Dilemma of the Day

Gallup Management Journal writes:

And here lies the dilemma. The factors that have typically had the greatest impact on customer engagement -- and that have offered service marketers (including banks) the greatest opportunities to exceed customer expectations and differentiate the customer experience -- are the "people" factors. (See "People Who Need People" in the "See Also" area on this page.) But these human interaction opportunities are the ones that are being reduced or, in some cases, eliminated.