![The Curated Experience show](https://d3dthqtvwic6y7.cloudfront.net/podcast-covers/000/088/434/small/curated-experience.png)
Summary: Bob Furniss is a 40 Year veteran of the space Customer Service Agent and Supervisor are the toughest jobs in the space Human emotion has a formula that is changing in real time As you improve Self Service the CS job gets harderĀ Level 1 customer Service is going out of business Best Practices/Benchmarking should be you comparing customer's latest expectations with your level of service Focus on getting a little better every day Employees over Customers