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Dominate the digital customer experience by adding self-service options like customization tools.

A European telecommunications company found that 70 percent of existing customer-service contacts could be delivered through digital solutions, and automation lowered their unit’s costs by 30 percent with no loss of revenue, according to McKinsey & Company. Self-service, or e-care, options have long existed in industries like banking, but they’ve been slower to be adopted by other industries.