It is important to maintain human contact as a backup or necessary step while removing excessive automation.
By adopting this mindset, Rob Wiles believes that the acceptance and adoption of automated services will be highly successful.
As digital service users, people are accustomed to utilizing platforms like Messenger and navigating through interactive phone menus (e.g., "press one for this team").
The familiarity with self-service should be leveraged, but automation should be app...
In order to access this content an ROAR Membership is required.
To join or and create an account click here or sign in below