I wonder why he was picked if he was all that?
I know nothing about that particular situation, but it sounds like what's happened in the region I work in, where the underlying reason appears to be "money".
"Yes, you have all that experience and a record of hard-work, but we can employ this other person for much, much less - and they can use all the knowledge articles you wrote and AI to answer customer questions"
Worse outcomes for customers, and there are lots of hidden costs too, but what do those in charge care? They'll be off in a couple of years with pocketfuls of cash, like the last lot and those before them.
"Our employees are our greatest asset" has always been utter nonsense. If they could get away with replacing everyone in GSC with an AI bot, they'd do it tomorrow. So much for "social good" and Hitachi "values".