Diane, I'm trying to put my finger on what you feel has has actually changed about the customer and, you know, sort of server interaction.

Well, I think one thing that's changed is a kind of broad feeling that we are in a kind of post-accountability moment.

And getting satisfaction, as we've already been saying, feels incredibly elusive.

But also this shift toward customers having to hustle and work and grind.

to try to seek redress has become really normative.

And one of the things that I think is quite different, let's say in the 2020s, if we were to cycle back 30, 40, 50 years is, you know, the emergence of, you know, chatbot misery spirals or four hour hold times and things like this.

So I think that in-person customer service has its own kind of exigencies.

Can you talk about the commoditization of customer service in this way and why so many people are willing to be to pay to be treated better

Diane, I'm trying to put my finger on what you feel has has actually changed about the customer and, you know, sort of server interaction.

Well, I think one thing that's changed is a kind of broad feeling that we are in a kind of post-accountability moment.

And getting satisfaction, as we've already been saying, feels incredibly elusive.

But also this shift toward customers having to hustle and work and grind.

to try to seek redress has become really normative.

And one of the things that I think is quite different, let's say in the 2020s, if we were to cycle back 30, 40, 50 years is, you know, the emergence of, you know, chatbot misery spirals or four hour hold times and things like this.

So I think that in-person customer service has its own kind of exigencies.

Can you talk about the commoditization of customer service in this way and why so many people are willing to be to pay to be treated better