Alexandra Feldberg and Tami Kim, assistant professors at Harvard Business School and the University of Virginia Darden School of Business, respectively, say companies are overlooking an important place to root out bias: on the front lines with customers. Given all of the data that many companies collect today, I think ways to identify a problem are really to make sure, like Tami was saying, that there’s an ongoing conversation with a diverse set of customers that is happening to really understand the customer experience, and especially the service they’re receiving.