Back in early 2023, someone reached out to me praising me for the name of my podcast, Caffeinated CX. Cool, it wasn't out of the ordinary for this to happen, it was (and is) a cool name for a Customer Experience Podcast. Maybe he wanted to be on it, maybe he wanted to sell me something, who knows. The podcast had been around about a year and a half-ish publicly (and about an additional 6 months privately, shared only with coworkers and employees at my place of employment, where it came out of a video series I was doing called Coffee With Dave which was mostly about mindset and office life).
A couple days after that message, he sent me another one saying that he owned the URL caffeinatedcx.com, which was a little weird but whatever. Here's a screenshot of that message from LinkedIn:
I censored as much as I could with a 15 second limit.
So, even though a Podcast is technically trademarked at first publication, dude stole my name for some AI software. Whatever. It is what it is. At the time, I just thought it was silly. As in "what a silly goose."
Then he launched a podcast called Caffeinated CX, which was like... "okay buddy, that's going a little too far."
Friends and LinkedIn buddies were messaging me left and right about it, so I went to check it out.
Yup.
And when I commented "Nice Podcast name" on one of the dude's posts... insta-blocked.
So whatever. I put it to the back of my mind and didn't worry about it, because I was doing my thing, and I could ignore... whatever they were doing.
Then, a couple of months ago, my buddy Rob reached out to me asking how a certain guest was on my podcast, which for those of you who listen to my pod know it's rare if there's a guest at all which is usually just me not scheduling guests... (what?)
This guest had been on the other Caffeinated CX podcast. So that was... neat.
So, now, since my mantra of 2024 is "it is what it is" AND then fact that I don't use Caffeinated CX to sell shit or run ads or pitch products and it's simply a way of giving back to the industries that made me, I'm changing the name of the podcast to CX RIOT RADIO which allows me to to do a few things:
1. I am a creature of chaos, this allows me to rebrand and rebuild. I love that. It'll bring me more pleasure in life.
2. It'll allow me to do more with the name than just a podcast. I can also use it for my music projects, which is good.
3. Do I need a third one? If so, it's this: I can stop worrying about some asshole who blatantly stole my IP, blocked me, and continued to use it.
Should I pursue legal action? Eh, I never intended to make profit off of the IP or the Podcast or anything like that, so what would be the point? But fuck, man, if that was my intention, if Caffeinated CX was designed to feed and house my family you bet your bottom dollar I'd come out fucking swinging.
At the end of the day, mockery and ridicule sometimes work better than lawsuits and threats.
What this dude did was morally and ethically wrong.
But it did give me the opportunity to rebrand.
But no matter what the name the show takes, it will always be done in a Hyper-Caffeinated State.
In the fall of 1992, when Final Fantasy Mystic Quest dropped, it wasn't the bombshell SquareSoft had hoped for. Instead, it was more like a dud. Let's break it down and pull some lessons from this for the modern customer experience world. We’re going deep into this one, but we’re going to do it fast and straight. No fluff. This is the stuff you NEED to understand about your audience, and how Final Fantasy Mystic Quest misfired on all cylinders, alienating hardcore fans by trying to appeal to the masses. Think about this like your business or brand: you can’t afford to misstep when it comes to knowing your people. 1. Know Your Audience, Like Really Know Them SquareSoft thought they were doing something smart by creating a “dumbed-down” RPG for the American market. They assumed Western gamers weren’t sharp enough or experienced enough to handle the complexity of regular Final Fantasy games. So, what did they do? They made a game that was simplistic, linear, and completely void of...
Summary: Why use AI as a Co-Pilot - Emphasize the importance of using AI as a helpful assistant, not as a replacement for human control. AI should be a co-pilot, not autopilot - AI lacks human judgment and context understanding - Relying solely on AI for sensitive decisions is risky due to potential mistakes Treating AI as an autopilot sets us up for failure. - AI trained on biased or inaccurate data leads to potential harmful consequences. - Human oversight, expertise, and creativity are crucial in complex situations. Using AI as a co-pilot empowers informed decisions - Enhances human productivity while ensuring accountability - Risks of overdependence on AI: loss of critical thinking, ethical and social concerns AI adoption can lead to job displacement and operational risks - Job losses due to routine task automation can cause significant workforce disruption - Excessive reliance on AI can lead to operational disruptions and security risks if not managed properly AI risks include ina...
Summaries Generated by Merlin. Essay: Introduction to Empathy Statements In the realm of customer service, empathy statements have become a common feature in call center interactions. However, the effectiveness of these statements is increasingly questioned, with many arguing they can often come off as disingenuous or unhelpful. This essay explores the drawbacks of empathy statements in customer service, emphasizing the need for genuine understanding and efficient problem resolution. The Problem with Empathy Statements Empathy statements, such as "I understand how you feel," are typically included in call center scripts to convey compassion. However, the reality is that these phrases can sound insincere, especially when overused. The speaker's tone and genuine engagement in the conversation are far more impactful than rote responses. Many customers calling for assistance are not seeking empathy per se; rather, they desire acknowledgment and swift resolution of their is...
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