CX Therapy

with CX Veteran Max Ball
and CCXP Julien Rio

Hop on the therapy couch and
Let's Talk Customer Experience!

CX Therapy on Youtube CX Therapy on Spotify

Let's Talk Customer Experience

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.





CX Therapy

Find the CX Therapy on LinkedIn or Twitter and never miss a new episode!

Julien Rio

Julien Rio is a Certified Customer Experience Professional with a passion for CX and an expertise in marketing.

Max Ball

Max Ball is a strategic thinker who likes rolling up his sleeves and getting things done, a dynamic presenter, and passionate evangelist.


Hall of Fame

Best Customer Experiences

Episode 65

Lucky I'm in love, with my telco

Julien jumps on the CX Therapy couch and talks about his experience with Bouygues Telecom's customer service.

Episode 67

The power of empathy

Another great story built on empathy and customer care by the international automative brand Midas.

Episode 130

When a Car Accident Turns into a Positive Experience

A good example of proactive communication and customer empathy.


(Very Important Patients)


Over time we have had quite a few famous patients on the CX Therapy Couch! Customer Experience professionals, analysts, consultants, tech experts, CX trainers, they all endured terrible experiences and felt like hoping on our couch to share their story and help us analyze it. Those Very Important Patients have a lot to share! Meet some of our guest stars:

Daniel Ord
Daniel Ord
Paolo Fabrizio
Paolo Fabrizio
Jim Tincher
Jim Tincher
Gerry Brown
Gerry Brown
Patrick Watson
Patrick Watson
Darryl Kelly
Darryl Kelly
Stacy Sherman
Stacy Sherman

Customer Experience Unearthed

A Deep Dive into Real-Life Stories

Have you ever paused to consider the Customer Experience from the consumer's viewpoint?

It's easy to forget, while ensconced in professional roles, that we are also everyday customers navigating an array of experiences—both delightful and disheartening.
This book invites you on a revelatory journey, seeing the world through the eyes of genuine customers. Eschewing complex journey mapping, we zero in on the authentic human experience.

Featuring 40 powerful stories from the CX Therapy series, this guide uncovers frequent hiccups in customer journeys and arms you with practical solutions. An essential read for anyone committed to elevating simple transactions into memorable experiences.