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    Wells Fargo's Kimarie Matthews on Letting Customers Control the Conversation

    Wouldn’t it be great if callers could put customer service on hold? With the advent of messaging channels like SMS and social media, they can - and @Kimarie Matthews thinks that’s just great. The VP of Customer Service Messaging Channels for Wells Fargo has spent the bulk of her career watching digitization even the playing field between customer and company, giving consumers more control over how and when they choose to interact with the brands they do business with. Read more...


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