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Summary
End user happiness comes from choosing where automation lives, not from automating every interaction. David van Heerden draws on two internet service provider strategies he saw firsthand. Xfinity invested in self-service tools that let customers reboot a modem or troubleshoot a line themselves and cut call volume, while Verizon Fios put weeks to months of training into frontline staff so they could reach resolution faster on a human call. From there he lays out how to design your own service model: define the desired outcome, align to a strategic goal of solving fast versus solving for good, and decide channel by channel where automation belongs.
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