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 all 7 Episode of CX without the BS with the tag “customer journey”.
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Why UCaaS Quotes NEVER Match the Bill
December 16th, 2025 | 48 mins 38 secs
business communication, business phone systems, ccaas, channel sales, customer experience, customer journey, customer support, customer trust, cx without the bs, hidden fees, m&a impact, mergers and acquisitions, phone system pricing, tech advisors, tech sales, ucaas, unified communications, vendor transparency
Why do UCaaS quotes never match the bill? In this episode of CX Without the BS, Brian Nichols and Stephen Howard break down the pricing games, broken incentives, and quiet BS that keep customer experience stuck.
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How Do I Fix Bad Customer Service at My Business?
October 14th, 2025 | 52 mins 1 sec
agent experience, ai in cx, call center, ccaas, chatbots, contact center, csat, customer complaints, customer experience, customer journey, customer loyalty, customer retention, customer service, cx, cx metrics, employee engagement, first contact resolution, generative ai, help desk, hold times, human support, ivr, nps, omnichannel, reduce churn, self-service, service design, small business cx, support tips, ucaas, voice of customer
Is AI fixing CX or just getting in the way? In this no-BS episode, we show how to use AI where it helps, bring humans back where it matters, ditch vanity metrics, and fix the basics that win loyalty.
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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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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).
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The Biggest MYTHS About Customer Service | CX Industry Secrets
June 7th, 2024 | 39 mins 47 secs
ai, andy bird, avant, brian nichols, change management, channel partners, cloud services, contact center, crm, csat, customer acquisition, customer engagement, customer experience, customer interactions, customer journey, customer satisfaction, customer service, cx, cx industry, cx without the bs, education, emotional quotient, generative ai, hyperscalers, implementation, industry insights, industry trends, ivr, long-term relationships, nps, pandemic, parallel paths, qualtrics, remote work, revenue generation, roadmap, roi, roi-driven strategies, sharpen cx, survey monkey, surveys, technology, tom milligan, trusted advisors, vendor selection, wem, wfm
In this episode of "CX Without the BS," Andy Bird, VP of CX at Avant, reveals how the pandemic and rapid technological advancements have transformed customer experience, emphasizing the importance of starting small with AI, building long-term relationships, and focusing on ROI-driven strategies.
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Why Customers Leave (How to Make Them Stay!)
May 31st, 2024 | 29 mins 28 secs
actionable cx insights, business growth, business owner tips, business podcast, customer experience, customer experience podcast, customer journey, customer loyalty, customer retention, customer satisfaction, customer service advice, customer service expert, customer service hacks, customer service improvement, customer service mistakes, customer service solutions, customer service tips, cx culture, cx podcast, cx professional insights, cx strategies, cx transformation, cx without the bs, debunking cx myths, enhancing customer experience, improving customer interactions, pam cx expert, practical cx advice, real-world cx examples, technology in cx
Today we challenge conventional customer experience strategies by debunking common myths and offering actionable insights to transform how businesses understand and enhance their customer interactions!
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The CX Dilemma: To AI or Not to AI
May 23rd, 2024 | 44 mins 56 secs
ai analytics, ai in cx, ccaas, covid-19 impact, customer engagement, customer experience, customer journey, customer service, cx challenges, cx industry, cx infrastructure, cx providers, cx solutions., cx without the bs, digital transformation, human-centered approach, intellisense, master agent, michael delsignore, sentiment analysis, technology adoption, technology services distributor, ucaas
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.