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 items 11-20 of 21 in total of CX without the BS with the tag "cx without the bs".
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Will AI Really Replace Call Center Agents?
August 20th, 2025 | 41 mins 58 secs
ai call center tools, ai contact center solutions, ai customer service, ai hype vs reality, ai in cx, ai readiness, ai regulation, ai vs empathy, ai vs humans, brian nichols show, call center automation, change management in ai, cloud tech gurus, contact center ai, customer experience strategy, customer support mistakes, cx without the bs, fred stacey interview, future of customer experience
AI won’t magically fix your customer experience—it only works if your people and processes are ready. In this episode of CX Without the BS, we break down the biggest lies about AI in contact centers and what actually works.
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5 Reasons Why AI Makes Customer Service Worse
August 5th, 2025 | 9 mins 32 secs
ai customer support problems, ai dashboards issues, ai in call centers, ai in customer service, ai myths in business, ai tool review, ai vs human support, bad ai examples, broken ai promises, contact center ai, cx mistakes with ai, cx without the bs, fake personalization ai, how to fix customer experience, real cx talk, robotic customer service, smart support tips, tech buyer ai guide, technology advisor podcast, why ai fails in support
AI was supposed to fix customer experience — but most companies are just frustrating people faster.
In this week’s episode of CX Without the BS, we expose 5 big ways AI is making CX worse (and how to fix it). -
Is Your UCaaS Vendor Lying About AI?
August 4th, 2025 | 4 mins 53 secs
ai call routing problems, ai fail examples, ai in ucaas, ai myths in ucaas, ai powered ucaas, ai red flags, cx without the bs, fake ai warning signs, how to spot fake ai, level365, press 1 for sales, real ucaas solutions, small business phone system, smart call routing, technology advisor tips, ucaas ai, ucaas demo advice, ucaas for smbs, ucaas phone menus, ucaas tips, unified communications ai
If your customer is still hearing "Press 1 for Sales, Press 2 for Support" — that’s not intelligence. That’s a script with a buzzword mask. In this episode of CX Without the BS, we’re breaking down the #1 red flag that tells you your vendor might be full of it.
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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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10 Discovery Questions EVERY Tech Advisor Needs
July 1st, 2025 | 9 mins 10 secs
business phone system problems, contact center discovery, customer experience questions, cx sales tips, cx without the bs, improve customer experience, level365, missed call tracking, phone system red flags, smb communication issues, smb phone system, tech advisor training, technology advisor tools, ucaas sales, unified communications, voip discovery questions
Most SMBs aren’t choosing the wrong phone system on purpose – they’re just not asking the right questions. In this week’s CX Without the BS, I’m breaking down 10 brutally honest questions that expose hidden CX problems fast. Listen, learn, and level up.
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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.
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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
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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!