Wednesday, August 03, 2016

Self Service: The illusion of Empowerment

In a current Techopedia article about how Big Data can improve self service, the author claims that self service empowers people to do task themselves. Nope. What it actually does is download those tasks onto the customers. However, most of the cost-savings do not accrue to the customers, but to the shareholders.

1 comment:

pferk said...

Who first used thgis spin? Government or business?
This might be considered the democratization of the business-customr model. But it is a step back to serfdom in the disguise of pro-activism.