Our most harrowing #CXTherapy episode to date! Julien Rio, CCXP 🚀 falls at the airport, saves the baby he's holding, but breaks his ankle in 3 places! How does the #Airport respond, what about the #Airlines? Not a great #CustomerExperience in the end. #CX youtube.com/watch?v=r7gXUa…

Is it too much to ask for a decent haircut? On the latest CX Therapy I vent to Julien Marketing about how hard it is to get my haircut right! Thank God for the CX Therapy Couch!!! #CX #CustomerExperience #NoMohawk #CustomerService buff.ly/3IL6TAa

Poor Jess James, her seller thought a bed and a treadmill the same... I'll work on the rest of the limerick, but this was a bad #CX - just the sort of stuff Julien Rio, CCXP 🚀 and I love to hate at CX Therapy julienrio.com/landing/CX-The… #customerexperience #customerservice

Metz / Paris dans un train sans aération, SNCF Voyageurs, à nous de vous faire préférer le sauna. #experienceclient #train #SNCF Groupe SNCF SNCF Connect CX Therapy

Who said a car accident couldn't turn into a positive experience?! Kudos to Caliber for making it to Julien Rio, CCXP 🚀 and Max Ball #CXTherapy's Hall of Fame! À great #CX story of proactivity and transparency. youtu.be/Sb5TORXMh8U

We've all feared that our luggage gets taken by a total stranger from the airport belt. That's what Julien Rio, CCXP 🚀 and Max Ball share on the #CXTherapy couch today! youtu.be/BwL-7Yg5oq8 #CX #customerexperience #airport #luggage #returns

There are two teams out there: those who live by Apple products, and those who are Android aficionado. When someone like Max Ball lives in between these worlds, it becomes difficult to reconcile the two visions. lnkd.in/ekQynhUn #CX #CustomerExperience #customer

As today's products are expected to be intuitive, it can be unsettling to encounter a more complex item. Julien Rio, CCXP 🚀 tells his story to Max Ball before they could dissect it and offer some advice. youtu.be/oM0CbtUHUWE #CXTherapy #CX #customerexperience #UX #productdesign

Designing an hotel room, like designing any product, requires a good understanding of the end-user's needs and expectations. Hop in the shower with Max Ball and Julien Rio, CCXP 🚀 for another episode of the #CXTherapy. youtu.be/loDOwTcvGdo #CX #customerexperience #hotel #product

When two people call customer service at the same time, with an identical problem, what happens? In today's story, Max Ball shares a story that shows that luck plays a big part into your experience. youtu.be/vluLtfN4duA #CX #CXTherapy #customerexperience #customerservice

How can one person get a different answer than another on the same call at the same time on the same issue - Rodney Hassard and Sandra Judd experienced that first hand. A/B testing in production - not great. #CX #customerexperience

In today's story, Julien Rio, CCXP 🚀 & Max Ball discuss the issues coming from third party delivery, the lack of empathy, and the lack of customer support. Hop on the #CXTherapy couch with us! youtu.be/w4n20f6F2dc #CX #customerexperience #delivery #support

All I can say is "delivery, ugh..."

With airlines, car repair stores or IT, it's hard to predict how long it takes to fix a problem - you don't know what you don't know. But shouldn't there be a plan B? That is what Max Ball and Julien Rio, CCXP 🚀 discuss today. youtu.be/RJAVVF6HBlI #CX #customerexperience #airlines

Today, Max Ball and Julien Rio, CCXP 🚀 discuss the various payment terms you get from hotels, the impact it has on the overall experience, and the reasoning behind the strategy. Hop with us on the #CXTherapy couch! youtu.be/X7CkiiYYFFs #CX #customerexperience #payments #hotel

You know that nerve wrecking situation when a problem that appears to be fixed keeps coming back? Today, on the #CXTherapy couch, Max Ball shares his IT story while @marketing_JR helps him out. youtu.be/85V_yIWL_Mc #CX #customerexperience #IT #computer

What if a hotel not-only wrongfully charged you for items you didn't use, but also marked-up these items 10x their real value? That's what happened to Max Ball in today's episode of the #CXTherapy. youtube.com/watch?v=g6sRNS… #CX #customerexperience #hotel #hospitality #vegas‍

Even though Julien Rio, CCXP 🚀's problem wasn't solved, it definitely created a sense of trust. Let's consider the entire product's life cycle. youtube.com/watch?v=OZl1UV… #CX #customerexperience #productlifecycle #customerjourney #CXTherapy‍‍‍‍‍ Max Ball

The #CXTherapy is now available on Spotify! anchor.fm/julien-rio

[Video] How emotional memory affects customer's decisions. 🧠 youtube.com/shorts/_t5AKpU… via Julien Rio, CCXP 🚀 #CustomerServiceCulture