app03 Tue, 14 Jul 2026 16:52:19 +0000 Fireside (https://fireside.fm) CX without the BS - Episodes Tagged with “Human Agents Vs Ai” https://cswithoutthebs.fireside.fm/tags/human%20agents%20vs%20ai Fri, 26 Jul 2024 12:00:00 -0400 Most CX podcasts are built for Fortune 500 buyers with seven-figure budgets and dedicated transformation teams... This one isn't. CX Without the BS is for the technology advisors, IT leaders, and business owners working in the trenches of SMB and mid-market companies - the "forgotten 5000" who get pitched enterprise solutions they can't afford and ignored by vendors who don't think they're worth the support call. Host Brian Nichols brings real practitioner perspective from the unified communications and contact center space. No guru theater. No vendor hype. No recycled LinkedIn thought leadership dressed up as expertise. Just the actual conversations advisors and buyers need to be having... about why CX deployments fail, where vendors quietly cut corners, which product categories are oversold, and what questions you should be asking before you sign a three-year contract. Each episode pulls from real customer scenarios, market situations, and the framework laid out in Brian's book, The CX Compass. Some episodes are solo deep dives. Others bring in practitioners, advisors, and operators who can break down the mechanics of what actually works - and what's quietly broken behind the demo. If you're tired of buzzword bingo and ready for the version of CX nobody's willing to say out loud... you're in the right place. Subscribe, share it with an advisor or buyer who needs it, and let's cut through the noise together. en-us episodic Honest takes on customer experience and UCaaS for the SMB and mid-market buyers enterprise vendors forgot... hosted by Brian Nichols. Brian Nichols Most CX podcasts are built for Fortune 500 buyers with seven-figure budgets and dedicated transformation teams... This one isn't. CX Without the BS is for the technology advisors, IT leaders, and business owners working in the trenches of SMB and mid-market companies - the "forgotten 5000" who get pitched enterprise solutions they can't afford and ignored by vendors who don't think they're worth the support call. Host Brian Nichols brings real practitioner perspective from the unified communications and contact center space. No guru theater. No vendor hype. No recycled LinkedIn thought leadership dressed up as expertise. Just the actual conversations advisors and buyers need to be having... about why CX deployments fail, where vendors quietly cut corners, which product categories are oversold, and what questions you should be asking before you sign a three-year contract. Each episode pulls from real customer scenarios, market situations, and the framework laid out in Brian's book, The CX Compass. Some episodes are solo deep dives. Others bring in practitioners, advisors, and operators who can break down the mechanics of what actually works - and what's quietly broken behind the demo. If you're tired of buzzword bingo and ready for the version of CX nobody's willing to say out loud... you're in the right place. Subscribe, share it with an advisor or buyer who needs it, and let's cut through the noise together. yes CX podcast, customer experience, UCaaS, CCaaS, contact center, unified communications, technology advisors, channel partners, TSD, SMB technology, mid-market IT, vendor evaluation, CX strategy, customer service technology, Brian Nichols, CX Compass, business communications, cloud communications, customer engagement, sales enablement, B2B technology buying, IT decision makers, Telarus, agent experience, omnichannel Brian Nichols brian@briannicholsconsulting.com Top 3 AI Myths in Contact Centers: BUSTED https://cswithoutthebs.fireside.fm/top-3-ai-myths-in-contact-centers-busted 75649398-cbc3-4fe1-8aae-3845f4503db8 Fri, 26 Jul 2024 12:00:00 -0400 Brian Nichols full Brian Nichols A contact center industry veteran exposes the truth about AI in customer experience, revealing both its transformative potential and the rampant marketing hype, while emphasizing the enduring importance of human agents in delivering exceptional service. 52:10 yes <p>Is AI revolutionizing the contact center industry, or is it just another overhyped buzzword? In this episode of CX Without the BS, hosts Brian Nichols and Tom Milligan dive deep into the world of customer experience with Fred Stacey, CEO of Cloud Tech Gurus. Fred's journey from phone agent to industry leader provides a unique perspective on the evolving landscape of CX technology. But what's really happening behind the scenes? Are companies truly benefiting from AI, or are they falling victim to exaggerated marketing claims?</p> <p>Fred shares his insights on the current state of AI in contact centers, revealing that while some companies are making significant strides, many are still struggling to separate fact from fiction. He discusses the challenges faced by both buyers and sellers in a market flooded with new AI-powered solutions. Is the promise of AI-driven efficiency and cost savings living up to the hype, or are we witnessing another tech bubble?</p> <p>The conversation takes an interesting turn as Fred explores the human side of contact center operations. Despite the rise of AI, he emphasizes the continued importance of employee experience in delivering exceptional customer service. But how can companies balance the adoption of new technologies with the need to invest in their people? Fred offers valuable insights on leadership, training, and creating career paths for contact center employees.</p> <p>As the discussion progresses, Fred addresses the biggest "BS" he's encountered in the industry over the past year. His candid assessment of marketing practices in the AI space is both eye-opening and thought-provoking. Are companies overpromising and underdelivering when it comes to AI capabilities? Fred's perspective on this issue is sure to spark debate among industry professionals.</p> <p>The episode concludes with practical advice for navigating the complex world of contact center technology. Fred shares his thoughts on how companies can make informed decisions when evaluating AI solutions and offers a glimpse into the future of CX. Whether you're a seasoned industry veteran or new to the world of customer experience, this episode of CX Without the BS provides valuable insights and a healthy dose of reality in an increasingly AI-driven landscape. </p> AI customer service, contact center technology, CX innovation, artificial intelligence in call centers, customer experience trends, AI hype in CX, human agents vs AI, employee experience, contact center automation, AI chatbots, customer support technology, CX without BS, AI implementation challenges, future of customer service, AI marketing claims, contact center efficiency, AI cost savings, customer service leadership, CX technology evaluation, AI in business Is AI revolutionizing the contact center industry, or is it just another overhyped buzzword? In this episode of CX Without the BS, hosts Brian Nichols and Tom Milligan dive deep into the world of customer experience with Fred Stacey, CEO of Cloud Tech Gurus. Fred's journey from phone agent to industry leader provides a unique perspective on the evolving landscape of CX technology. But what's really happening behind the scenes? Are companies truly benefiting from AI, or are they falling victim to exaggerated marketing claims?

Fred shares his insights on the current state of AI in contact centers, revealing that while some companies are making significant strides, many are still struggling to separate fact from fiction. He discusses the challenges faced by both buyers and sellers in a market flooded with new AI-powered solutions. Is the promise of AI-driven efficiency and cost savings living up to the hype, or are we witnessing another tech bubble?

The conversation takes an interesting turn as Fred explores the human side of contact center operations. Despite the rise of AI, he emphasizes the continued importance of employee experience in delivering exceptional customer service. But how can companies balance the adoption of new technologies with the need to invest in their people? Fred offers valuable insights on leadership, training, and creating career paths for contact center employees.

As the discussion progresses, Fred addresses the biggest "BS" he's encountered in the industry over the past year. His candid assessment of marketing practices in the AI space is both eye-opening and thought-provoking. Are companies overpromising and underdelivering when it comes to AI capabilities? Fred's perspective on this issue is sure to spark debate among industry professionals.

The episode concludes with practical advice for navigating the complex world of contact center technology. Fred shares his thoughts on how companies can make informed decisions when evaluating AI solutions and offers a glimpse into the future of CX. Whether you're a seasoned industry veteran or new to the world of customer experience, this episode of CX Without the BS provides valuable insights and a healthy dose of reality in an increasingly AI-driven landscape.

]]> Is AI revolutionizing the contact center industry, or is it just another overhyped buzzword? In this episode of CX Without the BS, hosts Brian Nichols and Tom Milligan dive deep into the world of customer experience with Fred Stacey, CEO of Cloud Tech Gurus. Fred's journey from phone agent to industry leader provides a unique perspective on the evolving landscape of CX technology. But what's really happening behind the scenes? Are companies truly benefiting from AI, or are they falling victim to exaggerated marketing claims?

Fred shares his insights on the current state of AI in contact centers, revealing that while some companies are making significant strides, many are still struggling to separate fact from fiction. He discusses the challenges faced by both buyers and sellers in a market flooded with new AI-powered solutions. Is the promise of AI-driven efficiency and cost savings living up to the hype, or are we witnessing another tech bubble?

The conversation takes an interesting turn as Fred explores the human side of contact center operations. Despite the rise of AI, he emphasizes the continued importance of employee experience in delivering exceptional customer service. But how can companies balance the adoption of new technologies with the need to invest in their people? Fred offers valuable insights on leadership, training, and creating career paths for contact center employees.

As the discussion progresses, Fred addresses the biggest "BS" he's encountered in the industry over the past year. His candid assessment of marketing practices in the AI space is both eye-opening and thought-provoking. Are companies overpromising and underdelivering when it comes to AI capabilities? Fred's perspective on this issue is sure to spark debate among industry professionals.

The episode concludes with practical advice for navigating the complex world of contact center technology. Fred shares his thoughts on how companies can make informed decisions when evaluating AI solutions and offers a glimpse into the future of CX. Whether you're a seasoned industry veteran or new to the world of customer experience, this episode of CX Without the BS provides valuable insights and a healthy dose of reality in an increasingly AI-driven landscape.

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