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.
William Gibson’s Sprawl Trilogy, Neuromancer, Count Zero, and Mona Lisa Overdrive, came out in the ‘80s. Back when the Internet barely existed, AI was science fiction, and cell phones were the size of bricks. And yet, somehow, Gibson nailed it. Not just the tech, but the feel of our future. The cold, lonely hum of a digitized world. The way power clumps at the top, and everyone else claws at scraps below. If you’ve ever felt like you’re drowning in tech but starving for meaning, Welcome to the Sprawl. The Rich Are Gods. The Poor Are Ghosts. In Gibson’s world, megacorporations run everything. Governments are just window dressing. The rich live in space. The poor hustle in decaying cities, surrounded by neon, noise, and neglect. Sound familiar? In 2025, the wealth gap isn’t just wide, it’s a canyon. Tech billionaires build rockets and AI empires while the average person juggles three side hustles and still can’t afford rent...
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...
First, I'd like to introduce you to Darby and Krash, two contact center employees who enjoy caffeine. In their first ...episode(?) they discuss how AHT can affect CSAT. That's Average Handle Time and Customer Satisfaction for you out there that don't know Call Center Geek Speak. So let's elaborate on that, since not much elaboration can be done in a (badly drawn) four panel comic. Why does incentivizing low AHT negatively affect CSAT? First, let's get some background. What does Average Handle Time mean? Thanks, Google. AHT= (Total talk time + Total Hold time) + Total ACW / Total # of Calls. Got that? Good. So from the time the call is initiated to the time spent after the call putting in notes is AHT. And a lot of companies want that to as low as humanely possible, and then some. Why? More calls mean more money. The shorter the call, the more calls the agents can take, and the more money can be made on those calls. Sounds like a winning plan, yeah? Not so fast, Ra...
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