This article is spot on.  Over the years I've been part of many corporate changes that looked to improve the customer experience, but there was little, if any, thought about how this would impact on the staff who were required to deliver the improved experience.

Having said that, this does seem to be a lot like what is happening in the Underground - but I didn't have the opportunity to disrupt the lives of millions by striking!

To any senior team looking to use digital transformation to improve customer experience: make sure you take into consideration your staff. Work the changes so that it enhances the experience for both sets of people