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        1. Trends in Customer Self-Service

          Get the latest trends and data points shaping customer self-service

          The self-service landscape is changing … here’s what you need to know to keep up

          From consumer goods manufacturing to software, automobiles to utilities, organizations understand the strategic importance of customer self-service. Yet many organizations still struggle to maximize the potential ROI of their self-service initiatives. Why? Here’s a look at the key trends shaping how customers go about answering questions and troubleshooting problems on their own.

          What you'll learn

          The strong preference for customer self-service

          The role of Google in customer self-service journeys

          Why knowledge management is central to customer service excellence

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