Sorry for the AI Slop Voice.

Most companies say they care about customers, but their actions tell a different story. In this episode of CX Riot Radio, David Powers tears into the profit-first mindset that’s killing trust in the trades.

Here's the LinkTree: https://linktr.ee/caffcx

Another one from the archives, all the way back from August 2023.

Customer Service isn't for everybody, and that's okay.

Here's the LinkTree: https://linktr.ee/caffcx

We've all had bad managers, terrible supervisors, awful team leads, and non-existent advancement plans (right?). Here's how to break the cycle and become the leader you needed at the beginning of your career.Here's the LinkTree: https://linktr.ee/caffcx

This episode gets raw about failure, not the motivational poster kind, but the real, bloody-knuckled kind that breaks you down and forces you to rebuild. From living in a van at 21 to blowing up CX initiatives and learning to fail forward, this episode digs into why failure isn’t the end, it’s the forge.

Because success might change your circumstances, but failure changes you.

LinkTree: https://linktr.ee/caffcx

Heyyyy!

This weeks episode of CX Riot Radio is a Space Opera Business Fable.

Here is part 2 of my new book Legend of the Five Stars: The Rise of the Sorcerous Maleficum: A Business Fable. You can buy it on Amazon at this link: https://a.co/d/fe4tVMd

Enjoy!

Here's the LinkTree: https://linktr.ee/caffcx

Heyyyy!

This weeks episode of CX Riot Radio is a Space Opera Business Fable.

Here is part 1 of my new book Legend of the Five Stars: The Rise of the Sorcerous Maleficum: A Business Fable. You can buy it on Amazon at this link: https://a.co/d/fe4tVMd

Enjoy!

Here's the LinkTree: https://linktr.ee/caffcx

Some industries carry heavy baggage—plumbing, airlines, used car lots—places where customers often expect the worst. In this talk, we break down how companies in these “bad rep” industries can flip the script and win loyalty through world-class customer experience.

What You’ll Learn in This Episode:

• Why first impressions make or break the service journey

• How to use technology (without letting clunky tools ruin trust)

• The importance of clear communication and expectation setting

• Why technician professionalism and presentation matter as much as skill

• How follow-ups and thank-yous create lasting relationships

• The role of empathy when customers are stressed, frustrated, or in crisis

By focusing on empathy, professionalism, and proactive communication, companies in challenged industries can not only improve customer experience—but completely reshape their reputations.

If you’re in the trades or any business where trust is hard-won, this conversation gives you the playbook to stand out and succeed.

Here's the LinkTree: https://linktr.ee/caffcx

“If evolution is outlawed, only outlaws will evolve.” In this raw 30-minute manifesto, David Powers calls out the state of blue-collar call centers — where they excel, where they lag behind, and why leadership too often ignores their true value. From paper-thin training to duct-taped technology, from fragile morale to inconsistent customer experiences, this episode lays bare the outlaw reality of the trades.

But it’s not just diagnosis — it’s a rallying cry. David delivers a blueprint for evolution: structured onboarding, outlaw coaching cultures, consistent customer flows, proactive communication, tech investment, and a rebrand of the call center as the company’s true revenue engine.

This isn’t corporate lip service. It’s punk-rock CX. If you lead, work in, or depend on a blue-collar call center, this episode is your call-to-arms. The future belongs to the outlaws who dare to evolve.

Here's the LinkTree: https://linktr.ee/caffcx

On this special bonus episode of Caffeinated CX Classic we talk about Stoicism and how Stoic Philosophy can be leveraged in the Contact Center.Why?Stoicism is the best Operating System for your mind, and it can help employees (and yourself) to prevent burnout, especially in stressful situations.https://linktr.ee/caffcx

AI is crashing into the call center with three faces: agent-assist tools that give reps a sixth sense, accent neutralization tech that risks erasing identity, and the all-bot fantasy that can torch trust. In this episode, we cut through the hype and get real about how AI can amplify humans without replacing them, or turning every agent into a soulless robot.

Here's the LinkTree: https://linktr.ee/caffcx