Chris Collin

Chris Collin, a journalist known for his work in The Atlantic, shares eye-opening insights into customer service challenges. He reveals how intentional design creates 'sludge'—friction meant to keep consumers from their entitlements. From frustrating experiences with Ford's customer service to the metrics that shape call center interactions, Collin explains the tactics that deter customers. He also discusses the consequences of sludge in public programs and warns about AI amplifying these issues, urging organizations to conduct sludge audits for improvement.