Customers embracing self-service comes after years of seeing it as a cost reduction exercise, often forced upon them. Application leaders supporting CRM and the customer experience must develop a customer-centric self-service strategy focused on differentiation to gain competitive advantage. Read Gartner’s analysis on:

    •    Step 1. Defining Your Self-Service Strategy and Tactics
    •    Step 2. Discovering and Enriching Customer Journeys
    •    Step 3. Selecting and Prioritizing Customer Engagement Channels
    •    Step 4. Architect Your Self-Service Strategy Within the CEH
    •    Step 5. Measuring Self-Service Engagements

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Gartner, How to Develop a Winning Self-Service Strategy, Nadine LeBlanc, Anthony Mullen, Brian Manusama, 30 April 2019

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