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 Merijn te Booij, ex-CMO @ Genesys and now olive farmer to share his most scarring story. We will talk international banking, stupid processes, lack of empathy and pain.

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 Judy Weader, CX Industry Analyst working at Forrester to share her story going from the US to Australia and back. We'll discuss how airlines handle unexpected situations, last minute changes, proactive communication and reimbursments. Hold tight, there will be turbulences!

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.