They care only about making the most money by outsourcing and laying people off. If they truly cared about customers, they would recognize that institutional knowledge is what the original company was built on and is what retains customers. The whole premise of the Westlaw brand, for instance, is that it's products are worked on by people who are attorneys and legal professionals who are themselves knowledgeable. Eliminating layers and simplifying the business is just coded rhetoric for reducing labor costs and increasing profits. If those in charge would just own up to this and admit they only care about money irrespective of how they get it, I might retain a modicum of respect for them. But they won't, so I don't.
Good post by @Z9RgVrP-1dfh.