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 you questioning everything you thought you knew about AI and its impact on business.

Dive into the shocking statistics that reveal how AI adoption has skyrocketed in just one year, with 79% of companies now implementing AI solutions to keep up with their competitors. But are they truly prepared for the consequences? Jason Lowe, Solution Architect for AI and CX at Telarus, shares his expert insights on the current state of AI in the industry and why small businesses need to wake up to its potential before it's too late.

Prepare to have your mind blown as the trio explores the unexpected origins of everyday inventions and draws parallels to the unpredictable future of AI. From chainsaws originally designed for childbirth to the accidental discovery of GPU processing for AI, this episode will challenge your perceptions and leave you wondering what other innovations might be lurking just around the corner.

Get ready for a rollercoaster ride through the ethical dilemmas and regulatory challenges facing AI development. With autonomous AI agents now capable of hacking websites, the need for effective governance has never been more critical. But can regulations keep pace with the breakneck speed of technological advancement? Jason Lowe offers his unique perspective on the delicate balance between innovation and safety in the AI landscape.

Don't miss this captivating masterclass in AI for CX, packed with eye-opening insights, terrifying possibilities, and a healthy dose of humor. Whether you're an AI enthusiast, a CX professional, or simply curious about the future of technology, this episode of CX Without the BS is guaranteed to leave you both informed and entertained. Tune in now and join the conversation that's shaping the future of customer experience!

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 experience, exposing the BS and highlighting truly innovative solutions. With his unique background as both a contact center leader and tech enthusiast, Aarde offers invaluable insights into the current state of AI and its practical applications.

Discover why most "AI" tools are just glorified chatbots and learn how to identify genuine AI solutions that can transform your business. Aarde breaks down the evolution of contact center technology, from the cloud migration craze to the current AI revolution, and explains why feature matrices have become largely irrelevant in today's market. You'll gain a deeper understanding of conversational AI, its data requirements, and how it differs from other forms of artificial intelligence.

The conversation takes an exciting turn as Aarde introduces Palomar, an innovative AI-powered tool designed to help businesses find the right CX technologies. Unlike traditional search engines or review sites, Palomar acts as a virtual consultant, asking probing questions to understand your unique needs before providing tailored recommendations. Learn how this game-changing platform is set to disrupt the entire sales process in the CX industry.

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 lifelong struggles with weight, revealing the emotional and physical challenges they faced. From feeling self-conscious to experiencing health issues, they discuss the turning points that led them to make significant lifestyle changes. Tom shares his experience with gastric sleeve surgery, while Brian details his journey of losing over 180 pounds through diet and exercise.

Later, Brian and Tom draw connections between weight loss journeys and customer experience strategies. They explore how the "quick fix" mentality in both weight loss and business can lead to unintended consequences. Using examples from previous episodes, they discuss how rushing to implement AI solutions without proper preparation can backfire, much like fad diets or weight loss drugs.

Brian and Tom revisit key insights from past guests, including Michael Del Signore era's thoughts on AI hype, Pam's frustrating customer service experience, Andy Bird's 20+ hour wait while on-hold, and Charlie Newark-French's perspective on marketing BS. They emphasize the importance of building strong foundations before implementing new technologies or strategies, whether in personal health or business practices.

The hosts conclude by reflecting on the value of gradual, sustainable progress in both weight loss and customer experience. They encourage listeners to focus on long-term solutions rather than quick fixes, and to be wary of overhyped promises in both realms. This episode offers a unique blend of personal storytelling and professional insights, making it a must-listen for anyone interested in customer experience, personal growth, or the unexpected connections between the two.

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 revolutionary advancements in AI that are transforming how businesses interact with their customers. If you're passionate about CX, technology, or just love a good industry insider story, this episode is a must-watch!

Jon Heaps shares his incredible journey, starting from his early days at UCN, which later became NICE CXone, to his pivotal roles at Talkdesk and Observe.AI. Discover how Jon and his colleagues pioneered cloud-based contact centers before "cloud" was even a buzzword, and how they faced skepticism and challenges head-on to create a multi-billion dollar industry. This episode is packed with fascinating anecdotes and insights that will keep you hooked from start to finish.

But that's not all! Jon also introduces us to his latest venture, Sanas, a groundbreaking AI technology that neutralizes accents in real-time, making customer interactions smoother and more effective. Learn how this innovative solution is not only enhancing customer satisfaction but also improving the working conditions for call center agents worldwide. This is a game-changer in the CX space, and you won't want to miss Jon's firsthand account of how it all came to be.

Tom and Brian don't shy away from the tough questions, either. They delve into the ethical implications of AI in customer service, the future of human agents in an increasingly automated world, and the biggest misconceptions about AI's role in CX. This episode is a treasure trove of knowledge for anyone looking to stay ahead in the rapidly evolving world of customer experience.

So, what are you waiting for? Hit play and join us for an enlightening and entertaining discussion that promises to change the way you think about customer experience forever. Don't forget to like, subscribe, and leave your thoughts in the comments below. Let's dive into the world of CX without the BS!

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 in customer experience. If you're looking for genuine insights and practical advice, this is the episode you can't afford to miss!

Charlie Newark-French brings a wealth of experience from his roles in UCaaS, CCaaS, and AI, making him the perfect guest to discuss the future of contact centers. From his early days as a venture capitalist investing in RingCentral to his leadership roles at Fuse and HyperScience, Charlie has seen it all. Now, as the CEO of SharpenCX, he's on a mission to revolutionize the industry with innovative, user-friendly AI solutions tailored for the SMB market. Discover how SharpenCX is setting new standards and why Charlie believes the contact center of tomorrow will be one that people love—or at least don't hate as much.

In this episode, we tackle the big questions: _What does the contact center of tomorrow look like? _How can AI be used effectively without falling into the trap of overhyped marketing? Charlie shares his vision for a future where contact centers are not just cost centers but valuable assets that enhance customer satisfaction and loyalty. Learn about the three key trends driving this transformation: the move to the cloud, the rise of digital channels, and the integration of automation and AI.

But it's not all tech talk. We also get personal with Charlie, exploring his journey from South London to New York City and his passion for making a real impact in the CX space. Hear firsthand how his experiences have shaped his approach to leadership and innovation. Plus, get a sneak peek into the unique culture at SharpenCX and why it's a company built on authenticity and real results, not just buzzwords.

Don't miss out on this engaging and informative episode of "CX Without the BS." Whether you're a CX professional, a business leader, or just curious about the future of customer service, this conversation is packed with valuable takeaways. Hit that subscribe button, ring the notification bell, and join us as we strip away the BS and get real about customer experience.

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 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 challenges conventional wisdom and offers actionable insights that can transform your approach to customer experience.

Pam doesn’t just talk about the problems; she provides real solutions. From debunking common myths to sharing her unique strategies, this episode is packed with valuable information that you won’t find anywhere else. Whether you’re a business owner, a CX professional, or just someone interested in improving customer interactions, Pam’s insights will leave you rethinking everything you thought you knew about customer experience.

In this episode, we cover a range of topics that are crucial for anyone looking to enhance their CX game. Pam discusses the importance of understanding your customer’s journey, the role of technology in shaping customer experiences, and how to create a culture that prioritizes customer satisfaction. Her practical advice and real-world examples make complex concepts easy to understand and implement.

But it’s not all business. Pam also shares some of her personal experiences and the lessons she’s learned along the way. Her stories are not only engaging but also provide a deeper understanding of the human side of customer experience. This blend of professional expertise and personal anecdotes makes for a compelling and relatable discussion.

Don’t miss out on this opportunity to learn from one of the best in the field. Hit play now and discover how you can revolutionize your customer experience strategy. And if you find this episode helpful, don’t forget to like, comment, and subscribe for more insightful content on "CX Without the BS."

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 an industry full of buzzwords and empty promises?

Discover how Michael's unique perspective, shaped by his experience on the client side, helps him navigate the ever-changing landscape of CX. From the rise of AI to the challenges of moving to the cloud, Michael shares his insights on how companies can successfully adapt to new technologies without losing sight of what really matters: the customer.

But it's not all serious business on CX Without the BS. Get to know the man behind the insights as Michael shares his passion for powerlifting and bodybuilding, and learn how he balances his dedication to fitness with his commitment to his family and career.

Whether you're a seasoned CX professional or just starting out in the field, this episode is packed with valuable takeaways. From the importance of taking a "crawl, walk, run" approach to implementing new technologies, to the dangers of pushing AI on customers who aren't ready for it, Michael's advice is grounded in real-world experience and a deep understanding of what it takes to succeed in CX.

So grab a cup of coffee (or a protein shake, if you're feeling inspired by Michael's fitness routine) and join Tom, Brian, and Michael for an engaging, informative, and BS-free conversation about the world of CX.

Don't forget to like, review, and subscribe to CX Without the BS wherever you get your podcasts, and join the conversation on LinkedIn to share your own experiences and insights on navigating the world of customer experience!