Why do most cold calls fail before they even start?

In this episode of CX Without the BS, we tackle the often-overlooked truth about outbound sales: the customer experience starts the moment someone picks up the phone. Whether you're leading an SDR team, building pipeline from scratch, or trying to get more than "not interested" before the hang-up, this episode unpacks the foundational mistakes—and the practical fixes—that can turn dials into deals.

We sit down with John Karsant from LevelUp Leads, who manages a team of 40+ SDRs executing real outbound motions every day. He doesn’t sugarcoat it—most cold outreach sounds robotic, scripted, and forgettable. Together, we break down how tone, timing, and real human conversation create the kind of authentic connections that lead to pipeline growth (not just boxes checked on a call log).

But it’s not just about calls. This episode explores how to build authentic presence on LinkedIn, why political signage matters in marketing, and how to stop treating every “no” like a full stop. Spoiler: most “no’s” are actually “not right now,” and we show you how to stay top-of-mind until it becomes a yes.

You’ll also hear sharp insights about multi-threaded outreach, how SDRs can block objections before they arise, and why leaning too hard on AI might be the biggest BS in outbound right now. If you're tired of sales being treated like a numbers game and want to focus on real human connection, this is your cheat code.

By the end of the episode, you'll walk away with an upgraded playbook for outbound CX—from how you speak to what you post to how you follow up. It’s raw, it’s real, and it just might change how you train your team this quarter.

Why do so many companies make it ridiculously hard to buy from them? If you’ve ever opened a sales email and immediately hit delete, this episode is gonna make you rethink how cold outreach should work – and what it has to do with customer experience. This isn’t another spammy sales convo. We’re talking real talk about what buyers actually want, how to get in front of them, and how not to blow it once you do.

We kick things off by redefining CX – not as something that starts post-sale, but from the very first moment you reach out to a prospect. Adam Rosen joins to explain why your sales motion is your customer experience, and why it’s time to quit separating the two. You’ll hear how companies are fumbling their outreach, confusing buyers, and unknowingly killing deals before they even start.

From there, we dive deep into cold email tactics that actually work. Adam breaks down the three key pillars: landing in the inbox, writing copy that doesn’t suck, and building a list that actually makes sense. We talk about targeting, personalization, and why nobody’s buying from you if your pricing page looks like a Sudoku puzzle.

But it’s not just tactics – we call out the biggest red flags in modern sales: confusing messaging, unclear pricing, and treating outbound like a numbers game instead of a trust-building moment. Adam even shares some crazy behind-the-scenes stats on how many domains and inboxes they manage to actually make outbound work.

Finally, we wrap with a truth bomb: you cannot automate your way out of caring. Yes, AI is cool. Automation helps. But the brands that win? They’re the ones that sound like real humans, solving real problems, for real people. If your outreach doesn't feel human, it’s not gonna work – and this episode shows you exactly why.

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 system is broken — and what to do about it before your customers bounce for good.

We’re not just talking about support agents here. We're talking to you — business owners, IT leads, and especially technology advisors who are out there selling UCaaS and contact center solutions. If your clients don’t know what their hold times are or how many support calls go to voicemail, there’s opportunity on the table. We’ll show you how to spot failing systems and how to turn them into competitive advantages.

From low-key customer ghosting to review sections filled with “love the product, hate the service,” these warning signs are everywhere — and we break each one down with real talk, not theory. You’ll hear exactly what to look for, how to bring it up in a conversation, and why “It’s fine” is the most dangerous feedback your customer can give.

We’ll talk about why most support reps aren't the problem — their broken tools are. And we'll call out why ticket ping-pong is killing resolution time and frustrating your customers. Whether you're an advisor looking to land new deals or a business owner who wants fewer fires, the solutions we outline here are tactical, practical, and immediately usable.

Bottom line: good support isn’t just a retention tool — it's a revenue driver. And if you're not actively fixing the cracks in your support process, you're leaking money and trust every single day. Listen now and learn how to plug the holes, rebuild trust, and make your business — or your client’s — the kind people rave about instead of run from.

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 that shows just how broken the current AI systems are in contact centers. If you've ever felt like tech is making life harder, not easier - this one’s for you.

We start by exposing the myth of effortless AI transcription. It’s supposed to be simple: record the call, convert to text, boom - problem solved. But in practice, AI couldn’t keep up with accents, fast talkers, or background noise. One rep literally said they had to rewrite everything the AI tried to “help” with. That’s not support. That’s rework. And when your tools are giving you extra steps instead of eliminating them, something’s gone seriously wrong.

Then we get into the emotional intelligence (or lack thereof) of AI. The study revealed AI flagged loud talkers or passionate customers as angry - even when they weren’t. Sentiment analysis became a guessing game, and agents just stopped trusting it. The result? A tool designed to help with tone instead added confusion and distraction. When your team can’t rely on what the system tells them, it’s no longer a tool - it’s a liability.

That led to another major issue: bad summaries. Instead of saving time, agents were spending more of it rewriting and correcting what AI tried to produce. Repetition, filler, missing context, and sloppy details turned "AI-powered" into “AI babysitting.” And all this leads to a hidden epidemic: cognitive burnout. When agents constantly clean up after their tools, they disengage. Quiet quitting starts with loud systems that don’t work.

But we don’t just highlight the problems - we share the solution. It’s not about ditching AI. It’s about using AI the right way. Hybrid models where AI supports (but doesn’t replace) human agents are where the magic actually happens. Let tech do the grunt work, and let humans do what they do best: judge, connect, and empathize. If your CX strategy isn’t human-first, then it’s not future-proof. Period.

*What if one question could expose everything wrong with your customer experience?

These aren’t softballs. We’re skipping the fluff and diving straight into the conversations you should be having with every client, every time. From missed call tracking to personal cell phone usage, every question pulls back the curtain on a broken or duct-taped system. If you’ve ever heard a business say “we’re fine,” you’ll want to press play.

We break down each question, not just with what to ask, but why it matters. You’ll learn how to spot blind spots in visibility, poor integrations, slow resolutions, voicemail chaos, and the myth of “happy customers” as a CX metric. Most of these issues aren’t on purpose - they’re a result of never asking hard questions in the first place.

Every single question in this episode is designed to expose real-world communication problems before they cost you a deal or a customer. These are the questions that separate amateur tech advisors from trusted experts – and they’re exactly how you position a better system without sounding salesy.

If you’re a technology advisor, a channel partner, or even a business owner yourself, this is 20 minutes of discovery gold. Don’t waste time pitching – ask better questions, uncover the gaps, and let the customer ask you for the fix.

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. Whether you're a technology advisor or an internal IT leader, don't miss these crucial insights that could save you from years of headaches and frustration. Ready to avoid the pitfalls? Keep watching.

Choosing the cheapest UCaaS option can sound tempting, but often, it’s a recipe for disaster. We break down how prioritizing price over value can leave your business scrambling for costly repairs and upgrades. But it’s not just about cheap options – it's about ensuring that the UC system you choose works with your business, not against it. We’ll give you a better way to think about value – so your system actually works for you.

Next, we tackle one of the biggest traps – long-term contracts. How many SMBs get locked into 3+ year agreements with providers they’ve only just met? It's a nightmare waiting to happen. We're here to show you why flexibility isn’t just nice – it’s necessary. Don't let a vendor lock you into a bad deal. We've got the insights on how to avoid being stuck in contracts that don't serve you.

Support can make or break your UC experience. In this episode, we discuss how many SMBs assume 24/7 support is a given, but more often than not, they get stuck with chatbots and slow responses. If your phones go down during rush hour, do you want to talk to a bot, or do you want someone who knows your system inside and out? Tune in to learn what truly good support looks like and how to get it.

Many SMBs miss out on key reporting and visibility tools that are crucial for tracking call data, performance, and customer experience. Flying blind in your business is not an option anymore. We’re showing you how visibility can give you the power to improve, optimize, and grow, so your system can actually help you make better decisions.

Finally, don't overlook the importance of integrations. We dive into how UCaaS systems should work seamlessly with your CRM, calendar, and other tools. A disconnected system is a fragmented system, and we’ll show you how to ensure your provider can integrate and enhance your existing tools – without costing you extra.

If you’re ready to make smarter, more informed decisions about your UCaaS provider, this episode is for you. Stay tuned for a quick wrap-up, and hear how Level365 offers SMBs month-to-month contracts, real support, and integrations that actually work.

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 experience.

In this explosive episode of CX Without the BS, Daniel shares his journey from sustainability graduate to accidental tech sales professional, revealing how multiple career setbacks led him to create Emmettson ROI. His approach? Actually giving a damn about clients and refusing to play the typical channel games that plague our industry.

Brian and Tom dive deep with Daniel into why so many CX providers ignore smaller businesses, and how this massive gap in the market is leaving countless companies underserved. The conversation gets particularly heated when discussing the "zoo bears" of the industry - those comfortable legacy players who've stopped innovating and started coasting.

The group tackles the elephant in the room: how empty "empathy" has become in corporate mission statements, and why most companies' claims about caring for customers are completely hollow. Daniel explains his unique approach to research and client relationships, demonstrating why actually doing your homework matters more than making endless cold calls.

This episode isn't just another tech discussion - it's a wake-up call for anyone involved in customer experience, technology sales, or business consulting. Whether you're a seasoned professional or new to the industry, you'll walk away with a fresh perspective on what it means to truly serve clients rather than just sell to them.

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 employees and customers alike.

Discover how storytelling can revolutionize your customer experience strategy. Andrea shares invaluable insights on how to create a cohesive company story that empowers frontline employees, aligns with customer expectations, and ultimately drives business success. Learn why empty promises are the biggest pitfall in CX and how to avoid them by truly embodying your brand's narrative.

Explore the fascinating world of story archetypes and how they can be applied to your business. From "overcoming the monster" to "the hero's journey," Andrea explains how these timeless narrative structures can help your company connect with customers on an emotional level. Find out how to use metaphors and analogies to simplify complex ideas and create memorable experiences for your audience.

Uncover the importance of empowering your customer service representatives with the tools, training, and authority they need to truly represent your brand's promise. Andrea emphasizes the critical role of internal alignment and how it translates to exceptional customer experiences. Learn why investing in your employees' understanding of your company's story is just as crucial as your external marketing efforts.

Get ready to transform your approach to customer experience with actionable advice from a true industry expert. Whether you're a CX professional, business owner, or anyone interested in the power of storytelling, this episode is packed with valuable insights that will help you create meaningful connections with your audience. Don't miss this opportunity to elevate your CX strategy and stand out in a crowded marketplace!

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 and Tom Milligan as they welcome guest Tripp Robinson, who shares his recent ordeal with Delta Airlines during the CrowdStrike outage. Tripp's story takes us through canceled flights, long hold times, and airport chaos, but ultimately reveals how Delta's response transformed frustration into appreciation. Learn why Tripp, despite the inconvenience, emerged from this experience with an even stronger loyalty to the airline.

The conversation expands beyond Tripp's story, exploring the broader implications of customer experience in today's business landscape. The hosts and guest discuss the power of empowering frontline employees, the importance of proactive communication, and the lasting impact of how companies handle service failures. They also touch on the controversial topic of AI in customer service, debunking myths about job replacement.

Throughout the episode, listeners will gain valuable insights into what makes for exceptional customer experience, even in the face of adversity. The hosts share their own experiences with both positive and negative CX, including Tom's infamous creation of the "I Hate Frontier Airlines" Facebook group, which now boasts nearly 10,000 members. These real-world examples illustrate the long-term consequences of how businesses choose to address customer issues.

Whether you're a business owner, a customer service professional, or simply someone interested in understanding what drives customer loyalty, this episode offers a wealth of practical takeaways. From the importance of personalized solutions to the power of small gestures, you'll learn how to turn potential CX disasters into opportunities for strengthening customer relationships. Don't miss this engaging discussion that proves why customer experience is about so much more than just technology.

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 really happening behind the scenes? Are companies truly benefiting from AI, or are they falling victim to exaggerated marketing claims?

Fred shares his insights on the current state of AI in contact centers, revealing that while some companies are making significant strides, many are still struggling to separate fact from fiction. He discusses the challenges faced by both buyers and sellers in a market flooded with new AI-powered solutions. Is the promise of AI-driven efficiency and cost savings living up to the hype, or are we witnessing another tech bubble?

The conversation takes an interesting turn as Fred explores the human side of contact center operations. Despite the rise of AI, he emphasizes the continued importance of employee experience in delivering exceptional customer service. But how can companies balance the adoption of new technologies with the need to invest in their people? Fred offers valuable insights on leadership, training, and creating career paths for contact center employees.

As the discussion progresses, Fred addresses the biggest "BS" he's encountered in the industry over the past year. His candid assessment of marketing practices in the AI space is both eye-opening and thought-provoking. Are companies overpromising and underdelivering when it comes to AI capabilities? Fred's perspective on this issue is sure to spark debate among industry professionals.

The episode concludes with practical advice for navigating the complex world of contact center technology. Fred shares his thoughts on how companies can make informed decisions when evaluating AI solutions and offers a glimpse into the future of CX. Whether you're a seasoned industry veteran or new to the world of customer experience, this episode of CX Without the BS provides valuable insights and a healthy dose of reality in an increasingly AI-driven landscape.