Just viewed this US ad and, to me, it entirely encapsulates CX and the Swire management style using the IT department as an example.
Anyone who's been here for a while knows what a shamble the IT department is. In 25 years they've hired/fired probably 5 different companies and who knows how many Swire(some non Swire) directors/managers have come and gone? You must ask why? It's because the managers, directors, companies have all gone begging to the spreadsheet types for 25 years begging for money and been turned down because their "business case" is simply an elusive IT dream saying "we have to modernize" or fall behind.
The Swire bonus oriented spreadsheet types of the past have now come back to haunt those of the present.. 700 IT bots now occupy the buildings trying desperately to drag ancient software into the 21st century; this, now, costing zillions of dollars. (think failed 10 yr EFB program by GMLO as well)..
The ad's first 19 seconds reflects the current state, the remainder reflects (true) one of the IT companies they fired in the past..
https://www.youtube.com/watch?v=LuZ5Wmv3Q_4