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I think in this “all things digital” world we have lost sight of what communication/service actually is.

The vast majority of what I do now (I am outside Australia) is done via WhatsApp/Wechat. That’s for general commuinication. When it gets more complex it goes to email or a call.

But instant messaging has taught us to be lazy/expect immediate action, and quality of communication/service has suffered as a result, I reckon.

If it is true that people do business with those they know, like and trust, then to an extent, online is taking us away from that, especially with things like AI and automation.

Nothing ever beats face to face, whenever possible, to listen to what the customer really needs. But that seems to be something to be avoided at all costs these days.