Robert Wollan Quotes
It's slow and oftentimes [customers] have had to take alternate routes in order to get to their intended destinations. 
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Slow | Oftentimes | Customers | Alternate | Routes |
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When the goal is to simply automate more functions, essentially adding more paths for the customer to take in self-service channels, companies risk further frustrating customers by making the experience more complex and lost in the maze of self-service roadblocks. By looking at particular customer segments and what self-service options that segment needs [and] wants before adding them, leading companies consistently get a much higher usage of that particular function and greater satisfaction from the customer.
- Robert Wollan
