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 3 Episode of CX without the BS with the tag “cx”.
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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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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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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.