Unf*cking Your CX

Zack Hamilton
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Welcome to Unfcking Your CX*, the podcast that’s calling out the biggest problems in customer experience—and giving you the no-BS strategies to fix them. I’m Zack Hamilton, and I’ve spent years watching CX get sidelined by weak metrics, half-baked strategies, and corporate lip service. This channel exists to change that. 🎙 What You’ll Get Here: ✅ 15-minute fire-packed episodes—no fluff, no wasted time ✅ Brutally honest CX breakdowns—what’s broken, why it’s broken, and how to fix it ✅ Guest experts who bring the heat—no PR-safe answers, just real talk ✅ Actionable strategies—3 player tips in every episode to actually drive change If you’re sick of CX being treated like a cost center instead of a business driver, you’re in the right place.

  1. S2, E26: Decision Debt Is Killing Your CX (And Bolt-On AI Won’t Save You)

    1 DAY AGO

    S2, E26: Decision Debt Is Killing Your CX (And Bolt-On AI Won’t Save You)

    Summary In this episode of Unf*cking Your CX, host Zack Hamilton engages with Ardie Sameti, an operator and technologist, to discuss the challenges faced by customer experience leaders in today's fragmented operational landscape. They explore the need for a shift from reactive to proactive strategies, the importance of understanding decision-making processes, and the pitfalls of implementing bolt-on AI solutions. Ardie emphasizes the necessity of a unified intelligence layer and a comprehensive understanding of the supply chain to drive meaningful change in customer experience. Takeaways 1/ Fragmentation in operations is a significant challenge. 2/ Operators often find themselves firefighting instead of being proactive. 3/ Technology should be grounded in the business context. 4/ Understanding the supply chain is crucial for decision-making. 5/ Avoid implementing bolt-on AI solutions that don't integrate well. 6/ CX leaders need to challenge existing processes and sacred cows. 7/ Decision-making is more critical than mere execution in CX roles. 8/ A holistic view of the customer journey is essential for improvement. 9/ Real transformation requires understanding the entire business ecosystem. 10/ Empowering teams to make decisions can reduce decision debt. Chapters 00:00 Setting the Scene: A Startup's Journey 02:34 The Fragmentation Dilemma in Operations 05:17 The Shift from Reactive to Proactive 08:09 Understanding Decision-Making in CX 10:26 Building a Unified Intelligence Layer 13:31 The Importance of Supply Chain Awareness 16:24 Avoiding the Pitfalls of Bolt-On AI 18:46 The Holistic Approach to Customer Experience Keywords customer experience, operations, decision-making, AI, technology, fragmentation, proactive strategies, supply chain, CX leaders, Experience Performance System, Unfucking Your CX

    25 min
  2. S2, E25 - Community Is the Last Human Moat in CX

    9 JAN

    S2, E25 - Community Is the Last Human Moat in CX

    Summary In this episode of Unf*cking Your CX, host Zack Hamilton and guest Michael Cooksey discuss the evolving landscape of customer experience (CX) as we approach 2026. They explore the importance of digital communities in fostering human connection, the balance between technology and personal interaction, and practical tips for enhancing CX through community engagement. The conversation emphasizes the need for tech companies to prioritize genuine human connections over purely digital interactions, especially in an age dominated by AI and self-service solutions. Takeaways 1/ CX is rapidly evolving and requires adaptation. 2/ Digital communities are essential for CX practitioners. 3/ Human connection is invaluable in customer experience. 4/ AI is a significant but complex factor in CX. 5/ Tech companies should not over-index on AI enthusiasm. 6/ Offering online communities can enhance customer engagement. 7/ Customers value spaces to express their thoughts freely. 8/ Balancing technology with human interaction is crucial. 9/ The future may see a monetization of human connection. 10/ Community engagement should not be treated as a marketing channel. Chapters 00:00 The Evolution of Customer Experience 02:48 The Role of Digital Communities in CX 05:29 Balancing Technology and Human Connection 08:26 Practical Tips for Enhancing CX 11:03 The Future of Human Connection in a Digital World Keywords Customer Experience, Digital Communities, AI, Human Connection, CX Strategies, Technology in CX, Online Engagement, Community Building, Customer Feedback, Digital Transformation, Experience Performance, Unfucking Your CX

    22 min
  3. S2, E24 - Why AI Fails in CX: The Promise, the Chaos, and the AAA Fix

    6 JAN

    S2, E24 - Why AI Fails in CX: The Promise, the Chaos, and the AAA Fix

    Summary In this conversation, Ben Foden discusses the challenges and opportunities presented by AI in customer support and experience. He emphasizes the importance of aligning AI promises with reality, the need for effective implementation strategies, and the critical role of Voice of Customer (VOC) data in driving improvements. The discussion highlights the necessity for accessibility, accuracy, and availability of knowledge in AI systems to enhance customer interactions and outcomes. Takeaways 1/ AI is becoming ubiquitous in customer support. 2/ The gap between AI promises and reality is concerning. 3/ Many AI transformations fail due to poor implementation. 4/ Customer experience (CX) has become overly focused on metrics. 5/ Accessibility of knowledge is crucial for effective AI use. 6/ Accuracy of information provided by AI is essential. 7/ Organizations must leverage VOC data for insights. 8/ AI tools should cite sources to enhance trust. 9/ Understanding customer behavior is key to improving services. 10/ AI can provide repeatable processes if implemented correctly. Chapters 00:00 Setting the Scene: A Late-Night Walk in London 01:49 The AI Dilemma: Promises vs. Reality 05:27 The Impact of AI on Customer Experience 07:12 Strategies for Effective AI Implementation 10:54 Leveraging Voice of Customer Data 13:30 Conclusion: Navigating the AI Landscape Keywords AI, customer experience, voice of customer, accessibility, accuracy, knowledge management, customer support, technology, business strategy, data analysis, experience performance, unfucking your cx

    17 min
  4. S2, E23 - The Sea of Sameness: Why AI Is Making Every Brand Sound Identical

    30/12/2025

    S2, E23 - The Sea of Sameness: Why AI Is Making Every Brand Sound Identical

    Summary In this episode, Zack Hamilton and Karen Lam rip into the AI hype cycle infecting customer success and CX. They call out the industry’s obsession with speed, automation, and cost savings and explain why it’s quietly erasing trust, loyalty, and brand differentiation. When teams over-rotate on AI without a clear point of view, they don’t “scale experience”… they flatten it. This conversation gets real about what AI should be doing (supporting human judgment, not replacing it), why measuring success through FTE savings is lazy leadership, and how CX leaders end up writing themselves out of the customer relationship altogether. They also dig into what actually moves the needle: intentional human connection, better decisions at moments that matter, and cross-functional partnerships that tie experience to real business impact—not vanity metrics. If your AI strategy sounds impressive but your CX feels forgettable, this episode is your wake-up call. Takeaways 1/ The voice of the customer is crucial in shaping customer success. 2/ AI should enhance, not replace, human interactions in customer service. 3/ Automation can lead to a loss of trust and loyalty from customers. 4/ Organizations often jump into AI without a clear vision. 5/ Experimentation is key to understanding AI's role in business. 6/ Measuring success should go beyond just cost savings. 7/ Quality of customer interactions can improve overall satisfaction. 8/ Cross-functional relationships are vital for success in customer service. 9/ AI initiatives often fail due to a lack of understanding and vision. 10/ Building a culture of curiosity can drive better customer experiences. Chapters 00:00 Setting the Stage for Customer Experience 01:08 The Pitfalls of Over-Automation 05:33 Navigating the AI Landscape 07:43 Understanding AI Failures 10:33 Measuring Success Beyond Cost 12:20 Building Cross-Functional Relationships Keywords voice of customer, AI in customer service, customer success, automation, customer experience, AI failures, measuring success, cross-functional collaboration, customer loyalty, trust in AI, AI, Experience Performance, Unfucking Your CX

    16 min
  5. S2, E22 - Stop Optimizing for Effortless and Start Designing for Remembered

    26/12/2025

    S2, E22 - Stop Optimizing for Effortless and Start Designing for Remembered

    Episode Summary In this episode of Unf*cking Your CX, Zack Hamilton sits down with Sam Stern to rip apart one of CX’s longest-running lies: that fixing friction equals good customer experience. It doesn’t. They go head-to-head on why obsessing over pain points, effort scores, and “frictionless” journeys has quietly turned brands into forgettable utilities—and why post-purchase is where CX either earns loyalty or disappears entirely. The conversation dives into: 1/ Why removing friction is table stakes, not strategy 2/ How Apple Pay and Amazon trained customers to forget who they bought from 3/ Why technology amplifies broken systems instead of fixing them 4/ And how, curiosity, not dashboards, is what actually saves bad experiences and builds real customer memory If your CX program is great at fixing what’s broken but terrible at creating something customers remember, this episode will hit uncomfortably close to home. And that’s the point. Takeaways 1/ Customer experience strategies often focus too much on fixing pain points. 2/ Merely removing friction can lead to forgettable experiences. 3/ Post-purchase engagement is crucial for brand loyalty. 4/ Understanding customer expectations is key to effective service. 5/ Technology should enhance, not replace, good customer experiences. 6/ Brands must differentiate themselves rather than trying to outdo competitors like Amazon. 7/ Curiosity in customer service can lead to better outcomes. 8/ Companies should actively seek feedback to improve experiences. 9/ Not all friction is bad; some can enhance the customer journey. 10/ Reaching out to customers can help salvage negative experiences. Chapters 00:00 Introduction to Customer Experience Challenges 02:47 The Pitfalls of Fixing Friction 05:40 The Importance of Post-Purchase Experience 08:50 Understanding Customer Expectations 11:23 Technology as a Tool, Not a Solution 14:18 Differentiating Your Brand in a Competitive Market 17:19 The Role of Curiosity in Customer Service 20:01 Closing Thoughts and Future Engagement Keywords customer experience, friction, post-purchase, technology, brand differentiation, customer expectations, service care, LinkedIn, Experience Performance, Unfucking Your CX

    24 min
  6. S2, E21 - Customer Experience Is a Verb, Not a Score

    20/12/2025

    S2, E21 - Customer Experience Is a Verb, Not a Score

    Summary In this episode of Unf*cking Your CX, host Zack Hamilton and guest Cary T Self jump into the complexities of customer experience (CX) management. They discuss the importance of the Voice of the Customer (VOC) and the challenges organizations face in effectively utilizing feedback. Cary shares actionable tips for improving CX, emphasizing the need for accountability, empowerment of frontline teams, and rebuilding trust within organizations. The conversation highlights the emotional connections between customers and brands, and the necessity for companies to engage authentically with their customers. Takeaways 1/ Customer experience should focus on real human connections. 2/ Voice of the Customer programs often lack follow-up. 3/ Action is essential in customer experience management. 4/ Empower frontline employees to make decisions. 5/ Accountability in responding to customer feedback is crucial. 6/ Companies need to celebrate both successes and failures. 7/ Trust is a key component in customer loyalty. 8/ Organizations must connect customer feedback to business outcomes. 9/ Leadership should advocate for customer-centric practices. 10/ Rebuilding trust in CX requires transparency and action. Chapters 00:00 Introduction to Unfucking Customer Experience 02:15 The Importance of Voice of the Customer 05:17 Challenges in Customer Experience Management 08:44 Actionable Tips for Effective Customer Experience 13:22 Empowering Teams for Better Customer Engagement 16:33 Rebuilding Trust in Customer Experience Keywords customer experience, voice of the customer, CX management, actionable tips, empowerment, trust, healthcare experience, feedback, customer loyalty, emotional connection, Experience Performance, Unfucking Your CX

    21 min
  7. S2, E20: Rage-Bait World, Human-Centered CX: De-Escalation as a P&L Strategy

    16/12/2025

    S2, E20: Rage-Bait World, Human-Centered CX: De-Escalation as a P&L Strategy

    Summary In this episode of Unf*cking Your CX, host Zack and guest Lara Klick dive into the complexities of customer experience (CX) in confrontational environments, particularly in healthcare. They discuss the importance of trust, the impact of COVID-19 on public perception, and the need for curiosity over judgment in customer interactions. Lara emphasizes the necessity of equipping teams with the right skills and processes to handle conflicts effectively, while also highlighting the importance of learning from past experiences to improve future interactions. The conversation underscores the significance of feedback as a valuable tool for growth and improvement in customer service. Takeaways 1/ Creating a safe space is essential for open conversations. 2/ Trust is a critical component in customer interactions. 3/ COVID-19 has significantly impacted trust in healthcare. 4/ Judgment can hinder effective communication with customers. 5/ Curiosity should replace judgment in customer service. 6/ Equipping teams with skills is vital for success. 7/ Feedback from customers is a gift that should be valued. 8/ After-action reviews can help teams learn from conflicts. 9/ Supporting team members after difficult interactions is crucial. 10/ Creating systems that allow frontline staff to succeed is necessary. Chapters 00:00 Introduction to Un-Fucking Your CX 04:10 Creating Trust in Confrontational Environments 06:04 The Impact of COVID on Trust and Customer Experience 11:52 Judgment vs. Curiosity in Customer Interactions 15:59 Equipping Teams for Success 21:38 Learning from Conflict and After Action Reviews Keywords customer experience, trust, healthcare, conflict resolution, team dynamics, COVID-19, judgment, curiosity, coaching, feedback, Unfucking Your CX, Experience Performance

    29 min
  8. S2, E19: The Biggest Friction in Your Business Lives in Your Employees’ Heads

    12/12/2025

    S2, E19: The Biggest Friction in Your Business Lives in Your Employees’ Heads

    Summary In this episode of Unf*cking Your CX, host Zack Hamilton engages with Cristian Salanti to discuss the critical aspects of employee experience and its impact on organizational success. They explore the importance of communication between headquarters and employees, the need for designing processes with the end user in mind, and how to connect employee needs with organizational goals. Cristian shares insights from his extensive experience in management and technology, emphasizing that employees should be treated as customers to enhance their work experience and overall satisfaction. Takeaways 1/ Employee experience is crucial for success. 2/ Design processes with the end user in mind. 3/ Communication between HQ and employees is essential. 4/ Employees should be treated as customers. 5/ Streamlining processes can reduce friction. 6/ Understanding employee needs leads to better outcomes. 7/ Designing in isolation creates challenges. 8/ Shopping malls serve as a model for workplace design. 9/ Different employees have different tasks and needs. 10/ Helping people work better together is key. Chapters 00:00 Introduction to the Conversation 02:02 The Cringe of Employee Experience 05:46 Designing for the Employee Experience 10:52 Connecting Employee Needs with Services 12:59 Conclusion and Call to Action Keywords employee experience, communication, organizational design, workplace culture, customer service, management practices, employee engagement, process optimization, user experience, workplace design, Experience Performance, Unfucking Your CX

    17 min
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About

Welcome to Unfcking Your CX*, the podcast that’s calling out the biggest problems in customer experience—and giving you the no-BS strategies to fix them. I’m Zack Hamilton, and I’ve spent years watching CX get sidelined by weak metrics, half-baked strategies, and corporate lip service. This channel exists to change that. 🎙 What You’ll Get Here: ✅ 15-minute fire-packed episodes—no fluff, no wasted time ✅ Brutally honest CX breakdowns—what’s broken, why it’s broken, and how to fix it ✅ Guest experts who bring the heat—no PR-safe answers, just real talk ✅ Actionable strategies—3 player tips in every episode to actually drive change If you’re sick of CX being treated like a cost center instead of a business driver, you’re in the right place.

Information

  • Creator
    Zack Hamilton
  • Years Active
    2025 - 2026
  • Episodes
    76
  • Rating
    Explicit
  • Provider