I have to agree with Amy here. One only has to look at the banking industry. ATMs were going to kill the teller. Internet banking was going to kill the brick and mortar banks and tellers with them. As Amy pointed out this is still a personal business. The elderly among us, even those who are veteran technology users, still want some level of personal relationship. Gawd help us if we became a society remotely representative of that in WALL-E (short for Waste Allocation Load Lifter Earth-class, is the last robot left on Earth). Generally speaking, people families, civilizations either diminish greatly or perish due to prolonged isolation. The premise behind digital transformation is to increase touch, not isolate. Being touched by a machine only turns into no touch. For example: How many of you have grown so accustomed to interstitial ads that perfectly hit the bullseye of your interests and yet you ignore them? Your digital filter tunes them out for the most part. The sheer volume of social that people are subscribed to makes it impossible for it to be highly effective. Curated, custom content with a human aspect behind it is required. People want to feel important to those servicing them, not like cattle in a round up. Humans tend to find a tool and try to make it for all scenarios. It they try to use it to cheap out. The construction industry is all too famous for this. New tools come out every day. They could be used to produce a better product. Instead they use it to cut corners and get it out the door faster. We need to think like Jobs - its all about the value to the user. And that is why Apple won on so many fronts.