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.

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 painful travel story: a vacation rental booked for a busy London weekend gets cancelled less than a week before check-in, leaving him to navigate a vague bot response, no real escalation path, and a very unhelpful set of replacement options. We dig into what went wrong, why the lack of explanation made it worse, and what companies should do when they need to cancel on a customer.