Monday Morning Moan - Metro Bank’s AI-enabled trashing of its customer service reputation is a timely reminder of the need for human intelligence

After 36 years in this game, I’ve written a few things that I look back on and regret given how events have turned out since I hit the publish button. One of them is a 2015 article entitled Metro - building a bank on decent CRM (for once), in which I told diginomica readers of my good experiences with the bank.

If anyone signed up to Metro on the back of that, I can only apologise. I'm very sorry to have mis-led you.

But back then, Metro had a compelling pitch:

We’ve built a different kind of high street bank. A bank with stores that are open when it suits you, seven days a week. A bank where you can walk in without an appointment and walk out with a working account, debit card and all. A bank that tells you exactly what you’re getting, in language ...