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CX FilesAuthor: Mark Hillary and Peter Ryan
CX Files features your hosts, CX industry analysts Mark Hillary and Peter Ryan, speaking each week to leading analysts, thinkers, and practitioners focused on managing the Customer Experience (CX). In each episode Mark and Peter talk to their guests about the future of CX, the important trends, and what customers really expect from brands today. Language: en Genres: Business, Management Contact email: Get it Feed URL: Get it iTunes ID: Get it |
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Steve Sullivan - Channel Doctors - How Do We Manage Customer Rage?
Episode 410
Thursday, 2 April, 2026
Steve Sullivan is the founder of Channel Doctors. He is based in Bournemouth in the UK. Channel Doctors is a specialist advisory company focused on CX, contact centers, and especially issues such as data protection and GDPR. Peter Ryan called Steve after seeing a LinkedIn post on managing customer rage. Are customers more angry today and how are companies dealing with it? How can it be managed in the contact center and how is it managed for customer service advisers who need to interact directly with customers - for example in retail? Is the increased rage linked to social media and what can companies do to serve customers more effectively when they are more and more angry? https://www.linkedin.com/in/steve-sullivan-3275391/ https://channeldoctors.co.uk/cx/ Summary: Mark Hillary and Peter Ryan discuss the growing phenomenon of customer rage, particularly post-pandemic, with Steve Sullivan from Channel Doctors. They highlight the impact of social media on customer behavior, the rise of anonymous abuse, and the need for better training and support for customer service agents. Sullivan notes that customer frustration has increased due to self-service failures and cultural disconnects. He emphasizes the importance of organizations addressing these issues to prevent attrition and improve customer experience. They also discuss the potential negative effects of AI-driven automation on customer interactions and the need for personalized AI assistants to mitigate customer rage.
