web01.fireside.fm Wed, 27 May 2026 11:57:10 -0500 Fireside (https://fireside.fm) CX without the BS - Episodes Tagged with “Vendor Selection” https://cswithoutthebs.fireside.fm/tags/vendor%20selection Fri, 20 Feb 2026 17:00:00 -0500 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 to Spot a Bad Phone Provider in Under 2 Minutes https://cswithoutthebs.fireside.fm/how-to-spot-a-bad-phone-provider-in-under-2-minutes cba46cfa-aa46-4254-b164-e076a19c2946 Fri, 20 Feb 2026 17:00:00 -0500 Brian Nichols full Brian Nichols Most buyers don’t realize they purchased a support problem until after onboarding starts - these two pre-sign questions force vendors to show their true support model and their real fees. 1:50 no <p>Before you sign anything for phones, UCaaS, or contact center - you need to know this:</p> <p>When it breaks, who actually picks up the phone?</p> <p>In this CX Without the BS - Quick Hit, I walk through the fastest way to spot a “support problem” before you’re stuck in ticket hell, porting delays, and finger-pointing.</p> <p>Here are the two questions to copy/paste into an email to every vendor you’re considering:</p> <p>When I need help, who do I call - and how fast do I get a real human?</p> <p>If my bill comes in higher than the quote, what fees do you add that aren’t in the per-user price?</p> <p>If they answer clearly and directly - good sign.<br> If they dodge - you just saved yourself a multi-year headache. </p> UCaaS support, VoIP support, phone system support, contact center support, CCaaS buyer tips, UCaaS buying guide, VoIP provider checklist, how to choose UCaaS, telecom vendor evaluation, MSP buyer advice, onboarding delays, porting delays, support response time, US-based support, ticketing portal vs account manager, hidden telecom fees, surcharges and taxes, billing transparency, per-user pricing traps, vendor due diligence, business phone system checklist, CX procurement, IT buying checklist, SMB phone system, midmarket UCaaS Before you sign anything for phones, UCaaS, or contact center - you need to know this:

When it breaks, who actually picks up the phone?

In this CX Without the BS - Quick Hit, I walk through the fastest way to spot a “support problem” before you’re stuck in ticket hell, porting delays, and finger-pointing.

Here are the two questions to copy/paste into an email to every vendor you’re considering:

When I need help, who do I call - and how fast do I get a real human?

If my bill comes in higher than the quote, what fees do you add that aren’t in the per-user price?

If they answer clearly and directly - good sign.
If they dodge - you just saved yourself a multi-year headache.

]]> Before you sign anything for phones, UCaaS, or contact center - you need to know this:

When it breaks, who actually picks up the phone?

In this CX Without the BS - Quick Hit, I walk through the fastest way to spot a “support problem” before you’re stuck in ticket hell, porting delays, and finger-pointing.

Here are the two questions to copy/paste into an email to every vendor you’re considering:

When I need help, who do I call - and how fast do I get a real human?

If my bill comes in higher than the quote, what fees do you add that aren’t in the per-user price?

If they answer clearly and directly - good sign.
If they dodge - you just saved yourself a multi-year headache.

]]> 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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