I ran across an article today that referenced how executives in the know should be fixing what is broken with regards to customer service in their individual organizations. Phooie! That will never happen in the current corporate climate. Today's corporation is about pure, unadulterated profits - nothing else and customer service is a cost center that needs to be constantly trimmed, cut and minimized. Not polished and refined to create a better, easier, more fluid customer experience. There are some exceptions but these are few.
The mantra among corporate execs is, "make more money" and let the customer "adapt" to the kind of service we give them!