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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 to discover what makes or breaks customer experiences. Listen now on all major platforms.

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Episode 1:

Your Customers Are Speaking. Why Aren't You 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.

Watch the video podcast now, or listen wherever you get your podcasts.

Lisa Fairbanks

Global Head of Customer Experience Solutions at AWS

Episode 2:

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? Host Matthew Storm sits down with Ben Davis, founder of The Gent’s Place — a luxury barber and business club redefining what great service means.

Ben shares how his team transforms a simple haircut into something deeper: confidence, belonging, and meaningful conversation. You’ll hear how small, intentional details and a clear “why” behind every customer interaction can turn ordinary transactions into lasting loyalty - lessons any business leader can apply.

 

Ben Davis
Entrepreneur, Founder of The Gents Place and GentsTV

Roger Lee
AI & Customer Experience Leader, ICMI Mentor

Episode 3:

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

In this episode of Speechless: Lessons from the Frontlines of Customer Experience, host Matthew Storm talks with CX veteran Roger Lee about what it truly means to listen—at scale. 

From early quality monitoring (“your call may be recorded...”) to today’s AI-driven insights, Roger reveals how to turn conversations into business intelligence, give feedback that drives change, and create effortless experiences for both customers and employees. 

Plus, his speechless moment from Chewy proves that small gestures can make a lasting impact. 

 

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Hosted by Matthew Storm

CX Evangelist, USAN