Technology enabled customers can help themselves in a self-service environment. Self-service is not something new: it has been a question for marketing researchers since a few decades, where self-service studies were mostly aimed at retail stores. Thinking about self-service right will result in a digital platform were customers take care of their own businesses.
When it comes to customer experience design, a customer self-service environment seems like a great touchpoint: have customers do things themselves.
Giving the customer tools to access his information a lot easier will result in cheaper costs per touch points and eventually higher profits. Sounds like a great deal, right? The real question you should think about is: how can I still deliver a great customer experience in my self service environment? The answer: human interactions.