As the old adage goes, to never meet your heroes, so it transpires as ESPN sit astride their proverbial horse and ride into the British sporting sunset. They arrived as great American conquerors who would finally give Rupert Murdoch's monopoly a bloody nose and more. As it is, they have conceded to their great rivals and stepped aside for a younger challenger.
There is about to be a revolution in the customer service industry, but it is creeping up slowly on customers and those who manage the contact centres. Like the frog that can be slowly boiled to death, if those in the customer care industry step back and look at how customers are starting to ask for help they would behave very differently.