The Self-Services World For The Self-Sufficient Consumer
While the best customer experience can mean the full white-glove, high-touch interaction, sometimes customers want to make like Fleetwood Mac and go their own way. That is true in restaurants where the way to a consumer’s heart (and wallet) is often through a self-service kiosk. It can also be true when the consumer is sitting home and needs little else than, perhaps, the occasional hand from an AI to guide their at-home digital journey. Then again, sometimes a bit of personal interaction is also how one saves the customer relationship, particularly when something as small as an expired credit card might be pushing them out the door.
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