The same technologies that contact centers have now embraced to better understand the customer journey can also be used to determine which customers are the most valuable, as well as those they’d rather do without. Ineptitude isn’t the only reason customers are driven away by bad service, and we explore how bad service can also be by design. Jon and Chris raise some darker realities of how customer service is evolving, and how transformative technologies like AI can be a double-edged sword, depending on how well business priorities are aligned with trying to be customer-centric.