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I swear to god, heavy computerization has been a net-negative in 90% of business cases, and it’s only because it’s been extremely beneficial in the other 10% th

• jaybrendansmith 3y ago
  It's a bold statement but I think it would be highly worthy of analysis. For example, while I like that I can search easily for better flights, it seems like the airlines have gamified the entire process, and it feels like just calling a travel agent was much easier way back when, and did not cost more. But is that true? Same goes for customer support ... how maddening is email support and offshore support. Isn't chat support much worse than just calling a human? Has all of this automation really made things holistically better? Is it easier now to be a human than it was in 1980? Or is it actually much worse ... are we living in a technology dystopia?
  • imglorp 3y ago
    Right, it's not the computerization, it's the gamification, or to put a name on it - cost accounting. In both the pharmacy and travel examples, the computer workflow was a huge win for everyone until the investors demanded growth every quarter, forever. As soon as society imparts that requirement, the customer becomes the enemy, to be out maneuvered and anything spent on them minimized "at all costs."
    • jaybrendansmith 3y ago
      "The customer becomes the enemy". Perfect...that's how I feel more and more often these days.