7 comments on ““I, Robot” – there is no such thing as ‘Customer Self-Service’”

“I, Robot” – there is no such thing as ‘Customer Self-Service’

Recently, Samuel Holcman published the short Outside-In vs. Inside-Out in Enterprise Architecture document and announced it on LinkedIn. The issue he raises is that the clients of organisations more and more seem to become the ones that perform the organisation's processes (e.g. self-service),…