Delivered to Nobody

Three weeks later, People Services moved the content specialist who wrote the renewal letters into Renewal. The move had begun the month before, when Elliot showed the communications lead a renewal letter inviting a customer to accept an offer Policy had already replaced. The specialist's template decided which offer was current. So did Elliot's rule, and they disagreed.

“Which one am I meant to read to her?” Nadia asked, with a customer holding. “She has your letter in her hand.”

None of them could say…