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Understanding Customer Experience: How Does the Lack of Customer Service Affect the Frequency of Use and Retention of Users in a Fintech? It is Profitable to Invest in Improving the Customer Service Center?
(Universidad Torcuato Di Tella, 2021)
The present work focuses on evaluating the economic feasibility of providing a superior customer support experience to a major Latin American fintech’s customers. The objective is to improve a real business initiative ...