web01.fireside.fm Mon, 06 Apr 2026 08:08:42 -0500 Fireside (https://fireside.fm) CX without the BS - Episodes Tagged with “Customer Experience Questions” https://cswithoutthebs.fireside.fm/tags/customer%20experience%20questions Tue, 01 Jul 2025 13:00:00 -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 10 Discovery Questions EVERY Tech Advisor Needs https://cswithoutthebs.fireside.fm/10-discovery-questions-every-tech-advisor-needs 5d7d3918-1cb6-4243-9416-afcb3d6095c8 Tue, 01 Jul 2025 13:00:00 -0400 Brian Nichols full Brian Nichols Most SMBs aren’t choosing the wrong phone system on purpose – they’re just not asking the right questions. In this week’s CX Without the BS, I’m breaking down 10 brutally honest questions that expose hidden CX problems fast. Listen, learn, and level up. 9:10 no *What if one question could expose everything wrong with your customer experience? * Most businesses think their phone systems are “fine” – until you start asking the right questions. In this episode of CX Without the BS, we rip off the band-aid and walk through 10 brutally direct questions that reveal how your phone system is actually performing. You’ll walk away with a cheat code to uncover hidden CX gaps – the kind that are quietly costing money, frustrating customers, and demoralizing teams. These aren’t softballs. We’re skipping the fluff and diving straight into the conversations you should be having with every client, every time. From missed call tracking to personal cell phone usage, every question pulls back the curtain on a broken or duct-taped system. If you’ve ever heard a business say “we’re fine,” you’ll want to press play. We break down each question, not just with what to ask, but why it matters. You’ll learn how to spot blind spots in visibility, poor integrations, slow resolutions, voicemail chaos, and the myth of “happy customers” as a CX metric. Most of these issues aren’t on purpose - they’re a result of never asking hard questions in the first place. Every single question in this episode is designed to expose real-world communication problems before they cost you a deal or a customer. These are the questions that separate amateur tech advisors from trusted experts – and they’re exactly how you position a better system without sounding salesy. If you’re a technology advisor, a channel partner, or even a business owner yourself, this is 20 minutes of discovery gold. Don’t waste time pitching – ask better questions, uncover the gaps, and let the customer ask you for the fix. customer experience questions, business phone system problems, contact center discovery, missed call tracking, SMB communication issues, technology advisor tools, CX without the BS, phone system red flags, UCaaS sales, VoIP discovery questions, Level365, SMB phone system, CX sales tips, improve customer experience, unified communications, tech advisor training *What if one question could expose everything wrong with your customer experience?
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Most businesses think their phone systems are “fine” – until you start asking the right questions. In this episode of CX Without the BS, we rip off the band-aid and walk through 10 brutally direct questions that reveal how your phone system is actually performing. You’ll walk away with a cheat code to uncover hidden CX gaps – the kind that are quietly costing money, frustrating customers, and demoralizing teams.

These aren’t softballs. We’re skipping the fluff and diving straight into the conversations you should be having with every client, every time. From missed call tracking to personal cell phone usage, every question pulls back the curtain on a broken or duct-taped system. If you’ve ever heard a business say “we’re fine,” you’ll want to press play.

We break down each question, not just with what to ask, but why it matters. You’ll learn how to spot blind spots in visibility, poor integrations, slow resolutions, voicemail chaos, and the myth of “happy customers” as a CX metric. Most of these issues aren’t on purpose - they’re a result of never asking hard questions in the first place.

Every single question in this episode is designed to expose real-world communication problems before they cost you a deal or a customer. These are the questions that separate amateur tech advisors from trusted experts – and they’re exactly how you position a better system without sounding salesy.

If you’re a technology advisor, a channel partner, or even a business owner yourself, this is 20 minutes of discovery gold. Don’t waste time pitching – ask better questions, uncover the gaps, and let the customer ask you for the fix.

]]> *What if one question could expose everything wrong with your customer experience?
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Most businesses think their phone systems are “fine” – until you start asking the right questions. In this episode of CX Without the BS, we rip off the band-aid and walk through 10 brutally direct questions that reveal how your phone system is actually performing. You’ll walk away with a cheat code to uncover hidden CX gaps – the kind that are quietly costing money, frustrating customers, and demoralizing teams.

These aren’t softballs. We’re skipping the fluff and diving straight into the conversations you should be having with every client, every time. From missed call tracking to personal cell phone usage, every question pulls back the curtain on a broken or duct-taped system. If you’ve ever heard a business say “we’re fine,” you’ll want to press play.

We break down each question, not just with what to ask, but why it matters. You’ll learn how to spot blind spots in visibility, poor integrations, slow resolutions, voicemail chaos, and the myth of “happy customers” as a CX metric. Most of these issues aren’t on purpose - they’re a result of never asking hard questions in the first place.

Every single question in this episode is designed to expose real-world communication problems before they cost you a deal or a customer. These are the questions that separate amateur tech advisors from trusted experts – and they’re exactly how you position a better system without sounding salesy.

If you’re a technology advisor, a channel partner, or even a business owner yourself, this is 20 minutes of discovery gold. Don’t waste time pitching – ask better questions, uncover the gaps, and let the customer ask you for the fix.

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