What Is the Biggest CX Mistake Companies Make?

What if the biggest threat to your customer experience isn’t bad tech – but bad decisions? In this episode of CX Without the BS, we rip the lid off the most overlooked — and most costly — mistakes companies make in customer experience. From “snake oil” CX solutions to the AI hype train, we’re exposing the real stories from the front lines and giving you the practical playbook for cutting through the noise. CX experts Kate Nelson and Vicki Brackett join me to share unfiltered insights from decades in the trenches. You’ll hear how companies waste millions on tools they don’t need, overlook the people who actually use them, and skip the one step that could save them from disaster. It’s part myth-busting, part reality check, and 100% designed to help you avoid becoming the next cautionary tale. We dig deep into the difference between knowledge bases and true knowledge management systems — and why getting this wrong creates chaos for your agents and frustration for your customers. You’ll learn how governance, employee feedback loops, and integrated systems can turn information into a competitive advantage instead of a liability. We also tackle the AI problem head-on. Kate and Vicki reveal why AI without clean, centralized knowledge is a recipe for failure, how bad data silently sabotages CX, and why the “AI will replace people” narrative misses the point. Spoiler: the winners will be humans who use AI effectively, not the ones replaced by it. Finally, we preview the upcoming Living CX & Transformation Networking Event in Salt Lake City — a one-of-a-kind, people-first experience with zero sales pitches, real conversations, and even an aromatherapy sound bath. If you’re tired of hearing the same old vendor-driven CX stories, this is your wake-up call.