In this episode of Monsters of Design, the Tenacious Trio—Jon Sontag, Adrian Crabtree, and Jon Delman—join forces with Karen Piper, Head of Brand Strategy at Code and Theory, to confront a particularly moody menace: CX, the monster that emerges when Customer Experience goes bad. This isn’t the warm, fuzzy kind—it’s the version dripping in frowny face emojis and weighed down by heavy thumbs downs. It shows up when brands make big, shiny promises but fail to deliver where it counts. Together, they dig into why beautiful content and sleek design aren’t enough—brands must follow through with meaningful, consistent experiences or risk awakening this sulky, trust-breaking beast. And to keep things balanced, they end the episode swapping stories about their current favorite monsters, including aggressive wild turkeys, the cuddly enigma of Totoro, and a few unexpected legends lurking in the shadows.