Cheap shot.<p>I could describe countless communications where the supposed tech-warrior-wizard didn&#x27;t record accurate notes, didn&#x27;t listen properly, didn&#x27;t respond and ... later, this all conspired to ensure that they didn&#x27;t know what the hell they were talking about.<p>And don&#x27;t get me on the customer services staff ... I name no names ... (VODAFONE have completely dropped the customer services ball. It&#x27;s a disservice).<p>I actually disagree with the article (from my experience). It&#x27;s not the communication platforms that are to blame, it&#x27;s the rigidity of processes and the imprisoning of staff within those processes that are to blame.<p>I feel sorry for staff and despise the people who design such customer service architecture (at least any I have encountered).