Is Bad Customer Service a Feature, Not a Bug?

Most contact center leaders are working hard to fix a system that may be designed to resist fixing. In this interactive town hall, author and CX expert Amas Tenumah will lead a candid conversation with practitioners about the gap between what companies say about service and what they actually incentivize. Come ready to challenge assumptions and be challenged.

Meet Your Member Facilitator:

 Amas Tenumah is an author, keynote speaker, and customer experience expert with 25+ years inside the industry. He is the author of HOLD: The Suffering Economy of Customer Service and has been featured on NPR, The Atlantic, NBC News, and Fortune. His work examines why broken service experiences are rarely accidents — and what it would actually take to change them.