The Customer Experience and Human Memory 27
Apologizing to Jimmy Kimmel for a Tsunami 29
Getting the Input You Need to Build Anticipatory Systems 35
Digital Distraction Is Death: You Can’t Anticipate When You’re Oblivious 73
Beating Little Kids at Chess 97
The Spitting Image of a Great Employee 99
Self-Service: From Sketchy Backwater to the Mainstream of Customer Service 113
This Book Won’t Help You … If the Stupid-Stuff Calls You Get Are Intentional 131
I’m from the Government—And I’m Here to Save Your Life 135
SLAPP-Happy: How Not to Respond to a Social Media Twanker 152