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Resource Library : Self-Help and Digital Engagement

Self-Help and Digital Engagement

The foundation for successful services relies on a company’s ability to scale delivery capabilities by building effective self-help and digital engagement capabilities.

Customer demand continues to grow and the opportunity to retain customers and expand relationships requires ongoing high-value engagement. Now is the time to develop capabilities to respond to customers’ willingness to help themselves and to build communities where experts – customers and employees – can exchange ideas and resolve problems at scale.

This report outlines best practices for developing market leading self-help and digital engagement capabilities. This guide covers the following topics:
  • The State of Self-Help and Digital Engagement
  • Key characteristics of Self-Help and Digital Engagement Market Leaders
  • Self-Help Maturity Definitions
  • Self-Help Maturity Best Practices
  • Digital Engagement Maturity Definitions
  • Digital Engagement Best Practices

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