Web Self Service – trend in 2009?
Customer-driven, web self-service will surely become a dominant theme for 2009.
You see, as money moves away from bricks and mortar stores, investment moves similarly to the online experience. And this trend to the web is just as true in non-profit sectors as it is in retail. In downturns, more people head to higher education, as governments continue their move to e-government practices and everyone looks for ways to reduce costs. Getting the customer to serve themselves rather than involving costly manual processes should be a no brainer.
Yet such projects typically involve WCM, Search, and ECM technologies and increasingly also Analytic and DAM tools too. But above all:Enterprise Portals — where one of our evaluation scenarios is “Self-service Portal.”
Continues @ http://www.cmswatch.com