web02.fireside.fm Sun, 12 Apr 2026 12:27:50 -0500 Fireside (https://fireside.fm) CX without the BS - Episodes Tagged with “Cx Industry Trends” https://cswithoutthebs.fireside.fm/tags/cx%20industry%20trends Fri, 21 Jun 2024 06:00:00 -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 The Biggest Problems in Customer Service (and How to FIX Them!) https://cswithoutthebs.fireside.fm/the-biggest-problems-in-customer-service-and-how-to-fix-them 4d98a80b-6887-4a29-8132-21da7d63a44f Fri, 21 Jun 2024 06:00:00 -0400 Brian Nichols full Brian Nichols 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. 41:26 yes Are you ready to uncover the untold stories and groundbreaking innovations in the customer experience (CX) industry? In this episode of "CX Without the BS," hosts Tom Milligan and Brian Nichols sit down with the legendary Jon Heaps, often referred to as the "godfather of the channel." This conversation dives deep into the evolution of CX, from the early days of cloud technology to the revolutionary advancements in AI that are transforming how businesses interact with their customers. If you're passionate about CX, technology, or just love a good industry insider story, this episode is a must-watch! Jon Heaps shares his incredible journey, starting from his early days at UCN, which later became NICE CXone, to his pivotal roles at Talkdesk and Observe.AI. Discover how Jon and his colleagues pioneered cloud-based contact centers before "cloud" was even a buzzword, and how they faced skepticism and challenges head-on to create a multi-billion dollar industry. This episode is packed with fascinating anecdotes and insights that will keep you hooked from start to finish. But that's not all! Jon also introduces us to his latest venture, Sanas, a groundbreaking AI technology that neutralizes accents in real-time, making customer interactions smoother and more effective. Learn how this innovative solution is not only enhancing customer satisfaction but also improving the working conditions for call center agents worldwide. This is a game-changer in the CX space, and you won't want to miss Jon's firsthand account of how it all came to be. Tom and Brian don't shy away from the tough questions, either. They delve into the ethical implications of AI in customer service, the future of human agents in an increasingly automated world, and the biggest misconceptions about AI's role in CX. This episode is a treasure trove of knowledge for anyone looking to stay ahead in the rapidly evolving world of customer experience. So, what are you waiting for? Hit play and join us for an enlightening and entertaining discussion that promises to change the way you think about customer experience forever. Don't forget to like, subscribe, and leave your thoughts in the comments below. Let's dive into the world of CX without the BS! AI in customer service, customer experience, CX technology, cloud-based contact centers, accent neutralization, Sanas AI, Jon Heaps interview, customer service innovation, AI ethics, call center technology, noise elimination, offshoring customer service, customer satisfaction, AI in business, contact center solutions, CX industry trends, customer service challenges, AI advancements, CX Without the BS, Brian Nichols podcast, Tom Milligan, customer service agents, AI and human interaction, 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 Are you ready to uncover the untold stories and groundbreaking innovations in the customer experience (CX) industry? In this episode of "CX Without the BS," hosts Tom Milligan and Brian Nichols sit down with the legendary Jon Heaps, often referred to as the "godfather of the channel." This conversation dives deep into the evolution of CX, from the early days of cloud technology to the revolutionary advancements in AI that are transforming how businesses interact with their customers. If you're passionate about CX, technology, or just love a good industry insider story, this episode is a must-watch!

Jon Heaps shares his incredible journey, starting from his early days at UCN, which later became NICE CXone, to his pivotal roles at Talkdesk and Observe.AI. Discover how Jon and his colleagues pioneered cloud-based contact centers before "cloud" was even a buzzword, and how they faced skepticism and challenges head-on to create a multi-billion dollar industry. This episode is packed with fascinating anecdotes and insights that will keep you hooked from start to finish.

But that's not all! Jon also introduces us to his latest venture, Sanas, a groundbreaking AI technology that neutralizes accents in real-time, making customer interactions smoother and more effective. Learn how this innovative solution is not only enhancing customer satisfaction but also improving the working conditions for call center agents worldwide. This is a game-changer in the CX space, and you won't want to miss Jon's firsthand account of how it all came to be.

Tom and Brian don't shy away from the tough questions, either. They delve into the ethical implications of AI in customer service, the future of human agents in an increasingly automated world, and the biggest misconceptions about AI's role in CX. This episode is a treasure trove of knowledge for anyone looking to stay ahead in the rapidly evolving world of customer experience.

So, what are you waiting for? Hit play and join us for an enlightening and entertaining discussion that promises to change the way you think about customer experience forever. Don't forget to like, subscribe, and leave your thoughts in the comments below. Let's dive into the world of CX without the BS!

]]> Are you ready to uncover the untold stories and groundbreaking innovations in the customer experience (CX) industry? In this episode of "CX Without the BS," hosts Tom Milligan and Brian Nichols sit down with the legendary Jon Heaps, often referred to as the "godfather of the channel." This conversation dives deep into the evolution of CX, from the early days of cloud technology to the revolutionary advancements in AI that are transforming how businesses interact with their customers. If you're passionate about CX, technology, or just love a good industry insider story, this episode is a must-watch!

Jon Heaps shares his incredible journey, starting from his early days at UCN, which later became NICE CXone, to his pivotal roles at Talkdesk and Observe.AI. Discover how Jon and his colleagues pioneered cloud-based contact centers before "cloud" was even a buzzword, and how they faced skepticism and challenges head-on to create a multi-billion dollar industry. This episode is packed with fascinating anecdotes and insights that will keep you hooked from start to finish.

But that's not all! Jon also introduces us to his latest venture, Sanas, a groundbreaking AI technology that neutralizes accents in real-time, making customer interactions smoother and more effective. Learn how this innovative solution is not only enhancing customer satisfaction but also improving the working conditions for call center agents worldwide. This is a game-changer in the CX space, and you won't want to miss Jon's firsthand account of how it all came to be.

Tom and Brian don't shy away from the tough questions, either. They delve into the ethical implications of AI in customer service, the future of human agents in an increasingly automated world, and the biggest misconceptions about AI's role in CX. This episode is a treasure trove of knowledge for anyone looking to stay ahead in the rapidly evolving world of customer experience.

So, what are you waiting for? Hit play and join us for an enlightening and entertaining discussion that promises to change the way you think about customer experience forever. Don't forget to like, subscribe, and leave your thoughts in the comments below. Let's dive into the world of CX without the BS!

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