Claim OwnershipCX Therapy - Let's talk customer experience!
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© Julien Rio
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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.
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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, Julien Rio shares his recent story trying to get his Honda fixed by a Honda store.
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, Max Ball shares his recent story falling for an SMS scam and has to deal with his bank to cancel his credit card.
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, Max Ball shares his recent story trying to get his device to connect to a new source.
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 Simon Harrisson to share his airline story. We'll talk about omni-channel, effort score, self-service, and how airlines could both reduce their costs and increase their revenue with a very simple fix.
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.
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, Max Ball shares a great experience receiving treatment abroad after an accident. This is a fantastic example of how simplification can enhance an experience.
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.
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 Merijn te Booij, ex-CMO @ Genesys and now olive farmer to share his most scarring story. We will talk international banking, stupid processes, lack of empathy and pain.
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 Judy Weader, CX Industry Analyst working at Forrester to share her story going from the US to Australia and back. We'll discuss how airlines handle unexpected situations, last minute changes, proactive communication and reimbursments. Hold tight, there will be turbulences!
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 Michael McBrien, ex-Palantir, ex-Salesforce, owner of Merlion Consulting and CX Veteran to share his experience turning 65 and signing up for Medicare. What should have been simple turned into a 6 months long journey of analysis, comparison and studying of a way-too-complex product offering.
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 Ian Jacobs, ex-Forrester and Lead Analyst @ Opus.
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 Bartek Lechowski, Transformation & Experience Guide.
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 Ricardo Saltz Gulko, founder of ECXO and CX Consultant.
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 the world famous CX Analyst Sheila McGee-Smith to share her recent banking story. We'll talk about self-service, generational gaps, customer support, phone service, app usage, and many more! Get ready, this is a feel good episode!
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 the world famous CX Analyst Sheila McGee-Smith to share her recent banking story. We'll talk about self-service, generational gaps, customer support, phone service, app usage, and many more! Get ready, this is a feel good episode!
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 Dan Miller, Founder of Opus Research, to share his recent telco story. We'll talk about self-service, onboarding, migration, customer support, and silos. Get ready, this one may elevate your blood pressure!
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 Christina McAllister, CX Analyst at Forrester, to share her own devastating story. We'll talk about ticketing, bad practices when it comes to closing tickets, sending surveys, monitoring customer satisfaction and merging conversations. Get ready, that's a painful story!
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 Dave Michels, from TalkingPointz (https://talkingpointz.com/), CX expert and frequent traveler to share his story about automation going wrong. We wll talk about automation and Dave will share his view of what Generative AI will bring (or not!) to the customer experience.
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 talk about setting the right expectations and delivering on those expectation, we talk about proactive communication and taking responsibility and we talk about satisfying customers with Michael Brandt, from CX Excellence (https://www.cx-excellence.com).
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 talk about deliveries going wrong. When a company claims to be customer obsessed, it sets some expectations. And when this company, here Amazon, doesn't follow-through... it creates frustrations! This month, we invite Justin Tippett, CEO of the Australian Customer Experience Professionals Association (ACXPA) to share his story and wisdom.
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