Part I – The Evolution, Promised Benefits, and Poor Strategy of Self Service Technology

Self-service technologies are interfaces that replace the person-to-person interactions with technology. The intention was to make service transactions more convenient, faster and provide higher customer satisfaction. But its taken over 125 years to get to customer-centric technological advances that deliver great customer experience and save companies money.

In part one of this document learn:

• The Evolution of Self Service Technologies
• Why Self-Service Didn’t Always Deliver on the Promised Benefits
• How the Wrong Strategy Can Result in IVR Customers Frustration

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