In 30 years as an independent consultant, I have seen so many industry ups and downs, technologies being introduced or falling out of use, predictions, acronyms, and bleeding-edge solutions. Reflecting on 2023, I saw some disturbing situations that I hope and/or wish will improve in 2024.
WHERE DID CUSTOMER SERVICE GO IN 2023?
Thanks to industry forces from acquisitions and mergers to bottom-line expense reductions, we saw numerous layoffs in the technology industry in 2023. There were many noteworthy acquisitions and mergers which resulted in reductions of force. While these events have been positive for the vendor’s bottom lines, it has been disastrous for their customers and end users.
