The Hidden Cost of the "Perfect" Journey (and how to avoid it) / Kendra Shimmell / Ep. #244
Sorry, but I have to say it...
We are optimizing our way to boredom.
Measure everything, test every variation, and optimize the customer journey until it’s "perfect".
That seems to be the mantra of modern business today.
But in this first episode of 2026, our guest Kendra Shimmell throws a big wrench in this machinery.
Kendra argues that while things like A/B testing validate what works right now, they often come at a steep cost.
Because if we rely solely on reacting to quantitative data to make small, incremental improvements, we eventually, you guessed it, optimize our way to mediocrity…
The skinny
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