Introduction
Self-servicing has had several different definitions which can create a certain amount of confusion. However for this book, self-servicing has been defined as follows:
A situation where the customer performs all parts of activity (such as opening an account or performing a transfer) without any human contact with the firm that supports the client.
This activity will be performed by using a website, a mobile device, an automated telephone line, etc.
What Has Triggered the Growth in Self-Servicing?
Over the last 20 years, the nature of clients who use financial services products has changed dramatically; namely:
1. The number of customers holding financial services products has increased. Previously ...
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