CX RIOT RADIO

David Powers
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  • MARKETING

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.

  1. 39M AGO

    On the Front Line

    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 about why most companies undervalue the front line, how that destroys loyalty, and what leadership must change if we want to build organizations people are proud to belong to. Here's the LinkTree: https://linktr.ee/caffcx

    17 min

  2. DEC 24

    The CX Riot Radio Christmas Special

    Merry Christmas, everyone! [Verse 1] Chestnuts roasting, phones on fire Caller says “I just need a quote” (liar) Hold music slaps like it’s 2003 “Your call is very important” — allegedly Coffee’s dead, patience thin CRM spinning like “log in again” Snow outside, chaos within Welcome to Christmas in the call center, friend [Pre-Chorus] We’ve got fake snow Fake cheer But the problems are very real this year [Chorus] All I want for Christmas Is a booked call Not a “just checking prices,” not a voicemail stall I don’t need cookies, I don’t need cheer I need dispatch open and a tech nearby here Deck the halls with AHT Fa-la-la-la-la, please don’t yell at me If your heat turns on by the end of the night You’re welcome. Merry Christmas. Click five stars. [Verse 2] “Can you come today?” “Yes, but let’s define ‘today.’” “Why is there a dispatch fee?” Because gas costs money and so do we Membership pitch? Tasteful, light Like eggnog with a little bite Not upselling joy, just keeping it real You want heat? Cool. Here’s the deal. [Pre-Chorus] No carolers No sleigh Just someone saying “We can be there today” [Chorus] All I want for Christmas Is a booked call A real decision, not a maybe-text-fall I don’t need silence, I don’t need peace I need a customer who’s ready to proceed Deck the halls with QA notes Fa-la-la-la-la, please don’t quote Yelp If your water’s hot and your pipes don’t fight You’re welcome. Merry Christmas. Good night. [Bridge (Spoken, deadpan)] This is not a Hallmark movie. This is a strip mall. At 7:43 PM. With a frozen sewer line. And yes We can still help you. Breakdown Empathy’s not “I understand” It’s “I’ve got this, here’s the plan” No script angels, no soft glow Just competence with a festive bow [Final Chorus (Bigger, Dumber, Louder)] All I want for Christmas Is a booked call A clean address and a yes-that’s-all No ghosting, no “I’ll call you back” It’s Christmas Eve, we both know that’s cap So light the tree, pour the wine We’ll keep the phones alive If your house survives the night Thank a CSR Who skipped delight [Outro] Phones go quiet. Queue hits zero. Someone microwaves leftover ham. Another Christmas saved By people you’ll never see. Here's the LinkTree: https://linktr.ee/caffcx

    7 min

  3. DEC 17

    Remote or Office? Your Team Support Strategy Doesn't Change | CXRR Classic

    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 away they are. Don't be dumb. Here's the LinkTree: https://linktr.ee/caffcx

    15 min

  4. DEC 13

    Why AI-First CX Is Failing Customers

    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 matter. Article Cited: https://www.techfinitive.com/2025-the-year-of-rehiring-humans-after-ai-fails/#:~:text=exceptional%20customer%20experiences.%E2%80%9D-,Hiring%20back%20humans,the%20same%20speed%20as%20before%E2%80%9D. Here's the LinkTree: https://linktr.ee/caffcx

    28 min

  5. DEC 10

    CSAT Is A Dumb Metric | Customer Loyalty is King

    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

    19 min

  6. DEC 3

    Urgency & Ownership

    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

    17 min

  7. NOV 28

    Some Wars Must Be Fought Alone

    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, repentance, prayer, fasting, brotherhood, and personal responsibility. Fix yourself, and you can help fix the world. But the first battle? That one you fight alone. Here's the LinkTree: https://linktr.ee/caffcx

    29 min

  8. NOV 26

    You Built This Culture, Now Fix the Results

    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

    18 min
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About

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.

Information

  • Creator
    David Powers
  • Years Active
    2021 - 2025
  • Episodes
    277
  • Rating
    Explicit
  • Copyright
    © David Powers
  • Show Website
    CX RIOT RADIO