On The Line: Self Service

In our latest On The Line episode, Heather and our CMO Mariann McDonagh discuss the evolution of self service and how it can promote positive customer experiences. Mariann divulges some information from a recent study, done in conjunction with ICMI, that surveyed the self-service atmosphere with our clients and elaborates on the good and the bad implications of the results. An interesting prediction from Gartner is also discussed which posited last year that, "By 2012, consumers will be willing to perform all possible customer service functions themselves." What do you think? Are you willing to perform the necessary customer functions? Let us know!