McDowell Memo Discussion: Do we want Customer "Self Service"

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Today's discussion is on the changes of asking the customer to do most of the work for customer service. http://video.foxbusiness.com/v/3750381507001/customer-service-morphing-into-customer-self-service/?intcmp=obnetwork#sp=show-clips\
Willis Report Fox Business


The above news clip talks about how we are being forced to use these new self service call lines, etc.
I have seen this in retail with self checkouts cropping up everywhere.
What do you all think?
Please comment below.

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