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.
Following widespread industry deregulation, the energy and utilities sector has become increasingly competitive. With more and more choices available to customers, providing quality customer service is more critical than ever. Customer loyalty is no longer guaranteed, with negative experiences driving ratepayers to the competition: 43% of utility customers who have a negative experience are still members after a year, compared to 74% of those who’ve had a positive experience. It’s a perfect storm of high consumer expectations, a host of new challenger brands, and online price comparison sites.
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, 
