IDG Contributor Network: The best customer service now comes from you

Most of us have grown up hearing about the importance of great customer service. It has been idolized as the key differentiator in acquisition and retention of customers. Like some type of “value-add”, technology has been seen as a facilitator of the customer experience. But has IT morphed into something that will replace the concept of customer service altogether?We actually prefer to do it ourselves
Imagine that you arrive at an airport needing to travel from New York to Los Angele