Today's empowered customers have a strong do-it-yourself mindset and changing expectations in terms of preferred engagement channels. We believe this guide helps application leaders supporting CRM and CX better understand, implement and enhance the concept of customer self-service across different channels.

Read this report to:

  • Discover some of the key challenges related to self-service and knowledge management implementation.
  • Learn about some recommendations according to Gartner for implementing self-service initiatives.
  • Walk through a detailed analysis to adapt to evolving customer expectations with six trends.