When Customer Experience Goes Wrong: AI Promises, Survey Fatigue, and Subscription Traps

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July 2, 2025 • 26 mins

AI gone rogue, broken feedback loops, and cancellation nightmares—this episode of Marginally Better exposes how even well-intentioned CX efforts can backfire. Joe Taylor, Jr. unpacks why 64% of customers want AI out of customer service, how survey fatigue is killing Net Promoter Scores, and why the subscription economy may finally be forced to clean up its act. From chatbot fails to $881 million algorithm mistakes, this episode explores what happens when technology outpaces empathy—and what brands must do to regain trust.

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.css-15opob5{left:0;position:absolute;top:0.8rem;} All Episodes

.css-14f5ked{margin:0;word-break:break-word;display:-webkit-box;-webkit-box-orient:vertical;box-orient:vertical;-webkit-line-clamp:2;overflow:hidden;}When Customer Experience Goes Wrong: AI Promises, Survey Fatigue, and Subscription Traps