CX Therapy – Let's talk customer experience!
CX Therapy - Let's talk customer experience!
Podcast Description
CX Therapy - we've all had 'em, those customer service experiences that are so bad they leave you wanting to run straight to your therapist's couch. Maybe that is not such a bad idea, there are good lessons in every bad customer experience. Join industry veterans Julien Rio and Max Ball as they share some of their scariest and most disturbing customer experiences, and break them down to see what went wrong. Was it the wrong technology. structural issues, agent problems? Listen in and find out.
Podcast Insights
Content Themes
The podcast focuses on customer service challenges, analyzing themes such as poor technology implementation, structural issues within organizations, and the roles of customer service agents. Notable episodes include discussions around complex banking processes with Merijn te Booij, airline communication failures with Judy Weader, and the complications in navigating Medicare services with Michael McBrien.
CX Therapy – we’ve all had ’em, those customer service experiences that are so bad they leave you wanting to run straight to your therapist’s couch. Maybe that is not such a bad idea, there are good lessons in every bad customer experience. Join industry veterans Julien Rio and Max Ball as they share some of their scariest and most disturbing customer experiences, and break them down to see what went wrong. Was it the wrong technology. structural issues, agent problems? Listen in and find out.
CX Therapy – we've all had 'em, those customer service experiences that are so bad they leave you wanting to run straight to your therapist's couch. Maybe that is not such a bad idea, there are good lessons in every bad customer experience. Join industry veterans Julien Rio and Max Ball as they share some of their scariest and most disturbing customer experiences, and break them down to see what went wrong. Was it the wrong technology. structural issues, agent problems? Listen in and find out.In today's episode, we've invited Daniel Hong, ex-Forrester Analyst, to talk about his recent travel experience in an hotel that could have gone terribly wrong if it wasn't for some amazing employee displaying the right level of empathy.
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