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Customer service at a crossroads: Why build ‘faster horses’ when what you need is a car?

Customer service at a crossroads: Why build ‘faster horses’ when what you need is a car?

Henry Ford is often credited with saying, “If I had asked people what they wanted, they would have said faster horses.” This statement remains one of the most powerful warnings against incremental thinking. Optimizing for what already exists rarely delivers t…


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Zdroj: 📰 SiliconANGLE News