CX Therapy - Episode 188 - When AI kills trust at the auto shop
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CX Therapy - Episode 188 - When AI kills trust at the auto shop
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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, Max Ball shares a frustrating story about a beloved local auto shop that changed hands, embraced AI in the worst possible way, and quickly lost the trust it had spent years building. From aggressive upselling to disconnected follow-up emails and a service experience that felt more predatory than helpful, this episode is a sharp reminder that automation should support expertise, not replace it.