"On paper, it looks like a smart decision. Reduce paper, reduce staff, reduce operating costs. But what gets overlooked is the hit to the customer experience."

"On paper, it looks like a smart decision. Reduce paper, reduce staff, reduce operating costs. But what gets overlooked is the hit to the customer experience." As always.... this philosophy is basically killing any customer experiences these days. Hopefully some day profits will take enough of a hit to actually start resulting in more effort in the customer experience.