“The world has moved toward self-service,” he said, and that puts the emphasis on technology, and on information over advice.
Sometimes, he said, “there’s literally no one to talk to.”
This just sums up the whole issue and puts in proper perspective. With all the outsourcing the 'information' may be available in abundance. But the receiver of the information should know how to use it and what to derive from it. If that could be achieved, outsourcing will be useful.