Propublica was the first ever publication to win a Pulitzer prize for a piece that was never printed. Its reputation for investigative journalism has grown since – with five Pulitzer prizes in the past decade. I came across a recent article on Arise solutions that illustrates why they have such an outstanding track record.
The entire article is worth a read. So, I hope you take the 7-10 mins to read it. It describes the pain the customer service agents we speak to go through on a daily basis.
Power, privilege, misplaced incentives, a legal system that favors the powerful, missing ethics – the article has plenty for us to reflect on.
Thank you, ProPublica team, for your outstanding work.