Self-service technologies, which automate routine interactions between companies and customers, are a source of convenience and efficiency to both parties — until something goes wrong and the customer cannot make the system work. Many companies should be focusing more closely on the overall customer experience, says Michael Goul, a professor of information systems and a researcher at the Center for Advancing Business Through Information Technology. Curiously, here’s a case where businesses could learn something from government! (12:32)
This week on AZNow.Biz we look at how convenience clinics can help companies’ bottom lines by getting employees back on their feet and back in the office more quickly. Also, our partners at the W. P. Carey School of Business at Arizona State University advise businesses to consider the customer when using self-service technology. And read up on all the big college football bowl games coming soon to the Valley at Touchdown AZ.