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