Technology’s Back-end Effect
Focus on supporting brand and lifetime value
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Al Bessin
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Another personal example: When I call my mutual fund company, I have simple choices between checking fund balances or performance using the automated, interactive system. Or I can speak with a representative. Most of the time, I can resolve my need using the automated solution quickly, securely and efficiently (the menu is only two layers deep). When I need to speak to an individual, wait times are given to me and usually I can get through quickly.
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Al Bessin
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