Esteban Kolsky and IntelliResponse recently conducted a survey of customer experience professionals to better understand their experience with, and plans for, online self-service. In this report, we take you through the key highlights from the survey. We’ve organized the findings into an easy-to-scan Top 10 list of takeaways, so you can see first-hand the vital role that online self-service plays today, as reported by your peers – leaders at customer-centric organizations in North America.