Usually, we see change as a moment in time. That can be dangerous when it comes to an organization’s cherished sacred cows. But in reality change is often an evolutionary process.
Like most entrepreneurs, my business will be coasting through these weeks with one exception. I’ll be giving Exodus away for free on the Kindle from December 24 through the 28th.
When brands move to adapt automation they would be wise to remember the holy grail, a great customer experience that is seamless. They should treat automation as a means to end, a way to communicate and deliver their very human commitment to their customers.