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" ... Now, I want to make a point here: In a modern organization, a customer-centric commitment of empathy for the customer shouldn't only result in warm person-on-person assistance delivered directly by someone who "knows exactly how you feel, Mr. Solomon." This is 2015 and many of the most empathetic helpful things a company can do for a customer are actually based on automation, process and technology. In USAA's case, this, for example, has led its banking arm (USAA FSB) to put a high priority on developing and deploying checkscan technology, which they did before almost any of their competitors. Why? Their many members who are deployed overseas, where mail home can be painfully slow. ... "