Time-intensive service models are expensive and difficult to scale. Customers sometimes need to spend long periods of time to complete an activity. However, such interactions are not likely to end with customers more satisfied than they are with short interactions. 

Download this research to: 

  • Identify improvements that will facilitate greater digital self-service
  • Prioritize new self-service capabilities in critical customer journeys
  • Refine self-service capabilities
  • Find ways to accommodate customer journeys in a more time-efficient manner