In this episode of Process Debt, Toby and Chris discuss the frustrations with automated customer service systems, sharing personal experiences with local credit unions and the broader implications for businesses. They explore how misaligned technology can disrupt customer relationships, value-add processes, and the importance of human connection in service industries. They also touch on generative AI, small vs. large businesses, and how effective processes align with business strategies. Tune in to hear insights on maintaining connections amidst advancing technology and changing business models.

00:00 Introduction and Milestone Celebration

00:15 Listener Shoutouts and Tracking

00:51 Frustrations with Customer Service

03:15 Technology vs. Human Connection

06:25 Rube Goldberg Machines in Business

07:44 Expense Reports and Corporate Policies

11:02 The Importance of Customer Feedback

15:10 Concluding Thoughts and Next Week's Teaser