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

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. 

Episode Links 

• AI Must Solve Real User Problems 
• Contact Center AI is triggering customers 
• AI in the Workplace 
• Effect of Declining Response Rates 
• Click-to-cancel rule 
• Predatory Subscriptions 
• Dark Pattern Examples 

Additional Resources 

• Zendesk - CX Trends 2025 Report 
• Vistio - AI in Customer Service: Risks & Challenges     
• FullStory - How AI is Transforming Customer Experience      
• Microsoft - How Real-World Businesses Are Transforming with AI     
• Quidget - Top AI Chatbot Fails and How to Prevent Them    
• Hotjar - What is Net Promoter Score (NPS) 
• Qualtrics - Net Promoter Score (NPS): The Ultimate Guide      
• Wikipedia - Net Promoter Score  
• Malewicz Method - Welcome to the Era of "MEH"    
• Customer Thermometer - 125 Survey Fatigue Statistics    
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