A lack of attention to great customer service can ruin your overall customer experience. With the advent of the internet, social media, and instant communication via texting, customer expectations ...

Lakhani, Karim R., Yael Grushka-Cockayne, Jin Hyun Paik, and Steven Randazzo. "Customer-Centric Design with Artificial Intelligence: Commonwealth Bank." Harvard Business School Case 622-065, October ...