The Customer Experience in Telephony Service

When i work there and when first direct began, it was all direct and direct phone. Now you've got mobile aps and on line banking and countless other ways to engage with customers. So is it still that mind set or does that fundamental approach change as the years go by? Well, i think it can be complicating if you come with it relative to the functional elements of the delivery of the surface itself. It's much more straightforward if you come out of what matters to what i would describe as the punter.