The document discusses how services marketers can use information technology. It outlines 7 objectives around using IT as an employee tool, empowering customers, learning about customers, and managing challenges. Specific ways IT can be used are discussed, such as enabling interactive experiences, empowering employees and customers through devices and self-service options, and curating customer data. Challenges like negative impacts, weak customer interfaces, and technology overuse are also covered. The document provides steps to improve customer interface technology.