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How Expedia Solved a $100 Million Customer Service Nightmare

The dark side of organizational hyperfocus is that you miss expensive problems hiding in plain sight

Dara Khosrowshahi. Photo: Drew Angerer/Getty Images

InIn 2012, Ryan O’Neill, the head of the customer experience group for the travel website Expedia, had been sifting through some data from the company’s call center. One number he uncovered was so…

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