Message the show!

What happens when you strip the buzzwords out of CX and just focus on the people? In this episode of WFM Unfiltered, Irina sits down with Charlie Adams — customer experience director, author of It’s Just People, and a man who’s seen the contact centre industry from the inside out. From smashing AI myths to confronting uncomfortable truths about management and data, this one’s a no-fluff, all-reality masterclass in how not to screw up your customer experience.

Charlie’s worked across BPOs, startups, and global operations, and brings a refreshingly simple message: humans matter. Whether it’s how AI is being badly implemented, or how contact centres are sitting on a goldmine of underused data, Charlie pulls no punches. You’ll hear how poor scope creep kills projects, why leadership needs more backbone, and how TikTok unexpectedly made him rethink how leaders connect with their teams.

This episode is a must-watch if you’re in CX, workforce planning, contact centre strategy, or just sick of buying shiny tools that don’t deliver. Charlie’s approach is blunt but brilliant — expect uncomfortable truths and unexpected laughs. If you've ever said, “Why isn’t this working?” — this conversation will give you the answers.

Watch now and rewire how you think about transformation, leadership, and the real role of humans in an increasingly tech-first industry.

Subscribe to catch new episodes weekly at 11am CET:
https://www.youtube.com/@WFMUnfiltered?sub_confirmation=1

Show Links:

• RightWFM website: www.rightwfm.com
• Email: Irina@rightwfm.com
• Podcast email: WFMUnfiltered@gmail.com
• Podcast Directory: www.wfmunfiltered.buzzsprout.com/share
• Guest LinkedIn: www.linkedin.com/in/charleshsadams

Thanks for listening.

If you'd like to contact me about the show, you can email me HERE.

If you have questions about working with me on WFM projects and Consulting, you can find The RightWFM website HERE.

Please remember to subscribe and leave a review of you've enjoyed the show!