At an IT industry event last month, there was a presentation called Shaping Self-Service for the Future. This described one company’s journey towards implementing an online portal where their customers could go to make support requests and all the factors that had to be considered at the start of the project.
The desire for these self-service channels, along with artificial intelligence (AI) and chatbots has been taking the IT world by storm for the past year or so. The speaker compared this current trend to the self-checkouts frequently found in supermarkets nowadays and explained that the just-in-time stock management followed by such companies inspired the creation of the Lean principles in the 1990s. (It might be for IT but it’s also pretty good at keeping your video game backlog in check.)
The part of the presentation I found most interesting was the section comparing the benefits shouted about…
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