CBC MarketplaceMarch 2026
The System Is Designed to Frustrate You
Named expert in Canada's Rogers, Bell, and Telus investigation — on camera, why systems outlast your patience, not your problem. Bell denied it. The evidence disagreed.
View→Keynotes, media, and programs that expose how customer service is designed — and what leaders must do next.
CBC MarketplaceMarch 2026
Named expert in Canada's Rogers, Bell, and Telus investigation — on camera, why systems outlast your patience, not your problem. Bell denied it. The evidence disagreed.
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The Atlantic2025
Reported piece on friction companies build into every interaction — the inside account of why it isn't accidental, and who benefits when you give up.
“Ostensibly the goal of customer service is to serve customers. Often enough, its true purpose is to defeat them.” — The Atlantic
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FortuneFebruary 2024
Fortune on why 61% of consumers leave service unsatisfied — and why that outcome may be exactly what the system is built to produce.
View→OPB (Oregon Public Broadcasting)August 2024
Public radio on bots and subscription traps — why the frustration isn't a flaw in the system. It is the system.
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NPR2023
Why satisfaction scores keep falling despite record spend on service tech — and what companies are actually optimizing for instead.
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NBC News2023
Evening news on automation in service — the case that AI is being deployed to deflect customers, not help them.
View→Fox DC2023
From the world's first customer complaint on a clay tablet to today — the problem isn't new; the scale is.
View→Stills from the road.