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In Future-Ready Self-Service, we explore the impact of self-service on customer experience, operational effectiveness, innovation and agility.

We also examine the fundamental principles of architecting customer-centric services — the scaffolding that impacts customer experience and operational efficiency today, and enables the customer intimacy of the future.

An outline of 10 steps essential to making self-service ready for the near future of customer service follows, along with a brief case study of Amazon.com’s creation of a successful self-service architecture for third-party sellers.

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