“Top customer care executives understand the significance of expanding their oversight from ‘delivering high quality service interactions’ to include ‘why customers reach out for help in the first place’ – the reality is a high percentage of customers don’t want to be contacting companies, and these leaders are well equipped to lead the charge. Whether looking to start this journey or already well down the path, The Frictionless Org lays out a clear and actionable success recipe that any customer care leader at any level should read. If I taught a masters class on customer care, this book would be on the syllabus!”