But banks remain dependent on branches to pitch services: The customer who walks in to cash a check or get a free scoop of ice cream may walk out with a car loan.
Paul was calling to check my interest in an assignment: predict the future of customer service in light of Gen Y and social media and then, draw a line in the sand in the form of the date by which this new service model should be in place.
Enterprise does a special insurance check to make sure a customer's policy transfers over, though in some cases credit cards also provide rental-car insurance.
British Airways started rolling out iPads to 2, 000 senior cabin crew in late 2011 and are now using them across their entire fleet to tap into customer data, check member status and record meal and beverage preferences, as well as keep track of transfer and final destination details.