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Nik's avatar

This is so good and I hope that a lot of up and coming corporates would read this and create better experiences to their customers.

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Catherine Schoendorff's avatar

Rita, you are so right!

When you write: "The better your automated service options, the more customers will solve their simple problems for themselves." What I noticed is, that the more the processes are automated, your customers get maybe better quality of work on one side, the thing is that your team loses their edge, expertise, and, with it, uniqueness.

It becomes an act of balance to create a great working environment for your teams, where their expertise can blossom, while the customers get automated what makes sense and where they can still benefit from the provider's expertise.

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