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 shares a very personal travel disaster: his wife gets locked out of the car with her phone, keys, and bag still inside, while he is in the UK. What could have become a nightmare is surprisingly resolved through a digital insurance workflow that handles the problem quickly, clearly, and without unnecessary friction. It’s a great example of how the right automation, when designed well, can turn a crisis into a memorable 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, Max Ball shares a frustrating story about a beloved local auto shop that changed hands, embraced AI in the worst possible way, and quickly lost the trust it had spent years building. From aggressive upselling to disconnected follow-up emails and a service experience that felt more predatory than helpful, this episode is a sharp reminder that automation should support expertise, not replace it.

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 a painfully relatable food delivery nightmare: an order that starts with a 20-minute promise, turns into an hour of waiting, and ends with a cancellation and refund after the hunger has already won. We unpack what went wrong, why “too busy” is not a customer experience strategy, and how brands can lose loyalty in a single bad moment.