web01.fireside.fm Wed, 27 May 2026 11:56:28 -0500 Fireside (https://fireside.fm) CX without the BS - Episodes Tagged with “Ivr” https://cswithoutthebs.fireside.fm/tags/ivr Tue, 14 Oct 2025 17:00:00 -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 How Do I Fix Bad Customer Service at My Business? https://cswithoutthebs.fireside.fm/how-do-i-fix-bad-customer-service-at-my-business 4c086f10-5724-43b5-9af4-579160defb41 Tue, 14 Oct 2025 17:00:00 -0400 Brian Nichols full Brian Nichols Is AI fixing CX or just getting in the way? In this no-BS episode, we show how to use AI where it helps, bring humans back where it matters, ditch vanity metrics, and fix the basics that win loyalty. 52:01 no <p>Is AI really fixing customer service... or is it making everything harder? What if the real secret to great CX isn’t a shiny tool, but simple, human-first basics done right? In this no-BS episode, we pull back the curtain on today’s most hyped claims and ask the questions nobody else will. If you’ve ever yelled “agent!” at a chatbot, this is your episode.</p> <p>We break down the hype around AI in CX and show where it helps — and where it falls flat. You’ll hear the clear difference between “AI as a helper” and “AI as a wall,” plus the fastest ways to stop bots from ruining your brand.</p> <p>Then we get real about the human touch. Why are customers begging to talk to a person again? We map the moments where empathy beats automation and how to build a clean handoff from bot to human without the headache.</p> <p>We also expose the silent killers: accidental contact centers, broken basics, and score-chasing (NPS worship) that hides real problems. You’ll learn how to swap vanity metrics for actions that move retention, referrals, and revenue.</p> <p>Finally, we connect the dot nobody’s talking about: happy teams create happy customers. We show the simple moves — empower, listen, remove red tape — that turn burned-out reps into loyalty machines. No buzzwords. Just what works. </p> customer experience, CX, customer service, contact center, call center, UCaaS, CCaaS, AI in CX, chatbots, generative AI, human support, agent experience, employee engagement, omnichannel, NPS, CSAT, CX metrics, customer retention, customer loyalty, reduce churn, first contact resolution, self-service, IVR, hold times, customer journey, small business CX, support tips, customer complaints, voice of customer, help desk, service design Is AI really fixing customer service... or is it making everything harder? What if the real secret to great CX isn’t a shiny tool, but simple, human-first basics done right? In this no-BS episode, we pull back the curtain on today’s most hyped claims and ask the questions nobody else will. If you’ve ever yelled “agent!” at a chatbot, this is your episode.

We break down the hype around AI in CX and show where it helps — and where it falls flat. You’ll hear the clear difference between “AI as a helper” and “AI as a wall,” plus the fastest ways to stop bots from ruining your brand.

Then we get real about the human touch. Why are customers begging to talk to a person again? We map the moments where empathy beats automation and how to build a clean handoff from bot to human without the headache.

We also expose the silent killers: accidental contact centers, broken basics, and score-chasing (NPS worship) that hides real problems. You’ll learn how to swap vanity metrics for actions that move retention, referrals, and revenue.

Finally, we connect the dot nobody’s talking about: happy teams create happy customers. We show the simple moves — empower, listen, remove red tape — that turn burned-out reps into loyalty machines. No buzzwords. Just what works.

]]> Is AI really fixing customer service... or is it making everything harder? What if the real secret to great CX isn’t a shiny tool, but simple, human-first basics done right? In this no-BS episode, we pull back the curtain on today’s most hyped claims and ask the questions nobody else will. If you’ve ever yelled “agent!” at a chatbot, this is your episode.

We break down the hype around AI in CX and show where it helps — and where it falls flat. You’ll hear the clear difference between “AI as a helper” and “AI as a wall,” plus the fastest ways to stop bots from ruining your brand.

Then we get real about the human touch. Why are customers begging to talk to a person again? We map the moments where empathy beats automation and how to build a clean handoff from bot to human without the headache.

We also expose the silent killers: accidental contact centers, broken basics, and score-chasing (NPS worship) that hides real problems. You’ll learn how to swap vanity metrics for actions that move retention, referrals, and revenue.

Finally, we connect the dot nobody’s talking about: happy teams create happy customers. We show the simple moves — empower, listen, remove red tape — that turn burned-out reps into loyalty machines. No buzzwords. Just what works.

]]> The Biggest MYTHS About Customer Service | CX Industry Secrets https://cswithoutthebs.fireside.fm/the-biggest-myths-about-customer-service 944f89c4-893d-45fd-a3ea-4b8afc4b83de Fri, 07 Jun 2024 06:00:00 -0400 Brian Nichols full Brian Nichols 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. 39:47 yes <p>Are you ready to uncover the biggest myths and transformations in the Customer Experience (CX) industry? In this episode of "CX Without the BS," we dive deep into the evolution of CX over the past decade, the impact of the pandemic, and the future of AI in customer service. Join hosts Brian Nichols and Tom Milligan as they sit down with Andy Bird, VP of CX at Avant, to discuss the real changes and challenges in the CX world.</p> <p>Andy Bird brings over 25 years of experience in the CX space, sharing invaluable insights on how the industry has shifted from focusing solely on customer satisfaction to driving ROI and engagement. Discover how the pandemic forced companies to rethink their customer service strategies, the rise of remote work, and the critical role of technology in enhancing customer interactions. Andy's firsthand experiences and expert opinions will leave you questioning everything you thought you knew about CX.</p> <p>In this episode, we explore the importance of starting small with AI implementations, the dangers of overdeveloping roadmaps, and the need for a balanced approach to technology adoption. Andy emphasizes the significance of building long-term relationships with customers and the value of continuous education for trusted advisors. Learn how to navigate the complexities of modern CX and avoid common pitfalls that can derail your customer service efforts.</p> <p>We also delve into the ethical considerations of the CX industry, the importance of trust and integrity, and why Avant stands out as a leader in the field. Andy's candid discussion about the challenges and opportunities in CX provides a refreshing perspective on what it takes to succeed in this ever-evolving landscape. Whether you're a CX professional, a business leader, or simply curious about the future of customer service, this episode is packed with actionable insights and thought-provoking discussions.</p> <p>Don't miss out on this engaging conversation that cuts through the BS and gets to the heart of what really matters in CX. Hit the play button now to learn from one of the industry's top experts and elevate your customer experience game. And if you enjoy the episode, be sure to like, comment, and subscribe for more no-nonsense insights on CX, AI, and beyond! </p> customer experience, CX, customer service, pandemic, remote work, AI, technology, trusted advisors, channel partners, customer acquisition, revenue generation, ROI, contact center, IVR, WFM, CRM, surveys, Qualtrics, Survey Monkey, vendor selection, education, implementation, roadmap, ROI-driven strategies, hyperscalers, cloud services, customer satisfaction, NPS, CSAT, customer engagement, customer interactions, long-term relationships, emotional quotient, generative AI, change management, customer journey, parallel paths, WEM, CX industry, industry trends, industry insights, CX without the BS, Andy Bird, Avant, sharpen CX, Tom Milligan, Brian Nichols Are you ready to uncover the biggest myths and transformations in the Customer Experience (CX) industry? In this episode of "CX Without the BS," we dive deep into the evolution of CX over the past decade, the impact of the pandemic, and the future of AI in customer service. Join hosts Brian Nichols and Tom Milligan as they sit down with Andy Bird, VP of CX at Avant, to discuss the real changes and challenges in the CX world.

Andy Bird brings over 25 years of experience in the CX space, sharing invaluable insights on how the industry has shifted from focusing solely on customer satisfaction to driving ROI and engagement. Discover how the pandemic forced companies to rethink their customer service strategies, the rise of remote work, and the critical role of technology in enhancing customer interactions. Andy's firsthand experiences and expert opinions will leave you questioning everything you thought you knew about CX.

In this episode, we explore the importance of starting small with AI implementations, the dangers of overdeveloping roadmaps, and the need for a balanced approach to technology adoption. Andy emphasizes the significance of building long-term relationships with customers and the value of continuous education for trusted advisors. Learn how to navigate the complexities of modern CX and avoid common pitfalls that can derail your customer service efforts.

We also delve into the ethical considerations of the CX industry, the importance of trust and integrity, and why Avant stands out as a leader in the field. Andy's candid discussion about the challenges and opportunities in CX provides a refreshing perspective on what it takes to succeed in this ever-evolving landscape. Whether you're a CX professional, a business leader, or simply curious about the future of customer service, this episode is packed with actionable insights and thought-provoking discussions.

Don't miss out on this engaging conversation that cuts through the BS and gets to the heart of what really matters in CX. Hit the play button now to learn from one of the industry's top experts and elevate your customer experience game. And if you enjoy the episode, be sure to like, comment, and subscribe for more no-nonsense insights on CX, AI, and beyond!

]]> Are you ready to uncover the biggest myths and transformations in the Customer Experience (CX) industry? In this episode of "CX Without the BS," we dive deep into the evolution of CX over the past decade, the impact of the pandemic, and the future of AI in customer service. Join hosts Brian Nichols and Tom Milligan as they sit down with Andy Bird, VP of CX at Avant, to discuss the real changes and challenges in the CX world.

Andy Bird brings over 25 years of experience in the CX space, sharing invaluable insights on how the industry has shifted from focusing solely on customer satisfaction to driving ROI and engagement. Discover how the pandemic forced companies to rethink their customer service strategies, the rise of remote work, and the critical role of technology in enhancing customer interactions. Andy's firsthand experiences and expert opinions will leave you questioning everything you thought you knew about CX.

In this episode, we explore the importance of starting small with AI implementations, the dangers of overdeveloping roadmaps, and the need for a balanced approach to technology adoption. Andy emphasizes the significance of building long-term relationships with customers and the value of continuous education for trusted advisors. Learn how to navigate the complexities of modern CX and avoid common pitfalls that can derail your customer service efforts.

We also delve into the ethical considerations of the CX industry, the importance of trust and integrity, and why Avant stands out as a leader in the field. Andy's candid discussion about the challenges and opportunities in CX provides a refreshing perspective on what it takes to succeed in this ever-evolving landscape. Whether you're a CX professional, a business leader, or simply curious about the future of customer service, this episode is packed with actionable insights and thought-provoking discussions.

Don't miss out on this engaging conversation that cuts through the BS and gets to the heart of what really matters in CX. Hit the play button now to learn from one of the industry's top experts and elevate your customer experience game. And if you enjoy the episode, be sure to like, comment, and subscribe for more no-nonsense insights on CX, AI, and beyond!

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