There is a problem, have you not experienced it? The digital challenge you're experiencing with the website or an app cannot be solved by anyone in customer service. So you call up the person in customer service and they are completely separate from the people who can actually solve the problem. They aren't going to code something different to make this possible. This division between the person inCustomer Service and the person in your digital world is a serious challenge for major corporations to solve - and a serious frustration for the rest of us.

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