Article (rightly) argues the need for Emotional Intelligence (EQ) when dealing with customers. Of course, we have always been treated as pieces of meat as there is a rush to strip out of cost. The customer is often ignored or feelings are not taken into account. In a recent survey, the technology that people wanted greatest of all, to communicate was the telephone.
Also making sure that there is no employee left behind.
Companies often fail to address the tough questions about strategy and execution: Are we really clear, as a leadership team, about how we choose to create value in the marketplace?
https://hbr.org/2017/11/8-tough-questions-to-ask-about-your-companys-strategy
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