CX Therapy - Let's talk 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'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.

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 the limitations of self-service, what people are willing to do, the impact of Artificial Intelligence of customer service, the need and risk of automation, the difficulties of compliance and service in the banking industry with Nicolas de Kouchkovsky, CMO, Analyst and Customer Experience professional.

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 dealing with customer service (did you know 18% of Brits and 23% of French people would rather deal with pest infestation than engage with customer service?!), empowering employees, being customer focused, we talk about statistics, best practices, agent training, but most importantly, we have a LOT of fun! On the CX Therapy couch, today, Chief Amazement Officer Shep Hyken!

Discover his show Be Amazing or Go Home (https://hyken.com/beamazingtv/) and his Super Amazing Show with Brittany Hodak (https://www.youtube.com/playlist?list=PLDdEHlmhT0BGBrWBZsZlFkA-HZnouph4p)

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 the importance of product protection plans, waranty, maintenance contracts and the need to record every interaction with a customer. To do that, we've invited Art Schoeller, ex-Forrester Analyst and expert of the CX World!

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 Julien Rio's new book, Customer Experience Unearthed, based on real life stories from the CX Therapy, and how those experiences are structured around the customer journey.

Find the book "The Power of Digital Conversations", by Paolo Fabrizio: https://www.amazon.fr/power-digital-conversations-Paolo-Fabrizio/dp/B0CNJ9W7L7

In today's episode, we talk about Julien Rio's new book, Customer Experience Unearthed, based on real life stories from the CX Therapy, and how those experiences are structured around the customer journey.

More information on the book: https://www.julienrio.com/landing/Customer-Experience-Unearthed.php