app03 Tue, 14 Jul 2026 16:52:21 +0000 Fireside (https://fireside.fm) CX without the BS - Episodes Tagged with “Covid 19 Impact” https://cswithoutthebs.fireside.fm/tags/covid-19%20impact Thu, 23 May 2024 16:00:00 -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 CX Dilemma: To AI or Not to AI https://cswithoutthebs.fireside.fm/the-cx-dilemma-to-ai-or-not-to-ai b1c4597d-ee67-46b2-b8d2-8eb5725385b7 Thu, 23 May 2024 16:00:00 -0400 Brian Nichols full Brian Nichols In this inaugural episode of "CX Without the BS," industry veteran Michael Del Signore shares his insights on the transformative impact of COVID-19 on the customer experience (CX) industry, highlighting the importance of a human-centered approach to technology adoption and the need to separate fact from fiction in the hype surrounding AI and automation. 44:56 yes <p>Are you tired of the BS in the CX industry? Join Tom Milligan and Brian Nichols as they cut through the noise and get real with industry experts on CX without the BS. In this inaugural episode, they sit down with Michael Del Signore, a 30-year veteran of the CX world who's worked with big names like JP Morgan Chase, MoneyGram International, and Bank of America. But what makes Michael stand out in an industry full of buzzwords and empty promises?</p> <p>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.</p> <p>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.</p> <p>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.</p> <p>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. </p> <p>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! </p> CX industry, COVID-19 impact, customer experience, AI in CX, technology adoption, human-centered approach, customer service, CX without the BS, Michael Delsignore, IntelliSense, technology services distributor, master agent, CX providers, UCaaS, CCaaS, AI analytics, sentiment analysis, customer journey, CX infrastructure, digital transformation, customer engagement, CX challenges, CX solutions. Are you tired of the BS in the CX industry? Join Tom Milligan and Brian Nichols as they cut through the noise and get real with industry experts on CX without the BS. In this inaugural episode, they sit down with Michael Del Signore, a 30-year veteran of the CX world who's worked with big names like JP Morgan Chase, MoneyGram International, and Bank of America. But what makes Michael stand out in an industry full of buzzwords and empty promises?

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!

]]> Are you tired of the BS in the CX industry? Join Tom Milligan and Brian Nichols as they cut through the noise and get real with industry experts on CX without the BS. In this inaugural episode, they sit down with Michael Del Signore, a 30-year veteran of the CX world who's worked with big names like JP Morgan Chase, MoneyGram International, and Bank of America. But what makes Michael stand out in an industry full of buzzwords and empty promises?

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!

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