Like it or not the Digital world is here to stay. Customers are letting us know that, in many cases, they prefer self-service! Many are fed up with the poor service they have received in the past and now take charge of the service themselves - a trend that portends danger if we don't discover how we can understand these customers and give them what they want before our competitors do. And, then, keep them engaged and loyal. It's a tall order.
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