Imperative 5: Uncover the Hidden Causes and Unintended Consequences of Customers Wanting Things to Be Easy

  • Colin Shaw
  • Ryan Hamilton


Since 2002, virtually every client we work with wants to make their Customer Experience easy. Why? What caused the difficult experiences with which most of these organizations are saddled? In our experience, it is a combination of the following: actions and unintended consequences.


Unintended Consequence Cognitive Resource Call Center Good Rule Customer Experience 
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Copyright information

© The Author(s) 2016

Authors and Affiliations

  • Colin Shaw
    • 1
  • Ryan Hamilton
    • 2
  1. 1.Beyond PhilosophyOrlandoUSA
  2. 2.Emory University’s Goizueta Business SchoolAtlantaUSA

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