Speechless: Lessons From the Frontlines of Customer Experience
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.
All Episodes
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One Call Doesn’t Make a Trend: Lessons in Listening from Roger Lee
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 contact centers. Join us for a conversation that will leave you with valuable lessons on effective communication and the power of proactive customer engagement. Tune in to discover how to turn insights into impactful actions.-1.png)
Designing Experiences That Make Customers Stay
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 ordinary transactions into lasting loyalty. Whether you lead a global brand or run a local shop, this conversation will inspire you to think differently about the experience you deliver and the emotions you create..png)