Tag: corporate bureaucracy
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A US BANK WHICH FORGOT ITS CUSTOMER
A bank is only as good as the people who answer the phone. After nearly half a century of loyalty, I discovered how quickly personal service can disappear behind automated systems, unanswered messages, and institutional indifference. This is the story of how one routine transaction became a lesson in the changing nature of modern banking.
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HOW BIG BLUE ROPED ME BACK INTO THE CIA SADDLE
Just when I thought I had finally retired from analyzing the computer industry, IBM had other ideas. A Wall Street Journal headline about the biggest one-day decline in Big Blue’s history unexpectedly roped me back into the CIA saddle—not the one in Langley, but the one I first envisioned at a computer industry show in…
Truth in Media 