ABSTRACT
The concepts of customer relationship management (CRM), customer-managed relationships and 24/7 'any media' service is compelling. Cheaper, wider access to phone, web and mobile means the boundaries of self-service are changing rapidly. Automation facilitates self-service, while data capture, storage and analysis capabilities and data mining enhance its value. High-value customers may prefer the convenience of access to self-service-type operations most of the time, while low-value customers will sometimes need help from a live operator. More sophisticated speaker-independent recognition (SIR) technology will have a major impact on self-service. Another breakthrough for self-service technology will happen through the personal card. A great deal of hype has grown up around different technologies and mobile is no exception. Third generation mobile technology (3G) enables to have not just text but data, video and more, pumped down the airwaves and into a mobile phone, making it more of a communications than a telephony device.
