CX Therapy - Episode 173 - When you don't get what you paid for - Judy Weader
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CX Therapy - Episode 173 - When you don't get what you paid for - Judy Weader
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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 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!