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Allow me to detail several examples to illustrate how the ‘service boot’ is now firmly on the other foot – in other words how the customer suffers when the
service provider no longer cares whether you stay or leave.
These examples are not IT related – far from it,
It may seem strange to describe our immediate post-Covid world as ‘an age of plenty’, but for many customers this is the reality they are dealing with. And it is true across all sorts of platforms and customer encounters from the most pedestrian to the most complex and involved.