Company instates new B2B project management and communication software that clients despise, boss insists that it be used anyway, causing problems with key client who gets the CEO involved: 'The client called [the CEO] directly'

Just because something is new and shiny doesn't always make it better.

Just think of all of the "AI-powered" products we're getting that demand higher subscription costs for—what exactly? We have smart appliances that are "AI-powered," yet they can't seem to run without a subscription or a connection to a server somewhere.

Look at what happened last week, with the AWS outage that left those with smart beds and even smart water filters unable to use their products. What are these products doing with a server connection? Who knows, but I'd bet you a lot of money that it has something to do with collecting and selling your data.

This concept of "new isn't better" came into full effect in this workplace when the management rolled out a brand new project management software and insisted that all communication flow through the software's built-in communication systems. You can probably see where this is going: clients who are used to being able to pick up the phone and call someone don't like being told that they have to log a ticket and wait for a response. And nothing will send a client over the edge like being told to wait when they've already been waiting to resolve an issue. It's like all these "AI assistants" that companies have started using for customer help lines that lead you in endless circles until you finally resort to repeatedly demanding that it connect you to an actual service agent. 

Usually, these types of decisions get rolled back when the customers and clients themselves begin to complain and when there's actual money on the line in the threat of cancelled contracts, but when the service agent's boss doubled down, the client forced the CEO to get involved by calling them directly.