The Customer Self Service Conference 2010

Organizational culture and its effect on organizations have been widely studied. One robust finding is that different disciplines and groups within organizations develop their own cultures, ways of interacting with customers, and norms for what constitutes good service. This often results in uneven experiences for customers across different modalities and channels. A concrete implication for self-service is a frustration on the part of the customer who encounters uneven experiences across modalities. In this workshop, leverage your leader’s and peer attendees’ experience in strategic, cross-organizational cross-modality service design to discuss and consider strategies and solutions for integrated, cross-modality, high quality customer service.