Your CFO isn't sabotaging your customer service.
He's optimizing it — for the wrong outcome
And he has 30 years of data telling him he's right.
This is the insight every customer service consultant is afraid to say.
25 years inside the machine. 4 books. One thesis.
THE CONFESSION
I started as a service worker. Became a service executive. Then a consultant hired by the companies I used to criticize.
I built the phone systems designed to keep you from talking to a human. I know what the brief said. It wasn't "help the customer." It was "reduce handle time."
I've spent 25 years watching this industry lie to itself. Four books. Hundreds of stages. Dozens of countries. And one conclusion that hasn't changed:
Bad customer service is not an accident. It's a business model.
My name is Amas Tenumah. I'm the person you call when you're ready to stop pretending.
The Keynote
Designed to Fail: The True Economics of Customer Service
A high-impact program for leaders who are tired of cosmetic fixes. Truth, story, and next-week actions your audience can use.
Testimonials
“We could not have had a successful launch for our patients and our employees without Amas. Saved us six figures.”
Prospero Health
“They give us insights no one else has. We now understand how our customers think and feel — and more importantly, we can go execute.”
The Honest Company
“Amas’ presentation really changed our trajectory. Our ROI was 10X.”
CEO, BoldRamp