With all of the advancements in technology, why is customer service getting worse instead of better? That is the key question “Your Call is Very Important to Us” seeks to answer. Please subscribe to the podcast on the platform of your choice. You can also visit our YouTube channel at: https://www.youtube.com/@yourcallis. Do you have a customer service fail you'd like to share? Would you be interested in sponsoring an episode? Want to just reach out and provide some feedback? Feel free to drop us an email at info@yourcallis.com. Thanks for joining us and be sure to spread the word!
Ep: 8 - “The Ensh!ttification of Everything: Why Customer Service Still Sucks”
Hosts Tom Brannen and Vic Cooper, along with author Cory Doctorow, dissect the phenomenon of enshittification, where companies prioritize profits over user experience, leading to frustrating interactions with services like Amazon, Uber, and T-Mobile.
9 Dec 2024
Ep: 7 - Revolutionizing Public Service: How AI is Transforming the Citizen Experience
Tom Brannen and Vic Cooper join Joe Forte from NICE to explore how AI is transforming the citizen experience in public service, revealing key opportunities for modernizing contact centers.
8 Oct 2024
Ep: 6 - The Future of AI in CX: Letting AI Drive
Kicking off a new season of the podcast, we take a quick look back before tackling the question of how AI is changing the landscape of CX. We also discuss how AI is revolutionizing not just customer service but also the way we think about, procure, and implement AI. And Tom greatly oversimplifies the deployment of AI, though he has a good point.Thanks for listening! Questions or comments about the show? Ideas for future episodes? Interested in being a guest? Reach out to us for more in...
10 Apr 2024
Ep:5 What are some of the most common CX mistakes?
In this episode, Vic and Tom discuss some of the most common CX mistakes they see and offer some thoughts on how to fix them. Also, Vic channels a previous poor CX with AT&T and has to be bleeped as he relives the experience.
Thanks for listening!
Questions or comments about the show? Ideas for future episodes? Interested in being a guest? Reach out to us for more info.
Email – info@yourcallis.com (mailto:info@yourcallis.com)
Web – yourcallis.com (http://www.yourcallis.com)
Show Hosts:
Tom Brannen – Industry Analyst – OnConvergence
Web: onconvergence.com (http://www.onconvergence.com)
Twitter: @tbrannen
LinkedIn: https://www.linkedin.com/in/tbrannen/ (https://www.linkedin.com/in/tbrannen/)
Vic Cooper – Independent Consultant – Inteletry
Web: https://www.inteletry.com (https://www.inteletry.com)
Twitter: @VicACooper
LindedIn: https://www.linkedin.com/in/vicacooper/ (https://www.linkedin.com/in/vicacooper/)
16 Mar 2023
Ep:4 Why are we so excited about Enterprise Connect 2023?
In this podcast, we discuss the upcoming Enterprise Connect Conference, why conferences still matter, what we are doing at EC, and why we are so excited to take the podcast on the road!
Thanks for listening!
Questions or comments about the show? Ideas for future episodes? Interested in being a guest? Reach out to us for more info.
Email – info@yourcallis.com (mailto:info@yourcallis.com)
Web – yourcallis.com (http://www.yourcallis.com)
Show Hosts:
Tom Brannen – Industry Analyst – OnConvergence
Web: onconvergence.com (http://www.onconvergence.com)
Twitter: @tbrannen
LinkedIn: https://www.linkedin.com/in/tbrannen/ (https://www.linkedin.com/in/tbrannen/)
Vic Cooper – Independent Consultant – Inteletry
Web: https://www.inteletry.com (https://www.inteletry.com)
Twitter: @VicACooper
LindedIn: https://www.linkedin.com/in/vicacooper/ (https://www.linkedin.com/in/vicacooper/)
9 Jan 2023
Ep: 3 Why is leadership so critical to CX? - Interview with Brad Cleveland
In this episode, we sit down with Brad Cleveland, know throughout the world for his insight into all things related to customer experience. Brad is an industry veteran who is one of the leading recognized thought leaders and consultants, as well as a frequent speaker and author of several books.
Today, we discuss the important subject of leadership and why it such a critical element to providing a good customer experience.
We also refer several times to his latest book, "Leading the Customer Experience" which we highly recommend for anyone working in the customer experience space.
https://www.amazon.com/Leading-Customer-Experience-Deliver-Outstanding/dp/1789666872/ref=sr_1_2?crid=1TZX9U1XOQT7C&keywords=brad+cleveland&qid=1673294368&sprefix=brad+clevelan%2Caps%2C135&sr=8-2 (https://www.amazon.com/Leading-Customer-Experience-Deliver-Outstanding/dp/1789666872/ref=sr_1_2?crid=1TZX9U1XOQT7C&keywords=brad+cleveland&qid=1673294368&sprefix=brad+clevelan%2Caps%2C135&sr=8-2)
Thanks for listening!
Questions or comments about the show? Ideas for future episodes? Interested in being a guest? Reach out to us for more info.
Email – info@yourcallis.com (mailto:info@yourcallis.com)
Web – yourcallis.com (http://www.yourcallis.com)
Show Hosts:
Tom Brannen – Industry Analyst – OnConvergence
Web: onconvergence.com (http://www.onconvergence.com)
Twitter: @tbrannen
LinkedIn: https://www.linkedin.com/in/tbrannen/ (https://www.linkedin.com/in/tbrannen/)
Vic Cooper – Independent Consultant – Inteletry
Web: https://www.inteletry.com (https://www.inteletry.com)
Twitter: @VicACooper
LindedIn: https://www.linkedin.com/in/vicacooper/ (https://www.linkedin.com/in/vicacooper/)
9 Jan 2023
Ep:2 What's the difference between good chat vs. bad chat?
In this episode, we explore a tale of two chats - one that was excellent, and one that, well, sucked. As more and more interaction go to chat, it is important for companies to not just support chat, but excel at chat. Join us as we deep dive into these two experiences and break down the differences.
Thanks for listening!
Questions or comments about the show? Ideas for future episodes? Interested in being a guest? Reach out to us for more info.
Email – info@yourcallis.com (mailto:info@yourcallis.com)
Web – yourcallis.com (http://www.yourcallis.com)
Show Hosts:
Tom Brannen – Industry Analyst – OnConvergence
Web: onconvergence.com (http://www.onconvergence.com)
Twitter: @tbrannen
LinkedIn: https://www.linkedin.com/in/tbrannen/ (https://www.linkedin.com/in/tbrannen/)
Vic Cooper – Independent Consultant – Inteletry
Web: https://www.inteletry.com (https://www.inteletry.com)
Twitter: @VicACooper
LindedIn: https://www.linkedin.com/in/vicacooper/ (https://www.linkedin.com/in/vicacooper/)
6 Jan 2023
Ep:1 Why does customer service still suck?
On our very first episode, we dive into the sad reality that customer service still stinks. Why is this the case? Why is this still a struggle despite large investments in upgrades and moving to the cloud? Tune in as we begin the journey into why customer experience still sucks and what can be done to turn things around.
Thanks for listening!
Questions or comments about the show? Ideas for future episodes? Interested in being a guest? Reach out to us for more info.
Email – info@yourcallis.com (mailto:info@yourcallis.com)
Web – yourcallis.com (http://www.yourcallis.com)
Show Hosts:
Tom Brannen – Industry Analyst – OnConvergence
Web: onconvergence.com (http://www.onconvergence.com)
Twitter: @tbrannen
LinkedIn: https://www.linkedin.com/in/tbrannen/ (https://www.linkedin.com/in/tbrannen/)
Vic Cooper – Independent Consultant – Inteletry
Web: https://www.inteletry.com (https://www.inteletry.com)
Twitter: @VicACooper
LindedIn: https://www.linkedin.com/in/vicacooper/ (https://www.linkedin.com/in/vicacooper/)
Reach and audience
Public platform figures. Ratings count people who left a rating, not total listeners.
YouTube views
226
Score snapshot 15 Sept 2025
Apple Podcasts (US)
5.0 / 5
3 ratings
Podcast Authority Score: 36 / 100
A composite of feed quality, social presence, YouTube performance and engagement. Read the methodology.
Quality
22
Social presence
0
YouTube
64
Engagement
60
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