The Future Of Self-Service Is Customer-Led Automation Gartner
Information Age, May 28th, 2019
June 9, 2019,
Volume 255, Issue 1

Organisations and their customers should turn to artificial intelligence to enhance customer-controlled digital experiences, according to Gartner

Nick Ismail writes in Information Age, "In order to cope with the avalanche of digital information and 'activities', customers - similar to organisations - will increasingly turn to self-service automation moving forward, according to Gartner.

'There is often a lot of discussion about how organisations continue to invest in artificial intelligence (AI) to save time and money, but we often overlook the next generation of customers being equally amenable to conducting their personal experiences the same way,' said Anthony Mullen, senior research director at Gartner..."

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