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PODCAST

CX RIOT RADIO

CX Riot Radio is the blue-collar CX podcast for dispatchers, CSRs, and field techs who don’t have time for buzzwords. Duct-taped headsets. Real talk. No fluff. Just call center grit, trade industry truth, and leadership without the corporate gloss.

business marketing

All Episodes

00:16:50

On the Front Line

CX RIOT RADIO ·

2025/12/31

In the trades, your brand isn’t built in the boardroom.It isn’t built by marketing.It isn’t built by leadership decks or mission statements.Your real reputation is built by the people you probably pay the least, the CSRs answering the phones, the dispatchers managing chaos, and the installers walking into customers’ homes every single day.In this New Year’s Eve episode, we go deep on what real CX leadership looks like in blue-collar service companies; plumbing, HVAC, electrical, and beyond. We talk

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00:06:57

The CX Riot Radio Christmas Special

CX RIOT RADIO ·

2025/12/24

Merry Christmas, everyone![Verse 1]Chestnuts roasting, phones on fireCaller says “I just need a quote” (liar)Hold music slaps like it’s 2003“Your call is very important” — allegedlyCoffee’s dead, patience thinCRM spinning like “log in again”Snow outside, chaos withinWelcome to Christmas in the call center, friend[Pre-Chorus]We’ve got fake snowFake cheerBut the problems are very real this year[Chorus]All I want for ChristmasIs a booked callNot a “just checking prices,” not a voicemail stallI don’t

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00:15:21

Remote or Office? Your Team Support Strategy Doesn't...

CX RIOT RADIO ·

2025/12/17

In this episode from the archives, we remember remote work, wfh, wfa, etc. And what it took to provide floor support for your team.How does this change in the era or RTO?It doesn't.All the lessons you learned from managing remote or hybrid teams still apply. All the communication skills you learned are still valid. All the leadership lessons you learned still matter.This episode, at it's core is about providing resources and support to your team, it doesn't matter how close or how far

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00:28:12

Why AI-First CX Is Failing Customers

CX RIOT RADIO ·

2025/12/13

AI was supposed to fix customer service.Instead, many companies are rehiring humans.In this episode of CX Riot Radio, we break down why customers are still skeptical of AI, why contact center leaders are more optimistic, and where the disconnect is costing companies trust and loyalty.We unpack new research on AI in customer service, the growing backlash against chatbot-first CX, and why 2025 is shaping up to be the year businesses realize empathy, judgment, and real human connection still

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00:19:20

CSAT Is A Dumb Metric | Customer Loyalty is King

CX RIOT RADIO ·

2025/12/10

Wow, you made your customer satisfied. Way to do the bare minimum.This episode is about how customer loyalty is more important than satisfaction. And a simple trick that doctors hate that will get you that loyalty!Here's the LinkTree: https://linktr.ee/caffcx

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00:16:41

Urgency & Ownership

CX RIOT RADIO ·

2025/12/03

In this episode of CX Riot Radio, we dive straight into the heart of what separates average trades companies from unstoppable ones: urgency and ownership.You’ll hear how urgency creates momentum, how ownership creates accountability, and how together they become rocket fuel for customer experience. If your shop feels slow, reactive, or stuck in neutral, this episode is your blueprint for lighting the fire again.Here's the LinkTree: https://linktr.ee/caffcx

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00:28:48

Some Wars Must Be Fought Alone

CX RIOT RADIO ·

2025/11/28

Happy Thanksgiving Everybody! Modern America is drowning in usury, perversion, cheap pleasure, and spiritual collapse, and most people are too numb to notice. In this episode, we tear into the real roots of our cultural decay: porn addiction, adultery, political hubris, weakened churches, and the abandonment of tradition. Featuring the raw fire of Scripture, the Church Fathers, and the Desert Fathers, we confront the demons we refuse to name and lay out the path to fight them: discipline,

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00:17:59

You Built This Culture, Now Fix the Results

CX RIOT RADIO ·

2025/11/26

Customer retention in the trades is won or lost in tiny “moments of truth.” In this episode, we break down how booking failures, bad invoices, and late technicians can destroy loyalty—and how to turn those moments into magic that keeps customers for life.Here's the LinkTree: https://linktr.ee/caffcx

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00:13:20

Consistent Messaging

CX RIOT RADIO ·

2025/11/19

In this episode from the archives (March 2022), we break down why consistent brand messaging isn’t just “nice to have”—it’s the backbone of every customer touchpoint you’ve got. From your first marketing impression to every call, chat, and DM, the message has to match.We dig into how each social platform has its own personality—and why posting regularly on TikTok, Twitter, and Facebook matters if you want to stay relevant. You’ll hear why Wendy’s nailed their brand voice on Twitter while other

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00:16:51

High Tech, Low Lives

CX RIOT RADIO ·

2025/11/12

Everything is tracked. Nothing is owned. Houses come with fifty-year mortgages. Cars report back to their manufacturers. Every song, show, and tool lives behind a subscription. Convenience replaced ownership, and people became products.Attention is currency. Phones feed dopamine addictions. Dating apps turn connection into microtransactions. “Buy Now, Pay Later” schemes and payday loans keep the working class chained to debt while tech companies and banks harvest data and profit.It’s cyberpunk

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00:18:35

GIVE EM THE PICKLE

CX RIOT RADIO ·

2025/11/05

Give 'Em The Pickle: https://youtu.be/lwYrB7y_VmY?si=pMAY-5ohR3XMmFE3In this episode of CX Riot Radio, we break down Bob Farrell’s legendary customer-service lesson Give ’Em the Pickle! and translate it into the r world of plumbing, HVAC, and home services.We dive into what “the pickle” really means for the trades: doing the small extra things that make customers feel valued, showing up on time, explaining repairs clearly, cleaning up your work, and following up after the job.You’ll learn how to

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00:06:20

Most Companies Don’t Deserve Their Customers

CX RIOT RADIO ·

2025/10/29

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

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00:12:31

Customer Service Isn't For Everybody (Classic Episode)

CX RIOT RADIO ·

2025/10/22

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

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00:24:37

Be The Leader You Needed

CX RIOT RADIO ·

2025/10/19

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

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00:19:22

Failure is Sexy

CX RIOT RADIO ·

2025/10/15

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

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00:13:51

The Rise of the Sorcerous Maleficum: A Business Fable...

CX RIOT RADIO ·

2025/10/08

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/fe4tVMdEnjoy! Here's the LinkTree: https://linktr.ee/caffcx

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00:16:30

The Rise of the Sorcerous Maleficum: A Business Fable...

CX RIOT RADIO ·

2025/10/01

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/fe4tVMdEnjoy! Here's the LinkTree: https://linktr.ee/caffcx

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00:19:15

CXRR Classic: CX in an Industry With a Bad Rep w/...

CX RIOT RADIO ·

2025/09/24

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 journeyHow to use technology (without letting clunky tools ruin trust)The importance of clear communication and expectation settingWhy technician

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00:22:13

If Evolution is Outlawed, Only Outlaws Will Evolve

CX RIOT RADIO ·

2025/09/17

“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:

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00:12:46

CaffCX Classic: Stoicism in the Call Center

CX RIOT RADIO ·

2025/09/03

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

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278 results

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