The Kiosk Economy

Airport Kiosks Do Nearly Everything but Check Luggage (Los Angeles Times)The mantra of many companies over the last 20 or so years has been “customers are our number one concern.”  To show they mean what they chant, organizations have devoted millions of dollars in efforts to upgrade their customer service capabilities.  Case in point is self-service or “customer involvement” services, which encourage or in some situations require customers to perform sRead More…

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