Brett Rogers Is So Right

...in his comment to my post today.  Brett says (RE: the awful automated calls we get from companies thinking they've enhanced their customer service by providing people-less communications to us), "The great thing about machines and computers is that they ought to be freeing us up to do the more human tasks, not aiming to replace those human tasks."

My sentiments exactly.  Why is this not obvious to the people who make such insane strategic decisions when they're sitting around in their "let's really wow them with customer service" meeting?  Is it that they themselves don't receive such calls... at home or the office?  Do their automated calls get received by others in their family (who probably hang up, as most of the rest of us do) and the experience just doesn't get mentioned, so they're unaware of the impact (or lack of it) such a call makes on a customer?

Maybe I should sent a note to the folks at Travelers and Cablevision with a copy of today's blog... but, of course, the question is to whom do I send it?