Balancing Convenience with Support: The Cost of Missed Opportunity

Here Andrew Rabbitt uses a scenario to illustrate a common issue. He describes a queue of ten people, where the first three simply need basic transactions like checking their balance, causing delays for those with more complex needs.

Andrew highlights how this inconvenience can lead to missed opportunities when the four people at the back of the queue decide to leave, preventing the establishment of their actual needs. It is similar with operational capacity in financial services.

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