web02.fireside.fm Sun, 12 Apr 2026 10:39:25 -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 CX without the BS is a refreshingly honest and engaging podcast that dives deep into the world of Customer Experience (CX). Hosted by industry veterans Tom Milligan and Brian Nichols, the show aims to cut through the jargon and hype to deliver real, actionable insights for CX professionals and business leaders. Each episode features candid conversations with CX experts, thought leaders, and practitioners who share their experiences, challenges, and successes in the field. The hosts and guests discuss a wide range of topics, from emerging technologies like AI and automation to the human elements of empathy, creativity, and problem-solving that are essential to delivering exceptional customer experiences. What sets CX without the BS apart is its commitment to authenticity and practicality. Tom and Brian aren't afraid to call out the "BS" in the industry - the buzzwords, the fads, and the overhyped solutions that don't deliver real value. Instead, they focus on strategies and tactics that have been proven to work in the real world, drawing on their own extensive experience as well as the insights of their guests. Whether you're a seasoned CX professional or just starting out in the field, CX without the BS offers valuable perspectives and actionable advice to help you navigate the complex and ever-changing landscape of customer experience. With its engaging hosts, expert guests, and no-nonsense approach, this podcast is a must-listen for anyone who wants to stay ahead of the curve and deliver exceptional experiences to their customers. en-us episodic 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. Brian Nichols CX without the BS is a refreshingly honest and engaging podcast that dives deep into the world of Customer Experience (CX). Hosted by industry veterans Tom Milligan and Brian Nichols, the show aims to cut through the jargon and hype to deliver real, actionable insights for CX professionals and business leaders. Each episode features candid conversations with CX experts, thought leaders, and practitioners who share their experiences, challenges, and successes in the field. The hosts and guests discuss a wide range of topics, from emerging technologies like AI and automation to the human elements of empathy, creativity, and problem-solving that are essential to delivering exceptional customer experiences. What sets CX without the BS apart is its commitment to authenticity and practicality. Tom and Brian aren't afraid to call out the "BS" in the industry - the buzzwords, the fads, and the overhyped solutions that don't deliver real value. Instead, they focus on strategies and tactics that have been proven to work in the real world, drawing on their own extensive experience as well as the insights of their guests. Whether you're a seasoned CX professional or just starting out in the field, CX without the BS offers valuable perspectives and actionable advice to help you navigate the complex and ever-changing landscape of customer experience. With its engaging hosts, expert guests, and no-nonsense approach, this podcast is a must-listen for anyone who wants to stay ahead of the curve and deliver exceptional experiences to their customers. yes CX podcast, customer experience, CX industry, CX trends, CX best practices, CX strategies, CX technology, CX analytics, CX metrics, CX optimization, CX automation, CX AI, CX chatbots, CX omnichannel, CX digital transformation, CX cloud, CX contact center, CX as a service, CX software, CX platform, CX solutions, CX innovation, CX thought leadership, CX experts, CX interviews, CX case studies, CX success stories, CX challenges, CX pain points, CX journey mapping, CX personalization, CX employee experience, CX voice of the customer, CX customer feedback, CX customer loyalty, CX customer retention, CX customer satisfaction, CX customer engagement, CX customer service, CX call center, CX workforce management, CX quality assurance, CX compliance, CX security, CX privacy, CX integration, CX implementation, CX adoption, CX ROI, CX budgeting, CX vendor selection, CX partner ecosystem, CX community, CX events, CX webinars, CX training, CX certification, CX career development, CX jobs, CX hiring, CX diversity and inclusion, CX leadership, CX management, CX coaching, CX mentoring, CX networking 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 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. 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 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! 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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