Frances Frei is a Professor in the Technology and Operations Management Unit at Harvard Business School. She is the co-author of “Uncommon Service: How to Win by Putting Customers at the Core of Your Business”


Features by Frances Frei

Why self-checkout lanes don't work

Commentator Frances Frei says automation needs to improve the customer experience, not frustrate it.
Posted In: kiosk, customer service, Retail, checkout, automation, robots
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