The ORMS Today article, Technology Modernization Gone Wrong: The Cost of Ignoring Customer Experience, highlighted the story of a yoga studio that replaced beloved instructors with video screens and lost over 95% of their loyal customers.
It’s a powerful reminder that modernization should enhance customer experience, not erase what makes it special.
This isn’t just a yoga story, it’s a business story. We’ve all seen organizations invest in shiny new tech, only to disrupt the very experiences that made them successful.
Where have you seen a modernization effort go wrong… or right?
What do you think companies should prioritize when upgrading systems, processes, or spaces?
Let’s talk about how to balance innovation with the human touch.
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Garrett Johnston
Membership Engagement Coordinator
gjohnston@informs.org------------------------------