Herman shares a frustrating experience with a major South African bank's customer support maze, sparking a broader discussion about what separates good customer service from bad. The hosts explore how company size, technical debt, and leadership priorities shape support experiences, and share their own approaches to handling customer issues in their products.


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Some of the topics discussed in this episode of the Idea Roastery:

  • Customer support design
  • Banking and fintech
  • Building trust with users

Thanks for listening, we're available on the following platforms:

For more from us:

Herman: https://herman.bearblog.dev

Jason: https://www.jforte.me

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