Gerry McGovern: Self-service requires people to deliver full benefit
Gerry McGovern: Self-service requires people to deliver full benefit"Self-service rarely means 100 percent self-service. If at some point in the process you don't have people interacting with people, then your customer is essentially doing business with a piece of software. Where's the competitive advantage in that?"
Permalink | Monday, January 20, 2003
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