CX without the BS

Is your customer support system quietly driving people away? You might think things are fine, but if your repeat customers are disappearing, your team is burning out, or your reviews are getting passive-aggressive... you’ve got a problem. And the kicker? Most businesses have no idea it's happening. In this episode of CX Without the BS, we're diving into five sneaky red flags that show your support...

Is your AI assistant quietly burning out your team while pretending to be helpful? Everyone's hyped about AI in customer service - vendors say it's the future, the secret to cost savings, efficiency, and happier customers. But what if that promise is more illusion than innovation? In this episode of CX Without the BS, we tear the lid off the feel-good AI fairytales and dig into a real-world study...

* What if one question could expose everything wrong with your customer experience? * Most businesses think their phone systems are “fine” – until you start asking the right questions. In this episode of CX Without the BS, we rip off the band-aid and walk through 10 brutally direct questions that reveal how your phone system is actually performing. You’ll walk away with a cheat code to uncover hid...

Are You Making These 5 Mistakes When Choosing Your UC Provider? In today's episode of CX Without the BS, we're diving into one of the most critical decisions SMBs make – choosing the right UCaaS provider. This choice can make or break your business, but so many small and mid-sized businesses end up in costly, regret-filled contracts because they overlooked these simple, yet critical factors. Wheth...

Are you tired of the BS in customer experience technology? What if there was someone who could cut through the noise and tell you exactly what's wrong with today's CX industry - especially when it comes to serving small and medium-sized businesses? Meet Daniel Vaughan, a refreshingly honest voice who's challenging the status quo and exposing the truth about what really matters in customer experien...

Are you struggling to connect with your customers on a deeper level? Do you want to transform your company's story into a powerful tool that drives engagement and loyalty? In this episode of CX without the BS, Brian Nichols and Tom Milligan sit down with Andrea Sampson, a storytelling expert from Talk Boutique, to uncover the secrets of crafting compelling narratives that resonate with both employ...

Have you ever wondered how a potentially disastrous customer experience can turn into a brand loyalty-building opportunity? In this episode of CX Without the BS, we dive into a real-life travel nightmare that unexpectedly strengthened one customer's allegiance to a major airline. What could have been a PR disaster instead became a masterclass in customer service recovery. Join hosts Brian Nichols...

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 reall...

Is AI the ultimate game-changer for CX, or are we on the brink of a technological apocalypse? In this episode of CX Without the BS, Brian and Tom sit down with Jason Lowe, the original JLo and AI guru, to unpack the jaw-dropping potential and terrifying risks of artificial intelligence in customer experience. From accidental discoveries to potential doomsday scenarios, this conversation will leave...

Are you tired of the AI hype in the contact center industry? Want to know what's really behind the buzzwords and how to leverage AI effectively for your business? In this week's episode of CX Without the BS, hosts Brian Nichols and Tom Milligan sit down with Aarde Cosseboom, co-founder of Clarity CX and creator of Palomar.com. Aarde pulls back the curtain on the reality of AI in customer experienc...

Are you struggling with weight loss and looking for inspiration? Have you ever wondered how successful weight loss journeys can relate to customer experience in business? In this captivating episode of CX without the BS, hosts Brian Nichols and Tom Milligan share their personal weight loss stories and draw surprising parallels to the world of customer experience. Brian and Tom open up about their...

Are you ready to uncover the untold stories and groundbreaking innovations in the customer experience (CX) industry? In this episode of "CX Without the BS," hosts Tom Milligan and Brian Nichols sit down with the legendary Jon Heaps, often referred to as the "godfather of the channel." This conversation dives deep into the evolution of CX, from the early days of cloud technology to the revolutionar...

Are you tired of the endless marketing fluff and empty promises in the CX industry? Join us for a no-nonsense conversation on " CX Without the BS " as we dive deep into the real issues and solutions in the contact center world. In this episode, Brian Nichols and Tom Milligan sit down with Charlie Newark-French, CEO of SharpenCX, to cut through the noise and get to the heart of what truly matters i...

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...

Are you tired of the same old customer experience strategies that just don't work? In this episode of "CX Without the BS," we dive deep into the world of customer experience with Pam, a seasoned expert who’s here to shake things up. If you’ve ever wondered why your CX initiatives aren’t delivering the results you hoped for, this conversation is a must-watch. Pam brings a fresh perspective that cha...

Are you tired of the BS in the CX industry? Join Tom Milligan and Brian Nichols as they cut through the noise and get real with industry experts on CX without the BS. In this inaugural episode, they sit down with Michael Del Signore, a 30-year veteran of the CX world who's worked with big names like JP Morgan Chase, MoneyGram International, and Bank of America. But what makes Michael stand out in...