Unfcking Your CX

11/08/2025

🔥🎧👇🏻

SummaryIn this conversation, Steve Kincanon emphasizes the critical role of leadership in fostering a strong customer experience (CX) culture. He argues that...

11/01/2025

Today's drop:

SummaryIn this episode of Unf*cking Your CX, Zack engages with Michael Nguyen, a seasoned CX practitioner, to explore the complexities of customer experience...

10/16/2025

🎙️ CX wants authority… but not accountability.

That’s the disconnect.
Everyone’s fighting for a “seat at the table,” but no one wants to own the same KPIs as the people already sitting there.

In this week’s episode of Unf*cking Your CX, Mike Kendall and I go all in:

➡️ Why CX keeps asking for power it hasn’t earned.
➡️ The brutal truth about influence vs. authority.
➡️ And how shared accountability is the fastest way to real credibility.

You can’t scream “customer first” while measuring different outcomes than the rest of the business.

If your ops partner’s goal is $1.2M in quarterly revenue and your goal is “improve NPS by 5 points,” you’re not on the same team.

This episode will p**s some people off.
Good.

It’s time CX stopped hiding behind metrics that don’t move the P&L.

🎧 “Stop Begging for Power. Real CX Leaders Win with Influence”

Drops Saturday, October 18th.

10/14/2025

Season 2, Episode 3 dropped today!

SummaryIn this episode of Unf*cking Your CX, host Zack Hamilton engages with Aurelia Pollet to discuss the pressing challenges in customer experience (CX). T...

10/08/2025

S2E1 is live!

SummaryIn this episode of Unf*cking Your CX, host Zack Hamilton engages in a lively conversation with Aileen Day, a CX practitioner and author. They discuss ...

10/03/2025

💣 Hard truth incoming:

“If CX leaders don’t show up with receipts, executives will stop giving a f*ck.” - Aileen Day, CCXP

That’s not a punchline.
That’s the state of our industry.

For years, we’ve thrown dashboards, NPS trends, and vanity scorecards at the C-suite hoping they’d be impressed.

Spoiler: they’re not.

Every quarter, when budgets get slashed, CX is first on the chopping block.

Why?

Because we keep showing up with feelings instead of financials.

Receipts look like this:

“This friction is costing $4.2M in lost revenue.”
“Fixing checkout time gains us 3 days on repeat purchase velocity.”
“Reducing call escalations cuts $1.3M in cost to serve.”

Until CX leaders speak this language, executives will continue to see us as overhead.

So here’s the question:
Are you bringing receipts… or excuses?

Get Season 2, Episode 1 on the drop and listen to Aileen put the industry on notice.

10/03/2025

Season 2 of Unf*cking Your CX drops on 10/6!

In this episode, Aileen Day, CCXP lays down one of the most raw player tips we’ve ever had in the hot seat.

Now let’s play a game:

👉 Can you guess the topic she's unf*cking in this episode?

(Hint: It’s the biggest identity crisis in the entire discipline right now 👀)

09/23/2025

🚨 SEASON 2 IS COMING 🚨

The Hot Seat is back.
The conversations are louder.

The bu****it meter?
Even sharper.

Unf*cking Your CX: Season 2 drops 10/6.

Season 1 proved one thing: the CX industry is broken and leaders are tired of the fluff.

We brought 50 of the most unfiltered practitioners into the hot seat, and they didn’t hold back.

💥 Season 2 is where we double down.

More uncomfortable truths.

More “I can’t believe they just said that.”

More practical player tips you can actually take back to your business tomorrow.

CX doesn’t need another “best practices” podcast. It needs someone willing to torch the playbook and rebuild it from the ground up.

That’s what this is.
That’s why you tune in.
That’s why Season 2 is about to be f*cking legendary.

👉 First drop: October 6.
Mark it. Share it. Be ready.

09/18/2025

09/18/2025

Dive into a thought-provoking discussion that sheds light on the untapped potential in customer experience over the past decade.

Explore the insights shared by industry veterans who reflect on their journeys through the lens of NPS.

From the viewpoint of a seasoned professional in the global insurance sector, the conversation delves into the challenges and opportunities that have shaped the landscape of customer engagement.

Uncover the reasons behind the missed chances and what can be done to harness these insights for future success.

This engaging exchange promises to reshape perceptions and ignite ideas for driving positive change in customer experience.