CX without the BS
Honest takes on customer experience and UCaaS for the SMB and mid-market buyers enterprise vendors forgot... hosted by Brian Nichols.
Displaying 3 items of CX without the BS with the tag "customer experience strategy".
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AI Costs More Than Your Employees | Uber Blew Its ENTIRE AI Budget in 4 Months
July 1st, 2026 | 18 mins 35 secs
ai agents, ai bubble, ai chatbot, ai costs, ai customer service, ai hype, ai in business, ai infrastructure, ai replacing jobs, ai roi, ai vs humans, air canada chatbot, brian nichols, ccaas, chatbot fail, contact center, conversational ai, customer experience, customer experience strategy, customer service ai, cx without the bs, data center backlash, enterprise ai, future of work, human vs ai, nvidia ai cost, technology advisors, uber ai budget, uber claude code, ucaas
The pitch was "fire your expensive people, the software's cheaper." Turns out the software isn't cheap... and it can't replace the human. So companies bought BOTH.
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CX Industry LYING About AI Capabilities?
February 4th, 2026 | 56 mins 19 secs
ai in customer service, brian nichols, business ethics, business podcast, cloud sherpa, contact center ai, customer experience strategy, cx without the bs, derek roush, early termination fees, level365, month to month contracts, sales commission, spiff chasing, tech consulting., technology advisor alliance, telecom contracts, telecom fraud, telecom sales, ucaas, vocal point consulting, voip
If your tech advisor is pushing a 5-year contract, check their commission structure. The industry is addicted to 12x upfront "spiffs" while you get stuck with the bill. It’s time for "Death to ETFs." Stop signing handcuffs.
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Will AI Really Replace Call Center Agents?
August 20th, 2025 | 41 mins 58 secs
ai call center tools, ai contact center solutions, ai customer service, ai hype vs reality, ai in cx, ai readiness, ai regulation, ai vs empathy, ai vs humans, brian nichols show, call center automation, change management in ai, cloud tech gurus, contact center ai, customer experience strategy, customer support mistakes, cx without the bs, fred stacey interview, future of customer experience
AI won’t magically fix your customer experience—it only works if your people and processes are ready. In this episode of CX Without the BS, we break down the biggest lies about AI in contact centers and what actually works.