Customers increasingly crave self-service options, but clunky interfaces and complex processes can leave them frustrated and reaching for the phone. This session dives into the science behind customer behavior and explores strategies to make self-service technologies truly user-friendly. By analyzing real-world data and case studies, we'll uncover what motivates customers to choose self-service and identify pain points that push them towards human interaction. 

In this session, topics of discussion will include, yet will not be limited to: 

• Understanding the psychological factors influencing customer self-service adoption 
• Identifying common roadblocks that derail the self-service experience 
• Learning data-driven strategies to simplify interfaces and processes 
• Discovering innovative design principles that minimize customer effort 
• Exploring real-world examples of successful self-service implementations 

IA Maturity Level: Maturing & Scaling

Lines of Business Functional Focus: Finance, Technology, Operations & Business-Wide