“ Digital technology not only enables us to provide superb self service capability within the app , but also enables us to differentiate our customer support capability . Customers that contact us through the app have already been identified ; we have contextual information , including their personal details , their device , operating system and where they have been in the app , all provided to the agent to enable them to provide a ‘ telepathic ’ customer experience .”
– Helen Wilson , Head of Customer Services
82 December 2016