Self Service or Disservice

There is a new trend towards providing self service portals, kiosks, and other mechanisms to reduce ongoing customer service costs. A customer may not want to wait in line but still needs personal attention. Are the current self service technologies and solutions capable enough to provide a satisfying experience?

Guest 1: Esteban Kolsky, Principal Analyst and Research Director, Gartner Research

Guest Bio: https://www.ciotalknetwork.com/contributor/esteban-kolsky/

Guest 2: Mark Angel, Chief Technology Officer, Serviceware/Kanisa

Guest Bio: https://www.ciotalknetwork.com/contributor/mark-angel/

Guest 3: Tim Eager, Chief Technology Officer, lnquira

Guest Bio: https://www.ciotalknetwork.com/contributor/tim-eager/

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