI-driven landscape.

]]> Is AI revolutionizing the contact center industry, or is it just another overhyped buzzword? In this episode of CX Without the BS, hosts Brian Nichols and Tom Milligan dive deep into the world of customer experience with Fred Stacey, CEO of Cloud Tech Gurus. Fred's journey from phone agent to industry leader provides a unique perspective on the evolving landscape of CX technology. But what's really happening behind the scenes? Are companies truly benefiting from AI, or are they falling victim to exaggerated marketing claims?

Fred shares his insights on the current state of AI in contact centers, revealing that while some companies are making significant strides, many are still struggling to separate fact from fiction. He discusses the challenges faced by both buyers and sellers in a market flooded with new AI-powered solutions. Is the promise of AI-driven efficiency and cost savings living up to the hype, or are we witnessing another tech bubble?

The conversation takes an interesting turn as Fred explores the human side of contact center operations. Despite the rise of AI, he emphasizes the continued importance of employee experience in delivering exceptional customer service. But how can companies balance the adoption of new technologies with the need to invest in their people? Fred offers valuable insights on leadership, training, and creating career paths for contact center employees.

As the discussion progresses, Fred addresses the biggest "BS" he's encountered in the industry over the past year. His candid assessment of marketing practices in the AI space is both eye-opening and thought-provoking. Are companies overpromising and underdelivering when it comes to AI capabilities? Fred's perspective on this issue is sure to spark debate among industry professionals.

The episode concludes with practical advice for navigating the complex world of contact center technology. Fred shares his thoughts on how companies can make informed decisions when evaluating AI solutions and offers a glimpse into the future of CX. Whether you're a seasoned industry veteran or new to the world of customer experience, this episode of CX Without the BS provides valuable insights and a healthy dose of reality in an increasingly AI-driven landscape.

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