“It’s good to talk“, said Bob Hoskins in the British Telecom (BT) campaign of the mid 1990s.

Here we had the largest telco in the UK encouraging folks to talk more to each other. Great advice, as things do tend to happen when people have conversations. Shame they couldn’t apply some of this thinking in their own back yard instead of throwing dollars at “solutions” that prevented conversations. A decade on and we’ve been paid back with Interactive Voice Response (IVR) and Auto Attendant technology, technological gatekeepers to the  conversation. I haven’t witnessed such a relentless investment in technology, in spite of consumer needs, since the amphibious car.

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