People like shiny new things.
The same cannot always be said about pesky new software updates and releases to the platforms and apps that have become fixtures in both our personal and professional lives.
Good-natured developers and designers may have the best of intentions, arguing that their changes take us to a new, higher state of being where everything and everyone is better.
The problem is that these changes are often unpopular, sometimes to comedic levels – except that for the customer, it is no laughing matter.
In the age of disruption, Ryanair may best encapsulate the contrarian, rule-breaking streak sometimes required to conquer an antiquated industry. Just before the turn of the millennium, Ryanair was a tiny, impoverished Irish airline competing with the national carrier, Aer Lingus. As recently as 2017, it was the most profitable airline in Europe, 
Retail is transforming at an increasing rate, and more than ever. Advances in Artificial Intelligence (AI) are changing interactions between customers and brands and are allowing many of these processes to become automated. However, despite these rapid changes, many customers still prefer interacting with an actual person, whether it’s in store with a floor representative, or on the phone with a call center agent.
