I think this is the strongest quote in the article
> The main issue was that businesses invented solutions in search of problems that people never had, rather than finding ways to improve customers’ experiences.
There's always room for finding solutions to problems people didn't _know_ that they had. This is just inventing or misinterpreting problems to try and get rid of employees.
> Touchscreen kiosks, self-checkout machines and QR-code menus were only here to help.
They are there to help the businesses, not the customers.
I think this is the strongest quote in the article
> The main issue was that businesses invented solutions in search of problems that people never had, rather than finding ways to improve customers’ experiences.
There's always room for finding solutions to problems people didn't _know_ that they had. This is just inventing or misinterpreting problems to try and get rid of employees.