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PODCAST

CX RIOT RADIO

CX Riot Radio is a Blue Collar Customer Experience Podcast that analyzes life and customer service in this algorithmic dystopia we"re living in. With a focus on the Trades and Contact Centers with healthy(??) twists of cyberpunk and rants. Rarely any guests, but if you wanna come on and yap, reach out to me on LinkedIn.

technology

All Episodes

00:15:34

Headset Hemorrhage

CX RIOT RADIO ·

2026/03/18

Your call center isn’t losing people by accident.It’s bleeding them out.In this episode of CX Riot Radio, we break down the Headset Hemorrhage... the slow, quiet burnout happening in customer service teams everywhere.Too many companies treat agents like replaceable hardware… plug them in, track the metrics, and expect performance.But your CSRs aren’t machines.They’re human operators dealing with emotional, high-pressure work every single day.And when the system is broken, no amount of AI or

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00:15:55

Wetware Hellscape

CX RIOT RADIO ·

2026/03/11

Human brain cells fused with silicon are literally playing Doom right now (Cortical Labs CL1). AI agents write full production apps 250× faster than human teams. Systems like DAC compile entire SaaS products, 100k+ lines of code from one prompt in under 50 hours, zero humans.This is wetware computing, autonomous code generation, and the coming era of bot-vs-bot customer service: your AI negotiates with company AIs in the background, booking jobs and closing deals without you ever intervening.High

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00:18:32

Algorithmic Delusion.

CX RIOT RADIO ·

2026/03/04

When your feed shapes your reality and reinforces your beliefs, even if they're wrong... what do you do?Also, a new music video from my assistant, Suz.Here's the LinkTree: https://linktr.ee/caffcx

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00:18:07

Instant Art

CX RIOT RADIO ·

2026/02/25

AI can generate songs, movies, images, and entire worlds in seconds.If it moves you… does it matter who made it?As entertainment becomes instant and nearly free, artists, studios, and audiences face a new question:When creation is infinite, what happens to meaning?Here's the LinkTree: https://linktr.ee/caffcx

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00:16:59

Renting Yourself To The Machine

CX RIOT RADIO ·

2026/02/18

You don’t work for a manager.You work for an algorithm.Ratings decide survival.Bonuses gamify rent.AI trains on your labor.This is the gig economy.And it’s not just delivery apps.LinkTree: https://linktr.ee/caffcx

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00:26:53

Identity is Data

CX RIOT RADIO ·

2026/02/11

This isn’t science fiction.It’s a world where your face is the password,your behavior is the signal,and your data determines your reality.Identity is data.And the system already decided.Here's the LinkTree: https://linktr.ee/caffcx

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00:24:30

synthetic intimacy

CX RIOT RADIO ·

2026/02/04

Loneliness is no longer accidental, it’s structural.In this episode of CX RIOT RADIO, we explore AI companionship, synthetic intimacy, and why comfort has become more addictive than connection. From emotional dependency to hyper-sexualized AI and the quiet rise of escapism, this is a look at what happens when desire, validation, and belonging are optimized by machines.High tech. Low life.This is Synthetic Intimacy.Here's the LinkTree: https://linktr.ee/caffcx

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00:18:11

Modern Life is Cyberpunk

CX RIOT RADIO ·

2026/01/28

The Future is here... it's just not evenly distributed.Here's the LinkTree: https://linktr.ee/caffcx

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00:25:55

why everything looks dead now

CX RIOT RADIO ·

2026/01/21

Everything feels gray, cheap, and mass-produced: from homes and products to branding and fashion. In this episode, we break down why modern life looks uglier, how cost-cutting and “efficiency culture” killed personality, and why soulless automation (IVRs, bots, dead customer service) is making it worse.Here's the LinkTree: https://linktr.ee/caffcx

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00:27:22

The State Took Your Choice... Cashiers Take the Blame

CX RIOT RADIO ·

2026/01/13

The bag ripped. The straw dissolved. The cashier got yelled at.This isn’t about politics it’s about customer experience under constraint.Paper bags, PAGA, product bans, and why businesses pay for rules they didn’t write.Here's the LinkTree: https://linktr.ee/caffcx

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00:15:35

Group CX

CX RIOT RADIO ·

2026/01/07

In the trades, most companies talk about “customer experience” like it belongs to one department: the call center, marketing, or the frontline team.But the truth is simpler, and way more powerful:Customer Experience is everyone’s job.From CSR to dispatcher…From payroll to accounting…From warehouse to IT…From leadership to the janitor…Every role either reduces friction or adds friction.Every decision either builds trust or erodes it.In this episode, we break down the idea of Group CX — a culture

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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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289 results

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