Data everywhere but customer service is missing

A few months back I posted information on an interesting article from Simon Caulkin in the UK's Observer newspaper.

Simon's latest piece on customer service highlights the wonderful irony that while today's companies have more information on their customers than ever before, service standards are slipping as most organisations have little understanding of what to do with it and how to make sensible use of it.

Dial 1 ... to take your custom elsewhere