Social media is moving like a train with no brakes, providing a real time feedback mechanism for a multitude of companies. Consumers, both individual and corporate, now have multiple feedback forums. These forums can be used to tell others that, in an attempt to get to a live customer service representative, it takes seven automated screening prompts. After these prompts, you reach a live person who is likely from a developing country and is taught to respond to customer issues with only pre-prepared scripts.
The Legacy of Combined CIO/COO Roles