August 22, 2011
Chatterjee, Arindam; Pötscher, Florian; Alewine, Ralph; Swartz, Joshua
: Self-service offers operational efficiencies, enables transformative business models, and enhances customer experiences. A strategic approach to self-service adoption and implementation requires an analysis of a company’s core capabilities and its “way to play” in the market, industry trends, the proper mix of self-service and human interaction, and customer value propositions, as well as the development of six self-service capabilities.
Consumer Products, Financial Services, Media & Entertainment, Retail, Technology, Telecommunications, Transportation
Related Expertise Areas: