Speechless: Lessons From the Frontlines of Customer Experience

Matthew Storm · usan.com

From brilliant customer experience breakthroughs to unbelievable service fails, Speechless dives into the real stories behind how businesses treat people—and how people remember them. Each episode, we explore the human and AI-driven moments that make customer experiences unforgettable—for better or worse. Join CX expert Matthew Storm as he interviews contact center changemakers.

9 episodes

2mo ago latest

monthly cadence

English language

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Episodes 9

Promise vs. Practice: Trust, Tech, and the Contact Center with Justin Robbins | Live at CCW
2mo ago · 28:23
In this episode of Speechless, I dive deep into the fascinating interplay between trust, technology, and the contact center with Justin Robbins, recorded live at CCW in Las Vegas. We explore how customer trust can erode over time, often due to discrepancies between what businesses promise and what they deliver. Justin shares insights from his extensive research on trust from both customer and employee perspectives, emphasizing the critical role of technology in fostering genuine connections. As we discuss the latest trends in AI and its implications for customer experience, you'll gain actiona
Is Your Automation Driving Escalation? Reimagining CX with Zendesk CTO Adrian McDermott
3mo ago · 26:47
In this episode of Speechless, I sit down with Adrian McDermott, CTO of Zendesk, to explore a pivotal question: Is your automation driving escalation in customer service? We delve into the transformation from efficiency-focused metrics to creating enjoyable customer experiences. Adrian shares insights on how the role of human agents is evolving in a world increasingly augmented by AI and automation. We discuss the importance of understanding customer journeys and the risks of over-automating interactions that could lead to escalated issues. Join us for a thought-provoking conversation that rei
Why the Best Customer Experience Is No Experience with Bob Furniss
4mo ago · 32:44
Explore the gap between advancing technology and actual customer experience. While AI and automation are making interactions faster and more efficient, many organizations are using them to reduce cost - not improve the experience- leaving customers stuck in workflows with no clear path to real help. The conversation highlights what great CX should look like: proactive, seamless, and often invisible. But when things go wrong, customers still want access to a human who can think, adapt, and show empathy. The key isn’t choosing AI or people—it’s knowing when to use each.
Breaking Down End-to-End CX with Vikram Modgil
5mo ago · 22:28
In this episode of Speechless, Matt sits down with Vikram Modgil from Amazon Connect to break down what end-to-end customer experience really means—and why it’s still so hard to deliver. They explore the gaps in today’s CX journeys, the role of AI, and what it takes to create more connected, seamless experiences.
Double Click on That: Drilling into Customer Experiences
7mo ago · 26:44
In episode 5 of Speechless, host Matthew Storm is joined by CX analyst and industry fixer Stephanie Shaffer for a deep dive into what’s really happening beneath the surface of today’s customer journeys. Together, they “double click” on the moments most brands overlook; frontline friction, broken feedback loops, misleading metrics, and the gap between CX strategy and reality. You’ll hear why agents already have the answers, how AI should support (not replace) human connection, and what it takes to turn insight into action. If you want to move past surface-level CX and understand what actually d
Automate the CX Task, Not the Relationship with Thomas Helfrich
9mo ago · 31:35
Join Matthew and guest Thomas Helfrich, founder of Instantly Relevant and host of Cut the Tie, as they dive into the CX of modern outreach. Discover why customers tune out cold DMs, how authenticity creates trust, and what AI can (and can’t) do to improve the experience. This episode is packed with insights on using AI intentionally while keeping human connection at the center.
One Call Doesn’t Make a Trend: Lessons in Listening from Roger Lee
10mo ago · 29:44
In this episode of Speechless, I dive deep into the art of listening with Roger Lee, a veteran in the customer experience realm. Together, we explore why one call doesn’t make a trend and how critical it is to identify underlying issues beyond individual interactions. Roger shares insights from his extensive career, emphasizing the importance of gathering meaningful data and using it to drive organizational change. We discuss the balance between ensuring positive employee experiences and delivering exceptional customer service, as well as the transformative role of AI and analytics in modern c
Designing Experiences That Make Customers Stay
11mo ago · 34:58
What makes someone drive past a dozen other options to return to the same business for nearly a decade? In this episode of Speechless: Lessons from the Frontlines of Customer Experience, host Matthew Storm sits down with Ben Davis, founder of The Gent’s Place, a luxury barber and business club redefining what service really means. Ben shares how his team turns a simple haircut into something deeper: a confidence boost, a sense of belonging, and meaningful conversation. You’ll hear how intentional details, the right questions, and a clear “why” behind every customer interaction can transform or
Your Customers Are Speaking. Why Aren't You Listening? with Lisa Fairbanks of AWS
11mo ago · 42:24
Your customers are always talking—but are you truly listening? In this kickoff episode, Matthew Storm and AWS’s Lisa Fairbanks dive into how modern CX teams capture and act on customer signals. From legacy tools to AI-powered insights, they explore what to listen for, who should be listening, and how real change happens when the right people hear the right things.

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Speechless: Lessons From the Frontlines of Customer Experience

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Promise vs. Practice: Trust, Tech, and the Contact Center with Justin Robbins | Live at CCW

Is Your Automation Driving Escalation? Reimagining CX with Zendesk CTO Adrian McDermott

Why the Best Customer Experience Is No Experience with Bob Furniss

Breaking Down End-to-End CX with Vikram Modgil

Double Click on That: Drilling into Customer Experiences

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Episodes 9

Promise vs. Practice: Trust, Tech, and the Contact Center with Justin Robbins | Live at CCW

Is Your Automation Driving Escalation? Reimagining CX with Zendesk CTO Adrian McDermott

Why the Best Customer Experience Is No Experience with Bob Furniss

Breaking Down End-to-End CX with Vikram Modgil

Double Click on That: Drilling into Customer Experiences

Automate the CX Task, Not the Relationship with Thomas Helfrich

One Call Doesn’t Make a Trend: Lessons in Listening from Roger Lee

Designing Experiences That Make Customers Stay

Your Customers Are Speaking. Why Aren't You Listening? with Lisa Fairbanks of AWS