CX without the BS
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.
Displaying items 11-20 of 23 in total of CX without the BS with the tag "customer experience".
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What Is the Biggest CX Mistake Companies Make?
August 13th, 2025 | 46 mins 57 secs
ai customer support, ai in customer service, avoid cx mistakes, bad cx examples, choosing cx vendors, contact center tips, customer experience, customer journey mapping, customer service technology, cx governance, cx leadership, cx roadmap, cx strategy, first call resolution, fixing customer friction, frontline employee feedback, improve customer experience, knowledge management, self-service tools
Most CX fails start before the customer ever calls — with bad tech decisions, ignored employees, and the wrong strategy. In this episode of CX Without the BS, we show you how to fix it before it costs you customers.
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Do Cold Calls Still Work in 2025?
July 30th, 2025 | 42 mins 9 secs
ai in sales, appointment setting tips, b2b sales tactics, cold calling tips, cold outreach, customer experience, cx podcast, how to cold call, how to follow up in sales, linkedin outreach, outbound sales strategy, sales authenticity, sales call mistakes, sales call script, sales development, sales development podcast, sales objections, sales pipeline, sdr coaching, sdr training
Cold calling isn't dead - bad cold calling is. In this episode, I sit down with John from LevelUp Leads to break down how SDRs can stop sounding robotic, block objections before they happen, and finally build real pipeline through human connection.
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5 Mistakes SMBs Make When Choosing UCaaS (and How to Avoid Them)
June 24th, 2025 | 7 mins 46 secs
best ucaas for smbs, business communications, call data, cheap ucaas problems, customer experience, flexible contracts, long-term contracts, phone support, phone system mistakes, reporting tools, small business tech, smb mistakes, smb tech advice, smb ucaas mistakes, support issues, tech advisor tips, ucaas, ucaas integrations, ucaas pitfalls, ucaas providers, unified communications
In this episode, we uncover the five critical mistakes SMBs make when choosing a UCaaS provider – and how you can avoid them to save time, money, and stress.
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Is Your CX Provider Lying to You?
December 2nd, 2024 | 1 hr 53 secs
business consulting, business technology, business transformation, channel management, channel partners, contact center solutions, customer experience, customer experience management, customer service solutions, cx technology, enterprise solutions, sales strategy, smb solutions, smb technology, tech industry analysis, tech industry critique, tech sales, technology advisory
What if there was someone who could cut through the noise and tell you exactly what's wrong with today's CX industry - especially when it comes to serving small and medium-sized businesses? Meet Daniel Vaughan, a refreshingly honest voice who's challenging the status quo and exposing the truth about what really matters in customer experience.
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How to Fix BAD Customer Service | Why Your Company Story Matters to Customers
August 9th, 2024 | 53 mins 3 secs
brand alignment, brand narrative, brand promises, business communication, company culture, corporate storytelling, customer engagement, customer experience, customer feedback, customer journey, customer loyalty, customer retention, customer satisfaction, customer service tips, cx improvement, cx strategy, employee empowerment, frontline employees, story archetypes, storytelling
Discover how crafting a compelling company story can transform your customer experience, empower your employees, and turn dissatisfied customers into loyal fans by aligning your brand's promises with real-world actions.
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Customer Service Secrets | Turning DISASTERS into Opportunities
August 2nd, 2024 | 47 mins 36 secs
ai in customer service, airline customer service, airline loyalty programs, airport chaos, brand loyalty, crowdstrike outage, customer complaints, customer experience, customer feedback, customer retention, customer satisfaction, customer service recovery, cx, cx technology, delta airlines, flight cancellation, frontier airlines, frontline employees, personalized solutions, service failure, skymiles, travel industry, travel problems
A travel nightmare turns into a masterclass in customer loyalty as Delta Airlines demonstrates how effective customer service recovery can transform a potentially disastrous experience into an opportunity to strengthen brand allegiance, highlighting the critical importance of empowering frontline employees and prioritizing personalized solutions in creating exceptional customer experiences.
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What are the BEST AI Tools for Customer Support?
July 12th, 2024 | 47 mins 43 secs
ai consultants, ai customer service, ai hype, ai implementation, ai in business, ai roi, ai tools, ai vs human support, chatbots, clarity cx, contact center solutions, contact center technology, conversational ai, customer experience, customer service automation, customer support technology, cx innovation, cx software, cx software comparison, cx trends, future of customer service, machine learning, omnichannel support, palomar
AI expert exposes the hype and reality of artificial intelligence in customer experience, offering practical insights on how businesses can leverage genuine AI solutions to transform their contact centers and improve customer service.
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Fix Your Customer Service Like We Fixed Our Health
June 28th, 2024 | 36 mins 42 secs
ai hype, ai implementation, ai in business, business improvement, business strategy, business success, business transformation, customer experience, customer retention, customer satisfaction, customer service, customer service nightmares, cx without bs, diet and exercise, gastric sleeve, health and business, lifestyle changes, long-term solutions, marketing bs, personal growth, quick fixes, sustainable progress, technology in business, weight loss, weight loss journey
Personal weight loss journeys mirror business transformations, revealing how quick fixes in both health and customer experience can lead to devastating consequences, while emphasizing the importance of building strong foundations for lasting success.
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The Biggest Problems in Customer Service (and How to FIX Them!)
June 21st, 2024 | 41 mins 26 secs
accent neutralization, ai advancements, ai and human interaction, ai ethics, ai in business, ai in customer service, brian nichols podcast, call center technology, cloud-based contact centers, contact center solutions, customer experience, customer satisfaction, customer service agents, customer service challenges, customer service innovation, cx industry trends, cx technology, 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, cx without the bs, jon heaps interview, noise elimination, offshoring customer service, sanas ai, tom milligan
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.
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How to Make Customers LOVE Your Call Center
June 14th, 2024 | 48 mins 36 secs
ai in customer service, ai replacement, automation, brian nichols, bs in cx, business leadership, business strategy, ccaas, charlie newark-french, cloud-based technology, contact center, contact center management, contact center of tomorrow, contact center tech, customer engagement, customer experience, customer experience management, customer experience technology, customer journey, customer loyalty, customer retention, customer satisfaction, customer service agents, customer service management, customer service technology, cx industry, cx innovation, cx solutions, cx tech, cx without the bs, digital transformation, entrepreneurship, future of cx, hyper science, industry insights, industry trends, innovation, innovation in cx, machine learning, marketing fluff, mortgage processing, radiologists, ringcentral, sales and marketing, sharpen cx, smb market, stability, startup scaling, technology disruption, thought leadership, tom milligan, ucaas, usable ai, venture capitalist
Charlie Newark-French, CEO of Sharpen, discusses how practical AI and innovative solutions are transforming the contact center industry to create customer experiences that people love (or at least don't hate as much).