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After visiting the UK recently, I conclude this: if there’s one thing this kingdom is united in these days, it’s delivering poor customer experience. Yes, CX@UK really sucks, and for a simple reason. The humans have been removed from it. Wherever you look, the machine is displacing the person. Staffed tills are mostly gone, replaced […]

A respected friend told me how, even late in life, he invests in learning programmes to teach him new things and help him keep up with an ever-changing world. Why does he bother? He is a Senior Counsel, with a long list of achievements behind him. He gave me the reason: he doesn’t want to […]