For Customer Experience Professionals

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	January 13, 2005 Self-Service Shift Requires Improved Usability Survey Of North American Firms Identifies Plans For Self-Service by Bruce D. Temkin with Bob Chatham, Elizabeth Backer

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Executive Summary

Forrester interviewed execs from 176 large North American companies about their customer experience practices. Respondents expect to see more customer interactions — with the biggest increase coming via the Web, email, phone, and kiosk. Firms plan to alter the mix of interactions by shifting customers to self-service. The top tactic in making this happen: improved usability

This is an excerpt

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