CX Therapy - Episode 168 - Chatbot doom & Lack of responsibility - Darryl Kelly
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CX Therapy - Episode 168 - Chatbot doom & Lack of responsibility - Darryl Kelly
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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 the world famous CX Analyst Sheila McGee-Smith to share her recent banking story. We'll talk about self-service, generational gaps, customer support, phone service, app usage, and many more! Get ready, this is a feel good episode!