Gartner has predicted that by 2020, customers will manage 85% of the relationship with an enterprise, without interacting with a human. 43% of respondents in a recent AYTM survey (rising to 62% when aged 18-24) feel they can solve service issues on their own if companies put better self-service tools in place. Companies have tools like automated customer service interactions, email response systems and intelligent agents. In the future, self-service technology promises greater capabilities such as retailer-specific mobile alert applications; entirely new personalized experiences; and data management. To know more, follow Rod Brown (co-founder and CEO of MCADO)’s article link: http://digitalmarketingmagazine.co.uk/articles/who-s-serving-you-providing-enhanced-service-in-a-digital-age/1211