I am constantly surprised at the number of corporate phone systems that ask you to enter your account number, and then as soon as you get a human (if you get a human), they ask you to enter the very same number again.

I called Marriott to make a hotel reservation, and was pleasantly surprised. I entered my frequent traveler number, and was taken to a real live human almost immediately, who greeted me by name; the system transferred the call and put my customer information up on the screen for the agent. That's the way IT is supposed to work. Marriott's IT department is doing its job--not something you can say about a lot of other companies.