John Doll, from the Enterprise Design team at Edward Jones, had a very rough day recently. His rental car was broken into. What ensued was one of the highest drama CX stories we’ve heard in a while. Grab a hot cup of tea and listen to this dishy story of processes failed, jobs not done, and opportunities missed. Yes, this is a story of customer disservice, but it’s also one of employee disservice, and most importantly, it’s one we can all learn from.