The Business Case for Customer Self-Service

Have you taken a flight recently? Chances are you found your flight, picked out your seat, checked in, and added your boarding pass to your smartphone. You did it by yourself and online, right? At the airport, you may even have printed your own luggage claim ticket before boarding.

If you’re like most people these days, your travel planning and flight purchase get done at your choice of timing, not just when some airline call center or travel office is open. Your seating matches your preferences, not the airline’s. And it all gets done without requiring any other person to be involved.

This is the new customer experience model and, increasingly, it is a model that has customers doing everything they want themselves…

To read more, download the whitepaper.