CX Therapy - Episode 172 - When service offerings just get to complex to grasp - Michael McBrien
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CX Therapy - Episode 172 - When service offerings just get to complex to grasp - Michael McBrien
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About this listen
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.