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