Transcription
McDonald's, I believe, in the UK is starting to actually, uh, open outlets which are screen only. In other words, there is no option of going to a human being and actually saying, "I'd like a Big Mac and fries."
Or, as you might sometimes do, which a machine can't do, "What have you got that's ready right now 'cause I'm in a hurry?" Right. Okay. I'm not that bothered about actually what I eat. I'm bothered about how quickly I can eat it. Uh, okay. I'll have those two now.
Now suddenly what you have is that the cost savings of the new interface are visible and quantifiable and immediately measurable. The opportunity cost is invisible because you can't measure the things that people aren't doing or buying because you're no longer making it possible for them to do.