high-touch
adj.— «We face a recurring problem, one of segmentation. We need to segment customer groups and be able to reach all of them—those that need high touch and those that need high tech. All of us are talking about meeting banking needs, and it will become more and more important to understand the segments and have technology for those who need it and high touch for those who need that.» —“Technology: Ally Or Enemy Of Customer Service?” ABA Banking Journal Sept. 1, 1992. (source: Double-Tongued Dictionary)
Further reading
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