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 10 Episode of CX without the BS with the tag “cx strategy”.
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How Apple, Yeti, and Stanley SOLD Feelings - NOT Features
December 31st, 2025 | 34 mins 17 secs
apple marketing, brand culture, brand disruption, business leadership, culture building, customer experience, cx strategy, emotional branding, entrepreneurship, marketing psychology, marketing strategy, price vs value, relational selling, ryan chute, sales mindset, sales psychology, sales training, transactional sales, trust in business, wizard of ads
Most businesses don’t lose because of bad products - they lose because they never earned trust. Ryan Chute breaks down why empathy, culture, and certainty beat price cuts every time.
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Why AI Won’t Save Your Bad Customer Service
December 1st, 2025 | 27 mins 35 secs
ai hype vs reality, ai in customer service, business communications, business phone issues, contact center tips, customer experience 2025, customer service tips, customer support problems, customer trust, cx basics, cx strategy, cx trends, phone system outages, small business tech issues, tech support failure, technology advisor help, ucaas problems, ucaas review, unified communications, vendor problems
The big problem in CX right now isn’t AI… it’s vendors who can’t even get the basics right. This episode breaks down the real stories from the road and exposes why customers no longer trust the hype.
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Why KPIs Are Killing Your Business
October 24th, 2025 | 51 mins 51 secs
agent performance, ai in contact centers, brian nichols, business strategy, call center management, contact center, customer experience, customer lifetime value, customer loyalty, customer retention, customer service, cx leadership, cx metrics, cx strategy, cx without the bs, key revenue indicators, kpi mistakes, kpis, revenue growth, sonic cx
Are KPIs actually killing your business? Justin Jones joins CX Without the BS to explain why chasing numbers destroys customer experience — and how to turn every service call into a revenue event.
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Top 5 Unified Communications Trends for 2025 (And Beyond!)
October 1st, 2025 | 39 mins 20 secs
brian nichols show, business communication tools, customer complaints, customer experience, customer retention, customer service problems, cx strategy, cx trends 2025, cx without the bs, how to keep customers happy, sales and marketing strategy, small business communication, smb growth, smb technology, unified communications, why customers leave
Why do so many businesses keep failing at customer experience? 🤔 In this episode of CX Without the BS, we break down the real reasons customers get frustrated — and the simple steps SMBs can take to finally fix it
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What Are the Top 5 Customer Experience Trends for 2026?
September 16th, 2025 | 37 mins 44 secs
accidental contact center, ai co-pilot not replacement, ai in customer service, business growth through cx, customer experience 2026, customer service tips 2026, cx data analytics, cx strategy, cx trends 2026, cx without the bs, human support vs chatbots, month-to-month contracts ucaas, smb customer service, technology advisor cx trends, turning cx data into action, ucaas trends 2026
Forget the hype... AI isn’t replacing people, contracts are dead, and human support is back. Here’s what actually matters if you want to win with customers next year...
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AI vs Humans: Who Wins in Customer Experience?
August 27th, 2025 | 28 mins 21 secs
ai customer service, ai hype, ai vs hi, ai vs human support, better customer support, chatbots fail, customer experience 2025, customer loyalty, customer service tips, customer trust, cx strategy, cx without the bs, first contact resolution, human experience cx, human intelligence vs ai, reduce customer effort, technology advisors, why chatbots don’t work
Is AI actually fixing customer experience... or just making it worse? Brian Nichols breaks down why Human Intelligence vs Artificial Intelligence always decides the Human Experience... and why that’s the only scoreboard that matters.
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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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5 Warning Signs Your Support Is Failing
July 16th, 2025 | 11 mins 53 secs
bad support signs, business growth tools, business support system, call center issues, contact center help, customer ghosting, customer retention, customer service problems, customer support mistakes, cx strategy, cx without the bs, fix support issues, how to improve customer service, small business churn, smb support tips, support burnout, support red flags, tech advisor tips, ticket escalation problems, ucaas sales
Your support system might be quietly chasing away your best customers. In this episode of CX Without the BS, I break down 5 sneaky signs your CX is failing — and how to fix it fast.
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Is AI Hurting Customer Experience?
July 8th, 2025 | 12 mins
ai emotional analysis, ai fails customer support, ai in customer service, ai mistakes in support, ai transcription errors, ai vs humans, bad ai examples, call center ai problems, call center burnout, contact center burnout, contact center innovation, customer service tools, customer support automation, cx strategy, cx technology, cx without the bs, hybrid ai models, real customer experience
AI was supposed to make customer service easier, but it’s quietly burning out your agents and making support worse – here’s why.
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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.