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
