Customer Interaction Technologies

Back at the end of 2008 I blogged about the use of CIT (Customer Interaction Technologies) and how they could help fill the opportunity gap between low cost-to-serve channels such as websites and high ones such as face-to-face contact or telephone-based customer services.

See:
http://press20.blogspot.com/2008/12/cost-to-serve-modelling.html
http://press20.blogspot.com/2008/12/customer-interaction-technologies-lower.html
http://press20.blogspot.com/2008/12/face-to-face-is-highest-cost-to-serve.html

Although its been a while since I posted these thoughts I've recently uploaded the entire presentation that these slides were based on up to Slideshare and it is now embedded below.

Customer Interaction Technology

View more presentations from Hayden Sutherland.