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Paul Hudson
Paul Hudson CEO of Intersperience
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Why self-service isnít customer service

Iíve been meaning to write this blog for some time, ever since we posted our article ĎThe Hidden Cost of Self-Serviceí in our eJournal in February 2010. Iím sure there were many people that agreed with its sentiment and also many who didnít; so I wanted to explain some more about the research that underpins that article.

Self-service offers many benefits to the customer Ė convenience, speed...

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