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The pitfalls and potential of web self-service - July 2014

Goals and measures are critical when developing a self-service strategy because organisations tend to have an inaccurate view of customer perception and the customer experience, says Kelly Koelliker, director of product marketing at Kana Software.

31 July 2014

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Thank you for the excellent presentation that you gave at Woodbury Park on Thursday morning. It was very interesting and thought-provoking for our Retail members. The feedback has been excellent.